HQN goes virtual

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

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start28 Sep 2020 10:00
    • End28 Sep 2020 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.

    Sold out

    This course will also be running on 25 November 2020.

    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

                                        

    Dates
    Alternative dates

    25 November 2020

                                        

    This course will be particularly relevant to members of:

    Housing quality network
    The Housing Quality Network

                                        

    Cancellations
    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.

    • Event TypeHQN Event (Virtual)
    • VenueVirtual workshop
    • Start28 Sep 2020 11:00
    • End02 Oct 2020 16:00

    Focus on ASB week

    Details

    Focus on ASB week

    Virtual workshop

    Since the country went into lockdown in March, there has been a huge increase in reports of anti-social behaviour. 
     
    Tensions have built up within communities and tolerances have been pushed to the limit. Dealing with the rising number of cases has become a major priority for landlords. 

    Social distancing and other restrictions have resulted in many new challenges for dealing with ASB. It's been harder for staff to carry out visits in person which has meant that fewer cases are being “nipped in the bud.” 
     
    Along with the possibility of the housing white paper calling for standardised measurement of ASB, this all means that there’s a need to reconsider processes and policies as well as upskill teams. 
     
    And HQN’s here to help. During this learning week we’ll be look at the government response to rising ASB and potential policy reforms, trends coming out of lockdown and how the sector needs to respond, the legal challenges facing landlords around ASB and much more. 
     
    Hear from leading experts in the field and have the chance to find out more about what other organisations are doing to tackle the situation. 

    You can join the sessions which are most relevant to you and your role.  

    This is essential for all housing professionals working on the frontline who manage ASB – housing officers, ASB officers, neighbourhood officers anyone managing these teams or are responsible for policy and strategy. 

    Sessions in the Focus on ASB week will include:

    Monday 28 September 2020, 2pm-3pm – Dame Vera Baird and the government response to rising ASB
    Wednesday 30 September 2020, 12:00pm-1:00pm – Mediation and case law
    Thursday 1 October 2020, 11:00am-12:00pm – Tackling ASB with legislation
    Thursday 1 October 2020, 1:00pm-2:00pm – Your chance to meet Nick Pettigrew, author of Anti-Social: The secret diary of an anti-social behaviour officer
    Friday 2 October 2020, 11:00am-12:00pm – Resolve's Rebecca Bryant considers the trends from lockdown
    Friday 2 October 2020, 2:00pm-3:00pm – Landlord roundtable

    To book an individual session follow the above links and complete the booking form. To book the full week, please complete the booking form below.

    Please note that if you're booking the full week of sessions, 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 sessions, please put 'share' in the delegate name below. 

    find out more

    Meet At

    Further information

    Delegate fees:

    Price for full week (all sessions): £300*

    Individual sessions**:

    Non-members: £75*
    Members of any HQN network: £60.00 *

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

    **To book onto individual sessions please follow the links in the text on the left and complete the booking form on its page.

    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 Housing Management Network

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start28 Sep 2020 14:00
    • End28 Sep 2020 15:30

    Fire safety toolbox – session four: Fire safety equipment

    Details

    Fire safety equipment

    British Standards requirements, frequencies for servicing and maintenance and other key information.

    This webinar will take you through the various elements of fire safety equipment, both passive and active systems, and how they interact with each other. You will understand the legal requirement for maintenance identified within the relevant British Standards; includes fire alarms, emergency lighting, AOVs, dry risers, lightning conductors and more.

     

    The fire safety toolbox is a series of useful webinars that look at different elements of fire safety. Other courses in this series are listed below. For details and to book your place please click the links.

    Fire safety on construction sites – 5 October 2020

     

    Who should attend?

    Refresher/Basic   Intermediate

    Our trainer

    Tony Bolder has over 27 years’ experience (operational and safety roles) within the Fire and Rescue Service (FRS) and over 30 in the fire sector. As a previous operational support manager for Humberside Fire & Rescue Service, Tony was instrumental in developing operational readiness for over 300 firefighters including high rise incidents, chemical spills and road traffic collisions.

    On leaving the fire service, Tony set up his own Fire Risk Management consultancy and, taking the same professional attitude into the private sector, he is now one of only around 60 UKAS third-party accredited life safety fire risk assessors listed on the FRACS register (and also the NAFRAR list) and one of only a handful of professionals who are also third-party accredited fire door inspectors, through both FDIS and NAFDI.

    FDIS Certificated Inspectors are uniquely qualified to undertake fire door inspections, not only have they achieved a Diploma in Fire Doors, but they have also had their competence and knowledge independently assessed to become CertFDI certificated fire door inspectors. In addition, NAFDI Members ensure that all fire door inspections are carried out in accordance with all statutory requirements and hold industry recognised.

    Tony is passionate about education, providing courses accredited by the Institute of Fire Safety Managers (IFSM) and is a national speaker on fire safety for a number of networks, a contributor to the BBC, Sky News and CNN International and he is often heard providing professional comments on LBC radio.

    Last few places remaining

    find out more

    Meet At

    Further information

    Fees
    Price per delegate

    Non-members: £125.00 *
    Members of any HQN network: £100.00 *

    * 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:

    Health and Safety Network
    The Health and Safety Network

                                        

    Cancellations
    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.

    • Event TypeHQN Event (Virtual)
    • VenueVirtual workshop
    • Start28 Sep 2020 14:00
    • End28 Sep 2020 15:00

    Focus on ASB week – Dame Vera Baird and the government response to rising ASB

    Details

    Focus on ASB week – Dame Vera Baird and the government response to rising ASB

    Virtual workshop

    Note that this workshop is part of the Focus on ASB week. For more information, click here.

    Providing the keynote address of the week, Dame Vera Baird QC, Victims’ Commissioner for England and Wales, will discuss the measures the government needs to be taking to combat anti-social behaviour effectively and the role of housing providers in addressing this national emergency. 

    Last month, Dame Vera wrote to the Home Office asking for immediate action to deal with a surge of anti-social behaviour triggered by the Covid-19 lockdown.
    Over a year ago – Baroness Newlove, published the report “Living a Nightmare” in her last act before stepping down as Victims’ Commissioner.  

    The report highlighted systemic failures in handling anti-social behaviour and called on the government to reform the way that cases are dealt with so that victims are given a voice and can challenge authorities who fail to act. 

    Seventeen months later, only one recommendation from the report has been put into action. 

    Dame Vera is calling for a clear message to the public that anti-social behaviour will no longer be ignored with major reforms to the Community Trigger process – which is supposed to allow the public to challenge how their complaints of anti-social behaviour have been dealt with. 

    The recommended measures will send a message to victims that they are not being left to suffer in silence, and to perpetrators that their behaviour will not be tolerated.

    Further sessions in the Focus on ASB week include:

    Wednesday 30 September 2020, 12:00pm-1:00pm – Mediation and case law
    Thursday 1 October 2020, 11:00am-12:00pm – Tackling ASB with legislation
    Thursday 1 October 2020, 1:00pm-2:00pm – Your chance to meet Nick Pettigrew, author of Anti-Social: The secret diary of an anti-social behaviour officer
    Friday 2 October 2020, 11:00am-12:00pm – Resolve's Rebecca Bryant considers the trends from lockdown
    Friday 2 October 2020, 2:00pm-3:00pm – Landlord roundtable

    To book the whole week, click here.

    The booking form for this session is below.

    find out more

    Meet At

    Delegate fees:

    Price for full week (all sessions)**: £300*

    Individual sessions**:

    Non-members: £75*
    Members of any HQN network: £60.00 *

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

    **To book all the sessions please follow the link here and complete the booking form.

    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 Housing Management Network

  1. Scotland 2020/21 income performance – half time report (in partnership with Mobysoft)

    Details

    These regional sessions for RIEN members, in collaboration with Mobysoft, provide managers with the opportunity to reflect on the challenging operating conditions in the first half of the year, how this has affected performance so far and potential impacts and projections for the remainder of the year.

    The sessions will be led by Laurie Franks and Liam Davies, Mobysoft’s Income Maximisation Directors, with guest speakers (to be announced).

    The meeting will be via Zoom.

    Free to members

    Places are limited to two spaces per organisation. Further bookings will be put on a waiting list for further places. 

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

    find out more

    Meet At

    Further information

    Delegate fees:

    *FREE to members of the Rent Income Excellence 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 Rent Income Excellence Network

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start29 Sep 2020 10:00
    • End29 Sep 2020 15:00

    Managing conflict, confrontation and challenging behaviour

    Details

    Managing conflict, confrontation and challenging behaviour

    ‘Confrontation’, ‘conflict’, ‘challenging behaviour’ – terms that stop people managers in their tracks because they are uncomfortable, destructive and stressful. This interactive workshop is focused on the skills to help managers feel and be more confident in tackling uncomfortable situations, view conflict as less of a threat and accept that at times, inevitably, human interactions go wrong.

    This interactive session will provide a safe and constructive environment for discussions around how hard it is to manage difficult behaviour and conflict, and look at how practically applied tools and knowledge can improve situations significantly.

    By attending this course, you will:

    • Delve into what conflict and confrontation are really about
    • Understand that you can influence others and their behaviour
    • Learn about Covey’s Circles of Control, and how to use this model
    • Learn about Transactional Analysis and how to apply this in your interactions
    • Explore how feedback is a valuable tool for managing expectations and behaviour
    • Understand how to diffuse conflict, fairly and constructively – using de-escalation
    • Appreciate your strengths, and how you impact positively or negatively on others.

    Course outline

    • Your profile, understanding your own reponses and building your resilience
    • Conflict and confrontation – what’s behind it? How to recognise warning signs
    • Practical application of theory: tools that work and improve your ability to deal with challenging behaviour
    • Responding with confidence as a manager, what works and what doesn’t
    • Emotional intelligence – your secret weapon
    • Action planning for your development. 

    Who should attend?

    All

    Everyone who manages people.

    Our trainer

    Jo Carr is a trainer, coach and development consultant with a 25 year career in leadership, management and staff development. Jo currently works with clients in the private and public sectors and has experience in social housing as both a senior leader and project manager. Jo’s specialism is behavioural change utilising a creative and adaptive approach. She uses her skills as an ILM coach and lifelong learning specialist to create and deliver stimulating and effective learning products.

    Sold out

    This course will also be running on 8 December 2020.

    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

                                        

    Dates
    Alternative dates

    8 December 2020

                                        

    This course will be particularly relevant to members of:

    Housing quality network
    The Housing Quality Network

                                        

    Cancellations
    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.

    • Event TypeHQN Event (Virtual)
    • VenueVirtual masterclass
    • Start29 Sep 2020 10:00
    • End29 Sep 2020 12:30

    Preventing fraud masterclass

    Details

    Preventing fraud masterclass

    Virtual masterclass

    Public sector and housing fraud are on the rise. This workshop, led by a former local authority Chief Internal Auditor, will help you to prevent frauds and highlight potentially fraudulent activity.

    Public bodies including social housing providers need to collectively raise their game and learn from others to tackle fraud more effectively.

    That is the verdict of the Auditor General for Wales who says fraudsters have taken advantage of the COVID-19 lockdown with a significant increase in fraudulent activity across the UK and an unprecedented number of scams linked to the virus.

    This virtual workshop, presented by Ian Parker, will provide expert guidance on how businesses can protect themselves - preventing fraud and introducing systems that identify fraudulent activity as soon as possible.

    As a former Chief Internal Auditor for a local authority, Ian has investigated over 20 different frauds. He will draw on his experience and talk through case studies which provide an insight into how those frauds occurred and the actions you can take to minimise the opportunity for it to happen in the future.

    This workshop will:

    • Highlight the most common types of fraud in the social housing sector
    • Outline what to do if you uncover a fraud
    • Set up systems and processes which enable you to take action promptly to prevent fraud from happening or make sure it's highlighted as quickly as possible.

    About Ian Parker

    Ian Parker has worked in the public sector for over 40 years. He has worked in senior positions in local government (including internal audits) and has been the finance director at four RPs. Ian has worked as a consultant for the last 10 years and is HQN’s lead on finance and value for money.

    find out more

    Meet At

    Further information

    Delegate fees:

    Housing Finance Network members: One free place and additional places £99*

    Full price: £175.00 *

    Members of any HQN network: £150.00 *

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

  2. The Leasehold Network best practice group: The wheels of leasehold reform keep on turning

    Details

    We heard the views of the Competition & Markets Authority at the leasehold Summit back in June. Now the Law Commission has published it's latest reports.

    Commonhold, enfranchisement, freehold, Right to Manage..... it's a minefield. What are the implications for social landlord leasehold teams?

    Come and join the debate with Helen Muir as your facilitator.

    Free to members

    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). 

    find out more

    Meet At

    Further information

    Delegate fees:

    *FREE to members of the Leasehold 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 Leasehold Network

    • Event TypeHQN Event (Virtual)
    • VenueVirtual workshop
    • Start29 Sep 2020 10:30
    • End29 Sep 2020 13:30

    An introduction to strategic thinking

    Details

    An introduction to strategic thinking

    Virtual workshop

    Learn how to connect ideas, explore concepts, stay up to date with trends, anticipate change and imagine possible futures at this virtual workshop

    In these unprecedented and challenging times, strategic leadership is needed more than ever.

    But strategic thinking can be an elusive concept to grasp. For some people it’s something they have been told is an area to work on to improve their chances of promotion, for others it’s something they do on a regular basis but struggle to articulate to others exactly what it looks and feels like.

    Several studies have identified strategic thinking as a key skill in leading organisations to success and is the leadership quality that people most strongly associate with successful and effective leaders, meaning strategic thinking is an essential skill for all leaders.

    So, what is strategic thinking? It involves connecting ideas, exploring concepts, staying up to date with trends, anticipating change and imagining possible futures.

    This workshop:

    • Explores definitions of strategic thinking
    • Considers the importance of strategic thinking to tackling social problems
    • Highlights the benefits of strategic thinking
    • Focuses on creating a knowledge bank of ideas and concepts.

    During the session, delegates will complete a number of reflective activities to identify the actions they will take to enhance their strategic thinking skills following the session.

    This workshop will be delivered by Emma Lindley, Housing Strategy Lead Officer for Ashfield District Council.

    About Emma Lindley

    Emma is a housing professional with 10 years’ experience working in a variety of roles, including front line housing management, resident involvement, policy development and managing properties for PRS landlords.

    She is happiest when exploring interesting ideas with interesting people. She currently works in strategic housing for a local authority, leading on identifying new solutions to old problems, such as homelessness, domestic abuse and fuel poverty. 

    Emma completed a BSc Housing at De Montfort University in 2014. She Chairs the Chartered Institute of Housing East Midlands Regional Board and is a Lead Associate of HQN’s Strategic Network.

    Sold out

    This workshop will also take place on 16 November 2020.

    find out more

    Meet At

    Further information

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

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

    • Event TypeHQN Event (Virtual)
    • VenueVirtual workshop
    • Start30 Sep 2020 10:30
    • End30 Sep 2020 13:30

    Holding back the tide – the Fitness for Human Habitation Act and the rise in disrepair claims

    Details

     Holding back the tide – the Fitness for Human Habitation Act and the rise in disrepair claims

    Virtual workshop

    Limited places are available for this workshop designed to support landlords facing a rise in disrepair claims

    The Homes (Fitness for Human Habitation) Act 2018 marked the most significant change in the law relating to housing conditions since the Housing Act 2004.

    Hailed as landmark legislation by housing campaigners in the fight to improve living standards in the rented sector, landlords feared it would lead to a sharp increase in the number of disrepair claims.

    But despite the Act’s introduction in March 2019, its full impact is only beginning to be felt now. This is because its first phase only covered new tenancies granted since the legislation came into effect.

    Since March this year, however the Act has applied to existing tenancies as well and the early signs are that more tenants are beginning to make disrepair claims against their landlords, encouraged by eager law companies keen to take advantage. Such has been the increase in claims, some housing associations have been forced to set up specialist teams to deal with the deluge.

    If this wasn’t serious enough for landlords, RICS is predicting that the COVID-19 crisis will make matters worse. Not only have social landlords found it difficult to keep their repairs and maintenance service going during the lockdown period leading to a raft of potential new claims, they have also struggled to address the property defects that led to existing disrepair claims.

    So, with some forecasting a tsunami of new claims this Autumn, what can landlords do to hold back the tide?

    Fortunately, HQN is here to help. For this virtual workshop, we are teaming up with the disrepair experts at Trowers & Hamlins to offer timely practical guidance and advice. You will also hear from HQN’s asset management lead associate and real life case studies from landlords.

    Sessions will cover:

    • What the Homes (Fitness for Human Habitation) Act 2018 means for social landlords and the implications of phase two
    • Understanding your obligations
    • Making sure your policies and procedures are up to date
    • Ensuring staff understand the Act and its implications
    • How to deal with complaints and carrying out works
    • How predictive technology can improve the performance of your properties and mitigate risk
    • Best practice from other organisations – ensure you are properly resourced and have the right plans in place
    • Understanding the different types of disrepair claims and taking relevant corrective action quickly.

    Confirmed speakers:

    • Kevin Bentley, Asset management Lead Associate, HQN
    • Dorota Pawlowski, Senior associate, Trowers & Hamlins
    • Joanna Hills, Director of Assets and Services, Raven Housing Trust
    find out more

    Meet At

    Further information

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

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

    • Event TypeHQN Event (Virtual)
    • VenueVirtual workshop
    • Start30 Sep 2020 12:00
    • End30 Sep 2020 13:00

    Focus on ASB week – Mediation and case law

    Details

    Focus on ASB week

    Virtual Workshop

    Note that this workshop is part of the Focus on ASB week. For more information, click here.

    There are many legal challenges landlords face when dealing with ASB, and we’ve ask housing management law expert Jonathan Hulley to highlight the major issues and mediation options for providers. Discussing the current situation, he will have statistics and figures which will help enlighten your policies, looking in-depth at the case law and answering all the burning questions including how to deal with ASB without evicting.

    This session will include a Q&A section.

    Jonathan is a Partner in the Social Housing team at Birketts LLP, and has acknowledged expertise in the field of housing and leasehold management law. He provides advise for social housing providers on best practice, policy and procedure, and has experience of representing clients at the UK Supreme Court, Jonathan has over 15 years’ experience of successfully tackling anti-social behaviour on behalf of public landlord clients through dispute resolution but also, if required, in the Magistrates court, County court and the court of Appeal and represented the landlord in a leading ASB Case, Southend-on-Sea Borough Council -v- Armour [2014] EWCA Civ 23.

    Further sessions in the Focus on ASB week include:

    Monday 28 September 2020, 2pm-3pm – Dame Vera Baird and the government response to rising ASB
    Thursday 1 October 2020, 11:00am-12:00pm – Tackling ASB with legislation
    Thursday 1 October 2020, 1:00pm-2:00pm – Your chance to meet Nick Pettigrew, author of Anti-Social: The secret diary of an anti-social behaviour officer
    Friday 2 October 2020, 11:00am-12:00pm – Resolve's Rebecca Bryant considers the trends from lockdown
    Friday 2 October 2020, 2:00pm-3:00pm – Landlord roundtable

    To book the whole week, click here.

    The booking form for this session is below.

    find out more

    Meet At

    Further information

    Delegate fees:

    Price for full week (all sessions)**: £300*

    Individual sessions**:

    Non-members: £75*
    Members of any HQN network: £60.00 *

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

    **To book all the sessions please follow the link here and complete the booking form.

    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 Housing Management Network

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start01 Oct 2020 10:00
    • End01 Oct 2020 15:30

    Professional boundaries

    Details

    Professional boundaries

    Are your staff able to operate within clear, professional boundaries? Do they understand the risks of ‘crossing’ those boundaries? Are they able to find the right balance between ‘compassion’ and maintaining a professional distance?

    If these questions have started you thinking, then this course is for you and your staff.

    If your organisation is to deliver a high quality, professional service, clear boundaries are essential. Professional boundaries outline an effective and appropriate interaction between housing professionals and their customers. The ‘boundaries’ exist to protect both parties. Staff must understand the nature and limits of their roles and be able to recognise ‘grey areas’, where they may be at ‘risk’ of crossing the line.

    Using helpful and relevant scenarios and best practice examples this course will enable staff to define the ‘limits’ of their roles and understand the need for, and benefits of, clear, professional boundaries.

    Course content

    • Codes of conduct and why we need them
    • The legal and regulatory requirements for a code of conduct and professional boundaries
    • The limits of clear professional boundaries
    • The customer/worker relationship in this context
    • How to recognise ‘grey areas’ where professional boundaries are at risk of being crossed, and the associated risks
    • Good practice that can be implemented in the workplace.

    Who should attend?

    All

    All housing staff and their managers.

    Our trainer

    Tahira Hussain has extensive experience working in the statutory and voluntary sectors. She had a 16-year career in social work, mental health, community development, charity and the housing sector.

    Tahira has a successful track record in consultancy, training and project management. As an experienced project manager Tahira has delivered a range of projects, these include equality and diversity, domestic abuse awareness and inclusion strategies. Tahira has worked across a range of customer groups, including young people foyers, care homes, sheltered schemes and refuges in a contractual and consultancy capacity delivering therapy support, engaging with service users and training staff.  Tahira delivers one to one and group coaching to young people and families to develop confidence, increase self-esteem, develop goals and manage wellbeing.

    Sold out

    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:

    Equality and Diversity
    The Equality and Diversity Network

                                        

    Cancellations
    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.

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start01 Oct 2020 10:00
    • End01 Oct 2020 13:00

    Customer service – making the most of your telephone and digital interactions

    Details

    Customer service – making the most of your telephone and digital interactions

    Covid-19 has made us all rely far more on telephone and digital interactions than ever before – it's time to brush up on our skills.

    This interactive training session (run as a virtual classroom) will give delegates the skills to deliver exceptional customer service over the telephone or through social media and digital communications such as web chats and email.

    Focusing on the customer experience the training is split into five interrelated sections to build delegates’ appreciation and understanding of customer service in a social housing setting:

    • The customer experience
    • Structuring calls and digital interactions
    • Call handling techniques
    • Managing challenging situations
    • Digitised customer service.

    We start by exploring the importance of customer experience, and how this relates to the housing sector where an unhappy customer cannot as easily exercise their choice and switch provider.

    We then consider the structure and best practice of call handling and responding to digital requests, including hints and tips, do's and don'ts and the essential skills required to deliver an exceptional customer experience.

    Sometimes conversations (telephone or digital) don't go the way a customer expects – handling these situations can be challenging, so we have dedicated a section to managing these more demanding situations, including how to give negative messages (saying no) to customer requests in a positive way.

    This is followed up with an opportunity to consider some real-life case studies and, work together using the best practice learnt, to resolve the queries and learn from others.

    Finally, you'll learn about the emerging science behind digital and social media queries and how to translate this into practical and modern approaches, delivering the very best customer service through digital interactions.

    Who should attend?

    Refresher/Basic   Intermediate  

    Anyone with responsibility for dealing with customers over the telephone or digitally. This training is particularly useful for staff who work in a contact centre type environment and for everyone currently working in the “virtual” world.

    Our trainer

    Richard Walker is an HQN trainer and associate and has extensive knowledge and experience of customer service management, both operationally and strategically, having worked in the housing sector for over 20 years. Richard has proven success of both developing and turning round complaints services and he has undertaken numerous reviews and training sessions as a trainer and consultant. He is a trained Customer Service Excellence assessor and has also operated in a private sector customer service environment. His practical and relaxed training style ensures attendees engage and get the most out of his sessions.

    find out more

    Meet At

    Further information

    Fees
    Price per delegate

    Non-members:
    1 delegate: £175.00 *
    2 delegates: £150.00 *
    3+: £125.00 *

    Members of any HQN network:
    1 delegate: £150.00 *
    2 delegates: £125.00 *
    3+: £100.00 *

    * 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:

    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.

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start01 Oct 2020 10:00
    • End02 Oct 2020 13:00

    Rent First: Positive conversations to maximise income, help people and prevent homelessness

    Details

    Rent First: Positive conversations to maximise income, help people and prevent homelessness

    Landlords and customers are having to adjust to the many changes arising from Covid-19 and the “new normal”.

    This virtual workshop – delivered over Zoom on two consecutive mornings (10.00am to 13.00pm) – explores the new challenges for housing providers working hard to maximise income and support customers. Some customers will be new to claiming benefits, others will be facing greater financial pressures as a result of lockdown and social distancing, many will be vulnerable and need extra support.

    The practical workshop will examine the skills that are needed for any negotiating situation bringing together proven techniques and strategies for effective negotiation, motivational interviewing and debt management.

    Although focused on housing income management, the tips and techniques are fully transferable to other areas of work as well as participants’ personal lives.

    Why “Rent First?”

    When our financial circumstances change, one of the most pressing concerns is how to meet our housing costs. This is true for most social housing tenants.

    “Rent first” is not about landlords taking an unduly hard line with tenants but simply reflects that this is a high priority for both parties and the starting point for positive conversations.

    What will delegates learn?

    These workshops will boost participants’ knowledge and confidence in:

    • Initiating and managing positive conversations
    • Instilling a payment culture with empathy
    • Handling objections assertively and engaging customers in finding solutions
    • Negotiating payment plans and motivating changes in payment behaviours
    • Helping customers to pay on time and to manage their accounts successfully.

    At the end of the workshop, participants will be able to:

    • Apply a motivational, solution-based negotiation framework
    • Know their preferred negotiating style and how each style influences outcomes.
    • Prepare effectively for discussing debt with customers
    • Gain confidence in initiating a discussion regarding debt
    • Apply practical frameworks and core skills to handle calls effectively and efficiently
    • Handle payment objections empathetically but assertively
    • Guide customers through sensitive and challenging discussions
    • Manage situations where customers present mental health issues, based on the latest expert guidance.

    Put simply, applying these skills in practice will help your customers, boost your income and prevent homelessness.

    Timings        

    This online workshop is delivered via Zoom, over two days.

    The timings for each day are:
    10.00am to 13.00pm (break 11.20am to 11.40am)

    Who should attend?

    All

    Both new and experienced officers would benefit from this course. Although focused on income collection and debt recovery, the skills are highly transferable to other areas of work.

    Our trainer

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

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

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

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

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

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

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

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

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

    find out more

    Meet At

    Further information

    Fees
    Price per delegate

    Non-members:
    1 delegate: £175.00 *
    2 delegates: £150.00 *
    3+: £125.00 *

    Members of any HQN network:
    1 delegate: £150.00 *
    2 delegates: £125.00 *
    3+: £100.00 *

    * 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:

    Rent Income Excellence Network
    The Rent Income Excellence Network

                                        

    Cancellations
    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.

    • Event TypeHQN Event (Virtual)
    • VenueVirtual workshop
    • Start01 Oct 2020 10:30
    • End01 Oct 2020 13:00

    Rethinking the customer experience in the 'new normal'

    Details

    FeelSafe – rethinking the customer experience in the post-lockdown era

    Virtual workshop

    Market-leading service design agency Hellon has created a new workshop to help housing organisations rethink the customer experience in the 'new normal' with a focus on reassurance, trust and emotional intelligence

    Feeling safe at home, in the workplace and when we go out in public is the top priority for all of us in this Covid-19 era.

    In the aftermath of the first wave of the pandemic, we are already noticing changes in people’s expectations from service providers. So, how do housing organisations reassure their residents that they are providing a safe environment in their homes, communal areas and offices?

    Research in the UK shows 84% of consumers feel safety will be one of the most important factors when it comes to choosing between service providers after the pandemic. But biosafety, social distancing and the heightened frequency of cleaning practices do not seem to be enough to restore peace of mind. Customers need to feel safe and reassured that their wellbeing is a top priority. It is therefore vital that service providers learn how to look beyond what is good enough and create comfort by enhancing a more emotive perception of safety.

    Fortunately, help is at hand.  HQN is once again teaming up with the world-leading service design agency Hellon to introduce the housing sector to their FeelSafe concept and design framework.

    ‘A fantastic presentation.  Really resonates’ 

    ‘Much food for thought not only about the new normal but also around customer service in general’

    ‘This has really helped me to think about strategy. It’s important to look at things from a different angle’

    The workshop will:

    • Explore how the definition of ‘Trust’ and ‘Sense of Control’ have shifted immensely in the realm of designing customer experiences
    • Showcase best practices and examples of inspiring responses to the challenges brought forward by the pandemic
    • Elaborate on what to specifically keep in mind when dealing with vulnerable tenants or people who are shielding
    • Elaborate on the FeelSafe design framework for housing associations to implement internally

    The Covid-19 pandemic has been a particularly anxious period for vulnerable individuals and social housing providers have an obligation to ensure tenants feel safe in the presence of their own home and the spaces and services provided adjacent to it. 

    A constant feeling of anxiety has taken over the world of customer experience, and even simple interactions like engaging with a tenant at their doorstep will require a new way of approaching. Wearing a mask is not going to be sufficient: it’s about making sure people feel comfortable enough to interact with you, and that their own vulnerabilities and comfort levels in engagement are considered.

    Delegates attending the virtual session will:

    • Gain insights into new behaviours that have surfaced since the advent of the global pandemic
    • Take away best practice that has been identified in increasing the perception of safety in a post-Covid-19 era
    • Take away a design framework on how to identify the actions needed to serve a vulnerable community with a more human-centric approach.

    More information on Hellon’s FeelSafe offering can be seen in the following short clip: https://vimeo.com/449589591

    Speakers:

    • Timo Patiala, Managing Director, Hellon
    • Eloise Smith-Foster, Service Designer, Hellon

     

    find out more

    Meet At

    Further information

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

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

    In association with:

    Hellon

    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.

    • Event TypeHQN Event (Virtual)
    • VenueVirtual workshop
    • Start01 Oct 2020 11:00
    • End01 Oct 2020 12:00

    Focus on ASB week – Tackling ASB with legislation

    Details

    Focus on ASB week – Tackling ASB with legislation

    Virtual workshop

    Note that this workshop is part of the Focus on ASB week. For more information, click here.

    In this session, Tim Horsley will look at case management options. How the first point of contact is managed; the use of triage; generalists and specialists and resolution and enforcement. He will take you through the legislation that is open to landlords working in partnership when dealing with ASB. He will explore the barriers you face in using the powers and the practical steps need to resolve ASB in communities, and introduce the newly updated ASB toolkit, which will be made available to all delegates.

    Further sessions in the Focus on ASB week include:

    Monday 28 September 2020, 2pm-3pm – Dame Vera Baird and the government response to rising ASB
    Wednesday 30 September 2020, 12:00pm-1:00pm – Mediation and case law
    Thursday 1 October 2020, 1:00pm-2:00pm – Your chance to meet Nick Pettigrew, author of Anti-Social: The secret diary of an anti-social behaviour officer
    Friday 2 October 2020, 11:00am-12:00pm – Resolve's Rebecca Bryant considers the trends from lockdown
    Friday 2 October 2020, 2:00pm-3:00pm – Landlord roundtable

    To book the whole week, please click here.

    The booking form for this session is below.

    find out more

    Meet At

    Further information

    Delegate fees:

    Price for full week (all sessions)**: £300*

    Individual sessions**:

    Non-members: £75*
    Members of any HQN network: £60.00 *

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

    **To book all the sessions please follow the link here and complete the booking form.

    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 Housing Management Network

    • Event TypeHQN Event (Virtual)
    • VenueVirtual workshop
    • Start01 Oct 2020 13:00
    • End01 Oct 2020 14:00

    Focus on ASB week – Your chance to meet Nick Pettigrew, author of Anti-Social: The secret diary of an anti-social behaviour officer

    Details

    Focus on ASB week

    Virtual workshop

    Note that this workshop is part of the Focus on ASB week. For more information, click here.

    Former ASB officer and author Nick Pettigrew will showcase his recently published secret diary in this session of the Focus on ASB week. Described as ASB’s version of Adam Kaye, his Anti-Social: The secret diary of an anti-social behaviour officer has been reviewed as ”a funny, thoughtful look into one of the toughest jobs I can imagine" (Shappi Korsandi).

    The role of an ASB officer is to keep their community happy, or at least away from each other's throats. That's hard enough at the best of times but when government cuts mean that hospitals, social services and police are all at breaking point, the possibility of complete chaos is never far away. Nick will be sharing some of his experiences, doing a reading from his book and answering questions in a Q&A session.

    Further sessions in the Focus on ASB week include:

    Monday 28 September 2020, 2pm-3pm – Dame Vera Baird and the government response to rising ASB
    Wednesday 30 September 2020, 12:00pm-1:00pm – Mediation and case law
    Thursday 1 October 2020, 11:00am-12:00pm – Tackling ASB with legislation
    Friday 2 October 2020, 11:00am-12:00pm – Resolve's Rebecca Bryant considers the trends from lockdown
    Friday 2 October 2020, 2:00pm-3:00pm – Landlord roundtable

    To book the whole week, please click here. 

    The booking form for this session is below.

    find out more

    Meet At

    Further information

    Delegate fees:

    Price for full week (all sessions)**: £300*

    Individual sessions**:

    Non-members: £75*
    Members of any HQN network: £60.00 *

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

    **To book all the sessions please follow the link here and complete the booking form.

    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 Housing Management Network

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start02 Oct 2020 10:00
    • End02 Oct 2020 13:00

    Managing remotely – how to lead your team brilliantly

    Details

    Managing remotely – how to lead your team brilliantly

    The session is geared specifically to teams who will be managing some or all of their team remotely.

    How do you manage a person or team eectively when you don’t physically see them often? This is particularly difficult if the team is suddenly dispersed. This session will cover the essentials and allow you to think about how the dynamic of a team changes when people don’t all sit in the same physical space.

    How do you as a leader manage this, keep people resilient and productive and support a strong sense of team? There will be practical advice on adapting your communication style to reassure and keep the team focused.

    What the session will cover

    • How to instil a strong sense of team purpose and why this is key to motivation
    • How to keep your team focused and agree the core priorities
    • Tips and techniques to run remote meetings brilliantly so everyone can contribute
    • The kinds of distance issues to consider – physical, operational and affinity
    • Why trust is fundamental and how to develop it
    • The five questions you need to know the answer to and talk to your team about
    • How to hold individuals to account and motivate to deliver
    • How to help your team manage their anxiety, and keep up resilience.

    Who should attend?

    Intermediate   Advanced

    Anyone who leads teams based in different locations, or staff that work from home.

    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.

    Sold out

    find out more

    Meet At

    Further information

    Fees
    Price per delegate

    Non-members:
    1 delegate: £175.00 *
    2 delegates: £150.00 *
    3+: £125.00 *

    Members of any HQN network:
    1 delegate: £150.00 *
    2 delegates: £125.00 *
    3+: £100.00 *

    * 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:

    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.

    • Event TypeHQN Event (Virtual)
    • VenueVirtual workshop
    • Start02 Oct 2020 11:00
    • End02 Oct 2020 12:00

    Focus on ASB week – Resolve's Rebecca Bryant considers the trends from lockdown

    Details

    Focus on ASB week

    Virtual workshop

    Note that this workshop is part of the Focus on ASB week. For more information, click here.

    Rebecca Bryant OBE, Chief Executive of Resolve, will look at the past six months of statistics and trends to highlight the ways the social housing sector must respond. 

    She will also be looking to the future and answering your questions with a Q&A session.

    Further sessions in the Focus on ASB week include:

    Monday 28 September 2020, 2pm-3pm – Dame Vera Baird and the government response to rising ASB
    Wednesday 30 September 2020, 12:00pm-1:00pm – Mediation and case law
    Thursday 1 October 2020, 11:00am-12:00pm – Tackling ASB with legislation
    Thursday 1 October 2020, 1:00pm-2:00pm – Your chance to meet Nick Pettigrew, author of Anti-Social: The secret diary of an anti-social behaviour officer
    Friday 2 October 2020, 2:00pm-3:00pm – Landlord roundtable

    To book the whole week, please click here.

    The booking form for this session is below.

    find out more

    Meet At

    Further information

    Delegate fees:

    Price for full week (all sessions)**: £300*

    Individual sessions**:

    Non-members: £75*
    Members of any HQN network: £60.00 *

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

    **To book all the sessions please follow the link here and complete the booking form.

    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 Housing Management Network

    • Event TypeHQN Event (Virtual)
    • VenueVirtual workshop
    • Start02 Oct 2020 14:00
    • End02 Oct 2020 15:00

    Focus on ASB week – Landlord roundtable

    Details

    Focus on ASB week – Landlord roundtable

    Virtual workshop

    Note that this workshop is part of the Focus on ASB week. For more information, click here.

    Different landlords will discuss their responses and approaches to tackling the rising levels of ASB, sharing ideas, best practice and successes.

    Speakers include:

    • Isabel Varey – Customer Experience Director at Stonewater
    • Paula Field – Community Legal Manager at First Choice Homes Oldham.

    Further sessions in the Focus on ASB week include:

    Monday 28 September 2020, 2pm-3pm – Dame Vera Baird and the government response to rising ASB
    Wednesday 30 September 2020, 12:00pm-1:00pm – Mediation and case law
    Thursday 1 October 2020, 11:00am-12:00pm – Tackling ASB with legislation
    Thursday 1 October 2020, 1:00pm-2:00pm – Your chance to meet Nick Pettigrew, author of Anti-Social: The secret diary of an anti-social behaviour officer
    Friday 2 October 2020, 11:00am-12:00pm – Resolve's Rebecca Bryant considers the trends from lockdown

    To book the whole week, click here.

    The booking form for this session is below.

    find out more

    Meet At

    Further information

    Delegate fees:

    Price for full week (all sessions)**: £300*

    Individual sessions**:

    Non-members: £75*
    Members of any HQN network: £60.00 *

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

    **To book all the sessions please follow the link here and complete the booking form.

    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 Housing Management Network

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start05 Oct 2020 10:00
    • End05 Oct 2020 13:00

    A practical workshop on nudge theory

    Details

    A practical workshop on nudge theory

    Have you ever wondered what it would be like if you could encourage tenants to keep to the tenancy agreement without having to issue warnings or threats?

    Do you spend endless time and resources trying to get tenants to pay their rent, allow access for gas and electrical servicing?

    Are there other things that your tenants do, or don't do, that you wish you could change to help manage estates and tenancies better?

    If the answer to any of the above is "yes", then this interactive workshop could be for you. Split into two parts:

    • Learn all about the basics of behavioural economics, otherwise known as nudge techniques, where small, often low cost changes can have huge positive impacts on services
    • Apply the basics of behavioural insights to consider real problems housing organisations are currently facing, and design nudge based solutions.

    During this virtual workshop, you will learn all about the theory behind nudge, and how it has been used in different settings to achieve amazing results. We'll provide examples of how people really behave, and how this is often different from how we think they'll naturally react and the reasons for this.

    We'll go through the key things to consider when implementing nudge techniques to influence positive behaviour traits, how to avoid common pitfalls and how to measure and evidence your findings.

    There’s plenty of opportunity to consider some real life scenarios and challenges you're currently facing, where we use what we've learnt and devise some nudge based plans that you can take away and implement in your own organisations.

    Who should attend?

    All

    Anyone with operational responsibilities such as:

    • Housing officers
    • Repairs staff
    • Team leaders and managers
    • Officers with responsibility for service improvements.

    Our trainer

    Richard Walker is an HQN trainer and associate and has extensive knowledge and experience of customer service management, both operationally and strategically, having worked in the housing sector for over 20 years. Richard has proven success of both developing and turning round complaints services and he has undertaken numerous reviews and training sessions as a trainer and consultant. He is a trained Customer Service Excellence assessor and has also operated in a private sector customer service environment. His practical and relaxed training style ensures attendees engage and get the most out of his sessions.

    find out more

    Meet At

    Further information

    Fees
    Price per delegate

    Non-members:
    1 delegate: £175.00 *
    2 delegates: £150.00 *
    3+: £125.00 *

    Members of any HQN network:
    1 delegate: £150.00 *
    2 delegates: £125.00 *
    3+: £100.00 *

    * 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 all networks.

                                        

    Cancellations
    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.

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start05 Oct 2020 14:00
    • End05 Oct 2020 15:30

    Fire safety toolbox – session five: Fire safety on construction sites

    Details

    Fire safety on construction sites

    Key considerations for when they are closed. 

    This webinar will run through the key points of what you should be doing, as an organisation, in respect to the fire safety management on sites where timber framed buildings are being constructed; we will also consider any additional measures during close-down of sites at this time of coronavirus.

     

    The fire safety toolbox is a series of useful webinars that look at different elements of fire safety. Other courses in this series are listed below. For details and to book your place please click the links.

    Fire safety equipment – 28 September 2020

     

    Who should attend?

    Refresher/Basic   Intermediate

    Our trainer

    Tony Bolder has over 27 years’ experience (operational and safety roles) within the Fire and Rescue Service (FRS) and over 30 in the fire sector. As a previous operational support manager for Humberside Fire & Rescue Service, Tony was instrumental in developing operational readiness for over 300 firefighters including high rise incidents, chemical spills and road traffic collisions.

    On leaving the fire service, Tony set up his own Fire Risk Management consultancy and, taking the same professional attitude into the private sector, he is now one of only around 60 UKAS third-party accredited life safety fire risk assessors listed on the FRACS register (and also the NAFRAR list) and one of only a handful of professionals who are also third-party accredited fire door inspectors, through both FDIS and NAFDI.

    FDIS Certificated Inspectors are uniquely qualified to undertake fire door inspections, not only have they achieved a Diploma in Fire Doors, but they have also had their competence and knowledge independently assessed to become CertFDI certificated fire door inspectors. In addition, NAFDI Members ensure that all fire door inspections are carried out in accordance with all statutory requirements and hold industry recognised.

    Tony is passionate about education, providing courses accredited by the Institute of Fire Safety Managers (IFSM) and is a national speaker on fire safety for a number of networks, a contributor to the BBC, Sky News and CNN International and he is often heard providing professional comments on LBC radio.

    find out more

    Meet At

    Further information

    Fees
    Price per delegate

    Non-members: £125.00 *
    Members of any HQN network: £100.00 *

    * 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:

    Health and Safety Network
    The Health and Safety Network

                                        

    Cancellations
    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.

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start07 Oct 2020 09:30
    • End07 Oct 2020 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

    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.

    This course will also be running on 1 December 2020.

    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

                                        

    Dates
    Alternative dates

    1 December 2020

                                        

    This course will be particularly relevant to members of:

    Leasehold Network
    The Leasehold Network

                                        

    Cancellations
    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.

    • Event TypeHQN Event (Virtual)
    • VenueVirtual workshop
    • Start07 Oct 2020 13:30
    • End07 Oct 2020 14:30

    New approaches to supporting hoarding tenants during Covid-19: A conversation with Poplar HARCA’s safeguarding team

    Details

    FeelSafe - New approaches to supporting hoarding tenants during Covid-19

    Free to members

    Virtual workshop

    Join members of Poplar HARCA's safeguarding team for an in-depth look at their approach to supporting hoarding tenants during Covid-19.

    This session, run in association with Housing Partners, will take the form of a conversation between practitioners looking at the ways safeguarding teams are adapting to new restrictions with property visits and using technology to bridge the gap.

    There will also be a focus on the new ways of managing relationships with hoarders and outside agencies/teams, and the impact that a lack of physical contact has had on their relationship with their hoarding tenants.

    The conversation will then open to allow for sharing of best practice amongst professionals working in similar situations and the ways in which their teams are looking to overcome these new challenges.

    Key themes:

    • A new reliance on the wider community
    • A new approach driven by technology 
    • New relationship dynamics
    • Case studies
    • Sharing best practice.

    Speakers:

    • Chelsea Kelly (Head of Community Safeguarding, Poplar HARCA)
    • Danielle Bishop (Safeguarding Manager, Poplar HARCA)

    This workshop will conclude with more information about Housing Partners' StreetWise software

    Key themes background infomation

    find out more

    Meet At

    Further information

    Delegate fees:

    First place FREE to members of the Strategic Network and Housing Management Network

    Members of any other HQN network: £99.00 *

    Non-members: £120.00 *

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

    In association with: 

    Housing partners

    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.

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start08 Oct 2020 09:30
    • End08 Oct 2020 15:00

    Advanced hoarding – working with hoarders

    Details

    Advanced hoarding

    Working with hoarders can be very challenging. It’s a very complex subject that in many cases cannot be successfully dealt with by housing staff alone, since there are almost always other factors to consider, such as mental health and capacity issues, substance misuse, safeguarding and animal welfare. Services need staff with an awareness of these factors, and a knowledge of how to successfully involve and then liaise with specialists.

    This course has been designed either as a follow-up to HQN’s OCD and hoarding training or for workers who already have experience of working with hoarders. The course will explore the theoretical aspect of hoarding in more detail, including up-to-date research and psychological theory, before spending time exploring Diogenes Syndrome and animal hoarders. Mental capacity is becoming ever more relevant in housing and this will be explored, as will the court of protection, power of attorney and adults at risk considerations. In order for a team or indeed an organisation to work effectively with hoarders there must be a policy, strategy and a set of guidelines. Consistency and joint working is imperative and these will all be explored on the day.

    This course will:

    • Build upon knowledge gained from HQN’s OCD and hoarding course or practice experience
    • Explore hoarding in detail, including research findings
    • Explore animal hoarding
    • Explore Diogenes Syndrome/personality disorder in detail
    • Explore the Mental Capacity Act 2005, including practising capacity testing and exploring the court of protection
    • Explore legal aspects of hoarding, including case law
    • Practise using the relevant paperwork to use with hoarders, including the process of developing a policy and procedure for hoarding
    • Explore other useful techniques.

    Who should attend?

    Intermediate   Advanced

    All housing and care and support staff will benefit from this course as hoarding is so prevalent and has such an impact on clients 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 11 November 2020.

    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

                                        

    Dates
    Alternative dates

    11 November 2020

                                        

    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:

    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.

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start08 Oct 2020 10:00
    • End08 Oct 2020 13:00

    Having difficult conversations – handle them well, be more effective

    Details

    Having difficult conversations – handle them well, be more effective

    At work, at home difficult conversations are attempted or avoided every day.

    Not having those hard conversations impacts everything – most of the time we don’t see the full extent of the damage. There is a tremendous unaccounted business impact of avoiding the difficult conversations.

    Giving a critical performance review. Saying no to someone in need. Confronting inappropriate behaviour. Disagreeing with the majority in a group. Apologising.

    All the sorts of things we run round and round in our head, trying to figure out in advance what to say and wondering afterward what we should have said.

    This session will help you understand the dynamics and reasons why these conversations are so difficult. It will help you gain experience in the skills and strategies that are necessary to ensure these conversations go well. There will be time to practise skills and strategies with role-plays and coaching.

    Changing and adapting your style will take time. But the potential rewards are rich. If you follow the steps outlined in the session and put the learning into practice you will find difficult conversations becoming easier and cause less anxiety. You will be more effective and happier with the results.

    The skills you will learn on this course will enable you to say anything to anyone and get a positive result.

    Who should attend?

    Intermediate   Advanced

    Team leaders, supervisors, managers and executives. Everyone, regardless of their level who is responsible for running a team, who wants to create a culture of excellence and run a harmonious team.

    Our trainer

    Laura Bouttell is passionate about inspiring people, whether it’s to deal with that challenging customer differently, to go out for that first run or to take that creative writing course. Her mission in life is to empower people to become their best. 

    Laura is an ex-police officer, who has three degrees. She is a published academic author and editor.  

    As a result of her time policing in Chapeltown, her own business and her time at Oxford, Laura has seen the gritty side of life as well as the ivory towers and uses her experiences in these diverse fields to help you achieve your dreams. 

    Now Laura works with all levels of Leaders in Business to help them get the best out of themselves and those around them. She has worked with Leaders from the Co-op, Team Leaders from Asda, as well as many SMEs and owner-managed businesses that have gone from strength to strength.

    About Quarterdeck

    Quarterdeck is a Leadership and Management training company. They specialise in creating long term behavioural change in leaders that enables them to motivate and inspire their teams to grow the business. 

    Managing Directors bring Quarterdeck in when:

    • They are striving to create self-sufficient leaders who will grow and develop the business
    • The leadership is not delegating enough and the business is stagnating or not growing as it should be
    • The communication in the leadership team or throughout the business, is stalling growth, or making progress difficult, when difficult conversations are not happening as they should
    • The leadership team, together or individually, are struggling to motivate or inspire their teams, or deal with a negative culture, or deal with stress and overwhelm.

    Clients experience tremendous success and rave about Quarterdeck's work because their approach is different from most leadership training. They focus on giving the individual practical pragmatic skills that reap immediate rewards. They are not interested in leadership models or theories, or profiling. None of these encourage change, they encourage stagnation and excuses. 80% of Quarterdeck's business is repeat and their NPS score is 70+, which they're extremely proud of.

    This course will also be running on 7 December 2020.

    find out more

    Meet At

    Further information

    Fees
    Price per delegate

    Non-members:
    1 delegate: £175.00 *
    2 delegates: £150.00 *
    3+: £125.00 *

    Members of any HQN network:
    1 delegate: £150.00 *
    2 delegates: £125.00 *
    3+: £100.00 *

    * 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

                                        

    Dates
    Alternative dates

    7 December 2020

                                        

    This course will be particularly relevant to members of:

    Housing quality network
    The Housing Quality Network

    Equality and Diversity
    The Equality and Diversity Network

                                        

    Cancellations
    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.

  3. Leadership and Organisational Development Hub: Wellbeing and Coaching Culture

    Details

    The Leadership and Organisational Development Hub is pleased to announce the next best practice group. These virtual events provide attendees with the chance to network and share best practice while discussing a topical issue.

    What is the Leadership and Organisational Development Hub?

    The hub is a networking group set up for Housing Quality Network members who work in or have an interest in organisational development. The hub is a learning community where Organisational Development (OD) experts from across the sector collaborate to share ideas and best practice around all things to do with organisational effectiveness and transformation.

    If you’re an OD professional working in or around the housing sector, the hub will help you build your external network, find out what’s worked for others, discuss your own experiences and develop professionally.

    The third hub meeting of 2020 will focus on staff wellbeing and coaching culture, and we're pleased to be able to welcome Wolverhampton Homes to tell us about their programme. 

    Note: this meeting will be via Microsoft Teams, and not Zoom as usual.

    Free to members

    Places are limited to two spaces per organisation. Further bookings will be put on a waiting list for further places. 

    Booking

    Please check your entitlement before booking as there will be a charge for organisations that aren't members of the Leadership and Organisational Development Hub. Email networks@hqnetwork.co.uk or call 01904 557150 (option 3) if unsure.

    find out more

    Meet At

    Further information

    Delegate fees:

    *FREE to members of the Leadership and Organisational Hub (part of the Housing Quality Network membership).

    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.

    Programme:

    Click here to download programme

    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
    • Start08 Oct 2020 10:00
    • End09 Oct 2020 13:00

    Rent First: Positive conversations to maximise income, help people and prevent homelessness

    Details

    Rent first

    Landlords and customers are having to adjust to the many changes arising from Covid-19 and the “new normal”.

    This virtual workshop – delivered over Zoom on two consecutive mornings (10.00am to 13.00pm) – explores the new challenges for housing providers working hard to maximise income and support customers. Some customers will be new to claiming benefits, others will be facing greater financial pressures as a result of lockdown and social distancing, many will be vulnerable and need extra support.

    The practical workshop will examine the skills that are needed for any negotiating situation bringing together proven techniques and strategies for effective negotiation, motivational interviewing and debt management.

    Although focused on housing income management, the tips and techniques are fully transferable to other areas of work as well as participants’ personal lives.

    Why “Rent First?”

    When our financial circumstances change, one of the most pressing concerns is how to meet our housing costs. This is true for most social housing tenants.

    “Rent first” is not about landlords taking an unduly hard line with tenants but simply reflects that this is a high priority for both parties and the starting point for positive conversations.

    What will delegates learn?

    These workshops will boost participants’ knowledge and confidence in:

    • Initiating and managing positive conversations
    • Instilling a payment culture with empathy
    • Handling objections assertively and engaging customers in finding solutions
    • Negotiating payment plans and motivating changes in payment behaviours
    • Helping customers to pay on time and to manage their accounts successfully.

    At the end of the workshop, participants will be able to:

    • Apply a motivational, solution-based negotiation framework
    • Know their preferred negotiating style and how each style influences outcomes.
    • Prepare effectively for discussing debt with customers
    • Gain confidence in initiating a discussion regarding debt
    • Apply practical frameworks and core skills to handle calls effectively and efficiently
    • Handle payment objections empathetically but assertively
    • Guide customers through sensitive and challenging discussions
    • Manage situations where customers present mental health issues, based on the latest expert guidance.

    Put simply, applying these skills in practice will help your customers, boost your income and prevent homelessness.

    Timings        

    This online workshop is delivered via Zoom, over two days.

    The timings for each day are:
    10.00am to 13.00pm (break 11.20am to 11.40am)

    Who should attend?

    All

    Both new and experienced officers would benefit from this course. Although focused on income collection and debt recovery, the skills are highly transferable to other areas of work.

    Our trainer

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

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

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

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

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

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

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

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

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

    Sold out

    This course will also be running on 1 & 2 October 2020.

    find out more

    Meet At

    Further information

    Fees
    Price per delegate

    Non-members:
    1 delegate: £175.00 *
    2 delegates: £150.00 *
    3+: £125.00 *

    Members of any HQN network:
    1 delegate: £150.00 *
    2 delegates: £125.00 *
    3+: £100.00 *

    * 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:

    Rent Income Excellence Network
    The Rent Income Excellence Network

                                        

    Cancellations
    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.

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start13 Oct 2020 09:30
    • End13 Oct 2020 16:00

    Common building defects and failures for technical and non-technical staff

    Details

    Common building defects

    Get up to speed with common building defects and failures and best practice. Learn how to diagnose defects effectively, offer appropriate advice and apply the most effective remedial measure(s) to resolve them.

    This course will provide technical officers and non-technical staff with a sound baseline understanding of the most likely building failures and defects across a range of stock together with the remedial measures to take. This is a great course for new staff or updating/refresher training.

    Delegates will:

    • Develop their understanding of the legislation with respect to managing and maintaining a property portfolio, the implications of failing to do so and how to protect the legal interests of the landlord
    • Explore the common defects and problems associated with a wide variety of housing stock – their elements, fabric and trades
    • Learn about the range of, and most effective forms, of diagnostic tools and equipment available together with their pros and cons, attributes and potential failings
    • Find out about the most appropriate remedial measures available to correct failure
    • Examine how recent improvements to stock may have compounded problems, eg condensation
    • Consider the best ways to explain and communicate with all interested parties, eg tenants, leaseholder, contractors etc.

    Who should attend?

    All

    • Building, maintenance surveyors and inspectorate
    • Quality assurance and property officers
    • Contract officers
    • Housing officers
    • Property, estates and neighbourhood staff
    • Contractor/DLO employees
    • Other interested parties.

    Our trainer

    Wayne Anderson is an expert lecturer, national conference speaker, chartered surveyor, arbitrator and consultant. His training sessions are lively, colourful and interactive and are based on extensive experience gained over 25 years with best practice organisations involved in the housing repairs and maintenance sector. Wayne has a reputation for simplifying complex issues and encouraging frontline staff to develop a deeper understanding of maintenance issues that can be applied confidently on a day-to-day basis.

    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 Management Network
    The Housing Management Network

                                        

    Cancellations
    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.

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start13 Oct 2020 09:30
    • End13 Oct 2020 15:00

    Dealing with mental health issues, substance abuse, suicidal and challenging behaviour – face to face and over the phone

    Details

    Dealing with mental health issues

    Staff often deal with difficult/challenging individuals or situations. Those working face to face or over the phone often bear the brunt of problems, frustrations and aggression and deal with matters that traditionally weren’t part of a housing provider’s duties.

    Customers may suffer from conditions, including substance abuse, mental health issues, suicidal self-harming or challenging behaviour.

    Knowing how to deal with the initial contact, face to face or by telephone, staying safe and being able to signpost accordingly are critical.

    What the course will cover:

    • Mental health and substance misuse and their relationship to challenging, abusive or threatening behaviours
    • Other behaviours or conditions that may cause a person to exhibit challenging or abusive behaviour (learning disabilities, dementia, Diogenes syndrome, etc)
    • Signs to look out for and diffusion techniques
    • An overview of common substances, mental health issues, the signs and indicators
    • Techniques for dealing with challenging telephone calls
    • An overview of the PAC model and it’s application
    • Techniques for dealing with difficult face-to-face situations
    • Safe boundaries
    • Common risk situations.

    Who should attend?

    All

    All staff who work with customers on a one-to-one basis, face to face or over the phone.

    Our trainer

    Danny McGowan BSC, MSC has been involved in supporting people with substance misuse, mental health and other 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 has delivered training in techniques such as motivational interviewing and CBT. 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 2 December 2020.

    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

                                        

    Dates
    Alternative dates

    2 December 2020

                                        

    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:

    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.

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