This workshop develops your understanding of debt – its impact on, and how it affects, people and how you can adapt your approach to be more effective.


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    Striking the right balance – maintaining income collection levels whilst supporting people living with debt can be very hard. The way this is approached and managed can sometimes feel very passive-aggressive, especially in how arrears procedures are explained and used. But it can also be a very effective way to open communication, initiate support, change views and reduce debt. During times when people have never felt under so much financial pressure.

    Facing up to the reality can be hard. Facing debt can be painful and uncomfortable. Debt can start for different many reasons, can spiral quickly, and take a long time to resolve leaving many people in debt for long periods of their lives.

    Debt can be categorised into different types but the psychology behind getting to grips with debt is the same. Nobody can do anything until they admit and face the problem.

    This has huge links to engagement. Those who cannot face up to recognising the problem, are also unlikely to be able to face you – their housing provider.

    How can we change the nature of how people living in our homes feel about debt?

    How does a process driven culture influence the nature of our communication with them?

    How can we limit the damage it does and make sure our processes and our communication help us to reduce debt and improve lives?

    This interactive session will focus on:

    • Understanding the types of debt and communicating to people living in our homes
    • Starting and nurturing engagement
    • Supporting people with debt management advice and signposting
    • Objective, non-judgemental, non-patronising communication
    • The use of processes and how this can help people living in rent debt
    • Managing process driven cultures and making them work for everyone,

    Who should attend?

    Essential for anyone working closely with tenants and leaseholders, particularly with people who are struggling on low incomes and with debt, including:

    • Income management teams
    • Customer services
    • Resident engagement
    • Support workers
    • Welfare advice teams
    • Allocations and lettings teams.
  • Our speaker

    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 Newman’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.

  • 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.

  • 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.


21 February 2024
10:00am - 11:30am
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25 April 2024
10:00am - 11:30am
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12 June 2024
10:00am - 11:30am
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