duration

Duration
2 half-days

duration

Location
In-house

duration

Availability
Good

Suitable for:       I What does this mean?

Efficient collection and recovery of former tenant arrears (FTA) must be a key part of any successful income management strategy.

This course is ran over two half-days.

The practical course is fully updated with the latest tips and ideas that will help you to:

  • Minimise debt and maximise FTA collection
  • Develop a proactive service that delivers value for money
  • Boost individual and team effectiveness and performance
  • Measure success and plan for the future.

Please note that, whilst the best practice principles discussed in this workshop can be applied in any social housing context,  the legal processes covered applies to England and Wales only.

  • Read more

    What will you learn?

    Tony will provide you with a toolkit of resources and best practice examples.

    He’ll take you through the FTA process ensuring you …

    • Understand the causes of FTA and the impact on the business and customers
    • Know how to prevent and minimise FTA
    • Drive collection rates up through dynamic case management, using the latest technology and techniques from the commercial sector
    • Use low-cost tracing facilities
    • Learn the secrets of working with debt collection and tracing agents
    • Work effectively with the Courts as part of the FTA recovery process
    • Measure success and building upon it.

    Who should attend?

    Everyone involved in the prevention and collection of former tenant rent arrears, those advising residents on money management and benefit: income and rent arrears officers, housing officers, contact centre staff, estate and neighbourhood management staff, support workers, welfare benefit and debt advisers, and financial inclusion officers.

  • Our trainer

    Tony Newman is an independent project manager, consultant and trainer. He has over 40 years’ experience across a range of industries, in the private and public sectors, including extensive experience in social housing.

    Tony’s work centres on helping clients to maximise income and improve services to customers, especially supporting the financial wellbeing and independence of vulnerable people.

    Tony studied psychology and philosophy at the University of Stirling and maintains an interest in communication and behavioural science, which he incorporates into his work.

    Tony designed Housing Quality Network’s income management and financial inclusion toolkits and leads on HQN’s unique accreditation service for income management. He has conducted many improvement projects and inspections and has a track record of supporting clients to improve performance in challenging environments.

    Tony is a member of numerous professional and representative organisations. These include the Chartered Institute of Housing, Chartered Institute of Credit Management, the British Institute of Learning Disabilities, the Project Management Institute, the Housing Studies Association and the Financial Health Exchange.

    Since 2011, Tony has been a visiting lecturer and tutor at the University of Salford and is an associate of the University’s Sustainable Housing and Urban Studies Unit.

  • Testimonials

    • “Tony has been very personable with the presentation of the course making all colleagues attending feel comfortable to ask questions.”

      Taff Housing Association

    • “I found the course very informative and relevant for me to carry out my role.”

      Trident Group

    • “I found the Trainer, Tony, to be very knowledgeable and clear in relation to the subject. I would highly recommend the Course.”

      Octavia Housing and Care
Gone but not forgotten - managing former tenant debt

We can bring this course to you.
If you have five or more staff interested our in-house training offers great value for money.

Complete the form below and we’ll be in touch.