This year’s virtual Annual Conference focuses on three key challenges – rising costs, long term sustainable green practices and changing expectations of residents.

Estate services teams pride themselves on creating and maintaining neighbourhoods that people can enjoy living in. Yet there are increasing challenges to achieving this. Costs of materials are rocketing while budgets are being squeezed, there is a shortage of skilled staff, and services need to be delivered in a way that meets with landlords’ commitment to sustainability and green practices.

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    The Social Housing Bill – along with the media and tenant activists – has thrown a spotlight on how buildings, communities and green spaces are maintained.

    With tenant satisfaction measures coming down the track, landlords will be held to account by the Regulator on how estates look and feel and the overall quality of their neighbourhood.

    This year’s Estate Services Club Annual Conference will focus on three of the key challenges – sharing best practice and learning:

    • The rising cost of service delivery – what this means for residents, staff and business plans
    • The need to implement long-term sustainable, green practices against a backdrop of climate change
    • Changing expectations of residents – how can we better engage with communities to keep estates looking beautiful.

    Make sure you join us.

    This is the sector’s opportunity for estate services teams to get together and on to the front foot – address challenges head on, listen to and act on feedback from residents, deliver improvements.

    This is an essential for everyone working in estate services to get together, to network, to share ideas and learning:

    • Frontline estate services team members
    • Estate services managers
    • Contract managers
    • Resident engagement managers
    • Environmental services teams and managers.

    You will go away re-energised and refreshed with lots of ideas to put into practice.

    Guaranteed to get:

    • An overview of the vital role of estate services teams to the reputation of the sector
    • Insight into what the changing regulations around compliance will mean for frontline staff
    • Case study examples of engaging tenants in estate inspections
    • Pros and cons of contracting in versus contracting out of services
    • Insight into best practice around service charges
    • To hear from expert speakers on long-term sustainable green practices.
  • Our speakers

    Emma Towler, HQN Associate

    Emma Towler is a leasehold and service charge professional who has worked in social housing for more than 25 years. Emma is a specialist in home ownership, service charges and welfare reform and income management who has worked extensively with registered providers, ALMO’s and local authorities undertaking KLOE inspections and critical friend reviews of leasehold management and service charges, providing constructive SMART action plans to improve income recovery and improve processes and customer experiences. Emma has a proven track record of enabling housing providers to improve income recovery of service charges and improve customer satisfaction amongst homeowners. Emma has been an HQN associate for more than 15 years.

    Jackie Dickins, HQN Associate 

    Jackie Dickins has been an HQN Associate since 2001 and is our lead consultant for HQN’s Leasehold Network. Prior to this she held positions at a London borough and two large housing associations based in London, where she was responsible for leasehold management and promoting work in the field of low-cost home ownership initiatives. Jackie undertakes many of HQN’s service reviews and service improvement work on leaseholder and home ownership. She has also worked in interim positions with a number of local authorities, arm’s length management organisations and housing associations as Head of Home Ownership/Home Ownership Manager.

    Jackie also runs pre-exam workshops at associate and member level for the Institute of Residential Property Managers (IRPM) and is delivering training for apprentices seeking associate membership of the IRPM. Jackie is responsible for developing, and is a lead assessor of HQN’s leasehold accreditation scheme.

    Chris Collins, Head of Organic Horticulture, Garden Organic

    Chris Collins began life as  a gardener as a  traditional  apprentice on  Brighton  Parks back in the mid-eighties .  Going on to do his degree in Amenity Horticulture at the Royal Botanic Garden, Edinburgh. He then went on to spend time working abroad both in Cameroon, at the Limbe Botanic Garden and a five-year stint in Japan, where he also completed a master’s degree in Horticultural therapy. Returning home to work at Kew Royal Botanic Garden and then working for three years as head gardener at Westminster Abbey.

    Chris’s television  career  began  with  the BBC 2 series  the Plantsman .  Which was followed by  regular  appearances  on  This  Morning  , BBC breakfast  and  UK style television .  Series  included  Garden Rivals and Digging  for  Victory .

    Chris has run his own business for the past two decades and works closely with Garden Organic as Head of Horticulture. He was recently awarded fellowship of the City & Guilds Institute, voted in the Horticultural Week in the top 50 Gardening influencers and, along with Garden Organic won podcast of the year at the Garden Media Guild Awards. Chris has particular experience in amenity horticulture.

    David Garrett, Head of Knowledge Transfer, Garden Organic

    David joined Garden Organic in 2011 and specialises in composting, wider sustainable waste management and community engagement.  David oversees Garden Organic’s outreach work with schools and communities which includes volunteer Master Composters whom are trained and supported to promote home composting in their local communities and Master Gardeners, volunteers who work with their community to promote organic gardening.  As a member of the organisation’s management team David is responsible for our team of outreach staff and volunteers, based across the UK. The team work across a variety of settings ranging from housing associations to prisons to care homes. Working with many local authorities, waste service providers, and environmental charities David also provides advice and training in the various scales of composting.  Prior to joining Garden Organic, David worked in local authority delivering environmental education programmes for schools, and studied a degree in Geography and Natural Hazards at Coventry University.

    Martin Watson, Home Budgets Manager, PA Housing

    Martin began working in Social Housing 10 years ago when he started his career for PA Housing as an Income Officer. This quickly progressed to Rents and Service Charge Manager, and with his strong focus to customer service, he is currently PA housing’s Home Budgets Manager. He is responsible for the delivery of service charges, focusing on customer service and communication. He has a passion for delivering simple, clear, and accurate service charges communication; whilst removing overcomplicated boundaries.

    • Mark Lowe, Director of Sustainability at ForHousing
    • Mica Joseph, Estate Services and Open Spaces Manager, L&Q
    • Graham Reynolds, Grounds and Estates Operations Manager, Abri
  • Price and booking


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    * Please note that all prices are subject to standard VAT. Byte Size members do not qualify for member discounts. Please call 01904 557150 for more information.

    Ticket Type Price Spaces
    Members of any HQN network - 1 delegate £175.00
    Members of any HQN network - 2 delegates £150.00
    Members of any HQN network - 3+ delegates £125.00
    Non-members - 1 delegate £200.00
    Non-members - 2 delegates £175.00
    Non-members - 3+ delegates £150.00

    By continuing with this booking you are agreeing to our booking terms and conditions

  • Cancellations and substitutions

    If you are unable to attend an event or public training course, please let us know in writing (email is fine) at least 48 hours before. Please email [email protected]

    Otherwise, a cancellation fee of £60 plus VAT will be chargeable.

    If you are using a package place to attend and do not inform us within the agreed time frame, then a place will be taken to cover your non-attendance.

    Cancellations must be made in writing, and will be acknowledged by HQN Limited.

Dates and prices

18 August 2022
10:30am - 3:30pm
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Event programme