Gone but not forgotten – managing former tenant debt

Efficient collection and recovery of former tenant arrears (FTA) must be a key part of any successful income management strategy.

Gone but not forgotten – managing former tenant debt

Gone but not forgotten – managing former tenant debt The practical course is fully updated with the latest tips and ideas that will help you to:

  • Minimise debt and maximise FTA collection
  • Develop a proactive service that delivers value for money
  • Boost individual and team effectiveness and performance
  • Measure success and plan for the future.

What will you learn?

Tony Newman, RIEN lead, will provide you with a toolkit of resources and best practice examples.

He’ll take you through the FTA process ensuring you …

  • Understand the causes of FTA and the impact on the business and customers
  • Know how to prevent and minimise FTA
  • Drive collection rates up through dynamic case management, using the latest technology and techniques from the commercial sector
  • Use low-cost tracing facilities
  • Learn the secrets of working with debt collection and tracing agents
  • Work effectively with the Courts as part of the FTA recovery process
  • Measure success and building upon it.

Who should attend?

Everyone involved in the prevention and collection of former tenant rent arrears, those advising residents on money management and benefit: income and rent arrears officers, housing officers, contact centre staff, estate and neighbourhood management staff, support workers, welfare benefit and debt advisers, and financial inclusion officers.

Tony Newman - training

Income management Tony Newman

Tony Newman is lead associate for HQN’s Rent Income Excellence Network, with extensive experience in industry, local government and social housing.

Having helped many organisations to achieve significant improvements in collection performance and customer focus, Tony brings an unrivalled, clear understanding of best practice in housing income management.

Tony developed HQN’s income management and former tenant arrears toolkits and accreditation service.

He is a member of the Chartered Institutes of Housing and Credit Management, regional representative for the Financial Health Exchange and a module leader and lecturer at the University of Salford.

training track record

HQN has a track record of helping organisations achieve real and lasting performance improvements. If you are interested in accessing this training package, please contact us by emailing training@hqnetwork.co.uk