Back to the list

The Rent Income Excellence Network annual conference 2021 – are we standing on a Covid cliff edge?

  • Type HQN Event (Virtual)
  • Venue Virtual conference
  • Start 09 Nov 2021 10:00
  • End 11 Nov 2021 13:00


The RIEN annual conference 2021 – are we standing on a Covid cliff edge?

Virtual conference

This year’s RIEN annual conference will explore the post-Covid pressure points for income teams with the focus on innovative solutions to support residents and sustain tenancies.

Increased financial and economic problems for tenants, imposed restrictions on enforcement, concern for people’s mental health and wellbeing, and the introduction of ‘breathing space’ has placed a question mark on traditional escalation measures and has changed the playing fields for Income Collection teams.

What will be covered:

Taking place across three mornings, this year’s virtual RIEN annual conference will:

  • Examine the development of hybrid income teams with a focus on sustainability and collecting with care
  • Explore how tenant engagement and the conversations we have around debts and money can influence payment behaviour
  • Look at how technology can help us. Working from home, restrictions on face-to-face contact and home visiting has propelled the digital agenda forwards and there are important lessons to be learnt from changing demands and efficiencies for service delivery to be made
  • Predict some of the challenges still to come. Join the debate about what housing providers can expect when furlough and other financial support is lifted. Who are most at risk of tenancy failure and what can we do to support them?

Themes across the three days include:

Day 1: Tuesday 9 November (10.00am – 1.00pm)

How has Covid-19 changed income collection? Focusing on the growth of financial inclusion/economic inclusion/sustainability teams instead of enforcement. Will the collecting with care approach continue if arrears start to rise and the eviction ban ends? How do we support the mental health and wellbeing of residents?

Day 2: Wednesday 10 November (10.00am – 1.00pm)

How can technology help us? From behavioural science and customer insight to predictive analytics and the automation of services. Is the switch to digital services leaving some residents behind? How do we ensure no-one is excluded?

Day 3: Thursday 11 November (10.00am – 1.00pm)

Are we standing on a Covid-19 cliff edge? What are experts telling us about the economic landscape and the challenges facing low-income households? What impact will the end of furlough and removal of the Universal Credit uplift have? Who has been most affected and how do we help them?

Why you should attend:

This conference will cover all aspects of income collection. If you are responsible for maximising income, manage or work in a sustainability or welfare team this event is essential to help you understand the rapidly changing world of post-Covid income collection.

What will you take away from the event:

  • Learn how to successfully collect with care without putting your income at risk.
  • See how new technologies can streamline workloads and improve the efficiency of your collection teams.
  • Know who is most at risk so pro-active action can be taken to reduce tenancy failure.

Confirmed speakers:

  • Chair: Kim Long, Senior Network Manager, HQN
  • Ilyas Lunat, Senior Income Manager, Connect Housing Association
  • Matt Kelly, Income Manager, Ongo
  • Rob Sandalls, Stepchange
  • Jonathan Brownbill, Head of customer accounts, Mobysoft
  • Vicky Lynch, Strategic Sector & Partnerships Lead, PayPoint
  • Mark Walker, Director of Customer Accounts and Lettings, Optivo
  • Maggie Houghton, Programme Manager, Hyde Foundation
  • Chris Walker, Behavioural Science Lead, Voicescape
  • Kitty Hadaway, Head of Sales for housing, Futr
  • Kate Lindley, Service Lead – Digital and Data, Socitm
  • Glenys Harriman, Director, HousingSystems
  • Richard Bampton, Head of Income, A2Dominion and RIEN Associate
  • More to be announced…            

Essential for:

  • Senior income service managers
  • Income collection teams
  • Sustainability teams
  • Finance professionals
  • Debt and welfare benefit advisors. 

This event is highly recommended for members of the following networks. Not a member? Click the below links to find out more:

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

Book now

Note: Questions marked by * are mandatory

Please provide details of all delegates attending
Delegate Name Position Email Address Fee Payable £

Meet at…

Further information

Delegate fees:
Full price: £175.00 *
Members of any HQN network: £150.00 *

RIEN members offer: £49.00* after booking your first place

Book now

* 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:

A full refund will be given if a cancellation is made 28 calendar days or more prior to the event, and a 50% refund if a cancellation is made 15-27 calendar days prior to the event. We regret that no refund can be given if a cancellation is made 14 calendar days or less before the event.

Cancellations must be made in writing, and will be acknowledged by HQN Limited. There is no refund for non-attendance, but delegates may be substituted at any time.

The Rent Income Excellence Network


Virtual pass footer

Virtual event and training pass


Our conferences, seminars and workshop events consistently receive top satisfaction ratings from delegates. Click here to take a look at some of the recent feedback.

Terms and conditions link

To read our terms and conditions please click here.