HQN virtual sessions

Here are the details of all our forthcoming virtual events, seminars, public training courses and best practice groups.

    • Event TypeHQN Event (Virtual)
    • VenueVirtual conference
    • Start23 Sep 2021 10:00
    • End24 Sep 2021 13:00

    SAFETYnet annual conference 2021: Back to basics to build a better tomorrow

    Details

    SAFETYnet Annual Conference 2021: Back to Basics to Build a Better Tomorrow

    Virtual conference

    This year’s annual conference starts by going back to the basics of health and safety – covering some of the key things which might have had a lower priority during Covid.

    It then looks to the future highlighting the important imminent changes coming for registered providers and health and safety teams in particular.

    Why should you attend?

    The pandemic has been a challenging time for many resulting in changing priorities and altered working practices. And now we have the new Building Safety Bill. This conference gives everyone with responsibility and an interest in health and safety to recentre and refocus – catch up with the basics of the big six (fire, electrics, gas, lifts, asbestos and water safety) and get ahead of the game with the Building Safety Bill.

    Across the two days we will cover a myriad of topics and you will be able to attend two of the three 30 minute workshops each day:

    Day one: Back to basics

    • Fire safety
    • Electrical safety
    • Asbestos
    • Legionella and water safety.

    Workshops:

    • Asbestos
    • Electrical safety.

    Day two: Looking to the future

    • The Building Safety Bill
    • Legal updates
    • Future working models
    • Hybrid/agile teams.

    Workshops:

    • Building Safety Bill – in practice
    • Legal – Building Safety Bill – in law

    Essential for:

    Everyone with responsibility and an interest in health and safety:

    • Health and safety specialists – managers and staff
    • Compliance and governance staff
    • Repairs and asset management teams
    • Estate management teams. 

    Confirmed speakers:

    • Stephen Trenery, Head of Compliance, Stonewater
    • Matthew Breakell, Partner, DAC Beachcroft
    • Alison Harvey, Group Asbestos Manager, Gentoo Group
    • Sarah Mallagh, Building Safety Regulator Programme, Policy Lead, HSE
    • Jane Porter, Chief Operating Officer, Optivo
    • Claire Moore, Associate, DAC Beachcroft
    • Derek Hillier, Merthyr Valleys Homes
    • Debbie Larner, Freelance Housing Consultant.

    What will you take away from the event:

    You’ll have the opportunity to discuss and debate with experts and practitioners. You’ll go away with the latest information and best practice at both a practical and strategic level. Handy tips on every aspect of Health and Safety. Lots of ideas ready to put into action back at the workplace.

    This event is highly recommended for members of the following networks. Not a member? Click the below links to find out more:

    The Housing Quality Network |  The Health and Safety Network | The Asset Management Network | The Strategic Network | The Housing Management Network.

    Please note, the places can be shared with other colleagues and don't all have to be attended by the same individual. If different people will be attending different days, please put 'share' in the delegate name below.

    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £175.00 *
    Members of any HQN network: £150.00 *

    SAFETYnet members offer: £49.00* after booking your first place

    Book now

    * Please note that all prices are subject to standard VAT. Byte Size members do not qualify for member discounts or free places at this event. Please call 01904 557150 for more information.

    Programme:      

    Click here to download the programme

    Cancellations and substitutions:

    A full refund will be given if a cancellation is made 28 calendar days or more prior to the event, and a 50% refund if a cancellation is made 15-27 calendar days prior to the event. We regret that no refund can be given if a cancellation is made 14 calendar days or less before the event.

    Cancellations must be made in writing, and will be acknowledged by HQN Limited. There is no refund for non-attendance, but delegates may be substituted at any time.

    The Health and Safety Network

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start28 Sep 2021 09:30
    • End28 Sep 2021 15:30

    Making scrutiny work – workshop for involved residents and resident involvement staff

    Details

    Making scrutiny work – workshop for involved residents and resident involvement staff

    Resident scrutiny is all about tenants and leaseholders holding their landlords to account. An effective scrutiny exercise should report on well evidenced findings and identify recommendations which really make a difference – benefiting both residents and landlords.

    But it’s not as simple as it sounds. This workshop will build on best practice and give delegates ideas to take back.

    Delegates will learn

    • How to set up and organise a resident scrutiny panel
    • What support and resources it should receive
    • The objectives and purpose of scrutiny
    • About working as a team
    • How to choose what to scrutinise
    • Methods that can be used in a scrutiny
    • How to work with the landlord body
    • How to source good practice for the service being scrutinised
    • The principles of producing an effective report
    • How to ensure a rigorous and robust set of conclusions
    • How to develop recommendations from those conclusions
    • How to ensure the recommendations are implemented.

    Who should attend

    Residents (tenants and leaseholders) of housing associations, local authorities and ALMOs.  Staff who work with and support involved residents. This workshop is ideal for everyone new to scrutiny as well as those wanting to refresh their approach.

    Our trainer

    Michael Guest is a well-established and sought-after consultant and trainer in housing. His expertise and experience extends across the housing sector, with specialisms in Governance and Resident Engagement. He is known for his highly professional, yet relaxed and approachable working style that lends itself in particular to learning and development assignments. This is combined with working comfortably at political and governance levels, through executive, management & operational staff and with involved residents and communities.

    After holding a number of senior management positions in housing, Michael has for the last 26 years been Director of Michael Guest Associates Ltd., providing consultancy and training to the sector. A key aspect of this work is as part of HQN programmes since its inception.

    Michael is a Chartered Housing Professional, Chartered Management Consultant and Chartered Manager.  A Fellow of the Chartered Institute of Housing he is a:

    • Regular Chair of and Lead Assessor on its Direct Finals Professional Interview Panels
    • Registered CIH Mentor for Senior Housing Professionals
    • Member of the Housing Academy, including as a trainer and as an Housing and Property Management Apprentices' Associate.

    He is also a Fellow of the Institute of Leadership and Management, the Royal Society for Public Health, the Chartered Management Institute, the Institute of Consulting, was awarded an MSc. (with Merit) in Leadership and Management in 2017, an MSc. (with Distinction) in Housing Studies in 2020 and a Postgraduate Certificate in Corporate Governance (with Distinction) in 2020.

    Outside of housing, Michael is a Chair of School Governors, Chair of the Board of a Learning Partnership company of schools and Company Secretary of a Leaseholders' Company.

    This course will also be running on 16 November 2021.

    find out more

    Meet At

    Further information

    Price per delegate
    Non-members:

    1 delegate: £275.00 *
    2 delegates: £250.00 *
    3+: £225.00 *

    Members of any HQN network:
    1 delegate: £250.00 *
    2 delegates: £225.00 *
    3+: £200.00 *

    * Please note that all prices are subject to standard VAT. Byte Size members do not qualify for member discounts. Please call 01904 557150 for more information.

    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 events@hqnetwork.co.uk

    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.

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start28 Sep 2021 09:30
    • End28 Sep 2021 15:00

    S.20 consultation – how to do it correctly so you can recover the costs of repairs and improvements from leaseholders and tenants

    Details

    S.20 consultation – how to do it correctly so you can recover the costs of repairs and improvements from leaseholders and tenants

    The aim of this training is to provide officers with an understanding of how different activities carried out by different parts of the business can impact on an organisation’s ability to fully recover “eligible” costs from both leaseholders and tenants.

    This one-day course will cover:

    • Understanding the contractual position for both tenants and leaseholders
    • The Right to Buy offer notice (S125) – its importance for ensuring full recovery of costs
    • The S.20 consultation process in detail for major works, long-term contracts and major works within long-term contracts, responsive repairs. The pitfalls and how to avoid them
    • Best practice in dealing with emergency works
    • S.20 case law and best practice
    • S.20B (18month ‘rule’) – how it works in practice, pro-active practices to ensure you are ahead of the game
    • How to enhance the consultation process – to avoid challenges at the First Tier Tribunal
    • Using the First Tier Tribunal as a ‘tool’ in ensuring the recovery of costs.

    Who should attend?

    Intermediate   Advanced

    All officers with responsibility for:

    • Designing, planning and delivery of planned maintenance and improvement work programmes
    • The delivery of the responsive repairs contract
    • Procurement and contract management of long-term contracts and tenders for works
    • Legal officers and leasehold officers
    • Officers dealing with RTB applications and notices.

    Our trainer

    Jackie Dickins has been an HQN Associate since 2001 and is our lead consultant for HQN’s Leasehold Network. Prior to this she held positions at a London borough and two large housing associations based in London, where she was responsible for leasehold management and promoting work in the field of low-cost home ownership initiatives. Jackie undertakes many of HQN’s service reviews and service improvement work on leaseholder and home ownership. She has also worked in interim positions with a number of local authorities, arm’s length management organisations and housing associations as head of home ownership/home ownership manager.

    Jackie also runs pre-exam workshops at associate and member level for the Institute of Residential Property Managers (IRPM) and is delivering training for apprentices seeking associate membership of the IRPM.

    Jackie is responsible for developing, and is a lead assessor of HQN's leasehold accreditation scheme.

    Sold out

    This course will also be running on 3 November 2021.

    find out more

    Meet At

    Further information

    Fees
    Price per delegate

    Non-members:
    1 delegate: £275.00 *
    2 delegates: £250.00 *
    3+: £225.00 *

    Members of any HQN network:
    1 delegate: £250.00 *
    2 delegates: £225.00 *
    3+: £200.00 *

    * Please note that all prices are subject to standard VAT. Byte Size members do not qualify for member discounts. Please call 01904 557150 for more information.

                                        

    Key to who should attend:

    Basic/refresher
    Refresher/Basic

    Intermediate
    Intermediate

    Advanced
    Advanced

    All
    Suitable for staff of all levels

                                        

    This course will be particularly relevant to members of:

    Leasehold Network
    The Leasehold Network

                                        

    Cancellations
    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 events@hqnetwork.co.uk

    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.

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start28 Sep 2021 13:30
    • End28 Sep 2021 16:30

    How to run brilliant and inclusive virtual meetings

    Details

    How to run brilliant and inclusive virtual meetings

    We are all spending more  and more time in virtual meetings – and this is likely to continue. But are we making the most of them? Are they as productive as they could be? Are they even needed?

    This virtual session will provide some practical and proven techniques to ensure that you only call meetings when necessary, always achieve your objectives and provide a space for people to contribute in a collaborative and inclusive way.

    What delegates will learn

    • How to make sure “you really need this meeting”
    • How to ensure meetings are inclusive and everyone gets their voice heard
    • How to develop an effective checklist to critique your current approach and develop a clear plan of action
    • Why is it more tiring to listen in virtual meetings and how to avoid virtual fatigue
    • How to ensure you never have another ineffective meeting
    • How to deal with challenging participants and make sure everyone understands their role
    • How to address our own biases and make great quality decisions
    • Five strategies that will up your game and ensure you will be a brilliant chair or assertive participant.

    Who should attend

    Everyone who is responsible for facilitating or chairing virtual meetings.

    Our trainer

    Emma Walker-Cotton is an award winning trainer specialising in leadership development. She has over 25 years experience of training design and delivery in both the public and private sector, including working as HR Director for Amnesty International. Emma is passionate about individuals having the opportunity to fulfil their potential and develop their resilience. She always ensures that participants leave the session with practical skills they can implement back in work.

    This course will also be running on 2 December 2021.

    find out more

    Meet At

    Further information

    Price per delegate
    Non-members:

    1 delegate: £200.00 *
    2 delegates: £175.00 *
    3+: £150.00 *

    Members of any HQN network:
    1 delegate: £175.00 *
    2 delegates: £150.00 *
    3+: £125.00 *

    * Please note that all prices are subject to standard VAT. Byte Size members do not qualify for member discounts. Please call 01904 557150 for more information.

    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 events@hqnetwork.co.uk

    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.

  1. Voicescape: The future of tenant engagement in income collection

    Details

    Voicescape: The future of tenant engagement

    Free webinar

    The session will highlight the advantages of taking a behavioural and data science focused approach to income collection and tenant engagement, hosted by Voicescape’s Head of Insights and Behavioural Insights Lead, Chris Walker. Within this workshop, attendees will have a hands-on opportunity to apply these perspectives.

    They’ll also be joined by Thirteen’s Head of Finance to explore how the application of digital technology can supercharge Housing Association’s ability to utilise these perspectives and drive targeted and tailored tenant engagement.

    What will be covered:

    This virtual best practice group will explore.

    • Background: the benefits of viewing tenant engagement in the world of income collection through the lenses of behavioural science and data science
    • Interactive groups: how to practically apply these perspectives to tackle key business problems
    • Demo: demonstration of the power of combining data science, behavioural science and digital technologies
    • Discussion: feedback and discussion around the application of digital technologies.

    The rough process of the workshop will be:

    • Background theory
    • Interactive break-out rooms
    • Break
    • Demo of role of digital technology
    • Discussion
    • Q&A
    • Closing.

    Why should you attend:

    This workshop is an opportunity for any rental income or resident engagement housing professional in a customer facing role who wants to learn more about the world more about how data science can support improved tenant engagement.

    Tenant engagement is the core facilitator of building trust between housing associations and tenants. However, engagement is difficult and represents a significant challenge for a lot of organisations.

    Data science and behavioural science provide the opportunity to view tenant engagement from a new perspective.

    Data science provides a depth of understanding about your organisation and your tenants while behavioural science allows us to reframe problems in terms of their human behaviour components and allows for the application of evidenced-based insights to tackle these problems.

    This workshop highlights the advantages of utilising these perspectives – efficiency savings, intervention effectiveness, strengthening landlord-tenant relationship – whilst also providing a hands-on opportunity to learn how to apply them. In addition it’ll explore how to supercharge these perspectives by combining them with digital technology allowing us to explore the future of tenant engagement.

    What will you take away from the event:

    • Ideas and key insights from using a data science and behavioural science perspective
    • Practical framework and hands-on experience of applying these insights
    • Detailed preview of how these insights and frameworks can be embedded into digital technology to transform working processes.

    Speakers:

    Geoff Siggens: Head of Insight Services

    Geoff Siggens has over 30 years of experience as a researcher, analyst and data scientist. His experience is across a broad cross-section of sectors and organisations, but his focus over recent decades has been within the health, housing and third sectors. Within social housing his work spans almost 20 years, delivering consultancy services and strategic insight.

    He has been with Voicescape for over two years and is currently Head of Insight Services, where he runs a small team delivering bespoke insight projects to the social housing sector as well as the design and development of machine learning and AI functionality in the suite of Voicescape software products.

    Chris Walker: Behavioural Insights Lead

    As the behavioural insights lead at Voicescape, Chris Walker combines behavioural science, data science and technology to deliver evidence-based solutions that supports our clients by enhancing and simplifying organisational processes, ensuring that everyone gets access to the support that they need.

    Chris has spent most of the last decade studying and working in the field of psychology and human behaviour, applying his knowledge of human behaviour in a working capacity across numerous projects, most recently focusing on social housing.

    A key aspect of Chris’ work focuses on how targeting and tailoring interventions can influence decision-making and behaviour, a topic he has published research on in an academic journal.

    Caroline Speirs: Head of Finance, Thirteen Housing Group (Guest speaker)

    With over 20 years of housing and income management experience, Caroline leads on credit control services for Thirteen, focusing on the recovery of former and current tenant debt. 

    As a former senior project business partner in finance involving business and transformational change, Caroline is well-placed to implement new ideas and utilises technology to recover debt without increasing resources.

    Caroline recently led the implementation of the first robotic process automation technology for income collection at Thirteen, which completes tasks and processes in a fraction of the usual time, creating business resilience, value and saving money for residents.

    She is also Chair of the FTA best practice group, which share best practices with others. This group is now recognised for its approach nationally and for supporting each other and sharing its learning across many different organisations.

    If you are members of the following networks, this event will be beneficial. Not a member? Click the below links to find out more:

    The Housing Quality Network | The Innovation and Technology Network | The Residents Network | The Strategic Network | The Housing Management Network | The Rent Income Excellence Network

    find out more

    Meet At

    Delegate fees:

    *FREE to to all HQN members and non-members.

    Book now

    To check your membership entitlement please email networks@hqnetwork.co.uk or call 01904 557150 (option 3).

    * Please note that all prices are subject to standard VAT. Please call 01904 557150 for more information.

    Cancellations and substitutions:

    Cancellations must be made in writing, and will be acknowledged by HQN Limited. Delegates may be substituted at any time.

    In partnership with:

    Voicescape

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start29 Sep 2021 09:00
    • End29 Sep 2021 13:00

    First steps into management – sink or swim!

    Details

    First steps into management – sink or swim!

    The most difficult time for a manager is often within the first six months of being promoted into a management position. Taking that first step into management can be incredibly daunting – particularly when you’ve been promoted from within your own team.

    The Harvard Business Review article ‘Becoming the Boss’ describes the struggles that new managers face as representing the norm, not the exception.

    This practical and participative workshop explores those struggles and challenges and helps you to focus on the key criteria necessary for making a confident transition into management.

    You will learn:

    • To be able to choose and use a style of management that suits both the individual and the situation
    • To confidently manage people who were previously a peer group
    • To understand the manager’s role in the development of the team
    • To acknowledge and avoid the pitfalls of dysfunctional teams
    • To enable individuals to achieve their potential by recognising their motivators
    • To delegate effectively and give meaningful feedback.

    What the course will cover:

    Choosing your leadership style:

    • Roles and responsibilities of team leaders and managers
    • The six styles – which works for you?
    • Managing in the 21st century – exploding the myths
    • The challenges of moving from team member to team leader.

    Creating high performing teams:

    • Moving from pseudo team to real team
    • Characteristics of high-performing teams – self-assessment activity
    • Identifying and overcoming the dysfunctions of teams.

    Getting the best out of individuals:

    • What fires them up? The eight desires of motivation
    • Challenging the under-performers
    • The art of delegation
    • Giving praise and developmental feedback.

    Review and action planning:

    • What’s going to be different tomorrow?

    Who should attend?

    This course is ideal for newly-appointed or soon-to-be-appointed team leaders and managers.

    Our trainer

    Sue Waterall is a training specialist with over 15 years’ experience of training design and delivery in both the public and private sector. She is passionate about personal development and behavioural change, and uses her energy and facilitation skills to create a positive, stimulating learning environment. Sue is a certified practitioner of NLP, is accredited in the use of a range of emotional intelligence inventories and holds the CIPD Certificate in Training Practice.

    Sold out

    This course will also be running on 10 November 2021.

    find out more

    Meet At

    Further information

    Price per delegate
    Non-members:

    1 delegate: £200.00 *
    2 delegates: £175.00 *
    3+: £150.00 *

    Members of any HQN network:
    1 delegate: £175.00 *
    2 delegates: £150.00 *
    3+: £125.00 *

    * Please note that all prices are subject to standard VAT. Byte Size members do not qualify for member discounts. Please call 01904 557150 for more information.

    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 events@hqnetwork.co.uk

    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.

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start29 Sep 2021 10:00
    • End29 Sep 2021 16:00

    Homes (Fitness for Human Habitation) Act 2018 and housing disrepair

    Details

    Homes (Fitness for Human Habitation) Act 2018 and housing disrepair

    This virtual training course covers everything you need to know about the new Act. It takes a practical look at what it means to social housing providers highlighting the key changes and their implications.

    Course content:  

    Topics covered include:

    • The Homes (Fitness for Human Habitation) Act 2018 in detail
    • Who and what the new statute covers, what is excluded and what it all means in practise
    • How to deal with problematic issues relating to the statute and other safety duties i.e. access, retrofitting
    • Tenants' obligations "using the property in a tenant-like manner"
    • Recent case law and its implications Defective Premises Act 1972, Environmental Protection Act 1990
    • The latest best practice
    • Common law requirements and the duty of care
    • s.11Landlord & Tenant Act 1985
    • The importance of 'statutory nuisance' and the tenants' obligations  – "using the property in a tenant-like manner"
    • The disrepair 'protocol'.

    Who should attend? 

    Everyone who needs to understand the law relating to repairs obligations and the fitness for human habitation act including technical repairs staff as well as repair takers/administrative support staff.

    Our trainer

    Richard Paris has an MA from Queens’ College, Cambridge and a post-graduate Diploma in Housing from LSE. From 1991-93 he was senior research officer at LSE Housing, and has worked for short-life and supported housing agencies, mainstream housing associations and local authorities. He is a freelance housing law specialist with 20 years’ training and development experience undertaking educational training, consultancy, policy and procedure health checks. He specialises in housing law updates, dealing with anti-social behaviour effectively, preventing and controlling rent arrears, do-it-yourself possession proceedings, the law in supported housing and the law on disrepair and best practice.

    This course will also be running on 17 November 2021

    find out more

    Meet At

    Further information

    Price per delegate
    Non-members:

    1 delegate: £275.00 *
    2 delegates: £250.00 *
    3+: £225.00 *

    Members of any HQN network:
    1 delegate: £250.00 *
    2 delegates: £225.00 *
    3+: £200.00 *

    * Please note that all prices are subject to standard VAT. Byte Size members do not qualify for member discounts. Please call 01904 557150 for more information.

    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 events@hqnetwork.co.uk

    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.

    • Event TypeHQN Event (Virtual)
    • VenueVirtual workshop
    • Start29 Sep 2021 10:30
    • End29 Sep 2021 13:00

    Transforming the customer experience in social housing – a White Paper workshop

    Details

    Transforming the customer experience in social housing – a White Paper workshop

    Virtual Workshop

    With the Social Housing White Paper compelling housing providers to become more customer-centric, we asked award-winning CX agency Hellon to develop an exclusive workshop to help landlords reset the relationship with their residents.

    Bringing together elements of their previous HQN workshops on co-design, cultural transformation and customer journey mapping, Hellon’s new workshop will provide fresh and illuminating insights into the positive potential of the White Paper’s recommendations and how housing providers who are committed to genuine change should go about making it happen.

    Published last November, the Social Housing White Paper’s key objective is to ensure the resident voice is heard at every level, from the front line to the board room. It aims to increase the accountability and transparency of landlords; measure their performance in key areas and ensure residents live in a safe, warm home and get a first-class service.

    From a customer experience and service design perspective, communicate, involve, listen and act are to become key watchwords for all social housing providers.

    For this to happen, genuine cultural change will be required in many organisations. On top of exploring new methods of engagement and service design, landlords will be required to measure their performance across a number of key areas and share the results publicly. 

    So, how do housing providers deliver the changes required to meet the ambitions of the White Paper? And what are the key areas we need to focus on to ensure all the relevant dots are joined up?

    During this virtual workshop, Hellon will approach the White Paper from a service design perspective and help delegates to:

    • Familiarise themselves with the ‘customer experience’ elements of the White Paper and the Charter for Social Housing Residents
    • Learn about the importance (and process) of steering and transforming your organisation’s culture and strategy towards customer-centricity
    • Understand the new standards and responsibilities you have as a landlord, directly related to resident experience
    • Learn how to engage with your residents effectively and the value it generates 
    • Educate your employees in the importance of customer service and getting to know residents, regardless of their role
    • Learn about the key principles of engagement when engaging with residents, including those with more complex needs
    • Learn how to implement a new complaints journey in response to the new Complaints Handling Code
    • Learn about the value of measuring customer satisfaction and experience and how to do it effectively.

    About Hellon

    “Great customer experiences are in our hearts, and our mission is to help you become the best you can be” Hellon

    Hellon is the most awarded customer experience design agency in the world, working across many sectors from retail and finance to health and housing. The team comprises a diverse group of experts, united by a common love for CX design and a passion to make things better. It has offices in Helsinki and London and has worked with companies in more than 20 countries.

    This workshop is essential for the following:

    • Chief executives
    • Executive teams
    • Customer experience and customer service teams
    • Business transformation and innovation teams
    • Policy and strategy teams
    • Housing management teams
    • Resident engagement teams.
    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £175.00 *
    Members of any HQN network: £150.00 *

    Book now

    * Please note that all prices are subject to standard VAT. Byte Size members do not qualify for member discounts or free places at this event. Please call 01904 557150 for more information.

    Programme:  

    Click here to download the programme

    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 events@hqnetwork.co.uk

    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.

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start30 Sep 2021 09:30
    • End30 Sep 2021 15:00

    Introduction to leases and recovery of service charges

    Details

    Introduction to leases and recovery of service charges

    Leasehold management can be complex and brings challenges that are not often encountered in more mainstream social housing provision. Delegates will learn the skills needed when dealing with a wide range of leasehold properties and understanding the challenges that they bring. 

    This course will cover: 

    • Core terms in a lease 
    • Variable service charges statutory control 
    • The Commonhold and Leasehold Reform Act 
    • Service charge enforcement options 
    • Section 20 consultation 
    • The role of the First Tier Tribunal (Property Chamber). 

    What will you learn? 

    • Governing legislation and regulation 
    • Dealing with service charge challenges 
    • Service charge recovery methods 
    • Effectively managing leasehold services 
    • Importance of lease terms 
    • The impact of recent case law. 

    Who should attend? 

    Refresher/Basic   Intermediate

    All staff who are involved in dealing with

    • Leasehold schemes
    • Policy and procedure and recovering service charges
    • Housing officers, housing managers, leasehold managers, heads of housing, and property services. 

    Our trainer

    Jackie Dickins has been an HQN Associate since 2001 and is our lead consultant for HQN’s Leasehold Network. Prior to this she held positions at a London borough and two large housing associations based in London, where she was responsible for leasehold management and promoting work in the field of low-cost home ownership initiatives. Jackie undertakes many of HQN’s service reviews and service improvement work on leaseholder and home ownership. She has also worked in interim positions with a number of local authorities, arm’s length management organisations and housing associations as head of home ownership/home ownership manager.

    Jackie also runs pre-exam workshops at associate and member level for the Institute of Residential Property Managers (IRPM) and is delivering training for apprentices seeking associate membership of the IRPM.

    Jackie is responsible for developing, and is a lead assessor of HQN's leasehold accreditation scheme.

    This course will also be running on 24 November 2021.

    find out more

    Meet At

    Further information

    Fees
    Price per delegate

    Non-members:
    1 delegate: £275.00 *
    2 delegates: £250.00 *
    3+: £225.00 *

    Members of any HQN network:
    1 delegate: £250.00 *
    2 delegates: £225.00 *
    3+: £200.00 *

    * Please note that all prices are subject to standard VAT. Byte Size members do not qualify for member discounts. Please call 01904 557150 for more information.

                                        

    Key to who should attend:

    Basic/refresher
    Refresher/Basic

    Intermediate
    Intermediate

    Advanced
    Advanced

    All
    Suitable for staff of all levels

                                        

    This course will be particularly relevant to members of:

    Leasehold Network
    The Leasehold Network

                                        

    Cancellations
    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 events@hqnetwork.co.uk

    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.

  2. Can Do Wales – a HQN Cymru best practice session

    Details

    Free to members

    HQN Cymru Can Do Good Practice sessions focus on the very latest innovation from across the housing sector.

    The sessions provide an informal and interactive forum to explore in detail cutting edge themes and projects.

    Our September session will focus on two contrasting areas of practice.

    Theme one:  Sustainable Futures

    Linda Whittaker and Jonathan Morris, Tai Tarian

    Linda will give an overview of what TT are doing to build a whole organisation, sustainable approach to addressing the climate change emergency.

    As part of these ambitions, Jonathan will outline how a major Can Do project in Sandfields is shaping a fresh approach to community investment in the foundational economy and the impact this is having across NPT and the local Public Service Board.

    Theme two: delivering new homes through partnership

    Gareth Davies and Mike Owen, CCHA

    Housing Justice Cymru has announced new development partners as part of their affordable homes programme. It is based on working with housing organisations who have the capacity and skills to build new housing and share values around helping those in need and addressing the housing crisis.

    Gareth and Mike will bring you up to date with the work of the consortium CCHA are leading that includes Newydd, Valleys to Coast, Melin and First Choice

    *This session is free to members of the Housing Quality Network Cymru. To check your entitlement email networks@hqnetwork.co.uk or call 01904 557150 (option 3). 

    **Places are limited to two per organisation. Further bookings will be added to a waiting list for places. 

    find out more

    Meet At

    Further information

    Delegate fees:

    *FREE to members of the Housing Quality Network Cymru.

    Non-members: £60.00 *

    To check your membership entitlement please email networks@hqnetwork.co.uk or call 01904 557150 (option 3).

    * Please note that all prices are subject to standard VAT. Please call 01904 557150 for more information.

    Cancellations and substitutions:

    Cancellations must be made in writing, and will be acknowledged by HQN Limited. Delegates may be substituted at any time.

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start30 Sep 2021 10:00
    • End30 Sep 2021 16:00

    How possession proceedings work in the county court

    Details

    How possession proceedings work in the county court

    Possession proceedings should be a last resort for landlords as the implications for tenants are severe – the possible loss of their home. Any action must be shown to be both reasonable and proportionate. Landlords, now more than ever, need to ensure they are up-to-date with the latest changes (including those introduced during the Covid-19 pandemic) and practises on possession proceedings to ensure they do not fall foul to the changes.

    This virtual, live training is interactive. Delegates will work on real life case studies providing an engaging and effective learning experience and will leave feeling more empowered and confident in their understanding of how possession proceedings work.

    This course is designed for especially for staff who take, are involved in or need to know about possession action and all the practical steps involved.

    The session will cover:

    • The relevant legal frame work
    • When possession can be sought
    • Compliance with the Ppe-action protocol for social housing landlords
    • Relevant grounds for seeking possession (mandatory and discretionary)
    • How to carry out justification/ proportionality risk assessments effectively
    • Drafting and serving notices
    • Issuing proceedings and the court process
    • Ensuring paperwork is in order for the ‘review hearings’
    • Attending a Court hearing remotely or in person
    • Typical defences raised against landlords
    • Applying for a warrant of possession
    • Case studies for rent arrear and nuisance possession cases
    • Relevant case law and Human Rights impact.

    What will delegates learn?

    • Understand why possession must be a last resort
    • Ensure all evidence is included in court documents (including impact of Covid-19 on the tenant and occupiers)
    • Understand the current challenges faced during the pandemic in seeking possession
    • Understand the impact of changes to the Civil procedure rules on possession proceedings
    • How to be prepared for defences and counter claims.

    Who should attend?

    Essential for staff who take, are involved in or need to know about possession action and all the practical steps involved. Suitable for new staff and as a refresher.

    Our trainer

    Aisha Akhtar qualified as a lawyer in 2009 having taken a keen interest in social housing. She has worked both in-house and in private practice. She joined Network Homes in October 2017 as their in-house social housing expert. She manages a team and deals with all housing management matters. 

    She has been a board member for a housing association previously in East London and is currently an Advisory Board member for Inspirited Minds (a mental health Charity).

    She has delivered training sessions throughout the country on various topics throughout her career. She regularly delivers both public and tailor made in-house training to various HAs and LAs.

    Aisha really enjoys delivering training and empowering people, she makes the sessions interactive so there is an exchange of ideas so delegates leave feeling confident in implementing positive change.

    This course will also be running on 4 November 2021.

    find out more

    Meet At

    Further information

    Price per delegate
    Non-members:

    1 delegate: £275.00 *
    2 delegates: £250.00 *
    3+: £225.00 *

    Members of any HQN network:
    1 delegate: £250.00 *
    2 delegates: £225.00 *
    3+: £200.00 *

    * Please note that all prices are subject to standard VAT. Byte Size members do not qualify for member discounts. Please call 01904 557150 for more information.

    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 events@hqnetwork.co.uk

    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.

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start30 Sep 2021 10:00
    • End30 Sep 2021 15:00

    Project management bootcamp – how to deliver a successful project

    Details

    Project management bootcamp – how to deliver a successful project

    Most organisations run projects – but under 40% of those projects are delivered on time, on budget and achieve their objectives. 

    A project has a much higher chance of success if the strategy is clear and everyone involved knows the principles of running a project. All members of the team need clarity on their roles and what is needed from others to ensure plans are effective. This training will give you the skills to ensure you plan all of this. 

    This course will be delivered in a single day – two hours in the morning and two hours in the afternoon. It will lead you through the essentials of project management, why it is needed and what makes a project run well. The focus will be on techniques and actions needed to deliver high quality projects on time and budget. Delegates will leave the day with a comprehensive overview of project management and practical skills and templates to help your organisation accomplish success. 

    What will delegates learn? 

    • Differences between a project and business as usual
    • Benefits of project management
    • Project lifecycle and features of a successful project
    • Roles within a project and characteristics of effective project teams
    • Identifying and engaging stakeholders
    • Communication for results
    • Outlining project scope and producing a plan
    • Scheduling, monitoring and reporting
    • Risk and issue management – and what to do when things go wrong
    • Managing changes 
    • How to successfully conclude a project.

    Who should attend? 

    Refresher/Basic   Intermediate

    • Everyone who wants to properly critique the way they are currently running projects and use practical project management tools and techniques that work
    • The course is suitable for people who are new to project management or those who are working as a part of a project team
    • The session content can be flexible and structured to consider the needs and experience level of those attending. 

    Our trainer

    Ruth Walker-Cotton is a qualified project manager (APM PMQ), a member of the Association of Project Management and has an MSc in Strategic Project Management.

    Ruth has extensive experience of writing and implementing strategies and managing campaigns and projects within the Charity, NHS and Housing sectors. She is experienced in people management and loves designing and implementing systems and processes to ensure clarity and efficiency. 

    Ruth's main areas of focus are strategy development and project management – whether working with leaders to develop a feasible strategy and the most effective projects to implement it, setting up project governance and planning processes, training project leaders and teams or guiding them through a project – supporting businesses to improve their strategic and resource planning, working with them as they go through organisational change.

    This course will also be running on 20 October and 1 December 2021

    find out more

    Meet At

    Further information

    Fees
    Price per delegate

    Non-members:
    1 delegate: £275.00 *
    2 delegates: £250.00 *
    3+: £225.00 *

    Members of any HQN network:
    1 delegate: £250.00 *
    2 delegates: £225.00 *
    3+: £200.00 *

    * Please note that all prices are subject to standard VAT. Byte Size members do not qualify for member discounts. Please call 01904 557150 for more information.

                                        

    Key to who should attend:

    Basic/refresher
    Refresher/Basic

    Intermediate
    Intermediate

    Advanced
    Advanced

    All
    Suitable for staff of all levels

                                        

    This course will be particularly relevant to members of all networks.

                                        

    Cancellations
    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 events@hqnetwork.co.uk

    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.

  3. The Residents’ Network best practice group: Customer satisfaction in the Social Housing White Paper (Joint session)

    Details

    Free to members

    Apologies this is now fully booked

    The Residents’ Network is pleased to announce the third of its new look, quarterly sessions. Following the success of the first two runs, the sessions will see separate groups for staff and residents, with the final session pulling together the thoughts of both groups into notes and findings backed by both residents and staff.

    The topic for this quarter is Customer Satisfaction from the Social Housing White Paper. This will include questions such as:

    • How we measure them?
    • How effective are they in painting the full picture of customer satisfaction?
    • Do the listed questions cover enough ground?
    • What additional questions would be useful?

    To book your free place on any of the other sessions, please follow the links below and complete the bookings form:

    *This session is free to members of the Residents' Network. To check your entitlement, email networks@hqnetwork.co.uk or call 01904 557150 (option 3). 

    **Places are limited to two per organisation. 

    find out more

    Meet At

    Further information

    Delegate fees:

    *FREE to members of the Residents' Network.

    Non-members: £60.00 *

    To check your membership entitlement please email networks@hqnetwork.co.uk or call 01904 557150 (option 3).

    * Please note that all prices are subject to standard VAT. Please call 01904 557150 for more information.

    Cancellations and substitutions:

    Cancellations must be made in writing, and will be acknowledged by HQN Limited. Delegates may be substituted at any time.

    The Residents' Network

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start05 Oct 2021 09:30
    • End05 Oct 2021 12:30

    Where strategy meets projects – how to bridge the gap

    Details

    Where strategy meets projects – how to bridge the gap

    59% of senior executives say their organisations struggle to bridge the strategy-implementation gap.

    Research shows that only one in 10 organisations is effectively achieving its strategic goals. Many companies have strategies which look fantastic, yet there is often no clear plan to make sure they become a reality. Choosing the right projects and delivering them effectively can be the difference between failure and success.

    Sometimes there are too many initiatives planned without considering what is feasible, and even when projects are linked to your strategy, they can struggle if there is a lack of leadership understanding of roles and processes.

    This short course will help you look at the choices you are making and understand how to use projects to turn your organisational aims and objectives into successful outcomes. You will leave the session with practical information and techniques you can implement immediately.

    What you will learn

    • Aligning projects with organisational strategy
    • Making effective choices – assessing projects for value and feasibility
    • Clarity on project roles and responsibilities
    • The importance of a project sponsor and the link with your project managers
    • Communicating your strategy for engagement – what is your feedback loop (and does it work?)
    • Guidance, reporting and assurance through phases of a project
    • Ending projects well and incorporating learning
    • Project management maturity – where do you want to aim for?

    Who should attend?

    Any leaders who wish to ensure their vision is translated into practical outcomes. Managers or directors who may be on project boards, steering groups or who are project sponsors. This training can be adapted for an in-house team, to ensure the most important areas for your organisation are covered.

    Our trainer

    Ruth Walker-Cotton is a qualified project manager (APM PMQ), a member of the Association of Project Management and has an MSc in Strategic Project Management.

    Ruth has extensive experience of writing and implementing strategies and managing campaigns and projects within the Charity, NHS and Housing sectors. She has successfully improved performance in a variety of sectors, through setting and achieving targets in partnership with key stakeholders.

    Ruth is experienced in people management and loves designing and implementing systems and processes to ensure clarity and efficiency. Her main focus is project management – whether training a team or guiding them through a project – supporting businesses to improve their strategic and resource planning, working with them as they go through organisational change.

    find out more

    Meet At

    Further information

    Price per delegate
    Non-members:

    1 delegate: £200.00 *
    2 delegates: £175.00 *
    3+: £150.00 *

    Members of any HQN network:
    1 delegate: £175.00 *
    2 delegates: £150.00 *
    3+: £125.00 *

    * Please note that all prices are subject to standard VAT. Byte Size members do not qualify for member discounts. Please call 01904 557150 for more information.

    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 events@hqnetwork.co.uk

    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.

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start05 Oct 2021 09:30
    • End05 Oct 2021 15:00

    Working effectively with hoarders

    Details

    Working effectively with hoarders

    Hoarding is a very complex condition and can have a massive impact on the tenant, the property, the landlord as well as neighbours. Sometimes it’s a mental illness, sometimes a type of neglect. It can be caused by various other complex factors. Understanding hoarding and the tools available is a must. 

    Hoarding is not against the law but the damage it can cause often breaches tenancy agreements, Public Health legislation and could even be a safeguarding issue. Hoarders need to be identified as quickly as possible and support offered – or in extreme cases enforcement action taken. There are many types of support – de-cluttering and therapy, behavioural contracts, SMART monitoring. Hoarders must be properly assessed using appropriate and accredited tools.

    This course will explore all the recognised options that are available to staff working with hoarders as well as help organisations to create policy procedures and protocols. It will look at the role of housing professionals as well as how health or social care specialists can assist.

    You will learn:

    • About hoarding disorder and its possible causes
    • About OCD, including causes, prevalence, symptoms and links to hoarding
    • And be given the tools to help identify and work with hoarders
    • To understand and be able to categorise different types of hoarders using a validated screening tool
    • To understand how to work effectively and creatively with hoarders using proven methods and recognised techniques
    • About enforcement techniques for hoarders
    • About different support and specialist treatment options for hoarders.

    Who should attend?

    All

    All housing, care and support staff as well as repairs and frontline staff who have direct contact with customers will benefit from this course as hoarding is so prevalent and has such an impact on customers and services alike.

    Our trainer

    Danny McGowan BSC, MSC has been involved in supporting people with complex needs for over 20 years. He has developed experience in many specialist areas, such as working with hoarders and those with a dual diagnosis and is a qualified CBT therapist and Life Coach. He has been delivering training for the housing sector for over a decade and has many years’ experience of developing client/customer involvement and peer mentoring schemes.

    Danny uses a combination of his years of experience, current good practice guidelines and research evidence to deliver the topics he trains. He uses a holistic interactive training style that provides delegates with real skills and information, which they are then able to apply back in the workplace and beyond. He has delivered training and provided consultancy to numerous organisations during his career. Notable clients include the Department of Health, Department of Work and Pensions and the Home Office as well as housing organisations across the UK.

    This course will also be running on 7 December 2021.

    find out more

    Meet At

    Further information

    Fees
    Price per delegate

    Non-members:
    1 delegate: £275.00 *
    2 delegates: £250.00 *
    3+: £225.00 *

    Members of any HQN network:
    1 delegate: £250.00 *
    2 delegates: £225.00 *
    3+: £200.00 *

    * Please note that all prices are subject to standard VAT. Byte Size members do not qualify for member discounts. Please call 01904 557150 for more information.

                                        

    Key to who should attend:

    Basic/refresher
    Refresher/Basic

    Intermediate
    Intermediate

    Advanced
    Advanced

    All
    Suitable for staff of all levels

                                        

    Dates
    Alternative dates

    7 December 2021

                                        

    This course will be particularly relevant to members of:

    Housing Management Network
    The Housing Management Network

    Residents Network
    The Residents' Network

                                        

    Cancellations
    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 events@hqnetwork.co.uk

    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.

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start05 Oct 2021 10:00
    • End05 Oct 2021 16:00

    Excellence in procurement and contract management

    Details

    Excellence in procurement and contract management

    Achieve excellence through your contracts and achieve value for money. 

    These are economically challenging times. We’re all busy reducing costs so it’s easy to lose sight of quality. But getting this balance right is crucial – repairs and estate services are the most frequently complained about services. Poor procurement and contract management is often at the root – organisations struggle with managing contracts and contractors effectively. 

    Intermediate level course: 

    Designed to help staff improve and develop effective procurement and contract management skills. It covers the principles, the process, the detail and the practicalities, and applies them all to effective procurement and contract management. 

    It is applicable to reactive repairs, planned and investment works as well as estate services, grounds maintenance and caretaking – whether your services are delivered by in-house teams or external contractors. 

    You’ll hear about all the problems and common pitfalls and the solutions: 

    • Internal and external rules around procurement 
    • How to establish an effective contract management system 
    • Performance management and use of KPIs 
    • What to do when things do wrong 
    • Negotiating and achieving improvement from contractors 
    • Achieving value for money 
    • The role of residents in procurement and monitoring 
    • Practical sessions and workshops based on real scenarios 
    • Procurement and social value. 

    Who should attend? 

    Intermediate

    Everyone up to middle managers with responsibility for maintenance and estate services, including staff teams, team leaders and managers from housing management, maintenance, estate services, operations, procurement, service and policy monitoring, community development and anti-social behaviour. 

    Our trainer

    Kevin Bentley is an expert on procurement and contract management. Kevin will share his wealth of practical experience of the process as well as ways of improving performance and productivity, driving down costs and raising satisfaction. He will approach the subject from a practical operational perspective, and will also cover procurement, value for money and the role of residents.

    find out more

    Meet At

    Further information

    Fees
    Price per delegate

    Non-members:
    1 delegate: £275.00 *
    2 delegates: £250.00 *
    3+: £225.00 *

    Members of any HQN network:
    1 delegate: £250.00 *
    2 delegates: £225.00 *
    3+: £200.00 *

    * Please note that all prices are subject to standard VAT. Byte Size members do not qualify for member discounts. Please call 01904 557150 for more information.

                                        

    Key to who should attend:

    Basic/refresher
    Refresher/Basic

    Intermediate
    Intermediate

    Advanced
    Advanced

    All
    Suitable for staff of all levels

                                        

    This course will be particularly relevant to members of:

    Asset management
    The Asset Management Network

                                        

    Cancellations
    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 events@hqnetwork.co.uk

    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.

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start05 Oct 2021 10:00
    • End05 Oct 2021 16:00

    Housing management law update

    Details

    Housing management law update

    Middle and senior managers rarely attend Housing Law training – apart from short conference workshops. But their knowledge is often dated, maybe based on sector myths and/or they too quickly ask their chosen retained lawyers. Case law is replete with examples of where this approach is found expensively wanting.

    This training will provide such staff with real up-to-date knowledge or statute and case law and the opportunity with others to unravel complex real cases.

    You will learn

    • The main features of the Localism Act 2011 effecting housing
    • How Choice Based Lettings and recent homelessness case law should have changed policy, procedure and practice
    • The principal features of other law having an impact ie Equality Act 2010
    • Where other statute should mean another agency taking responsibility
    • Other recent case law with implications for housing management ie succession, joint to sole tenancies etc
    • How to respond to potential legal challenges ie Human Rights Act 1998 post-Pinnock.

    Who should attend?

    Intermediate   Advanced

    Strategic and operational middle and senior managers across sections dealing with all of the above, including:

    • Policy and procedure staff and those in strategy formation
    • Housing and tenancy enforcement managers
    • Homelessness and allocations / lettings managers
    • Supported housing commissioners and providers
    • Managers from partner agencies whose remit crosses into social housing.

    Our trainer

    Richard Paris has an MA from Queens’ College, Cambridge and a post-graduate Diploma in Housing from LSE. From 1991-93 he was senior research officer at LSE Housing, and has worked for short-life and supported housing agencies, mainstream housing associations and local authorities. He is a freelance housing law specialist with 20 years’ training and development experience undertaking educational training, consultancy, policy and procedure health checks. He specialises in housing law updates, dealing with anti-social behaviour effectively, preventing and controlling rent arrears, do-it-yourself possession proceedings, the law in supported housing and the law on disrepair and best practice.

    This course will also be running on 25 November 2021.

    find out more

    Meet At

    Further information

    Fees
    Price per delegate

    Non-members:
    1 delegate: £275.00 *
    2 delegates: £250.00 *
    3+: £225.00 *

    Members of any HQN network:
    1 delegate: £250.00 *
    2 delegates: £225.00 *
    3+: £200.00 *

    * Please note that all prices are subject to standard VAT. Byte Size members do not qualify for member discounts. Please call 01904 557150 for more information.

                                        

    Key to who should attend:

    Basic/refresher
    Refresher/Basic

    Intermediate
    Intermediate

    Advanced
    Advanced

    All
    Suitable for staff of all levels

                                        

    This course will be particularly relevant to members of:

    Housing quality network
    The Housing Quality Network

                                        

    Cancellations
    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 events@hqnetwork.co.uk

    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.

    • Event TypeHQN Event (Virtual)
    • VenueVirtual workshop
    • Start06 Oct 2021 09:30
    • End06 Oct 2021 13:30

    Getting your Equality Impact Assessment right

    Details

    Getting your Equality Impact Assessment right

    Virtual workshop

    Getting your Equality Impact Assessments right has never been more important. Gain the knowledge and get the support you need at this virtual workshop led by Colin Heyman, Lead Associate of the Equality and Diversity Network.

    Equality Impact Assessments (EqIAs) are an important tool in assessing policies and projects to ensure that they are accessible to all people – employees and/ or tenants.

    They are particularly important at this time when many new policies and initiatives are being introduced to deal with the exceptional situation that the coronavirus pandemic has caused.

    What will be covered:

    This workshop is designed to give you a practical walkthrough on how to carry out an EqIA. Delegates will go away with the knowledge and confidence to start carrying out EqIAs in their organisation.

    You will learn:

    • The background and legal basis to Equality Impact Assessments
    • When to carry out EqIAs, who to involve and what to assess
    • How to work through all the stages of carrying out an Equality Impact Assessment
    • Screening
    • Planning and setting up the EqIA team 
    • Collecting information
    • Analysing the information and assessing the policy’s impact
    • Making a decision about how to move forward
    • Drawing up an action plan
    • Top tips.

    Who should attend:

    This is essential for anyone leading or involved in undertaking an equality impact assessment:

    • Managers and directors from all departments
    • Human resources
    • Equality, diversity and inclusion
    • Business management
    • Chief executives 
    • Operations
    • Policy
    • Rent income and arrears
    • Resident involvement and scrutiny.
    • Training.

    Testimonials:

    "It was really good, a great mix of smaller group working and listening to the presenter. Great examples too."

    "It was really informative and Colin is such a knowledgeable trainer."

    "I really enjoyed the structure of the course and the breakout sessions mixing it up and getting to meet others and hear their opinions, views, ideas etc."

    About Colin Heyman:

    Colin Heyman has worked as a trainer, consultant and coach in equality and diversity for over 20 years. He has worked with small companies, large public sector organisations, and third sector organisations, including housing associations.

    Colin has a great deal of experience as well as a passion for equality and diversity issues. Amongst other things he specialises in supporting a network of Diversity Champions to be change agents to bring about change within their organisation, and in work on white privilege and allyship.

    This event is highly recommended for members of the following networks. Not a member? Click the below links to find out more:

    The Housing Quality Network | The Innovation and Technology Network | The Leasehold Network |  The Health and Safety Network | The Asset Management Network | The Residents Network | The Strategic Network | The Housing Management Network | The Housing Finance Network | The Rent Income Excellence Network | The Equality, Diversity and Inclusion Network.

    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £200.00 *
    Members of any HQN network: £175.00 *

    Book now

    * Please note that all prices are subject to standard VAT. Byte Size members do not qualify for member discounts or free places at this event. Please call 01904 557150 for more information.

    Programme:  

    Click here to download the programme

    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 events@hqnetwork.co.uk

    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.

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start06 Oct 2021 09:30
    • End06 Oct 2021 15:00

    Right to Buy and Right to Acquire

    Details

    Right to Buy and Right to Acquire

    Landlords are required to process Right to Buy applications correctly and within set time limits. There may be penalties to pay if this isn’t done. This practical course will take you through the process including all the common pitfalls – from initial enquiry to final completion. Get up to speed with the latest best practice. 

    This course will cover: 

    • Elibility of tenant – the criteria 
    • Eligibility of the property 
    • Tenancy checks for fraud 
    • Money laundering 
    • The process including timescales
      • Structural surveys 
      • Instructing valuers 
      • Cost floor calculation 
      • Calculating the service charge for flats or houses 
      • The importance of the lease plan/boundaries 
      • The offer -S125 Notice 
      • Dealing with disputes of valuation 
      • Drafting the lease/freehold transfer 
      • Instructing solicitors 
    • Penalties for delays 
    • Process on completion – updating database 
    • Post sale administration – on re-sale/ assignment 
    • Role of the Right to Buy agency. 

    What you will learn? 

    The course will cover everything you need to know to effectively take an application through from enquiry to completion: 

    • Governing rules, requirements and legislation 
    • Effectively managing the process 
    • Impact of case law 
    • Common pitfalls and how to avoid them 
    • Dealing with challenges and complaints 
    • Latest best practice. 

    Who should attend? 

    Refresher/Basic   Intermediate

    All staff involved in and with responsibility for the RTB and RTA processes. Ideal for staff new to their roles as well as a refresher. Suitable for both housing association and local authority staff.

    Our trainer

    Jackie Dickins has been an HQN Associate since 2001 and is our lead consultant for HQN’s Leasehold Network. Prior to this she held positions at a London borough and two large housing associations based in London, where she was responsible for leasehold management and promoting work in the field of low-cost home ownership initiatives. Jackie undertakes many of HQN’s service reviews and service improvement work on leaseholder and home ownership. She has also worked in interim positions with a number of local authorities, arm’s length management organisations and housing associations as head of home ownership/home ownership manager.

    Jackie also runs pre-exam workshops at associate and member level for the Institute of Residential Property Managers (IRPM) and is delivering training for apprentices seeking associate membership of the IRPM.

    Jackie is responsible for developing, and is a lead assessor of HQN's leasehold accreditation scheme.

    This course will also be running on 6 December 2021.

    find out more

    Meet At

    Further information

    Fees
    Price per delegate

    Non-members:
    1 delegate: £275.00 *
    2 delegates: £250.00 *
    3+: £225.00 *

    Members of any HQN network:
    1 delegate: £250.00 *
    2 delegates: £225.00 *
    3+: £200.00 *

    * Please note that all prices are subject to standard VAT. Byte Size members do not qualify for member discounts. Please call 01904 557150 for more information.

                                        

    Key to who should attend:

    Basic/refresher
    Refresher/Basic

    Intermediate
    Intermediate

    Advanced
    Advanced

    All
    Suitable for staff of all levels

                                        

    This course will be particularly relevant to members of:

    The Leasehold Network
    The Leasehold Network

                                        

    Cancellations
    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 events@hqnetwork.co.uk

    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.

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start06 Oct 2021 10:00
    • End06 Oct 2021 16:00

    How to effectively tackle anti-social behaviour (ASB)

    Details

    How to effectively tackle anti-social behaviour (ASB)

    Tackling ASB is a priority for landlords – now during the Covid pandemic more than ever. This session will give participants a solid foundation in how to handle complaints of ASB with a strong emphasis on robust investigation and case management principles to manage both risk and expectations.

    Delegates will work on real life case studies to provide a more engaging and effective learning experience and will leave feeling more empowered and confident in their knowledge of both legal and non-legal remedies to tackle ASB. Prevention and early intervention are key.

    The sessions will cover:

    • What is anti-social behaviour and what is not
    • The need for a strategy to tackle ASB
    • How to deal with an ASB complaint/file management - 6 stages
    • How to work with witnesses (during covid)
    • Preventing ASB; early intervention
    • Use of non-legal remedies based on case studies
    • Why use a multi-agency approach
    • Evidence gathering for ASB cases – how to think outside the box
    • What is noise nuisance and how to tackle this growing problem
    • How to use the risk matrix to assess a complaint
    • Understanding the legal remedies available including; injunctions, possession proceedings, closure orders, CPNs/CPWs with case studies
    • Cuckooing and county lines
    • The importance of safeguarding  and vulnerable tenants in ASB (discuss Pilkington case).

    What will delegates learn?

    Delegates will:

    • Be able to define what ASB is and what their responsibilities are in tackling it
    • Understand why effective case management is so important
    • Understand the roles of other agencies in tackling ASB (including police and local authorities)
    • Gain a sound knowledge of the various legal and non-legal powers available
    • Learn how to gather evidence during the pandemic.

    Who should attend?

    This is essential for everyone involved in tackling anti-social behaviour. It is suitable for managers to enable them to better understand the time, effort, resources and risk management required; and the responsibilities of the wider organisation in tackling anti-social behaviour. Ideal for new starters and as a refresher.

    Out trainer

    Aisha Akhtar qualified as a lawyer in 2009 having taken a keen interest in social housing. She has worked both in-house and in private practice. She joined Network Homes in October 2017 as their in-house social housing expert. She manages a team and deals with all housing management matters. 

    She has been a board member for a housing association previously in East London and is currently an Advisory Board member for Inspirited Minds (a mental health Charity).

    She has delivered training sessions throughout the country on various topics throughout her career. She regularly delivers both public and tailor made in-house training to various HAs and LAs.

    Aisha really enjoys delivering training and empowering people, she makes the sessions interactive so there is an exchange of ideas so delegates leave feeling confident in implementing positive change.

    This course will also be running on 14 December 2021.

    find out more

    Meet At

    Further information

    Price per delegate
    Non-members:

    1 delegate: £275.00 *
    2 delegates: £250.00 *
    3+: £225.00 *

    Members of any HQN network:
    1 delegate: £250.00 *
    2 delegates: £225.00 *
    3+: £200.00 *

    * Please note that all prices are subject to standard VAT. Byte Size members do not qualify for member discounts. Please call 01904 557150 for more information.

    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 events@hqnetwork.co.uk

    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.

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start07 Oct 2021 09:30
    • End07 Oct 2021 16:00

    Unlocking construction – basic techniques for non-technical staff

    Details

    Unlocking construction – basic techniques for non-technical staff

    This is a highly interactive, one-day course for all non-technical staff who would like to improve their knowledge and raise their confidence when dealing with contractors, technical staff and customers regarding construction and maintenance issues. 

    What will delegates learn? 

    • How basic construction works 
    • How to diagnose basic construction problems 
    • How to recognise potential maintenance problems 
    • How to recognise issues relating to health and safety in construction 
    • How to communicate more effectively regarding technical issues 
    • How to handle repair requests more efficiently 
    • How to discuss technical issues more effectively and gain confidence 
    • How to speak knowledgeably regarding construction and maintenance 
    • How to get it right first time, saving money and resources. 

    This course will cover: 

    The training is delivered through a series of interactive sessions and covers all major trades: 

    • Joinery/carpentry 
    • Electrical 
    • Plumbing 
    • Brickwork 
    • Roofs 
    • Environmental works. 

    Specific to each trade, delegates will be able to: 

    • Ask the right questions to make a valid assessment regarding construction/maintenance issues 
    • Identify the various types of repairs applicable to each trade 
    • Diagnose potential problems on estate visits with greater accuracy 
    • Give the right advice 
    • Identify and assess the potential risks regarding health and safety 
    • Understand the basics, including materials and techniques used 
    • Speak with knowledge and confidence. 

    Who should attend? 

    Refresher/Basic   Intermediate

    • Contact centre operatives 
    • Housing management staff and caretakers 
    • Staff who undertake estate visits 
    • Sheltered housing staff 
    • Repairs centre managers 
    • Customer inspectors 
    • Everyone from a non-technical background who wishes to increase their knowledge of construction. 

    Our trainer

    Nancy Witham has more than 30 years experience within the Social Housing Sector. She delivers innovative, engaging interactive training to operational staff in Repairs & Maintenance, Neighbourhood, Customer Service and Business IT systems. Nancy’s style of training makes learning enjoyable and relevant and her training programmes receive consistently excellent feedback.

    What previous delegates have said: 

    • "One of the best courses I have ever attended" – Warwick District Council
    • "Excellent course. Would highly recommend. Trainer excellent" – Aster Group
    • "Great trainer - very fun and interactive. Great at explaining things" – L&H Homes
    • "Really great course. Exactly what I wanted" – Islington & Shoreditch Housing Association 

    This course will also be running on 15 December 2021.

    find out more

    Meet At

    Further information

    Fees
    Price per delegate

    Non-members:
    1 delegate: £275.00 *
    2 delegates: £250.00 *
    3+: £225.00 *

    Members of any HQN network:
    1 delegate: £250.00 *
    2 delegates: £225.00 *
    3+: £200.00 *

    * Please note that all prices are subject to standard VAT. Byte Size members do not qualify for member discounts. Please call 01904 557150 for more information.

                                        

    Key to who should attend:

    Basic/refresher
    Refresher/Basic

    Intermediate
    Intermediate

    Advanced
    Advanced

    All
    Suitable for staff of all levels

                                        

    This course will be particularly relevant to members of:

    The Housing Management Network
    The Housing Management Network

    The Health and Safety Network
    The Health and Safety Network

    The Leasehold Network
    The Leasehold Network

                                        

    Cancellations
    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 events@hqnetwork.co.uk

    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.

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start07 Oct 2021 09:30
    • End07 Oct 2021 15:00

    Values into action – High quality written responses to complaints

    Details

    Values into action – High quality written responses to complaints

    When people complain they want to be heard, understood and dealt with fairly. Responding to complaints is an important task often carried out by people who are not communication specialists.

    This course will help people to think things through from the point of view of the person making the complaint, identify what needs to be included in the response, structure their letter well, and use clear and straightforward language with confidence.

    It will guide participants through the process of writing a high quality plain language response that will meet the needs of the organisation and the customer. A plain language response uses words well, at a level the audience will appreciate, and its tone is human and direct. Overall it's easy to read and designed to deliver information effectively. This type of response can help to maintain a positive relationship with customers: it's a practical way to put your values (and policies) into action.

    Before the course our trainer will get to know your complaints policies and procedures as well as your organisation's values and communication goals.

    She will then read and analyse examples of current responses to complaints. This will enable her to tailor the course to your organisation's needs and clearly explain to participants how to apply the ideas in the course to their own documents.

    Course content

    The course contains many practical exercises and examples to build on participants skills, including how to:

    • Use the active voice and strong verbs
    • Write shorter sentences that deliver more
    • Get rid of waffle and jargon
    • Empathise and apologise well
    • Develop a letter structure that works.

    Who should attend?

    Intermediate   Advanced

    Everyone who wants to improve the quality of their written responses to complaints including managers, team leaders and executives.

    Delegate feedback

    “You have helped my team so much! They were drowning in long winded response letters, which we now know weren’t helpful for our tenants either" – Longhurst Group

    Our trainer

    Caroline Oubridge started out making community programmes for BBC local radio before working in press and communications for national charities for over 15 years. She's a strong believer in straightforward communication and now specialises in training and advising organisations on how to explain who they are, what they do and why it matters. Caroline always delivers training that is informative, enjoyable and practical.

    This course will also be running on 16 December 2021.

    find out more

    Meet At

    Further information

    Fees
    Price per delegate

    Non-members:
    1 delegate: £275.00 *
    2 delegates: £250.00 *
    3+: £225.00 *

    Members of any HQN network:
    1 delegate: £250.00 *
    2 delegates: £225.00 *
    3+: £200.00 *

    * Please note that all prices are subject to standard VAT. 

                                        

    Key to who should attend:

    Basic/refresher
    Refresher/Basic

    Intermediate
    Intermediate

    Advanced
    Advanced

    All
    Suitable for staff of all levels

                                        

    This course will be particularly relevant to members of:

    Housing quality network
    The Housing Quality Network

                                        

    Cancellations
    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 events@hqnetwork.co.uk

    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.

  4. Innovation and Future Payment technology – A roadmap workshop hosted by Paypoint

    Details

    Innovation and Future Payment technology – A roadmap workshop hosted by Paypoint

    Free webinar

    HQN is teaming up with Pay Point, the leading payments provider who will showcase their range of in-market and future roadmap features for scrutiny and engagement from the sector. Interesting features will include how Open Banking will revolutionize payments and how automation and the use of API technology already is for housing associations.

    What will be covered:

    This virtual best practice group will cover

    • Multi-sector payment expectations (what do customers in 2021 expect when it comes to making payments)
    • Live and future product-based case studies
    • Feedback and engagement from the sector regarding what they would like to see in any future payment-based innovations.

    What is paypoint’s innovation roadmap?

    The purpose of any innovation roadmap is to ensure products continue responding to market needs. PayPoint have an exemplary track record of carrying out market research and responding to the current and future needs of our housing clients.

    With a look at the next 6 – 12 months of payments and beyond, PayPoint offer a deep-dive insight into what is coming on the payments horizon and how this can benefit our housing clients.

    Understand how payment technology and fintech is changing and what the future of payments looks like and the impact this can have on your tenant communications. Have the opportunity to design and shape PayPoint’s latest innovation roadmap.

    Why should you attend?

    Understand how payment technology and fintech is changing and what the future of payments looks like and the impact this can have on your tenant communications. Have the opportunity to design and shape Pay Point’s latest innovation roadmap

    What will you take away from the event?

    Delegates will leave the session with a developed insight into new payment technologies and how they can dramatically improve the lives of housing professionals and their customers, whether that be by automating back-office processes or by making fundamental changes the customer’s digital journey and front facing payment portals.

    Speakers:

    Vicky Lynch, Paypoint’s Strategic Partnership Lead, has spent the last 3 years meeting with housing associations to understand the requirements from a payments provider. Subsequent to client interactions, PayPoint has a purpose-built digital platform that responds to the sectors need for digital transformation in payment transactions. By providing an innovation suite of solutions such as APIs, Event Streamer, PayByLink and more, PayPoint’s products improve the customer journey, facilitates self-serve and automates back-office manual processing, in line with the needs of the sector. Our dynamic innovation roadmap is testament to our ongoing interactions with the sector and we never stand still.

    If you are members of the following networks, this event will be beneficial. Not a member? Click the below links to find out more:

    The Housing Quality Network | The Innovation and Technology Network | The Leasehold NetworkThe Health and Safety Network | The Asset Management Network | The Residents Network | The Strategic Network | The Housing Management Network | The Housing Finance Network | The Rent Income Excellence Network | The Equality, Diversity and Inclusion Network |

     

    find out more

    Meet At

    Delegate fees:

    *FREE to to all HQN members and non-members.

    Book now

    To check your membership entitlement please email networks@hqnetwork.co.uk or call 01904 557150 (option 3).

    * Please note that all prices are subject to standard VAT. Please call 01904 557150 for more information.

    Cancellations and substitutions:

    Cancellations must be made in writing, and will be acknowledged by HQN Limited. Delegates may be substituted at any time.

    In partnership with:

    Paypoint

     

  5. Leasehold Network best practice group: Shared ownership – the new model

    Details

    Free to members of the Leasehold Network

    Jackie Dickins will look at the new model of shared ownership and set the debate moving on gearing up for the new regime – particularly what IT will be needed, how will it be managed, and the loads of other changes taking place that will need to be pre-empted.

    ­   *This session is free to members of the Leasehold Network. To check your entitlement email networks@hqnetwork.co.uk or call 01904 557150 (option 3). 

    **Places are limited to two per organisation.

    find out more

    Meet At

    ­Further information

    Delegate fees:

    *FREE to members of the Leasehold Network.

    Non-members: £60.00 *

    * Please note that all prices are subject to standard VAT. Please call 01904 557150 for more information

    To check your membership entitlement please email networks@hqnetwork.co.uk or call 01904 557150 (option 3).

    Cancellations and substitutions:

    Cancellations must be made in writing, and will be acknowledged by HQN Limited. Delegates may be substituted at any time.

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start11 Oct 2021 09:30
    • End11 Oct 2021 15:00

    Setting service charges and maximising income – a practical workshop

    Details

    Setting service charges and maximising income – a practical workshop

    Whilst rent arrears are always hitting the press, many organisations spend hundreds of thousands of pounds on providing services. But few recover the full costs from their tenants and leaseholders. Councils are raiding the HRA to balance the general fund.  Lets stop this by getting on top of your service charge setting and collection!

    This practical workshop will assist you in maximising your income: we will provide working examples of how to calculate the real cost of providing services, how to identify where full recovery is not being made and how to bridge the gap. For developing organisations, we will highlight the critical path to ensuring full recovery of costs, including an exercise in how to calculate service charges when developing new schemes for rent and sale, to ensure that you have considered everything.

    You will understand:

    • The relationship between revenue, capital/revenue expenditure and value for money and why recovery of costs is critical to a successful business
    • What remedies are in place to assist in maximising recovery
    • What can and cannot be charged for in a service charge
    • Why getting the terms of the lease and tenancy agreement right plays a big part in full recovery of costs
    • Why the development, technical and management teams need to work closely together in the early stages of a new development to ensure full recovery
    • Why policy decisions will have an impact on maximising recovery
    • How the use of IT can assist in efficient recovery
    • The relevant legislation you should be aware of that governs service charge accountability and your ability to charge.

    Who should attend?

    Intermediate   Advanced

    • Housing directors and managers
    • Finance managers
    • Service charge managers
    • Home ownership managers
    • Asset managers
    • Officers dealing with RTB, RTA and new developments, housing and repairs officers.

    Our trainer

    Jackie Dickins has been an HQN Associate since 2001 and is our lead consultant for HQN’s Leasehold Network. Prior to this she held positions at a London borough and two large housing associations based in London, where she was responsible for leasehold management and promoting work in the field of low-cost home ownership initiatives. Jackie undertakes many of HQN’s service reviews and service improvement work on leaseholder and home ownership. She has also worked in interim positions with a number of local authorities, arm’s length management organisations and housing associations as head of home ownership/home ownership manager.

    Jackie also runs pre-exam workshops at associate and member level for the Institute of Residential Property Managers (IRPM) and is delivering training for apprentices seeking associate membership of the IRPM.

    Jackie is responsible for developing, and is a lead assessor of HQN's leasehold accreditation scheme.

    What previous delegates have said: 

    • "Informative and interesting course. Very knowledgeable trainer" – Shepherds Bush Housing Association
    • "Gave me good insight into service charges and lease holders" – Eldon Housing Association
    • "Trainer was very knowledgeable and experienced" – Kettering Borough Council 

    This course will also be running on 15 December 2021.

    find out more

    Meet At

    Further information

    Fees
    Price per delegate

    Non-members:
    1 delegate: £275.00 *
    2 delegates: £250.00 *
    3+: £225.00 *

    Members of any HQN network:
    1 delegate: £250.00 *
    2 delegates: £225.00 *
    3+: £200.00 *

    * Please note that all prices are subject to standard VAT. Byte Size members do not qualify for member discounts. Please call 01904 557150 for more information.

                                        

    Key to who should attend:

    Basic/refresher
    Refresher/Basic

    Intermediate
    Intermediate

    Advanced
    Advanced

    All
    Suitable for staff of all levels

                                        

    This course will be particularly relevant to members of:

    Leasehold Network
    The Leasehold Network

                                        

    Cancellations
    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 events@hqnetwork.co.uk

    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.

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start12 Oct 2021 10:00
    • End12 Oct 2021 16:00

    Solutions for tricky housing management issues

    Details

    Solutions for tricky housing management issues

    Some housing management issues can be incredibly time consuming to resolve and often get put on the “too difficult” pile. They can be relatively routine, and often minor, but still present challenges.

    This workshop explores the most frequently occurring issues, examines different ways of tackling and resolving them – the options available, what works and what doesn't. It gives delegates the tools and techniques they need with clear, practical solutions.

    Course content:  

    Topics covered will include:

    • Challenging conversations and behaviour
    • Low level nuisance and annoyance, especially noise
    • Keeping communal areas clear – removing fire risks
    • Parking issues
    • Communal TV aerials
    • Immigration Act 'Right to Rent' and enforcement.
    • Running a business from home
    • Tenancy fraud
    • Sub-letting rooms
    • Unauthorised occupants
    • Gaining access – to inspect, repair, undertake gas safety checks etc
    • Rechargeable repairs.

    Delegates should bring their main tenancy agreement with them together with examples of problem cases and how their organisation has attempted to resolve them – both successes and failures.

    Our trainer

    Richard Paris has an MA from Queens’ College, Cambridge and a post-graduate Diploma in Housing from LSE. From 1991-93 he was senior research officer at LSE Housing, and has worked for short-life and supported housing agencies, mainstream housing associations and local authorities. He is a freelance housing law specialist with 20 years’ training and development experience undertaking educational training, consultancy, policy and procedure health checks. He specialises in housing law updates, dealing with anti-social behaviour effectively, preventing and controlling rent arrears, do-it-yourself possession proceedings, the law in supported housing and the law on disrepair and best practice.

    This course will also be running on 1 December 2021.

    find out more

    Meet At

    Further information

    Price per delegate
    Non-members:

    1 delegate: £275.00 *
    2 delegates: £250.00 *
    3+: £225.00 *

    Members of any HQN network:
    1 delegate: £250.00 *
    2 delegates: £225.00 *
    3+: £200.00 *

    * Please note that all prices are subject to standard VAT. Byte Size members do not qualify for member discounts. Please call 01904 557150 for more information.

    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 events@hqnetwork.co.uk

    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.

    • Event TypeHQN Event (Virtual)
    • VenueVirtual workshop
    • Start12 Oct 2021 10:00
    • End20 Oct 2021 12:00

    Two day co-design in practice: How to deliver meaningful projects and The role of leadership in co-designing services

    Details

    Two day co-design in practice: How to deliver meaningful projects and The role of leadership in co-designing services

    Virtual workshop

    Learn how to deliver meaningful co-design projects which engage both residents and senior management teams at these exclusive workshops.

    Workshop one: Co-design in practice: How to deliver meaningful projects

    Tuesday 12 October 10am 12pm

    Co-design is a buzz word in the housing sector – but what does it really mean in practice and how can landlords make sure they are going about co-design in the right way?

    The Social Housing White Paper saw the government firmly place the onus on landlords to show they are continuously trying to improve how they engage with tenants. This means co-creation of services has never been more relevant.

    Done in the right way, co-design can make a positive impact on the services landlords offer to tenants. But it needs measurable action and meaningful tenant engagement, not just lip service. Sometimes it requires organisations to rethink their entire culture.

    What will be covered:

    Expert on co-design and Director and Partner at leading service design agency Hellon, Andreas Pattichis will lead the session which will explore:

    • How to do co-design properly
    • What true and genuine tenant engagement looks like
    • Learning and case studies showcasing best practice across the sector.

    Why should you attend:

    This workshop will provide practical advice on co-design for frontline teams who engage with tenants and people working in transformation and senior executives who want to gain a greater understanding of the process and potential business benefits.

    Essential for:

    • Senior executives including CEOs
    • Resident engagement teams
    • Customer experience and insight teams
    • Service design teams
    • Business transformation teams.

    Confirmed speakers:

    • Chair: Andreas Pattichis, Designer and Director at Hellon
    • Chris Hewitt, Head of Co-Create, SYHA
    • Clare Tostevin, Director of Growth, RBH
    • Fayann Simpson OBE, Chair of Resident Services Board at L&Q and resident
    • Socitm.

    Workshop 2: Co-design in practice: The role of leadership in co-designing services

    Wednesday 20 October 10am 12pm

    Understand the role of leadership teams and the importance of organisational culture in delivering meaningful co-design at this exclusive workshop.

    The Social Housing White Paper saw the government firmly place the onus on landlords to show they are continuously trying to improve how they engage with tenants.

    This means co-creation of services has never been more relevant. Done in the right way, co-design can make a positive impact on the services landlords offer to tenants. But it needs measurable action and meaningful tenant engagement.

    This can mean taking risks – and being prepared to hand more power back to tenants. That requires strong and empathetic leadership.

    What will be covered:

    • During this workshop, we’ll explore how leaders can empower their frontline and transformation teams to deliver impactful co-design projects with tenants and overcome challenges around this.

    Why should you attend:

    • This event for leaders and directors will offer the chance to learn more about what co-design is, what the benefits are, and what it can mean for improving and transforming services.
    • Expert on co-design and Director and Partner at leading service design agency Hellon, Andreas Pattichis will lead the session.
    • Delegates will also hear from chief executive and leaders with expertise in co-creation on how to embed this thinking across senior management teams.

    Essential for:

    • Senior executives including CEOs
    • Resident engagement teams
    • Customer experience and insight teams
    • Service design teams
    • Business transformation teams.

    Confirmed speakers:

    • Chair: Andreas Pattichis, Designer and Director at Hellon
    • Tony Stacey, Chief Executive of South Yorkshire Housing Association
    • Kate Wareing CEO, Soha
    • Alison Muir, Executive Director Housing Services, St Mungo’s
    • Jim Ripley, CEO of Phoenix Community Housing.

    This event is highly recommended for members of the following networks. Not a member? Click the below links to find out more: 

    The Housing Quality Network | The Innovation and Technology Network | | The Residents Network | The Strategic Network | The Housing Management Network.

    To book an individual session follow the below links and complete the booking form. To book both workshops, please complete the booking form below.

    Workshop one: Co-design in practice: How to deliver meaningful projects | Tuesday 12 October 10am – 12pm

    Workshop 2: Co-design in practice: The role of leadership in co-designing services | Wednesday 20 October 10am – 12pm

    find out more

    Meet At

    Further information

    Delegate fees:

    For both workshops
    Full price: £175.00 *
    Members of any HQN network: £150.00 *

    For individual workshops:
    Full price: £119.00 *
    Members of any HQN network: £99.00 *

    * Please note that all prices are subject to standard VAT. Byte Size members do not qualify for member discounts or free places at this event. Please call 01904 557150 for more information.

    Book now

    Programme:  

    Click here to download the programme

    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 events@hqnetwork.co.uk

    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 writin

    • Event TypeHQN Event (Virtual)
    • VenueVirtual workshop
    • Start12 Oct 2021 10:00
    • End12 Oct 2021 12:00

    Workshop one: Co-design in practice: How to deliver meaningful projects

    Details

    Workshop one: Co-design in practice: How to deliver meaningful projects

    Virtual workshop

    Learn how to deliver meaningful co-design projects which engage both residents and senior management teams at this exclusive workshop.

    Co-design is a buzz word in the housing sector – but what does it really mean in practice and how can landlords make sure they are going about co-design in the right way?

    The Social Housing White Paper saw the government firmly place the onus on landlords to show they are continuously trying to improve how they engage with tenants. This means co-creation of services has never been more relevant.

    Done in the right way, co-design can make a positive impact on the services landlords offer to tenants. But it needs measurable action and meaningful tenant engagement, not just lip service. Sometimes it requires organisations to rethink their entire culture.

    What will be covered:

    Expert on co-design and Director and Partner at leading service design agency Hellon, Andreas Pattichis will lead the session which will explore:

    • How to do co-design properly
    • What true and genuine tenant engagement looks like
    • Learning and case studies showcasing best practice across the sector.

    Why should you attend:

    This workshop will provide practical advice on co-design for frontline teams who engage with tenants and people working in transformation and senior executives who want to gain a greater understanding of the process and potential business benefits.

    Essential for:

    • Senior executives including CEOs
    • Resident engagement teams
    • Customer experience and insight teams
    • Service design teams
    • Business transformation teams.

    Confirmed speakers:

    • Chair: Andreas Pattichis, Designer and Director at Hellon
    • Chris Hewitt, Head of Co-Create, SYHA
    • Clare Tostevin, Director of Growth, RBH
    • Fayann Simpson OBE, Chair of Resident Services Board at L&Q and resident
    • Socitm.

    This event is highly recommended for members of the following networks. Not a member? Click the below links to find out more: 

    The Housing Quality Network | The Innovation and Technology Network | | The Residents Network | The Strategic Network | The Housing Management Network.

    To book an individual session follow the below links and complete the booking form. To book both workshops, please click here to complete the booking form.

    Workshop 2: Co-design in practice: The role of leadership in co-designing services | Wednesday 20 October 10am – 12pm.

    find out more

    Meet At

    Further information

    Delegate fees:

    For individual workshops:
    Full price: £119.00 *
    Members of any HQN network: £99.00 *

    For both workshops
    Full price: £175.00 *
    Members of any HQN network: £150.00 *

    * Please note that all prices are subject to standard VAT. Byte Size members do not qualify for member discounts or free places at this event. Please call 01904 557150 for more information.

    Book now

    Programme: 

    Click here to download the programme

    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 events@hqnetwork.co.uk

    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 writin

    • Event TypeHQN Event (Virtual)
    • VenueVirtual workshop
    • Start13 Oct 2021 10:00
    • End13 Oct 2021 13:30

    Be prepared – building business resilience against cyberattacks

    Details

    Be prepared - building business resilience against cyberattacks

    Virtual workshop

    In 2021, a cyberattack on your business is much more likely to be a case of ‘when’ and not ‘if’. Our new business resilience workshop will help to make sure your organisation and employees are prepared.

    Cybercrime continues to adapt and grow, affecting companies and individuals across the UK. Essential public services are particularly vulnerable and social housing organisations are no exception.

    It is estimated that cybercrime costs the UK £27 billion, causing damage to businesses' infrastructure, supply chains and reputations.

    Organisations already hit by the cost of the Covid-19 pandemic have also faced, on average, an annual bill of £8,460 for lost data or assets following a cyber security breach (according to the Cyber Security Breaches Survey 2021).

    With 39% of businesses identifying cyber security breaches or attacks in the last 12 months – it is essential to be prepared. Business resilience and cyber security should be a top priority, especially with an increasingly remote workforce.

    For this new workshop, HQN is teaming up with the team from Commercial Initiatives, looking at the role of business continuity in underpinning your cyber resilience. It will help you with the process of preparing for, coping with and recovering from a cyberattack on your business.

    The day will end with an interactive business continuity exercise drawing on recent cyber issues and experiences.

    Sessions include:

    • Understanding the role of business continuity plans in countering a future cyber threat
    • Exploring the cyber risks posed by the new flexible working environment. What does good practice look like?
    • An interactive business continuity exercise focusing on a recent, real-life, cyberattack.

    Who should attend?

    This session is aimed at all directors; members of your incident and business continuity teams and ICT business continuity leads.

    About our speakers:

    Christopher Ledsham, AMBCI Principle Consultant, Commercial Initiatives Ltd

    Christopher was raised and schooled in Cheshire before completing a degree in Economics and History at the University of Newcastle upon Tyne. Originally destined for army service, the fall of the Berlin Wall and the reduced military opportunities persuaded him to re-prioritise his career plans, continue with reserve service and to pursue a career in stockbroking with Charterhouse Tilney from 1991. In 1996 he moved to retail banking with Abbey National (and latterly Santander Plc), rising to Regional Manager in the North West by 2011.

    Following a year on mobilised service in Afghanistan in 2010, he decided to join Commercial Initiatives as a consultant, qualifying via the Business Continuity Institute as an Associate Member in 2011. Since then he has worked in the continuity and resilience sphere, with a wide variety of companies from many sectors, from social housing to insurance companies and airports. With Commercial Initiatives Christopher specialises in providing clients with innovative and engaging training solutions, to both review existing arrangements and promote improved continuity planning arrangements.

    David Leigh,  ABCI, Managing Director, Commercial Initiatives Ltd

    David was raised in Staffordshire and went to work for the family firm Healey Mouldings where he remained for his first 17 years of employment, finishing as Sales Director. He developed an impressive 75% export in the USA and Europe particularly. At 19 years of age he joined the Territorial Army (now the Army Reserve), and completed 28 years of service – retiring at the rank of Colonel, having commanded the regiment he joined in 1979.

    On the sale of the family business in 2000, David went full-time with the army for five years. Whilst serving he formed Commercial Initiatives Ltd., a consultancy firm providing business continuity management services and exercises to a variety of organisations from housing associations to airports. In 2010 one of his clients had a major gas explosion at one of its properties, resulting in 400 homes being damaged. The organisation gave huge credit to David and Commercial initiatives, without whom they said a full recovery would not have been possible.

    This led to a huge increase in business for Commercial Initiatives in this sector. After 18 years in the Business Continuity industry, David can claim to have worked with some 80 or more housing associations who now use their plans.

    This event is highly recommended for members of the following networks. Not a member? Click the below links to find out more:

    The Housing Quality Network | The Innovation and Technology Network

    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £175.00 *
    Members of any HQN network: £150.00 *

    Book now

    * Please note that all prices are subject to standard VAT. Byte Size members do not qualify for member discounts or free places at this event. Please call 01904 557150 for more information.

    Programme: 

    Click here to download the programme

    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 events@hqnetwork.co.uk

    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.

    • Event TypeHQN Event (Virtual)
    • VenueVirtual workshop
    • Start13 Oct 2021 10:00
    • End13 Oct 2021 12:45

    Housing Ombudsman workshop: Drafting effective complaint responses and appropriate remedies

    Details

    Housing Ombudsman workshop: Drafting effective complaint responses and appropriate remedies

    Virtual workshop

    HQN is delighted to be partnering with the Housing Ombudsman Service for a new series of workshops in 2021.

    Following the publication of the Ombudsman’s Complaint Handling Code, this interactive virtual session will look at what should be included in an effective written response to a complaint and how landlords should approach putting things right.

    It will specifically focus on Part B (5) of the Code and discuss factors to be taken into account in proposing an appropriate and effective remedy to resolve a dispute.

    Drawing on best practice in dispute resolution based on the Ombudsman’s casework knowledge and experience, landlords will come away feeling better equipped to deal with complaints. There will also be the opportunity to network with other landlords.

    The workshop will be delivered by the Ombudsman's own expert trainers.

    Confirmed speakers:

    • John Goodwin, Systemic Adjudicator, Housing Ombudsman Service
    • Dave Simmons, Sector Development Lead, Housing Ombudsman Service.

    Testimonials:

    "It was really well structured and gives a sense of working in partnership with regulators. Keep doing what you are doing - thank you. HQN are always very professional in their delivery of training, webinars and networking." 

    "I thought Dave and John brought a really positive, enthusiastic and reassuring energy to the session. So often online workshops can feel a bit lifeless, but this is the most engaging one I've attended so far." 

    "Very informative and as always very well presented. Great delegate participation and everyone keen to get this right." 

    This event is highly recommended for members of the following networks. Not a member? Click the below links to find out more:

    The Housing Quality Network.

    This workshop will also take place on Friday 5 November, Friday 26 November and Wednesday 15 December.

    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £175.00 *
    Members of any HQN network: £150.00 *

    Book now

    * Please note that all prices are subject to standard VAT. Byte Size members do not qualify for member discounts or free places at this event. Please call 01904 557150 for more information.

    Programme: 

     Click here to download the programme

    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 events@hqnetwork.co.uk

    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.

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