duration

Location
Virtual

This workshop takes a practical look at best practice on rechargeable repairs and the effective measures you should be taking – from your rechargeable repairs policy to prevention measures, charging and collection strategies.

  • Read more

    There is a misconception that rechargeable repairs debts aren’t worth chasing.

    As a result, many housing providers are missing opportunities to enforce tenancy conditions and minimise their rechargeable repairs expenditure.

    This workshop takes a step-by-step approach to rechargeable repairs and provides delegates with the tools and understanding you need to set up/improve your own rechargeable repairs service.

    The areas we will cover are:

    • An examination of preventative measures
    • What is considered appropriate within tenancy agreements
    • Tenant collaboration and understanding
    • Corporate and collective responsibility and accountability
    • Role of customer facing offices/technical officers
    • What are rechargeable/chargeable items
    • Void dilapidations
    • How to determine costs
    • Administration fees
    • Invoicing and charging
    • Use of incentives and discounts
    • Sanctions and deterrents
    • Vulnerability of tenants
    • Managing expectations
    • Performance measures.

    HQN associate, Kevin Bentley will lead this workshop using his considerable experience of the housing sector to provide practical advice on maximising your repair income and minimising customer debt.

    Essential for:

    • Income managers
    • Income collection officers
    • Repairs officers
    • Housing managers
    • Estate managers
    • Customer services officers
    • Technical officers.

    What you will take away from the workshop:

    • An understanding of the essential components of an effective recharge repairs strategy
    • Appropriate use of discounts and full and final settlement
    • Realisation of the advantages and pitfalls of actively pursuing recharges
    • The need for corporate and collective responsibility
    • An understanding of roles and responsibilities within your organisation
    • An awareness of your own areas for improvement.
  • Programme

    10:30am Welcome and introductions

    • Kevin Bentley, Associate, HQN

    10:35am Context and background – what’s the problem with recharges?

    10:45am Break out groups/workshops

      • Your experiences
      • What works well or doesn’t?
      • Identify good practice
      • Problems and issues
      • Governance and reporting
      • Accountability and responsibility
      • Lessons to be learned

    11:05am Feedback from the workshops

    11:25am Break

    11:35am Case study

    12:05pm Pulling it all together

    • Kevin Bentley, Associate, HQN
      • Implementing best practice
      • Connecting teams – a corporate approach
      • Common key areas to drive performance
      • Developing strategies, policies and processes

    12:35pm Q&A and discussion

    • Kevin Bentley, Associate, HQN

    1:00pm Finish

  • Our speakers

    Kevin Bentley, Associate, HQN

    Kevin has worked in social housing in both the local government and housing association sectors for over 25 years, specialising in housing maintenance and stock investment issues.

    Kevin has been an HQN Associate for over 14 years, providing advice and support to many housing organisations.

    He has in-depth knowledge of all aspects of operational delivery and strategic asset management in the sector. Regularly carrying out reviews of gas servicing and maintenance for organisations, Kevin has in-depth knowledge of service delivery and best practice delivered by in-house/DLO contractors and out-sourced arrangements.

    Kevin is also one of HQN’s key accreditation assessors specialising in HQN: DLO and HQN: gas repairs and asset management accreditations, as well as an HQN trainer responsible for contract management and procurement.

    Kevin has carried out upwards of 120 service reviews and similar in-depth assessments of repairs and maintenance services for HQN clients. This includes a large number of gas servicing and maintenance reviews for organisations with both in-house contractors or outsourced and hybrid arrangements.

  • 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.

  • Price and booking

    Bookings are closed for this event.

    If you experience any issues when submitting your booking, please email [email protected] with the name and date of the session along with the delegate name(s), email address(es) and job title(s) and we'll process the booking for you.

Dates



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