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 a project manager, consultant and trainer with over 30 years’ experience across a range of industries, in the private and public sectors.

His work centres on helping social sector clients to maximise income and improve services to customers, especially to support the financial wellbeing and independence of vulnerable people.

Tony studied psychology and philosophy at the University of Stirling and maintains an active interest in communication and behavioural science. He incorporates the latest thinking on these subjects into his work.

He has extensive experience in designing and delivering highly effective negotiation training workshops and development programmes, across a range of sectors and in a variety of contexts. These include specialist workshops focused on housing management.

As an HQN associate, Tony designed HQN’s income management and financial inclusion toolkits and helped to develop the accreditation service for income management. He leads the specialist Rent Income Excellence Network and carries out regular “hands-on” service reviews and health checks on rent collection and arrears management.

He has a track record of supporting clients to improve performance in challenging environments and has practical experience of managing complex projects that have delivered improved social and financial outcomes.

Tony has written a number of papers and presented at many conferences on the subject of income maximisation, debt recovery and financial inclusion. He has a keen interest in the opportunities to improve quality and value for money through better integration of housing, social care and health services and more effective engagement with customers and communities.

Tony is a member of the Chartered Institute of Housing, Chartered Institute of Credit Management, the British Institute of Learning Disabilities, the Project Management Institute and the Financial Health Exchange, for whom Tony is a member of the Advisory Panel.

He is an associate lecturer at the University of Salford where he designs and leads on the University’s Introduction to Housing Policy and Practice blended learning degree module and is an associate of the University’s Sustainable Housing and Urban Studies Unit.

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