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Covid-19, mental health, and the workplace culture: Creating a better environment for all our people

  • Type HQN Event (Virtual)
  • Venue Virtual workshop
  • Start 08 Feb 2022 10:00
  • End 08 Feb 2022 14:00


Covid-19, mental health, and the workplace culture: Creating a better environment for all our people

Virtual workshop

The pandemic has created new definitions for the ‘workplace’. Millions have embraced hybrid working; we’ve become less process-driven, focusing more on the quality of our conversations and engagement with customers.

While some have welcomed these rapid developments, and have recognised the benefits, others are struggling to move away from process-driven methods.

This workshop will show how, by simply changing your approach, you can improve the wellbeing of all your people – those who live in your homes and those delivering your frontline services.

Our keynote speaker, Stephen Gillatt, is passionate about mental health in the workplace.

Stephen worked in social housing for a decade, half of this in income recovery, and wrote about fatherhood and mental health in his book, Mad, Sad, Dysfunctional Dad.

You’ll hear his thoughts on how organisations must act to stimulate real change and fully support their residents AND staff delivering frontline services in an ever-demanding, constantly changing social and economic environment.   

Have you considered how your approach and your processes impact on the mental health and wellbeing of the people who work for you and those living in your homes?

Does a process-driven culture improve performance or detract from it? How does it impact on the behaviour and mental health of your staff and your customers?

Do your processes, your emails, your letters, and your conversations demonstrate real empathy and understanding towards your customers?

This workshop will explore how a process-driven culture can unnecessarily and negatively impact on service delivery and performance, leading to tenant disengagement – and, most importantly, how you can put that right.

It’ll consider how the cultures, processes, and procedures we work under can create not only a poor work environment but one that works against our very purpose, which should be focused on inclusion and sustainability.

We’ll explore

  • The correlation between debt and mental health
  • How internal and external processes can contribute to mental health issues
  • How changes to service delivery brought about by the pandemic, including working from home, can impact frontline teams
  • What organisations can and should be doing to take care of their people – staff and residents alike.

Why attend?

This is a must for everyone working on the frontline – managers and staff – in income collection, customer services, neighbourhood management, tenancy sustainability and estate services.

It’ll challenge your beliefs, giving you something new to think about and put into action. Make your workplace a better and more productive place for staff, while creating a better service experience for your customers.

You’ll go away:

  • With insight into the new wave of thinking behind service provision and resident engagement
  • More in tune with the enormous impact the pandemic and mental health problems are having on people delivering your frontline services and the people living in your homes
  • Full of fresh, practical ideas.

Confirmed speakers:

  • Chair – Kim Long, Senior Network Manager, HQN
  • Stephen Gillatt, Social housing practitioner, writer, and public speaker
  • Maggie Houghton, Programme Manager, The Hyde Group
  • Emma Owens, Head of Lettings and customer accounts, Curo group.

If you are members of the following networks, this event will be beneficial. Not a member? Click the below links to find out more: 

The Housing Quality Network | The Leasehold Network | The Residents Network | The Strategic Network | The Housing Management Network | The Rent Income Excellence Network | The Equality, Diversity and Inclusion Network.

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Further information

Delegate fees:
1 delegate: £200.00 *
2 delegates: £175.00 *
3+: £150.00 *

Members of any HQN network:
1 delegate: £175.00 *
2 delegates: £150.00 *
3+: £125.00 *

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


Click here to download the programme

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

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.



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