duration

Duration
1 day

duration

Location
Live virtual

duration

Availability
Good

Suitable for:       All What does this mean?

Customers can present themselves as challenging for a range of reasons. This can be difficult to manage and staff, especially lone working staff, can be put in danger.

If you then add the ever-increasing number of customers who may be experiencing mental illness and/or be under the influence of substances, the risks increase significantly. Cuts to other services often leave housing professionals to ‘plug the gap’.

This course will explore lone working and safety measures – how to complete personal risk assessments for customers and develop management plans.

  • Read more

    Delegates will:

    • Understand risk assessment, risk management and dynamic risk assessment for regular customers as well as complex cases
    • Understand the risk opposed by mentally ill and acutely unwell customers
    • Understand the risk from customers under the influence or withdrawing from substances
    • Explore lone working in detail
    • Understand how to manage complex risk cases involving multiple risks such as hoarding, substance use, domestic violence and safeguarding
    • Explore ‘gap-filling’ and how to avoid over involvement with complex cases.

    All customer facing staff will benefit from this training, particularly lone worker and their managers.

    Please note health and safety risks are only briefly discussed during this session.

  • Our trainer

    Danny McGowan BSC, MSC has been involved in supporting people with substance misuse, mental health and other complex needs for over 20 years. He has developed experience in many specialist areas, such as working with hoarders and those with a dual diagnosis and has delivered training in techniques such as motivational interviewing and CBT. He has been delivering training for the housing sector for over a decade and has many years’ experience of developing client/customer involvement and peer mentoring schemes.

    Danny uses a combination of his years of experience, current good practice guidelines and research evidence to deliver the topics he trains. He uses a holistic interactive training style that provides delegates with real skills and information, which they are then able to apply back in the workplace and beyond. He has delivered training and provided consultancy to numerous organisations during his career. Notable clients include the Department of Health, Department of Work and Pensions and the Home Office as well as housing organisations across the UK.

     

  • 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

    Pricing tables-2026 training full day

    Tickets

    Ticket Type Price Spaces
    Delegate ticket - Multi ticket pricing and member discounts will be applied at checkout £300.00
    Attendee 1

    Registration Information

    Booking Summary

    1
    x Delegate ticket - Multi ticket pricing and member discounts will be applied at checkout
    £300.00
    Total Price
    £300.00

    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



11 December 2026
9:30am - 3:30pm
Book now

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.

We can bring this course to you.
If you have five or more staff interested for this course date, our in-house training offers great value for money. All you need to do is click the in-house tab and drop us a message.

 

Making a booking:
Step 1: Select the number of delegates you would like to book on this session
Step 2: Complete the delegate details
Step 3: Check the details, tick the consent box, and press the book now button
Step 4: Member and multi-ticket discounts will automatically be applied on the next page
Step 5: To use a coupon code please enter this at the top of the checkout page by clicking on the link
Step 6: Complete the booking details
Step 7: Confirm your booking.