HQN goes virtual

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

  1. The Residents’ Network best practice groups: Measuring success and target setting (joint session)

    Details

    We all know how important the Resident Voice is, but how involved is this voice in setting targets (or key performance indicators (KPIs) for those in the know)? In the next set of our new look best practice groups we will look at aspects of this, both individually and as a collective.

    During the sessions we will be answering important questions such as:

    • Who in your organisation sets the targets/KPIs?
    • How should residents be involved in setting targets / KPIs?
    • How do you really know it has been achieved, what does your success look like?

    Before the sessions if you could complete this survey to help us decide on which targets/KPIs are important to you that would be appreciated. We will be discussing this in the meeting.

    The first session will be for staff only, with the resident session the week after. The third meeting in the set will bring together staff and residents to discuss the findings of the individual sessions.

    The resident and joint session can be booked through the links below (complete the booking form on that page).

    All sessions will take place via zoom.

    Free to members

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

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

    find out more

    Meet At

    Further information

    Delegate fees:

    *FREE to members of the Residents' Network.

    Non-members: £60.00 *

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

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

    Cancellations and substitutions:

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

    The Residents' Network

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start29 Jun 2021 09:30
    • End29 Jun 2021 16:00

    Property and site inspection for non-technical staff

    Details

    Property and site inspection for non-technical staff

    Non-technical staff are increasingly being asked to undertake inspections of void and tenanted properties. This course will provide guidance on how to do them effectively, with a focus on the customer perspective.

    Delegates will also learn how to conduct estate/area walkabout inspections in a knowledgeable and effective manner, with an emphasis on issues such as protecting the housing stock, identifying areas for future investment, health and safety, and compliance with legislative requirements.

    What the course covers:

    The morning session covers void management and is designed to help non-technical staff better understand and carry out pre- and post-inspections of both void and tenanted properties.

    The afternoon session uses a wide range of learning techniques to help non-technical staff understand how to correctly identify and diagnose issues and potential problems when carrying out estate/area inspections.

    Delegates will learn how to:

    • Prepare for a property inspection
    • Identify health and safety risks/issues
    • Effectively document findings using standardised forms
    • Diagnose defects, problems and potential problems
    • Work with service users to drive up void standards
    • Develop and apply re-let standards
    • Monitor effectively
    • Tackle an estate/area walk-about inspection
    • Recognise minor and potentially serious problems.

    Who should attend?

    All non-technical staff who have a responsibility to manage and inspect estates, areas and properties, and everyone who wishes to improve their understanding of void and estate management.

    Our trainer

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

    Sold out

    This course will also be running on 18 August and 23 November 2021.

    find out more

    Meet At

    Further information

    Price per delegate
    Non-members:

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

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

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

    Cancellations and substitutions:

    If you are unable to attend an event or public training course, please let us know in writing (email is fine) at least 48 hours before. Please email events@hqnetwork.co.uk

    Otherwise, a cancellation fee of £60 plus VAT will be chargeable.

    If you are using a package place to attend and do not inform us within the agreed time frame, then a place will be taken to cover your non-attendance.

    Cancellations must be made in writing, and will be acknowledged by HQN Limited.

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start29 Jun 2021 09:30
    • End29 Jun 2021 15:00

    Shared ownership

    Details

    Shared ownership

    There are now around 320,000 shared ownership properties in management in the UK – up from 200,000. And the number is growing: the Housing Revenue borrowing cap has been lifted for local authorities; opportunities for development are now a real possibility, and that is likely to include shared ownership and more and more housing associations are entering the shared ownership market too.

    Various schemes operate around the country, with a mixed reputation and differing levels of success. Make sure you’re fully up to speed with the latest best practice. This practical course will cover everything you need to know from getting a scheme off the ground, marketing and selling properties effectively and day to day management.

    Ideal for everyone involved in shared ownership – both as a refresher and for anyone new to this tenure.

    Learn the lessons from the past and keep abreast with all the changes.

    The course will cover

    • The expectations of Homes England (the Government’s funding authority) in developing and selling shared ownership properties
    • How best to work with Help to Buy Agents (formerly known as Homebuy agents)
    • Good practice and requirements – marketing and selling shared ownership properties
    • How shared ownership leases differ from other leases in management – specifically rent review, assignment, staircasing, income recovery, re-mortgages.

    Who should attend

    Refresher/Basic   Intermediate

    Everyone working in:

    • Shared ownership from development
    • Sales and marketing
    • Management and maintenance.

    Ideal as a refresher and those new to shared ownership, for housing association and local authority staff.

    Our trainer

    Helen Muir has extensive experience in the housing sector having worked in senior roles for two large housing groups, where her responsibilities included sales programme delivery and the management of over 5,000 shared ownership/leasehold homes, as well as leading on anti money laundering process and procedure.

    Helen has worked as a trainer and consultant since 2012 specialising in affordable home ownership, leasehold management, Right to Buy and anti money laundering. She has provided interim management and strategic and operational support to a number of registered providers, local authorities and private sector companies and is HQN’s lead on anti money laundering.

    Sold out

    This course will also be running on 9 September 2021.

    find out more

    Meet At

    Further information

    Fees
    Price per delegate

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

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

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

                                        

    Key to who should attend:

    Basic/refresher
    Refresher/Basic

    Intermediate
    Intermediate

    Advanced
    Advanced

    All
    Suitable for staff of all levels

                                        

    This course will be particularly relevant to members of:

    Leasehold Network
    The Leasehold Network

                                        

    Cancellations
    Cancellations and substitutions:

    If you are unable to attend an event or public training course, please let us know in writing (email is fine) at least 48 hours before. Please email events@hqnetwork.co.uk

    Otherwise, a cancellation fee of £60 plus VAT will be chargeable.

    If you are using a package place to attend and do not inform us within the agreed time frame, then a place will be taken to cover your non-attendance.

    Cancellations must be made in writing, and will be acknowledged by HQN Limited.

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start29 Jun 2021 09:30
    • End29 Jun 2021 15:00

    Working effectively with hoarders

    Details

    Working effectively with hoarders

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

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

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

    You will learn:

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

    Who should attend?

    All

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

    Our trainer

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

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

    This course will also be running on 26 August, 5 October and 7 December 2021.

    find out more

    Meet At

    Further information

    Fees
    Price per delegate

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

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

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

                                        

    Key to who should attend:

    Basic/refresher
    Refresher/Basic

    Intermediate
    Intermediate

    Advanced
    Advanced

    All
    Suitable for staff of all levels

                                        

    Dates
    Alternative dates

    26 August 2021

    5 October 2021

    7 December 2021

                                        

    This course will be particularly relevant to members of:

    Housing Management Network
    The Housing Management Network

    Residents Network
    The Residents' Network

                                        

    Cancellations
    Cancellations and substitutions:

    If you are unable to attend an event or public training course, please let us know in writing (email is fine) at least 48 hours before. Please email events@hqnetwork.co.uk

    Otherwise, a cancellation fee of £60 plus VAT will be chargeable.

    If you are using a package place to attend and do not inform us within the agreed time frame, then a place will be taken to cover your non-attendance.

    Cancellations must be made in writing, and will be acknowledged by HQN Limited.

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start29 Jun 2021 10:00
    • End29 Jun 2021 13:00

    Collecting with care 2021 – Mental health, housing income and rent arrears

    Details

    Collecting with care 2021 – Mental health, housing income and rent arrears

    Selling fast

    The Money and Mental Health Policy Institute estimates that one in three social housing tenants with rent arrears, experiences mental health problems.

    Some of these people will be your customers. How do you balance maximising income, with supporting vulnerable people? Collecting with Care will help you to strike that balance.

    The workshop will also consider the impact of the COVID-19 crisis on rent collection and working with vulnerable people.

    Programme

    What’s happening out there?

    • The scale and impact of mental health problems – on money, debt and housing income
    • An update on the latest research and policy developments.

    Policy into practice

    • An overview of the legislative framework and how this informs arrears management
    • Applying expert guidance in practice, including recommendations from the Royal College of Psychiatrists and the Money and Mental Health Policy Institute.

    Best practice and solutions

    • Case studies and practical examples of housing providers’ positive practice
    • Opportunities to share knowledge and tips amongst delegates
    • Practical tips and take-aways.

    Timing

    10:00 to 13:00
    Break 11:20 to 11:40

    Additional information

    • Presentation materials and positive practice examples will be shared
    • A free, one-hour online follow-up session will be offered.

    Our trainer

    An independent project manager, consultant and trainer, Tony has over 40 years’ experience across a range of industries, in the private and public sectors.

    Tony’s 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 leads on the accreditation service for income management and tenancy sustainment.

    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 numerous professional and representative organisations. These include 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.

    Tony is a visiting lecturer at the University of Salford and is an associate of the University’s Sustainable Housing and Urban Studies Unit.

    This course will also be running on 7 September and 17 November 2021.

    find out more

    Meet At

    Further information

    Price per delegate
    Non-members:

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

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

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

    Cancellations and substitutions:

    If you are unable to attend an event or public training course, please let us know in writing (email is fine) at least 48 hours before. Please email events@hqnetwork.co.uk

    Otherwise, a cancellation fee of £60 plus VAT will be chargeable.

    If you are using a package place to attend and do not inform us within the agreed time frame, then a place will be taken to cover your non-attendance.

    Cancellations must be made in writing, and will be acknowledged by HQN Limited.

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start30 Jun 2021 10:00
    • End30 Jun 2021 13:00

    Customer journey mapping workshop

    Details

    Customer journey mapping workshop

    The Social Housing White Paper puts tenants at the heart of our services. Getting the experience right saves the organisation and the customer time, money and effort.

    Understanding the different journeys that customers take is an incredibly powerful technique to see and improve the customer experience.

    Knowing how to map the customer journey and spot the little changes that can make an enormous difference is vital – that’s why we’re running a journey mapping workshop.

    Our facilitator Nigel Greenwood has 30 years’ experience in journey mapping both as a practitioner and a trainer. He has run workshops worldwide and had three books published on the customer experience.

    The added bonus – Nigel is new to the social housing sector and approaches this training with fresh eyes. In his words:

    “When mapping your customer journey, you need to see the organisation as a customer or user does – and that means knowing as little about the sector or organisation as a customer would. Journey mapping is a great technique, but the real secret is in knowing what questions to ask. What seems obvious to an employee may not be to a user or customer”

    This interactive workshop will:

    • Explain the six principles of great customer experience and how they fit into customer journeys
    • Demonstrate a simple technique for creating a customer journey map
    • Explain the necessary questions and techniques to really look through the customers’ eyes
    • Get you mapping your customer journeys so you can practice and get feedback and help on the day.

    Nigel will ask the questions the sector has forgotten about and will challenge our assumptions and ways of working. Be prepared to rethink and refresh your approach.

    Who should attend?

    This training is essential for everyone – staff, team leaders and managers – with responsibility for reviewing, or have an interest in, service improvement, particularly those who want to improve services based on a tenant centred approach. It is really useful for staff and managers involved in tenant engagement and scrutiny. It assumes little or no previous knowledge of customer journey mapping so is ideal for anyone wanting a basic introduction.

    Our trainer

    Nigel Greenwood is a former Head of Channel Management and Head of Customer Loyalty for HBOS PLC. He has mapped customer journeys and improved customer experience for 28 years.

    After 27 years working in large corporates, Nigel launched Simply Customer in 2014 as a customer experience consultancy. Examples of the impact his work has had include:

    • 100% immediate improvement in lead to sale conversion
    • 80% improvement in customer retention within 12 months
    • 67% improvement in conversion of quotation issued to sale
    • 800% increase in sale of monthly retainer with quotation
    • 63% improvement in customer retention within three months
    • 30% increase in sales for a large corporate.

    He is an international speaker, with three books published on customer experience and journey mapping as well as two e-learning courses available on Udemy.

    Walking In Your Customers' Shoes: The step by step guide for SMEs - why and how to map your customer journeys to deliver rapid, profitable, sustainable business growth

    The Six Things That All Customers Want: A Practical Guide to Delivering Simply Brilliant Customer Service (Bite-Sized Business Books)

    WHY YOU SHOULD WELCOME CUSTOMER COMPLAINTS: (and what to do about them) (Bite-Sized Books)

    Sold out

    If you would like to be added to our waiting list please email events@hqnetwork.co.uk.

    find out more

    Meet At

    Further information

    Price per delegate
    Non-members:

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

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

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

    Cancellations and substitutions:

    If you are unable to attend an event or public training course, please let us know in writing (email is fine) at least 48 hours before. Please email events@hqnetwork.co.uk

    Otherwise, a cancellation fee of £60 plus VAT will be chargeable.

    If you are using a package place to attend and do not inform us within the agreed time frame, then a place will be taken to cover your non-attendance.

    Cancellations must be made in writing, and will be acknowledged by HQN Limited.

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

    How to effectively tackle anti-social behaviour (ASB)

    Details

    How to effectively tackle anti-social behaviour (ASB)

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

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

    The sessions will cover:

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

    What will delegates learn?

    Delegates will:

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

    Who should attend?

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

    Out trainer

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

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

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

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

    Sold out

    This course will also be running on 3 August 2021.

    find out more

    Meet At

    Further information

    Price per delegate
    Non-members:

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

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

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

    Cancellations and substitutions:

    If you are unable to attend an event or public training course, please let us know in writing (email is fine) at least 48 hours before. Please email events@hqnetwork.co.uk

    Otherwise, a cancellation fee of £60 plus VAT will be chargeable.

    If you are using a package place to attend and do not inform us within the agreed time frame, then a place will be taken to cover your non-attendance.

    Cancellations must be made in writing, and will be acknowledged by HQN Limited.

    • Event TypeHQN Event (Virtual)
    • VenueVirtual workshop
    • Start30 Jun 2021 10:30
    • End30 Jun 2021 13:00

    Future proofing your asset management strategy – taking a dynamic approach to meeting the challenges ahead

    Details

    Asset Management Toolbox 2021 – taking a dynamic approach to meeting the challenges ahead

    Virtual workshop

    Does your asset management strategy meet the wider business objectives of your organisation? Is it aligned to the current policy and regulatory agenda? Where are you now, where do you want to be and how do you get there? This workshop will give you the answers you need.

    Designing and delivering the right asset management strategy has never been more important to the success of your business.

    Your approach to asset management will have a major impact on customer satisfaction, financial planning, the quality and safety of your homes, social and community objectives and your relationship with key stakeholders.

    And now, more than ever you need to have one eye on the future with Decent Homes 2 on the horizon along with ambitious targets for EPC C by 2030 and net zero carbon by 2050.

    Why should you attend:

    HQN's virtual asset management strategy event will:

    • Provide you with the opportunity to check the 'what and why' of your current approach
    • Understand how your strategy fits into the wider business plan
    • Help you to make the best use of capital resources available within your organisation
    • Unlock the value of your assets to deliver long term sustainable homes and neighbourhoods.

    What will you take away from the event:

    Delegates will receive a copy of HQN's latest Strategic Asset Management toolkit which will be put to practical use on the day.

    This event and its accompanying toolkit will help you address the fundamental questions:

    • Where are you now, where do you want to be and how will you get there?
    • What are the key components of strategic asset management and why is it so important to your business?
    • What is an asset management self-assessment and position statement?
    • What are the potential barriers to successful delivery and how do you get around them?

    Confirmed speakers:

    • Mike Victory-Rowe, HQN associate
    • Steve Ellard, Strategic Asset Manager, Beyond Housing.

    Who should attend?

    • Chief Executives
    • Finance Directors
    • Asset and Property Directors
    • Asset and Property Heads / Assistant Directors
    • Asset and Property Management teams
    • Business Intelligence teams
    • Finance teams.

    About our speakers: 

    Mike Victory-Rowe has over 25 years’ experience of working in property and asset management in the housing sector. He works with a range of clients and partners to deliver innovative asset management solutions to the sector and has advised housing associations and charities on strategic asset management and investment, active asset management solutions, business intelligence and performance, property option appraisals and disposals and health and safety compliance. He is a chartered building surveyor.

    As well as a succession of managerial and executive roles (most recently Assistant Director of Asset Management at Knightstone). Mike has held a number of non-executive roles. He is currently an Executive Committee member of the St Andrews Bristol 64th Scout group. 3

    Steve Ellard is Strategic Asset Manager at Beyond Housing and has over ten years’ experience in Asset Management. He was awarded the NHF & 24 Housing Young Leader of the Year award in 2016 and spent the hardest twelve months of his career following this as Leader of Innovation at legacy organisation, Yorkshire Coast Homes. 

    Steve’s passions include the link between technology and asset management and has recently developed Beyond Housing’s Strategic Asset Management Plan.  

    find out more

    Meet At

    Further information

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

    Book now

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

    Cancellations and substitutions:

    If you are unable to attend an event or public training course, please let us know in writing (email is fine) at least 48 hours before. Please email events@hqnetwork.co.uk

    Otherwise, a cancellation fee of £60 plus VAT will be chargeable.

    If you are using a package place to attend and do not inform us within the agreed time frame, then a place will be taken to cover your non-attendance.

    Cancellations must be made in writing, and will be acknowledged by HQN Limited.

    • Event TypeHQN Event (Virtual)
    • VenueVirtual workshop
    • Start30 Jun 2021 14:00
    • End30 Jun 2021 15:00

    Perspectives on digital in housing workshop series

    Details

    Perspectives on digital in housing White Paper and workshop series

    Virtual workshop

    This workshop series is essential for everyone with an interest in tenant engagement, customer-focused service design, data and digitally enabled transformation. Our ‘Perspectives on digital in housing’ series will provide you with insight from sector peers and industry experts to support your digital journey.

    From enabling mobile working, to ensuring asset compliance through effective data governance, and ensuring efficiency in operational delivery and designing intuitive, easy to use services with tenants, digital and data now underpin almost every aspect of what we do. 

    With growing tenant and regulatory expectations, a necessity to be more agile as a result of the pandemic and a need for greater efficiency in service delivery, the sector is now reflecting on what's needed to lay the foundations for the future, with many housing organisations bringing in new skills and capabilities to accelerate their organisational ambitions by making better use of digital, data and technology.

    HQN and Socitm Advisory's joint ‘Perspectives on digital in housing’ White Paper and workshop series brings together insights from peers across the sector, as well as industry experts from outside of it, to share learning and best practice at a time when getting data and digital right has never been more critical.

    Book now

    The rise of the technocrats: how digital and data are re-shaping the skills needed for Boards and Executive Teams

    The rise of the technocrats: how digital and data are re-shaping the skills needed for Boards and Executive Teams
    Wednesday 30 June (2.00pm – 3.00pm)  

    From housing management and repairs to asset management and finance, digital tools and processes are critical to what we do. The sector risk profile clearly sets out data as a key risk too – so why, historically, have so few housing associations had deep digital and data skills at Board or Executive level – and is that starting to change? Join us to find out more about how digital and data are re-shaping how we work – and the new skills needed at board and executive level as a result.

    Speakers: 

    • Nick Atkin, CEO, Yorkshire Housing
    • Tony Summers, CEO, Socitm Advisory.

    Book now

     

    find out more

    Meet At

    Further information

    Delegate fees:
    Innovation and Technology Network members: FREE

    Housing Quality Network members: £60* (price includes membership to the Innovation and Technology Network)

    Non-members: £75* (includes a copy of the Perspectives on Digital in Housing white paper)

    Book now

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

    Cancellations and substitutions:

    If you are unable to attend an event or public training course, please let us know in writing (email is fine) at least 48 hours before. Please email events@hqnetwork.co.uk

    Otherwise, a cancellation fee of £60 plus VAT will be chargeable.

    If you are using a package place to attend and do not inform us within the agreed time frame, then a place will be taken to cover your non-attendance.

    Cancellations must be made in writing, and will be acknowledged by HQN Limited.

    In partnership with

    Socitm advisory

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start01 Jul 2021 09:30
    • End01 Jul 2021 15:00

    Introduction to housing management

    Details

    Introduction to housing management

    Selling fast

    If you ever wondered what housing management was all about – read on. This is the course you’ve been looking for.

    Housing management - also often referred to as landlord, operations, tenancies – is the ‘core’ activity of housing providers.

    It’s a vital service for residents and lies at the centre of every good landlord/tenant relationship.  Its scope is wide and varied covering everything (and often anything) to do with the management of tenancies, estates and communities.

    Staff working in housing management are the ‘front line face’ of every housing business. Their specific remit and duties vary from organisation to organisation depending on how specialist or generic the structures are. Performance is judged in many ways including customer satisfaction and achieving business critical outcomes such as effective income collection, good conduct of tenancies, safe and desirable estates and sustainable communities.

    This session will explain what the role is all about and give delegates a wider understanding of what to expect from housing management. 

    Delegates will:

    • Learn about the housing management service – what it covers and how it relates to other areas of a social housing business
    • Find out about the behaviours and skills that are needed for this role including its demands and challenges
    • Understand the range of tenancies that residents hold, their legal basis and their implications
    • Learn about the basics of income management, anti-social behaviour and common tenancy breaches
    • Consider wider estate and neighbourhood management matters
    • Appreciate the importance of involving residents.

    Who should attend?

    All

    Essential for anyone who wants to find out more about housing management whether working in housing management or a related service area.

    Ideal for anyone new to the sector or new to their post or as a refresher/update.

    Suitable for involved residents and board members as well as staff.

    Our trainer

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

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

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

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

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

    Summer sale

    Get £50 off per delegate by entering #SUMMER50 when booking.

    find out more

    Meet At

    Further information

    Fees
    Price per delegate

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

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

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

                                        

    Key to who should attend:

    Basic/refresher
    Refresher/Basic

    Intermediate
    Intermediate

    Advanced
    Advanced

    All
    Suitable for staff of all levels

                                        

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

                                        

    Cancellations
    Cancellations and substitutions:

    If you are unable to attend an event or public training course, please let us know in writing (email is fine) at least 48 hours before. Please email events@hqnetwork.co.uk

    Otherwise, a cancellation fee of £60 plus VAT will be chargeable.

    If you are using a package place to attend and do not inform us within the agreed time frame, then a place will be taken to cover your non-attendance.

    Cancellations must be made in writing, and will be acknowledged by HQN Limited.

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start01 Jul 2021 09:30
    • End01 Jul 2021 12:30

    Where strategy meets projects – how to bridge the gap

    Details

    Where strategy meets projects – how to bridge the gap

    Selling fast

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

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

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

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

    What you will learn

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

    Who should attend?

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

    Our trainer

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

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

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

    find out more

    Meet At

    Further information

    Price per delegate
    Non-members:

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

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

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

    Cancellations and substitutions:

    If you are unable to attend an event or public training course, please let us know in writing (email is fine) at least 48 hours before. Please email events@hqnetwork.co.uk

    Otherwise, a cancellation fee of £60 plus VAT will be chargeable.

    If you are using a package place to attend and do not inform us within the agreed time frame, then a place will be taken to cover your non-attendance.

    Cancellations must be made in writing, and will be acknowledged by HQN Limited.

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

    Details

    Free to members

    Earlier this year HQN Cymru lead associate Keith Edwards in partnership with the Wales Co-operative Centre ran a programme of activities with housing association and local authorities across Wales to explore opportunities to embed the innovative Can Do Approach in community investment and decarbonisation activities.

    The programme was timely and the positive response exceeded all expectations. A key finding was that the values, strategies and plans to deliver of participants clearly align with the incoming Welsh Government’s programme and the Can Do approach.

    This free to HQN Cymru member best practice session will:

    • Explore the practitioner experience across a number of associations and councils
    • Highlight the key lessons of the project and launch the project report
    • Provide links to new on line resources to support Can Do delivery.

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

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

    find out more

    Meet At

    Further information

    Delegate fees:

    *FREE to members of the Housing Quality Network Cymru.

    Non-members: £60.00 *

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

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

    Cancellations and substitutions:

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

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start01 Jul 2021 10:00
    • End01 Jul 2021 15:00

    Managing for the first time – team leader and managers

    Details

    Managing for the first time – team leader and managers

    Selling fast

    Your first management role is highly likely to be a major shift in responsibility. You have an opportunity to set the tone for your new team, set out your intentions as a manager and show how you will be successful. You may also be daunted and overwhelmed by the range of tasks you have to quickly become familiar with, and the breadth of what’s expected of you as a manager of people. If you have been internally promoted, there will potentially be another set of challenges to face and overcome. 

    Spending time on your professional development as a manager at the beginning of your management career will pay huge dividends, and this participative and thought provoking workshop will explore themes on becoming a manager, and help guide you to develop lasting strategies for success.  

    By attending this course, you will: 

    • Be able to develop a roadmap to help you focus on how to be successful in your new role
    • Work out what your opportunities and challenges are as a new manager
    • Understand what your leadership style is, and explore the concept of situational leadership 
    • Understand the importance of developing your team 
    • Develop the skills, knowledge and abilities to be a successful manager.

    Course outline

    • Key management and leadership skills, which ones to develop and learn
    • Characteristics of highly performing teams – how to create yours 
    • Problem solving and decision making, tools and concepts 
    • How to plan and allocate work 
    • Action planning for continuing professional development in management skills. 

    Who should attend?

    This course is ideal for aspiring or new managers. 

    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.

    This course will also be running on 19 October and 16 December 2021.

    Summer sale

    Get £50 off per delegate by entering #SUMMER50 when booking.

    find out more

    Meet At

    Further information

    Price per delegate
    Non-members:

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

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

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

    Cancellations and substitutions:

    If you are unable to attend an event or public training course, please let us know in writing (email is fine) at least 48 hours before. Please email events@hqnetwork.co.uk

    Otherwise, a cancellation fee of £60 plus VAT will be chargeable.

    If you are using a package place to attend and do not inform us within the agreed time frame, then a place will be taken to cover your non-attendance.

    Cancellations must be made in writing, and will be acknowledged by HQN Limited.

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start01 Jul 2021 10:00
    • End01 Jul 2021 16:00

    Tenancies and licences

    Details

    Tenancies and licences

    Selling fast

    In English law, there are some 15 different kinds of tenancy, all with different names, all with different rights and responsibilities and, since the Localism Act 2011, there are minimum two-year fixed-term flexible and affordable rent tenancies. Many people only have a licence (personal permission) to occupy. Confusion reigns and mistakes are all too common when creating, managing and terminating these occupation agreements.

    This training will provide a clear understanding of the different kinds of tenancy/licence and how to minimise errors.

    You will learn:

    • What a ‘licence’ is and who should really have a tenancy
    • Who should get what kind of agreement when first occupying
    • The need for accurate and clear written and verbal agreements with occupiers
    • About fixed-term/flexible and affordable rent tenancies
    • About introductory/starter/assured shorthold/demoted tenancies; how and why reviews are essential
    • How such tenancies default or convert into lifetime secure or assured tenancies
    • The different rights and responsibilities that attach to different kinds of tenancy
    • About common tenancy management issues – assignment, succession, abandonment
    • How to properly end different kinds of tenancy or licence.

    Who should attend?

    Everyone involved in creating, managing or ending different kinds of tenancy or licence, including lettings, sign-up staff, tenancy management and enforcement, arrears staff, supported housing teams and tenancy sustainment staff.

    Our trainer

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

    Summer sale

    Get £50 off per delegate by entering #SUMMER50 when booking.

    find out more

    Meet At

    Further information

    Price per delegate
    Non-members:

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

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

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

    Cancellations and substitutions:

    If you are unable to attend an event or public training course, please let us know in writing (email is fine) at least 48 hours before. Please email events@hqnetwork.co.uk

    Otherwise, a cancellation fee of £60 plus VAT will be chargeable.

    If you are using a package place to attend and do not inform us within the agreed time frame, then a place will be taken to cover your non-attendance.

    Cancellations must be made in writing, and will be acknowledged by HQN Limited.

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start02 Jul 2021 10:00
    • End02 Jul 2021 13:00

    The new Debt Respite Scheme for housing providers

    Details

    The new Debt Respite Scheme for housing providers

    Selling fast

    Are you prepared for the introduction of the new Debt Respite Scheme that comes into effect on 4 May 2021 and what this game changing development means for your arrears collection?

    This has been introduced to help protect debtors and is about getting people debt advice earlier.

    It is not a payment holiday or a ‘free ride’ for tenants. But it will mean that you have to follow instructions from the Insolvency Service around halting collection action for at least 60 days – and it could be much, much longer if a tenant is receiving treatment for mental ill-health.

    This course looks at both parts of the scheme:

    • Breathing Space which comes into effect from 4 May
    • Statutory Debt Repayment Plan, which is due to come in later this year (tbc).

    It covers information about registering with Insolvency Service, your responsibilities and the debtors’ responsibilities, when protection will start and end, how you will be notified, what to think about and opportunities.

    We’ll also cover the “knowns and unknowns” about the Statutory Debt Repayment Plans, the introduction of which is likely to change the way debt is enforced forever.

    You will learn:

    • What you need to do now
    • Moratorium application process, duration and review
    • Moratorium for people who are undergoing mental health treatment
    • What debts qualify and what debts are excluded (inc joint debts)
    • When you can, and can’t, serve a notice or take legal action,(or even talk to the tenant about their arrears)
    • The effect on existing legal proceedings
    • The effect on APAs and rent/housing costs deductions in UC
    • Your responsibilities
    • Debtors’ responsibilities
    • Engaging with debt advice providers
    • What happens if you don’t comply
    • Challenging Moratoriums
    • Statutory Debt Repayment Plan (SDRP).

    Who should attend?

    Essential for everyone involved in the recovery of debt, including those who need to answer queries and provide signposting advice.

    Our trainer

    Alison Markantonis is an experienced welfare benefits, financial capability and employment skills practitioner, who has worked successfully in the affordable housing and benefits sector for the last 27 years. She has worked with many housing and support organisations and brings her extensive experience to specialise in demystifying the benefits system, money management and employability skills training for both frontline staff and tenants. Her approach is participative and interactive, using case studies and her own experience to take the complex, and make it not only simple, but also applicable.

    find out more

    Meet At

    Further information

    Price per delegate
    Non-members:

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

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

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

    Cancellations and substitutions:

    If you are unable to attend an event or public training course, please let us know in writing (email is fine) at least 48 hours before. Please email events@hqnetwork.co.uk

    Otherwise, a cancellation fee of £60 plus VAT will be chargeable.

    If you are using a package place to attend and do not inform us within the agreed time frame, then a place will be taken to cover your non-attendance.

    Cancellations must be made in writing, and will be acknowledged by HQN Limited.

    • Event TypeHQN Event (Virtual)
    • VenueVirtual workshop
    • Start06 Jul 2021 10:00
    • End06 Jul 2021 12:00

    What the Social Housing White Paper means for local authorities

    Details

    What the Social Housing White Paper means for local authorities

    virtual workshop

    The White Paper promises the biggest shake-up to local authority housing for years so what should you be doing now to prepare?

    A return to proactive consumer regulation, a robust inspection regime and new tenant satisfaction measures are just some of the major changes on the horizon for local authorities as part of the recent Social Housing White Paper.

    The government’s determination to treat all social housing residents in the same way, regardless of who their landlord is, has far-reaching implications for councils – not least from a resource and capacity issue.

    Although legislation is required to bring about the regulatory changes, both the Ministry of Housing and Local Government and the Regulator of Social Housing have promised to ‘move at pace’ where they can. It is therefore essential that local authorities get ahead of the game and start preparing as best they can.

    At this virtual workshop, HQN associate Roger Jarman will set out the key changes proposed in the White Paper, highlight the implications for local authorities, ALMOs and TMOs and provide practical advice on the steps that can be taken now.

    This session will also look at a range of other proposals that have major implications for local authorities, including a new framework of ‘Green Infrastructure Standards’; a requirement for housing associations and councils to work together on allocations and new measures to support tenants with mental health and/or facing anti-social behaviour issues.

    Speaker:

    • Roger Jarman, Former Head of Housing at the Audit Commission.

    About our speaker:

    Roger Jarman is an Associate with the Housing Quality Network where he provides consultancy services; leads training programmes; and writes on housing regulation and other matters. He is also a Non Executive Director of two housing organisations. From 1991 until 1999 he was Head of Housing Management at the Housing Corporation and then from 1999 until 2011 he was Head of Housing at the Audit Commission overseeing the 1400 housing inspections undertaken by the Commission during that period. He was a member of the team that produced the Cave Review of social housing regulation in 2007.

    This workshop is essential for:

    • All local authority housing professionals, including ALMOs and TMOs
    • Non-housing backroom teams responsible for housing departments
    • Housing portfolio holders. 
    find out more

    Meet At

    Further information

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

    Book now

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

    Programme:    

    Click here to download the programme

    Cancellations and substitutions:

    If you are unable to attend an event or public training course, please let us know in writing (email is fine) at least 48 hours before. Please email events@hqnetwork.co.uk

    Otherwise, a cancellation fee of £60 plus VAT will be chargeable.

    If you are using a package place to attend and do not inform us within the agreed time frame, then a place will be taken to cover your non-attendance.

    Cancellations must be made in writing, and will be acknowledged by HQN Limited.

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start06 Jul 2021 10:00
    • End07 Jul 2021 13:00

    Gone but not forgotten – managing former tenant debt

    Details

    Gone but not forgotten – managing former tenant debt

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

    The practical course is fully updated with the latest tips and ideas that will help you to:

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

    What will you learn?

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

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

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

    Who should attend?

    All

    Everyone involved in

    • Prevention and collection of former tenant rent arrears
    • Those advising residents on money management and benefit: income and rent arrears officers, housing officers, contact centre staff, estate and neighbourhood management staff, support workers, welfare benefit and debt advisers, and financial inclusion officers.

    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)

    Our trainer

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

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

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

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

    This course will also be running on 21 & 22 October 2021.

    Summer sale

    Get £50 off per delegate by entering #SUMMER50 when booking.

    find out more

    Meet At

    Further information

    Fees
    Price per delegate

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

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

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

                                        

    Key to who should attend:

    Basic/refresher
    Refresher/Basic

    Intermediate
    Intermediate

    Advanced
    Advanced

    All
    Suitable for staff of all levels

                                        

    Dates
    Alternative dates

    21 & 22 October 2021

                                        

    This course will be particularly relevant to members of:

    Rent Income Excellence Network
    The Rent Income Excellence Network

                                        

    Cancellations
    Cancellations and substitutions:

    If you are unable to attend an event or public training course, please let us know in writing (email is fine) at least 48 hours before. Please email events@hqnetwork.co.uk

    Otherwise, a cancellation fee of £60 plus VAT will be chargeable.

    If you are using a package place to attend and do not inform us within the agreed time frame, then a place will be taken to cover your non-attendance.

    Cancellations must be made in writing, and will be acknowledged by HQN Limited.

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start06 Jul 2021 10:00
    • End06 Jul 2021 12:30

    Value for Money masterclass

    Details

    Value for Money masterclass

    Selling fast

    The RSH have indicated that there will be a greater focus on VfM across the social housing sector especially as following the rent reduction in 2015 most organisations have indicated that their operating costs will have to fall.

    We are offering a VfM masterclass that:

    • Explains what VfM really means
    • Examines your approach to VfM and identifies any gaps
    • Compares your Cost Per Unit (CPU) figure to others
    • Reviews VfM initiatives being undertaken across the sector.

    This course can be tailored to suit the needs of the board and/or senior managers.

    After undertaking the course attendees will have:

    • A better understanding of their organisation’s current VfM performance
    • Identified the areas where VfM improvements are needed
    • Outlined the actions that could be taken to improve the organisation’s performance.

    Our trainer

    Ian Parker has worked in the public sector for 40 years. During his career he has worked in senior positions in local government and has been the Finance Director at four RPs. Ian has worked as a consultant for the last ten years and during that period has:

    • Developed HQN's VfM metric model
    • Provided advice to clients about the sector's VfM agenda
    • Undertaken in excess of 50 mock In Depth Assessments (IDAs)
    • Developed HQN's merger model.

    Ian is HQN's Lead Finance Associate and in that role he provides advice to members of the Housing Finance Network and also ensures that they receive relevant news and technical updates.

    find out more

    Meet At

    Further information

    Price per delegate
    Non-members:

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

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

    Special offer: £75 + VAT for Housing Finance Network members
    Quote - #VFMJULY when completing the booking form.

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

    Cancellations and substitutions:

    If you are unable to attend an event or public training course, please let us know in writing (email is fine) at least 48 hours before. Please email events@hqnetwork.co.uk

    Otherwise, a cancellation fee of £60 plus VAT will be chargeable.

    If you are using a package place to attend and do not inform us within the agreed time frame, then a place will be taken to cover your non-attendance.

    Cancellations must be made in writing, and will be acknowledged by HQN Limited.

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

    Communication skills masterclass

    Details

    Communication skills masterclass

    This course is a synthesis of the most famous, widely used and evidence-based communication techniques that are available which can be applied in any situation.

    You will:

    • Understand motivational interviewing techniques - open questioning, reflective listening and summarising skills
    • Explore NLP and how it can help understand our own and others’ communication style, body language and priority system
    • Explore CBT and how to identify and address negative mindsets in ourselves, and others
    • Understand what defence mechanisms are, how to spot and address them
    • Learn how to use negative and use positive language effectively
    • Explore transactional analysis skills, particularly the ‘Parent-adult-child’ model.

    Who should attend?

    Refresher/Basic   Intermediate

    Everyone at all levels and especially staff who deal with difficult or challenging situations.

    • Front line staff
    • Middle management
    • Senior management.

    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 9 November 2021.

    Summer sale

    Get £50 off per delegate by entering #SUMMER50 when booking.

    find out more

    Meet At

    Further information

    Fees
    Price per delegate

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

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

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

                                        

    Key to who should attend:

    Basic/refresher
    Refresher/Basic

    Intermediate
    Intermediate

    Advanced
    Advanced

    All
    Suitable for staff of all levels

                                        

    Dates
    Alternative dates

    23 March 2021

    9 November 2021

                                        

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

                                        

    Cancellations
    Cancellations and substitutions:

    If you are unable to attend an event or public training course, please let us know in writing (email is fine) at least 48 hours before. Please email events@hqnetwork.co.uk

    Otherwise, a cancellation fee of £60 plus VAT will be chargeable.

    If you are using a package place to attend and do not inform us within the agreed time frame, then a place will be taken to cover your non-attendance.

    Cancellations must be made in writing, and will be acknowledged by HQN Limited.

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

    Condensation, damp and mould – causes, cures and the courts

    Details

    Condensation, damp and mould – causes, cures and the courts

    This revised and updated condensation, damp and mould workshop builds on the enthusiastically received format previously delivered both in-house and at public training events across the length and breadth of the UK.

    Revisiting existing understanding, dispelling myths and questioning existing generic, outdated and inappropriate advice often given to interested parties in the light of recent improvements to housing stock, the course provides delegates with an effective understanding of the causes, symptoms and cures associated with condensation, damp and mould in the light of impacting legislation, etc.

    What will you learn?

    • An understanding of the causes, symptoms and cures associated with condensation, damp and mould
    • Requisite impacting legislation and the implications of failure
    • Rising damp – truth or myth?
    • The diverse range of detection tools available such as moisture, carbide and capacitance meters, borescopes, hygrometer sticks and humidity boxes, etc
    • Strategies for the effective removal/reduction of damp and mould problems
    • How to communicate sound knowledge-based principles to affected parties
    • How to protect parties’ interests and implement effective procedural guidance to combat failure.

    The training is lively, practical and interactive and, most importantly, in tune with the increasing demands being placed on housing organisations and their technical and housing officers in meeting the challenges presented by this resource-draining aspect of their work.

    Who should attend?

    Refresher/Basic   Intermediate

    • Housing officers
    • Maintenance and technical officers
    • Property inspectors
    • Home visitors
    • Estate-based staff such as caretakers and neighbourhood officers
    • Customer-facing teams and their team leaders.

    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.

    This course will also be running on 8 September 2021.

    Summer sale

    Get £50 off per delegate by entering #SUMMER50 when booking.

    find out more

    Meet At

    Further information

    Fees
    Price per delegate

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

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

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

                                        

    Key to who should attend:

    Basic/refresher
    Refresher/Basic

    Intermediate
    Intermediate

    Advanced
    Advanced

    All
    Suitable for staff of all levels

                                        

    This course will be particularly relevant to members of:

    Housing Management Network
    The Housing Management Network

    Residents Network
    The Residents' Network

                                        

    Cancellations
    Cancellations and substitutions:

    If you are unable to attend an event or public training course, please let us know in writing (email is fine) at least 48 hours before. Please email events@hqnetwork.co.uk

    Otherwise, a cancellation fee of £60 plus VAT will be chargeable.

    If you are using a package place to attend and do not inform us within the agreed time frame, then a place will be taken to cover your non-attendance.

    Cancellations must be made in writing, and will be acknowledged by HQN Limited.

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start07 Jul 2021 10:30
    • End07 Jul 2021 12:00

    The Social Housing White Paper: Training for board members and executive teams

    Details

    The Social Housing White Paper: Training for board members and executive teams

    What does the White Paper mean for housing providers and residents? How should registered providers of all kinds (including local authorities) prepare for the new regulatory regime being designed by Government and the Regulator of Social Housing? What roles do Board members and Councillors have in ensuring that their organisations are ‘fit for purpose’ as the new regime is rolled out over the next few years?  

    This virtual workshop, led by Roger Jarman, will explore:

    • The re-booting of consumer regulation
    • The new focus on safety – particularly building safety
    • Housing inspection re-born – what will it look like?
    • Dealing with complaints – a key element of the new regulatory framework
    • The return of performance measurement – how will tenant satisfaction measures differ from old style performance indicators?
    • Decent Homes ‘Plus’ – what will the proposed review mean for providers?
    • Tenant engagement – forging a new relationship with service users.      

    Who should attend?

    The training is designed to brief board members and executive teams on the proposed regulatory framework as set out in the Social Housing White Paper published in November 2020.

    The training can also be adapted for managers and staff working at all levels as well as tenants and residents.

    For in-house sessions we tailor and design the session to meet your specific circumstances and requirements. 

    Our trainer

    Roger Jarman is a long standing HQN trainer and associate.

    Roger’s career in housing spans over 40 years. He has worked as an academic, in local government and for a range of central agencies. In the 1990s he was Head of Housing Management at the Housing Corporation. From 1999 to 2011 Roger worked at the Audit Commission where he was Head of Housing. He now works as a housing consultant and trainer. His clients have included Central Government Departments and a wide range of housing organisations. He is a well respected commentator on housing issues and has written extensively for HQN and others on housing policy, housing regulation, the private rented sector and related subjects. He is a Non Executive Director of two housing providers.

    find out more

    Meet At

    Further information

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

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

    Cancellations and substitutions:

    If you are unable to attend an event or public training course, please let us know in writing (email is fine) at least 48 hours before. Please email events@hqnetwork.co.uk

    Otherwise, a cancellation fee of £60 plus VAT will be chargeable.

    If you are using a package place to attend and do not inform us within the agreed time frame, then a place will be taken to cover your non-attendance.

    Cancellations must be made in writing, and will be acknowledged by HQN Limited.

  3. Equality, Diversity and Inclusion health check toolkit

    Details

    Free to members

    At the Equality, Diversity and Inclusion Network we understand that everyone is on a different EDI journey. Because of this we commissioned this new Equality, Diversity and Inclusion health check toolkit, giving you a handy barometer of how advanced your organisations are.

    In July we will be welcoming the authors of the toolkit, Lucy Malarkey and Karen Faulkner of Positive About Inclusion to present a session on how to best use the toolkit, get the most out of it and some suggestions of improvements you could make to your own organisation.

    Ahead of the session you will receive a copy of the health check, and we encourage you to take a look over before attending the session.

    *Please note that places are limited to two per organisation. 

    **This session is free to Equality, Diversity and Inclusion Network members. 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 Equality, Diversity and Inclusion 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.

    • Event TypeHQN Event (Virtual)
    • VenueVirtual workshop
    • Start08 Jul 2021 10:00
    • End08 Jul 2021 12:45

    Housing Ombudsman workshop: Drafting effective complaint responses and appropriate remedies

    Details

     Housing Ombudsman workshop: Drafting effective complaint responses and appropriate remedies

    Virtual workshop

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

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

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

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

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

    Confirmed speakers:

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

    Testimonials:

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

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

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

    This workshop will also take place on Tuesday 20 July.

    find out more

    Meet At

    Further information

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

    Book now

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

    Programme:      

    Click here to download the programme

    Cancellations and substitutions:

    If you are unable to attend an event or public training course, please let us know in writing (email is fine) at least 48 hours before. Please email events@hqnetwork.co.uk

    Otherwise, a cancellation fee of £60 plus VAT will be chargeable.

    If you are using a package place to attend and do not inform us within the agreed time frame, then a place will be taken to cover your non-attendance.

    Cancellations must be made in writing, and will be acknowledged by HQN Limited.

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start08 Jul 2021 10:00
    • End08 Jul 2021 16:00

    How possession proceedings work in the county court

    Details

    How possession proceedings work in the county court

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

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

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

    The session will cover:

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

    What will delegates learn?

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

    Who should attend?

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

    Our trainer

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

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

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

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

    Sold out

    This course will also be running on 12 August24 September and 4 November 2021.

    find out more

    Meet At

    Further information

    Price per delegate
    Non-members:

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

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

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

    Cancellations and substitutions:

    If you are unable to attend an event or public training course, please let us know in writing (email is fine) at least 48 hours before. Please email events@hqnetwork.co.uk

    Otherwise, a cancellation fee of £60 plus VAT will be chargeable.

    If you are using a package place to attend and do not inform us within the agreed time frame, then a place will be taken to cover your non-attendance.

    Cancellations must be made in writing, and will be acknowledged by HQN Limited.

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start08 Jul 2021 13:30
    • End08 Jul 2021 16:30

    Leading strategically to develop a high performing culture

    Details

    Leading strategically to develop a high performing culture

    Selling fast

    This virtual workshop will provide delegates with great techniques to:

    • Critique your leadership of your team – what’s helping and what do you want to change?
    • Is your strategy focussing on the right areas to enhance performance? 
    • How do you shift performance with people when their motivation has dropped?

    Delegates will go away with practical tools to enable you to think and plan in a more focused way, communicate and influence persuasively and come up with a detailed plan of the role you want to play so that you are leading a high performing team.

    What you will learn

    • Strategic choices – how to make sure our strategy supports our vision
    • How to create a high performance culture – understanding your style of leadership and what you want to develop
    • The six strategic anchors that allow us to keep the team focussed
    • The four motivation traps and how to address them
    • Who are you connecting with and how can you widen your network to ensure you are performing to your full potential.

    Who should attend?

    Anyone who leads a team and wants to challenge themselves on how they are currently performing so they stay focused and remain productive. 

    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.

    find out more

    Meet At

    Further information

    Fees
    Price per delegate

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

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

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

                                        

    Cancellations
    Cancellations and substitutions:

    If you are unable to attend an event or public training course, please let us know in writing (email is fine) at least 48 hours before. Please email events@hqnetwork.co.uk

    Otherwise, a cancellation fee of £60 plus VAT will be chargeable.

    If you are using a package place to attend and do not inform us within the agreed time frame, then a place will be taken to cover your non-attendance.

    Cancellations must be made in writing, and will be acknowledged by HQN Limited.

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start13 Jul 2021 10:00
    • End13 Jul 2021 16:00

    Housing management law update

    Details

    Housing management law update

    Selling fast

    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.

    Summer sale

    Get £50 off per delegate by entering #SUMMER50 when booking.

    find out more

    Meet At

    Further information

    Fees
    Price per delegate

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

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

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

                                        

    Key to who should attend:

    Basic/refresher
    Refresher/Basic

    Intermediate
    Intermediate

    Advanced
    Advanced

    All
    Suitable for staff of all levels

                                        

    This course will be particularly relevant to members of:

    Housing quality network
    The Housing Quality Network

                                        

    Cancellations
    Cancellations and substitutions:

    If you are unable to attend an event or public training course, please let us know in writing (email is fine) at least 48 hours before. Please email events@hqnetwork.co.uk

    Otherwise, a cancellation fee of £60 plus VAT will be chargeable.

    If you are using a package place to attend and do not inform us within the agreed time frame, then a place will be taken to cover your non-attendance.

    Cancellations must be made in writing, and will be acknowledged by HQN Limited.

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start13 Jul 2021 10:00
    • End13 Jul 2021 15:00

    Managing conflict, confrontation and challenging behaviour

    Details

    Managing conflict, confrontation and challenging behaviour

    Selling fast

    ‘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.

    This course will also be running on 16 November 2021.

    Summer sale

    Get £50 off per delegate by entering #SUMMER50 when booking.

    find out more

    Meet At

    Further information

    Fees
    Price per delegate

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

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

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

                                        

    Key to who should attend:

    Basic/refresher
    Refresher/Basic

    Intermediate
    Intermediate

    Advanced
    Advanced

    All
    Suitable for staff of all levels

                                        

    This course will be particularly relevant to members of:

    Housing quality network
    The Housing Quality Network

                                        

    Cancellations
    Cancellations and substitutions:

    If you are unable to attend an event or public training course, please let us know in writing (email is fine) at least 48 hours before. Please email events@hqnetwork.co.uk

    Otherwise, a cancellation fee of £60 plus VAT will be chargeable.

    If you are using a package place to attend and do not inform us within the agreed time frame, then a place will be taken to cover your non-attendance.

    Cancellations must be made in writing, and will be acknowledged by HQN Limited.

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start13 Jul 2021 10:00
    • End14 Jul 2021 13:00

    MIST 2021… Maximising Income, Sustaining Tenancies

    Details

    MIST 2021… Maximising Income, Sustaining Tenancies

    Selling fast

    A practical masterclass to prepare your service for what lies ahead.

    We enter 2021 with housing providers facing an evolving set of challenges in an uncertain economic and societal climate.

    Covid-19 continues to impact on every household and presents an unprecedented risk to rental income streams. The response from housing providers has been impressive, particularly in terms of the support available to customers and communities. But the critical question is – how prepared is your service for what lies ahead?

    MIST 2021 examines proven ways in which housing providers can minimise debt risk, maximise collection, and sustain tenancies.

    Whether you’re looking for ideas to refresh a high-performing service or a complete revamp, this is the workshop for you.

    What will the workshop cover?

    Tony Newman will draw on his practical experience, and over fifteen years of close scrutiny, of income management services across the UK.

    The workshop will focus on how to shape a robust service that is flexible to adapt to a changing landscape:

    • What works and what doesn’t? And how do we measure this?
    • Lockdown Lessons – Who is performing well and how are they doing it?
    • What does the Social Housing White Paper mean for income management?
    • How to test the service and build a continuous improvement plan that delivers
    • Knowledge Lab –  An opportunity to network and share positive practice and tips
    • Beyond eviction – Why we need a reframe: Income management as part of homelessness reduction.

    Whether a registered provider, local authority or ALMO, delegates will leave with a wealth of practical ideas, tips and resources.

    What support do we get?

    A full resource pack will be provided after the workshop together with an optional one-hour follow-up session.

    Afterwards, Tony will continue to answer any questions arising from the sessions.

    Who should attend?

    This workshop is suitable for everyone interested in managing tenancies, supporting households and sustaining housing income. The content will particularly benefit those in senior income management or team leader roles.

    The workshop can also be tailored for in-house delivery.

    Timings          

    This online workshop is delivered virtually over two half-day sessions.

    Each session runs from 10:00am to 13:00pm (break 11:20am to 11:40am).

    Our trainer

    Tony Newman is an independent project manager, consultant and trainer, Tony has over 40 years’ experience across a range of industries, in the private and public sectors, including extensive experience in social housing.

    Tony’s work centres on helping clients to maximise income and improve services to customers, especially supporting the financial wellbeing and independence of vulnerable people.

    Tony studied psychology and philosophy at the University of Stirling and maintains an interest in communication and behavioural science, which he incorporates into his work.

    Tony designed Housing Quality Network’s income management and financial inclusion toolkits and leads on HQN’s unique accreditation service for income management. He has conducted many improvement projects and inspections and has a track record of supporting clients to improve performance in challenging environments.

    Tony is a member of numerous professional and representative organisations. These include the Chartered Institute of Housing, Chartered Institute of Credit Management, the British Institute of Learning Disabilities, the Project Management Institute, the Housing Studies Association and the Financial Health Exchange.

    Since 2011, Tony has been a visiting lecturer and tutor at the University of Salford and is an associate of the University’s Sustainable Housing and Urban Studies Unit.

    This course will also be running on 27 & 28 October 2021.

    Summer sale

    Get £50 off per delegate by entering #SUMMER50 when booking.

    find out more

    Meet At

    Further information

    Price per delegate
    Non-members:

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

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

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

    Cancellations and substitutions:

    If you are unable to attend an event or public training course, please let us know in writing (email is fine) at least 48 hours before. Please email events@hqnetwork.co.uk

    Otherwise, a cancellation fee of £60 plus VAT will be chargeable.

    If you are using a package place to attend and do not inform us within the agreed time frame, then a place will be taken to cover your non-attendance.

    Cancellations must be made in writing, and will be acknowledged by HQN Limited.

    • Event TypeHQN Event (Virtual)
    • VenueVirtual conference
    • Start13 Jul 2021 10:25
    • End15 Jul 2021 13:30

    The HQN annual conference 2021: Respecting the resident voice – are we ready to listen?

    Details

    The HQN annual conference 2021: Respecting the resident voice – are we ready to listen?

    Virtual conference

    It's back! Our annual conference is one of the highlights of the housing calendar and the big focus this year will be the resident voice.

    This year’s conference will take place across three mornings from Tuesday 13 July to Thursday 15 July. This allows you to get the most from a packed line up, without getting Zoom fatigue.

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

    For all social housing providers, communicate, involve, listen and act are now top priorities. But for this to happen, genuine cultural change will be required in many organisations.

    On top of exploring new methods of engagement and service design, landlords will be required to measure their performance across a number of key areas and share the results publicly.

    This year’s HQN annual conference will address the big issues affecting the housing sector while ensuring the resident voice is central to every discussion and debate.

    Each day of the conference will have a different theme and include a mix of keynote sessions and breakout workshops.

    Tuesday 13 July – 10:30am to 1:30pm – The way forward

    We’ll be looking at the way forward, with the Ministry of Housing Communities and Local Government providing an update on the roll-out of the Social Housing White Paper, and Jo Richardson, President Elect of the Chartered Institute of Housing, setting out her vision and plan for the year ahead.

    Keynotes:

    • Chair: Alistair McIntosh, Chief Executive, HQN
    • MHCLG (speaker tbc) – Social Housing White Paper
    • Jo Richardson, President Elect, CIH
    • Housing’s Next Generation – the housing association of the future, Halisha Kaur, Senior Regeneration Officer, GreenSquareAccord, Jessica Marshall, Environmental Impact Coordinator, Orbit Group, Connie Garrett, Aftercare and Quality Manager, Sovereign, Jordan Llewellyn-Jacques, Assistant Neighbourhood Officer, Rooftop Housing, Natalie Makin, Energy Services Team Leader, Stockport Homes, Rachael Crooks, Community Connector, Beyond Housing, Laura Weston, Communications and Marketing Officer, Honeycomb Group and Kath Menzies, Housing Services Officer, Link Housing.

    Breakout sessions:

    • Getting to grips with ESG, Barry Malki, Director of Communities, Socialsquared and Gridizen
    • Building social capital, Susan Ritchie, Director Mutual Gain
    • The future of tenant engagement: behavioural science and beyond, Chris Walker, Behavioural Science Lead, Voicescape
    • Taking a holistic approach to safety and tenant wellbeing, Tina Mistry, Aico, and Mandeep Bhogil, special projects lead, Home Group
    • The future of payments – an analysis of product trends and the roadmap for the future, Vicky Lynch, Strategic Sector & Partnerships Lead, PayPoint.

    Wednesday 14 July – 10:30am to 1:30pm – Respecting residents

    This session has been co-designed with residents to ensure their voices are heard loud and clear. They will help to identify the topics for discussion as well as the speakers. Watch this space for more information…

    Delegates will also get to hear from the Stigma Project Group, a cohort of residents and staff who come together on a regular basis to address the issue of stigma in social housing and what can be done about it.

    We also hope to welcome the recently assembled Housing Ombudsman Resident Panel to find out more about the role they will play in ensuring the resident voice is heard as part of the revamped complaints process.

    Keynotes:

    • Chair: Alistair McIntosh, Chief Executive, HQN
    • Richard Blakeway, Housing Ombudsman
    • Listen, act, learn – what residents expect from their housing provider (resident-led session)
    • Fayann Simpson, L&Q board member and resident, Richard Mandunya, Soha Housing and Tanisha Rigby, First Choice Homes Oldham
    • Trust, transparency and accountability – understanding the building blocks to a successful relationship (staff and resident session), Alison Muir, Clarion board member, Shauna Hutchinson, Resident Engagement Manager, Network Homes and Elaine Warwick, Resident Engagement and Scrutiny Coordinator, bpha
    • The Resident Voice Index session – Doug Sarney, Solutions PrincipalMRI Software
    • Tackling stigma across all tenures – Tackling Stigma Project Group and See the Person, Jan Mills, Resident Involvement & Scrutiny Manager, Clarion, and others.

    Breakout sessions:

    • A fresh perspective on resident engagement, Kate Roberts, IFF and Matthew Weekes, Peabody
    • The Resident Voice Index – additional insights, Doug Sarney, Solutions PrincipalMRI Software
    • Working with residents for happier homes. Haris Khan, Director of Commercial and UK Strategy, Plentific
    • The importance of resident engagement – explaining the change curve and trust model, Tina Mistry, Aico
    • Together with Tenants project, SHAL Housing and Brighter Places (speakers TBC).

    Thursday 15 July – 10:30am to 1:30pm – Consumer regulation and building safety

    The focus for Thursday is consumer regulation and building safety, and we have a host of top speakers lined up, including Kate Dodsworth, the Regulator of Social Housing's new Director of Consumer Regulation, and the Health and Safety Executive (tbc). 

    To ensure this year’s conference offers something for everyone, each day will feature a range of breakout sessions for delegates to choose from.

    Keynotes:

    • Chair: Alistair McIntosh, Chief Executive, HQN
    • Kate Dodsworth and Will Perry, Regulator of Social Housing
    • Sarah Mallagh, Health and Safety Executive
    • Victoria Elvidge, Group Chair, Jane Porter, Chief Operating Officer, Optivo, Ashleigh Fulwood, Chair of Scrutiny Involvement For Tenants (SIFT), Your Homes Newcastle and Becky Salmon, Housing Programme Lead, Clarion – building safety and engagement best practice group.

    Breakout sessions:

    • The Building and Fire Safety Acts – what do they mean for your asset management systems?, John Buckland, MRI
    • Building safety law update Jonathan Hulley, Birketts.

    Our annual conference speakers:

    • Chair: Alistair McIntosh, Chief Executive, HQN
    • Jane Everton, MHCLG (13 July)
    • Jo Richardson, President Elect, CIH (13 July)
    • Richard Blakeway, Housing Ombudsman (14 July)
    • Kate Dodsworth and Will Perry, Regulator of Social Housing (15 July) 
    • Sarah Mallagh, HSE (15 July)
    • Victoria Elvidge, Chair, MHCLG Social Sector (Building Safety) Engagement Best Practice Group (15 July)
    • Alison Muir, Clarion board member (14 July)
    • Elaine Warwick, Resident Engagement and Scrutiny Coordinator, bpha (14 July)
    • Fayann Simpson, L&Q board member and resident (14 July)
    • Jan Mills, Resident Involvement & Scrutiny Manager, Clarion (14 July)
    • Kate Roberts, IFF and Matthew Weekes, Peabody (14 July)
    • Richard Mandunya, Soha Housing resident (14 July)
    • Shauna Hutchinson, Resident Engagement Manager, Network Homes (14 July)
    • Jane Porter, Chief Operating Officer, Optivo (15 July)
    • Ashleigh Fulwood, Chair of Scrutiny Involvement For Tenants (SIFT), Your Homes Newcastle (15 July)
    • Becky Salmon, Housing Programme Lead, Clarion (15 July)
    • Tanisha Rugby, First Choice Homes Oldham (14 July)
    • Halisha Kaur, Senior Regeneration Officer, GreenSquareAccord (13 July)
    • Jessica Marshall, Environmental Impact Coordinator, Orbit Group (13 July)
    • Connie Garrett, Aftercare and Quality Manager, Sovereign (13 July)
    • Jordan Llewellyn-Jacques, Assistant Neighbourhood Officer, Rooftop Housing (13 July)
    • Natalie Makin, Energy Services Team Leader, Stockport Homes (13 July)
    • Rachael Crooks, Community Connector, Beyond Housing (13 July)
    • Laura Weston, Communications and Marketing Officer, Honeycomb Group (13 July)
    • Kath Menzies, Housing Services Officer, Link Housing (13 July)
    • Doug Sarney, MRI (14 July)
    • John Buckland, MRI (15 July)
    • Jonathan Hulley, Birketts (15 July)
    • Barry Malki, Director of Communities, Socialsquared (13 July)
    • Chris Walker, Behavioural Science Lead, Voicescape (13 July)
    • Tina Mistry, Aico, and Mandeep Bhogil, special projects lead, Home Group (13 July)
    • Vicky Lynch, Strategic Sector & Partnerships Lead, PayPoint (13 July)
    • Haris Khan, Director of Commercial and UK Strategy, Plentific (14 July)
    • Susan Ritchie, Director, Mutual Gain (13 July).

    If you’re joining us let us know using #HQNAC on Twitter. 

    If you are interested in attending a single day, please contact us at hqn@hqnetwork.co.uk

    find out more

    Meet At

    Further information

    Delegate fees:

    Members of the Housing Quality Network: FREE*
    Price per delegate: £250.00*

    Book now

    *Free places are available to members of the Housing Quality Network. To find out your entitlement please get in touch via email: hqn@hqnetwork.co.uk

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

    Programme:    

    Click here to download the programme

    Sponsored by:

    aico

    Birketts

    Fuzzlab

     Gridizen

    Homera 

    metroSTOR

    mobysoft

    mri

    Paypoit

    Plentific

     

    Cancellations and substitutions:

    If you are unable to attend an event or public training course, please let us know in writing (email is fine) at least 48 hours before. Please email events@hqnetwork.co.uk

    Otherwise, a cancellation fee of £60 plus VAT will be chargeable.

    If you are using a package place to attend and do not inform us within the agreed time frame, then a place will be taken to cover your non-attendance.

    Cancellations must be made in writing, and will be acknowledged by HQN Limited.

    The Housing Quality Network

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start14 Jul 2021 09:30
    • End14 Jul 2021 16:00

    Repairs diagnostic questioning – a masterclass for non-technical housing officers

    Details

    Repairs diagnostic questioning – a masterclass for non-technical housing officers

    An essential course for all front line repairs handlers and organisations striving for excellence in repairs reporting. This session will consider the effective handling of repair requests across the top 50+ most recognised and commonly reported housing repairs.

    The course has been specifically designed to develop and enhance skills as well as technical knowledge. Staff will get to know the right questions to ask and what to note down when ordering or chasing repairs. It's key to getting repairs 'right first time'.

    Delegates will learn about: 

    • The important role front line officers play in the repairs process
    • The ‘right first time’ culture and what’s involved
    • Effective questioning and diagnosis of the 50 most commonly reported repairs across the various trades
    • Building terminology
    • How to give timely and effective advice in order to protect the interests of the landlord eg emergencies, recharges, discretionary repairs
    • The importance of information and accurate record keeping.

    Scenarios will be based around frequently occurring repairs such as… ‘I have no hot or cold water, my boiler’s not working, my toilet will not flush… keeps running, my shower won’t work, my basin is blocked, I’ve got a leak, my bedroom’s full of damp, I’ve got mould on my walls, I’ve got no electric, my lights have gone off, my fan is faulty, my door’s jammed, my glass is damaged… my fence is down again…'

    Who should attend?

    Refresher/Basic   Intermediate

    A must for all staff from a non-technical background involved in housing repair requests:

    • Customer contact centre staff
    • Housing officers
    • Clerical/administrative staff
    • Performance and quality officers
    • Estate and neighbourhood staff
    • Support and sheltered housing staff
    • Tenant liaison officers
    • Contractor/DLO planners and admin staff.

    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.

    Summer sale

    Get £50 off per delegate by entering #SUMMER50 when booking.

    find out more

    Meet At

    Further information

    Fees
    Price per delegate

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

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

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

                                        

    Key to who should attend:

    Basic/refresher
    Refresher/Basic

    Intermediate
    Intermediate

    Advanced
    Advanced

    All
    Suitable for staff of all levels

                                        

    This course will be particularly relevant to members of:

    Housing Management Network
    The Housing Management Network

                                        

    Cancellations
    Cancellations and substitutions:

    If you are unable to attend an event or public training course, please let us know in writing (email is fine) at least 48 hours before. Please email events@hqnetwork.co.uk

    Otherwise, a cancellation fee of £60 plus VAT will be chargeable.

    If you are using a package place to attend and do not inform us within the agreed time frame, then a place will be taken to cover your non-attendance.

    Cancellations must be made in writing, and will be acknowledged by HQN Limited.

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