duration

Location
Virtual

A practical session focused on managing complex tenancy situations. Explore real-life scenarios, share experiences, and build confidence in handling challenging cases, supporting vulnerable residents, and working with partner agencies.

  • Read more

    Handling complex tenancy cases can test even the most experienced housing professionals.

    With an increased focus from the Housing Ombudsman and the Regulator on supporting vulnerable residents to sustain their tenancy this workshop will unpack the practical and human dimensions:

    • What do we mean by complex cases
    • Identifying vulnerability – recognising and managing risk before it escalates
    • Navigating multi-agency partnerships and legal frameworks effectively
    • Supporting vulnerable residents – balancing enforcement with support to achieve sustainable outcomes
    • Approaches to managing complex cases and key considerations:
      • Safeguarding
      • Having the right policies in place
      • Documenting and communicating decisions with transparency and care
      • Skills and expertise.

    Mark Lake, HQN associate, will lead this bitesize session using his extensive experience of both supported and general needs housing to set out the key elements of a comprehensive approach to managing complex cases. He’ll provide an overview of best practice setting out practical solutions to the common challenges.

    There will be time for discussion and sharing of ideas between participants.

    Delegates will go away with tools and tips for how you can better manage complex cases leading to positive outcomes for residents and the wider community.

    Whether you’re operational or responsible for strategy and policy this session will equip you with the insight and practical solutions needed to manage complexity.

    Essential for everyone working in tenancy/housing management and dealing with complex cases:

    • Housing and neighbourhood teams
    • Customer services teams
    • Estate services teams and block management
    • Income recovery teams
    • ASB and community safety teams
    • Tenancy sustainment
    • Safeguarding
    • Policy and strategy leads.
  • Our speakers

    Mark Lake, HQN associate
    Mark has 30+ years of expertise in the supported and social housing sector. He was director of housing with Hanover and then Anchor Hanover. More recently he worked for Housing 21 in a business development role. Mark also has direct experience of developing and leading services across specialist supported housing, including services for people experiencing mental ill health, young homeless people and rough sleepers.

    As a consultant, Mark has undertaken several large-scale service reviews with providers of housing and care including reviewing the service of the largest supported living provider in Northern Ireland as well as services provided by smaller specialist supported housing providers.
  • 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



This event comes with a professional development certificate

 

Making a booking:

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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 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
Step 8: You will receive a confirmation email with an order number, if you don’t receive this within 24 hours please get in touch with us – [email protected]