What will delegates learn?

• What housing management is and why it is so central to landlord services
• The principles and responsibilities that underpin effective tenancy management
• How the main housing management functions connect and influence outcomes
• Practical approaches to common issues, escalation routes and good practice
• The key considerations for delivering fair, consistent and customer-focused services.

This course will cover

• Defining housing management: purpose, scope and core responsibilities
• Income collection and arrears: prevention, early intervention and support
• Anti-social behaviour: proportional responses, evidence, and working with partners
• Estate and neighbourhood management: standards, inspections and community impact
• Repairs and property issues: roles, responsibilities and managing expectations
• Resident involvement: why it matters and how it links to service improvement
• Common challenges and how to apply consistent, joined-up decision making.

Who should attend?

• Staff new to housing management or moving into a housing role
• Housing officers, neighbourhood officers and tenancy sustainment staff
• Income, ASB, repairs or customer service colleagues who need a wider overview
• Anyone wanting a practical refresher on the essentials of housing management.

Michael Guest is a well-established and sought-after consultant and trainer in housing. His expertise and experience extend across the housing sector, with specialisms in Governance, Housing Management, Change in the Sector and Resident Engagement.

He is known for his highly professional, yet relaxed and approachable working style that lends itself to learning and development assignments. This is combined with working comfortably at political and governance levels, through executive, management, and operational staff and with involved residents and communities.

After holding a number of senior management positions in housing, Michael has for over 30 years been Director of Michael Guest Associates Ltd., providing consultancy and training to the sector. A key aspect of this work is as part of HQN programmes since its inception.

Michael is a Chartered Housing Professional, Chartered Management Consultant, and a Chartered Manager. A Fellow of the Chartered Institute of Housing he is a:

• Regular Chair of and Lead Assessor on its Experienced Professional Route Professional Interview Panels for Chartered Membership
• Member of the Executive Route Professional Interview Panel for Chartered Membership
• Registered CIH Mentor for Senior Housing Professionals
• Member of the CIH Housing Academy.

He is also a Fellow of the Institute of Leadership, the Royal Society for Public Health, the Chartered Management Institute, the Institute of Consulting, was awarded an MSc. (with Merit) in Leadership and Management in 2017, an MSc. (with Distinction) in Housing Studies in 2020 and a Postgraduate Certificate in Corporate Governance (with Distinction) in 2020.

Outside of housing, Michael is Chair of the Board of a Learning Partnership company of schools, Retained Voluntary Advisor to a Leaseholders’ (Right to Manage) Company, and National Level Coach with an Institute of Advanced Motorist Group.

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.