duration

Location
Virtual

Join us to explore the latest welfare changes and what they mean in practice for social landlords and their residents. 

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    State support provides a financial lifeline for millions of households – many of whom live in social housing. But successive governments have used benefits as a political football with a desire to cut spending and tighten eligibility rules. 

    The current government is no different. It is pressing ahead with a significant programme of reform. While proposed changes to Personal Independence Payment (PIP) have prompted parliamentary resistance, wider benefit reforms are moving forward – and 2026 is a pivotal year. 

    Updates to Universal Credit, including the scrapping of the two-child benefit cap, changes to Discretionary Housing Payments and wider policy adjustments are set to reshape the income landscape for many residents. 

    For income professionals, the operational challenge is clear: supporting tenants through an increasingly complex system while protecting rental income and tenancy stability. 

    Join us for a focused, insight-led session examining the latest welfare developments and what they mean in practice for social landlords and their residents. 

    This practical session will: 

    • Unpack recent and forthcoming policy changes – including key Universal Credit developments taking effect in 2026 
    • Scan the horizon to help you prepare for the next phase of welfare reform 
    • Share proven approaches to helping tenants navigate claims, transitions and entitlement checks 
    • Highlight strategies to strengthen tenancy sustainment, maximise benefit take-up and mitigate arrears risk.

    Whether you are a benefits specialist, financial inclusion officer, income or arrears professional, housing officer or policy lead, this session will equip you with practical insight, peer learning and actionable tools to stay ahead of the evolving welfare landscape. 

    Who should attend?

    This event is essential for social housing professionals responsible for supporting residents through welfare change and managing its impact on income collection, tenancy sustainment, and frontline services.

    It will be particularly valuable for those working in:

    • Rent income and arrears
    • Housing benefit and welfare reform
    • Tenancy sustainability
    • Housing management
    • Policy.

    It is also highly relevant for homelessness prevention teams, customer service staff, wellbeing and support services, and operational managers overseeing resident-facing housing functions.

  • Our speakers

    Sue Beasor, Rent Income Excellence Network Associate, HQN
    Sue Beasor has worked in benefits for several years. She has worked at a senior level in a number of local authorities and has spent more than 25 years working closely with social housing providers.

    Sue is an HQN associate and experienced trainer and consultant whose work includes delivering benefits and management training for local authority benefits services and social landlords, managing the implementation of legislation and organisational changes and analysing the effects of welfare reforms, particularly how they impact on the social housing sector.

    Nicola Cale, Customer Welfare Strategy Lead, Orbit
    Nicola Cale is the Customer Welfare Strategy Lead at Orbit, where she is responsible for shaping and delivering the organisation’s customer welfare strategy and leading its award‑winning Better Days wellbeing programme.

    With a strong commitment to enhancing customer experience, Nicola oversees the development of high‑quality support services that help customers manage financial pressures, sustain tenancies, improve wellbeing and strengthen their overall quality of life.

    Nicola joined Orbit following 14 years at Business in the Community (BITC), where she served as Operations Director. During her tenure, she led impactful programmes focused on improving lives and building resilient communities, working in partnership with organisations committed to creating positive social change.

    At Orbit, Nicola brings strategic focus and leadership to the services customers value most, from money and debt advice to mental health support, employment and skills coaching and digital inclusion. Her work builds on insights from Orbit’s customer research, which highlights the growing importance of wraparound support alongside affordable housing.

    Driven by the belief that everyone deserves the opportunity to thrive, Nicola is passionate about expanding the reach and impact of the Better Days programme and strengthening Orbit’s wider investment in customer wellbeing.

    Ravi Chonk, Assistant Manager – Money Advice, whg
    With 30 years of experience in the housing sector, Ravi has spent the last decade specialising in money advice and financial inclusion. He is deeply dedicated to ensuring customers are never left behind by a continuously evolving benefit landscape. His team of benefit and debt specialist provide expert guidance and compassionate support necessary for individuals to navigate intricate systems, secure their tenancies, and achieve long-term financial stability.

    Claire Hughes, Director of Governance, Housing and Communities (Deputy Chief Executive), Cheltenham Borough Council
    Claire Hughes is Director of Governance, Housing and Communities at Cheltenham Borough Council, and the council’s Monitoring Officer and Deputy Chief Executive. In this role, she is responsible for ensuring the council, its officers and elected members maintain high standards of conduct, and that decisions are made in a lawful and fair way.

    Alongside her governance responsibilities, Claire’s portfolio includes housing and housing strategy, as well as communities and is chair of the Cheltenham’s Community Safety Partnership. She is also the council’s Designated Data Protection Officer.
  • Programme

    10:30am Welcome and introductions

    Sue Beasor, HQN Associate

    10:35am Benefits update – what we can expect in 2026

    Sue Beasor, HQN Associate

    11:20am whg case study: communications and data-led support to maximise take-up

    Ravi Chonk, Assistant Manager – Money Advice, whg
    • Supporting residents through data analysis
    • Helping people access advice and maximise income
    • Lessons learned from a practical local response.

    11:50am Break

    12:00pm Maximising benefits and support

    Claire Hughes, Director of Governance, Housing and Communities (Deputy Chief Executive), Cheltenham Borough Council
    • How they have successfully increased benefit take up
    • A variety of initiatives from support with school uniforms to packages for first time tenants.

    12:30pm Orbit’s approach to the welfare strategy

    Nicola Cale, Customer Welfare Strategy Lead, Orbit
    • What the Better Days Programme covers and the impact it has had
    • Partnership arrangements
    • How customers have helped to shape it.

    1:00pm Q&A, discussion and key takeaways

    Sue Beasor, HQN Associate

    1:30pm Close

  • 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



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