1. Introduction to leases and recovery of service charges

    Details

    Introduction to leases and recovery of service charges

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

    This course will cover: 

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

    What will you learn? 

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

    Who should attend? 

    All staff who are involved in dealing with leasehold schemes, policy and procedure and recovering service charges, including housing officers, housing managers, leasehold managers, heads of housing, and property services. 

    Our trainer

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

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

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

    What previous delegates have said: 

    • "Very informative, I cam away with a lot of pointers for my own business" – Johnnie Johnson Housing Association 
    • "Very good and clear presentation, taking time to answer all questions and finish on time" – Brentwood Borough Council
    • "Very interesting and informative, I definitely feel more confident in understanding leases and obligations more" – Places for People 
    • "Fantastic trainer, fantastic knowledge and exceptionally receptive and welcoming to questions. Trainer has a wealth of knowledge and explained concepts/materials clearly and clarifying understanding. Really great course and exceptional trainer" – A2Dominion Group  
    find out more

    Meet At

    Further information

    Price per delegate:
    1 delegate: £250.00
    2 delegates: £225.00
    3+: £200.00

    *Prices include refreshments and lunch, and are subject to VAT at the applicable rate.

    Venue map and directions: 

    Click here to download directions to the venue

    Cancellations and substitutions:

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

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

  2. Preventing housing disrepair claims

    Details

    Preventing housing disrepair claims

    Do you want to increase customer satisfaction and reduce disrepair claims? 

    This course will de-mystify the legal haze of statutory obligations placed on landlords to repair properties, and the consequences of ignoring them. It will also examine the implications that tenancy agreements and handbooks have for disrepair claims and the difference between an ‘improvement’ and ‘disrepair’, which can often be crucial in disrepair claims. 

    This course will cover: 

    • The Landlord and Tenant Act section 11 
    • The impact of tenancy terms 
    • Disrepair vs improvements 
    • The risk of ignoring complaints 
    • Disrepair pre-action protocol 
    • Relevant case law 
    • Overview of other statutory obligations. 

    You will learn: 

    • The landlord’s legal responsibilities 
    • How tenancy contracts enhance repair obligations 
    • Minimising the risk of a claim 
    • Potential defences 
    • Case management 
    • Notification of a repair. 

    Who should attend? 

    All staff who are involved in dealing with asset management or who manage those that are, including heads of service, asset managers, tenancy management officers, repairs managers, repairs officers, and team leaders. 

    Our trainer

    Mel Cant trained as a barrister and specialises in social housing law. After ten years in the legal profession, she spent a further ten working within local government, predominantly in the areas of homelessness, housing advice and allocations and lettings, as both a practitioner and consultant. She has been the Homelessness Review Officer for City of York Council for nearly ten years and undertakes the s202 reviews for all but one of the other North Yorkshire authorities.

    What previous delegates have said: 

    • "The less formal way of dealing with this course was especially useful. Everyone's questions got answered" – North West Leicestershire District Council
    • "Really engaging and allowed discussion of peoples examples" – Paradigm Housing Group
    • "A very good course, very knowledgeable, presented with excellent delivery and clear and concise information" – Islington London Borough
    find out more

    Meet At

    Further information

    Price per delegate:
    1 delegate: £250.00
    2 delegates: £225.00
    3+: £200.00

    *Prices include refreshments and lunch, and are subject to VAT at the applicable rate.

    Venue map and directions: 

    Click here to download directions to the venue  

    Cancellations and substitutions:

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

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

  3. Effective meetings – chairing and minute taking

    Details

    Effective meetings – chairing and minute taking

    Meetings are a vital part of everyday business. Successful meetings provide an essential forum for planning, debate, sharing information and decision-making. A carefully prepared, well managed and well recorded meeting can save valuable time and enable a business to meet its objectives. The chair and minute-taker play key roles in this. 

    This bespoke workshop covers the essentials of chairing a meeting effectively and efficiently, building rapport with attendees and teaching you how to take concise, accurate minutes. The materials will be tailored the client’s standard templates.  It provides guidance as well as an opportunity to practice skills.

    It will help you to:

    • Prepare for your role as Chair and minute taker
    • Take accurate notes of key points and actions
    • Practice skills to record information based on your organisation’s templates
    • Explain your organisation’s requirements for record keeping to comply with scrutiny and audit.

    Who should attend?

    An essential workshop for everyone responsible for chairing a meeting in the workplace or taking minutes at meetings. Ideal as a refresher or for new staff.

    Our trainer

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

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

    This course will also be running in London.

    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 *

    *Prices include refreshments and lunch, and are subject to VAT at the applicable rate.

    Venue map and directions:

    Download directions to the venue

    Cancellations and substitutions:

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

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

  4. Introduction to social housing

    Details

    Introduction to social housing

    This course aims to give housing staff, board members and involved residents a working knowledge of the context in which they operate and how we have arrived there. It will give delegates insight into the development of social housing as a sector and profession, and highlight current key operational concerns and external influences on service delivery.

    Key elements of the training include:

    • Locating social housing: understanding tenure in the UK
    • Who provides social housing? Who is it for?
    • Changing demographics and new challenges for the sector
    • What is social housing and how did it develop? The Victorian philanthropists and early state intervention
    • From the welfare state to a business focus: the reconfiguration of tenants as customers
    • Housing management under the spotlight: delivering core services in context – key functions, key concerns
    • Understanding service delivery: generic versus specialist working arrangements
    • Social housing: professional concerns
    • Who funds social housing and how are we accountable?

    Who should attend?

    All staff, board members and resident representatives new to the housing sector or wishing to update their knowledge in the rapidly changing housing world.

    Our trainer

    Michael Guest has extensive experience as a consultant and trainer in the housing sector. This extends across working with board members, staff and involved residents in many types of housing organisation. His own experience involves most roles in housing.

    After Michael gained an MSc with Merit in June 2017 in Leadership and Management, he was awarded a Postgraduate Certificate in Housing Studies with Merit in June 2018. He is well known for his approachable and participative style of training, ensuring that learning is retained and can be applied in practice.

    This course will also be running in Birmingham and London.

    find out more

    Meet At

    Further information

    Price per delegate:
    1 delegate: £250.00
    2 delegates: £225.00
    3+: £200.00

    *Prices include refreshments and lunch, and are subject to VAT at the applicable rate.

    Venue map and directions

    click here for directions

    Cancellations and substitutions:

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

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

  5. Unlocking construction – basic techniques for non-technical staff

    Details

    Unlocking construction

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

    What will delegates learn? 

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

    This course will cover: 

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

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

    Specific to each trade, delegates will be able to: 

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

    Who should attend? 

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

    Our trainer

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

    What previous delegates have said: 

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

    This course will also be running in Birmingham, London and Cardiff.

    find out more

    Meet At

    Further information

    Price per delegate:
    1 delegate: £250.00
    2 delegates: £225.00
    3+: £200.00

    *Prices include refreshments and lunch, and are subject to VAT at the applicable rate.

    Venue map and directions: 

    Click here to download directions to the venue

    Cancellations and substitutions:

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

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

  6. 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?

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

    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 in London and Bristol.

    SOLD OUT. To join our waiting list email events@hqnetwork.co.uk 

    find out more

    Meet At

    Further information

    Price per delegate
    1 delegate: £250.00 *
    2 delegates: £225.00 *
    3+: £200.00 *

    *Prices include refreshments and lunch, and are subject to VAT at the applicable rate.

    Map and directions:

    Download directions to the venue

    Cancellations and substitutions:

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

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

  7. Right to Buy and Right to Acquire

    Details

    Right to Buy and Right to Acquire

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

    This course will cover: 

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

    What you will learn? 

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

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

    Who should attend? 

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

    Our trainer

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

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

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

    What previous delegates have said: 

    • "The course was very enjoyable and informative" – Manchester City Council
    • "Excellent!" – Manchester City Council
    • "Very informative course - learnt some new info" – Broadacres Housing Association
    • "Really enjoyed training. Very helpful" – Great Places 

    SOLD OUT. To join our waiting list email events@hqnetwork.co.uk

    find out more

    Meet At

    Further information

    Price per delegate
    1 delegate: £250.00 *
    2 delegates: £225.00 *
    3+: £200.00 *

    *Prices include refreshments and lunch, and are subject to VAT at the applicable rate.

    Venue map and directions:

    click here for directions

    Cancellations and substitutions:

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

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

    • Event TypeHQN Training
    • VenueLondon
    • Start05 Mar 2019 10:00
    • End05 Mar 2019 16:00

    Fire safety for managers working in social housing – 1 day course

    Details

    Fire safety for managers

    This full day course is specifically for managers working in the social housing sector.

    It includes:

    • Employers’ responsibilities and an overview of Legislation – RRFSO
    • The history of fires, how fires occur and some typical housing related examples
    • Identifying fire related hazards and assessing the risks
    • Typical fire safety measures and what you need to know
    • Creating a fire safety culture and ensuring you and your team understand their responsibilities.

    This is essential training for all managers responsible for front line operations.

    Our trainer

    Bob Evans has over 30 years’ experience in the Fire Service and almost 20 years as a fire safety consultant.

    The Institute of Fire Safety Managers (IFSM) has accredited this course.

    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 *

    *Prices include refreshments and lunch, and are subject to VAT at the applicable rate.

    Cancellations and substitutions:

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

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

  8. Now, that’s what I call income management!… Income management masterclass 2019

    Details

    Now, that's what I call income management

    A quality mix 

    For decades, the Now Music compilations have kept pop fans up-to-date with the latest hits. It’s time to do the same for income management – the latest proven, practical ideas, examples and great tools. 

    Topping the charts 

    The three key questions that keep coming up… 

    • What are the features of a top-quality income service? 
    • Who is performing well through the migration to Universal Credit? 
    • How are they achieving this? 

    Now 2019 answers these questions with a wealth of practical ideas and resources. 

    All the latest hits 

    • Ten features of a highly effective income management service 
    • Ten actions you MUST take for a successful migration to UC 
    • Planning for success – modelling the impact of welfare reform and using demand analyses to optimise services and resources 
    • Maximising collection, minimising risk and sustaining tenancies through proactive arrears prevention and recovery 
    • Measuring effectiveness, managing performance and delivering value for money. 

    Who should attend? 

    Everyone involved in income management, arrears recovery and tenancy sustainment at strategic and operational levels. 

    As we’re looking at the whole tenancy lifecycle, staff in allocations and lettings, supported housing and neighbourhood or generic housing roles. 

    We particularly welcome residents involved in scrutiny and service improvement. 

    Designed and led by RIEN Lead, Tony Newman, these masterclasses mix expert training and consultancy in a conference setting. 

    This course will also be running in London.

    SOLD OUT. To join our waiting list email events@hqnetwork.co.uk

    find out more

    Meet At

    Further information

    Price per delegate
    1 delegate: £250.00 *
    2 delegates: £225.00 *
    3+: £200.00 *

    *Prices include refreshments and lunch, and are subject to VAT at the applicable rate.

    Venue map and directions: 

    Click here to download directions to the venue  

    Cancellations and substitutions:

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

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

    • Event TypeHQN Training
    • VenueManchester
    • Start06 Mar 2019 10:00
    • End06 Mar 2019 16:00

    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 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 in London and Birmingham.

    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 *

    *Prices include refreshments and lunch, and are subject to VAT at the applicable rate.

    Cancellations and substitutions:

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

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

  9. 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?

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

    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 in London and Birmingham.

    find out more

    Meet At

    Further information

    Price per delegate:
    1 delegate: £250.00
    2 delegates: £225.00
    3+: £200.00

    *Prices include refreshments and lunch, and are subject to VAT at the applicable rate.

    Map and directions:

    Download directions to the venue

    Cancellations and substitutions:

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

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

  10. 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 ?ndings 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

    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 in Manchester.

    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 *

    *Prices include refreshments and lunch, and are subject to VAT at the applicable rate.

    Map and directions:

    Click here for directions

    Cancellations and substitutions:

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

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

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

    Details

    Dealing with mental health issues

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

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

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

    What the course will cover:

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

    Who should attend?

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

    Our trainer

    Danny McGowan BSC, MSC has been involved in supporting people with substance misuse, mental health and other complex needs for over 20 years. He has developed experience in many specialist areas, such as working with hoarders and those with a dual diagnosis and has delivered training in techniques such as motivational interviewing and CBT. He has been delivering training for the housing sector for over a decade and has many years’ experience of developing client/customer involvement and peer mentoring schemes.

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

    This course will also be running in Manchester.

    SOLD OUT. To join our waiting list email events@hqnetwork.co.uk

    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 *

    *Prices include refreshments and lunch, and are subject to VAT at the applicable rate.

    Venue map and directions:

    Download directions to the venue here

    Cancellations and substitutions:

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

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

    • Event TypeHQN Training
    • VenueBirmingham
    • Start13 Mar 2019 10:00
    • End13 Mar 2019 16:00

    Setting service charges and maximising income – a practical workshop

    Details

    Setting service charges and maximising income

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

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

    You will understand:

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

    Who should attend?

    Housing Directors and Managers, Finance Managers, Service Charge Managers, Home Ownership Managers, Asset Managers, officers dealing with RTB, RTA and new developments, housing and repairs officers.

    Our trainer

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

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

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

    What previous delegates have said: 

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

    This course will also be running in London.

    find out more

    Meet At

    Further information

    Price per delegate
    1 delegate: £250.00 *
    2 delegates: £225.00 *
    3+: £200.00 *

    *Prices include refreshments and lunch, and are subject to VAT at the applicable rate.

    Cancellations and substitutions:

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

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

    • Event TypeHQN Training
    • VenueLondon
    • Start14 Mar 2019 10:00
    • End14 Mar 2019 16:00

    Excellence in procurement and contract management

    Details

    Excellence in procurement and contract management

    Achieve excellence through your contracts and achieve value for money. 

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

    Intermediate level course: 

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

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

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

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

    Who should attend? 

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

    Our trainer

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

    This course will also be running in Birmingham.

    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 *

    *Prices include refreshments and lunch, and are subject to VAT at the applicable rate.

    Cancellations and substitutions:

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

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

    • Event TypeHQN Training
    • VenueLondon
    • Start19 Mar 2019 10:00
    • End19 Mar 2019 16:00

    Managing conflict, confrontation and challenging behaviour

    Details

    Managing conflict, confrontation and challenging behaviour

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

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

    By attending this course, you will:

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

    Course outline

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

    Who should attend?

    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.

    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 *

    *Prices include refreshments and lunch, and are subject to VAT at the applicable rate.

    Cancellations and substitutions:

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

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

    • Event TypeHQN Training
    • VenueLondon
    • Start19 Mar 2019 10:00
    • End19 Mar 2019 16:00

    Shared ownership

    Details

    Shared ownership

    There are more than 200,000 shared ownership properties in the UK. 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 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

    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

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

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

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

    This course will also be running in Manchester.

    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 *

    *Prices include refreshments and lunch, and are subject to VAT at the applicable rate.

    Cancellations and substitutions:

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

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

    • Event TypeHQN Training
    • VenueLondon
    • Start20 Mar 2019 09:00
    • End20 Mar 2019 16:00

    Asbestos training

    Details

    Asbestos training

    Specifically designed for the social housing sector incorporating asbestos awareness with duty to manage.

    The one day course provides delegates with an understanding of asbestos awareness and the legislative requirements of asbestos management. 

    This one day training session has been tailored to combine the asbestos awareness course but also acknowledge the differences that surround asbestos management within the social housing sector and what has to be done to comply with Regulation 4 of the Control of Asbestos Regulations (CAR) 2012 as well as other legislation that exists once we enter individual dwellings. 

    On successful completion, delegates should: 

    • Be familiar with types, uses, risks and likely occurrences of asbestos in buildings 
    • Be familiar with the requirements as set out in CAR 2012 with regard to responsibilities 
    • Understand the requirements for asbestos surveys and different types of surveys 
    • Be familiar with the results of an asbestos survey, how to decipher the information contained within the asbestos survey report 
    • Understand the need for (and how to create) an asbestos management plan and its use 
    • Understand the difference between licensed and non-licensed work with asbestos 
    • Understand the types and uses of air monitoring and the role of the analytical companies. 

    Who should attend? 

    This course is for everyone with ‘duty to manage’ responsibilities for asbestos and responsibility for protecting the people who work in such premises. Whether you’re an asset director, manager or team leader, planned and responsive maintenance manager, voids manager, health and safety officer or adviser, surveyor, or you work in aids and adaptations, this is an essential training course for you. 

    Our trainer

    Matt Dawes has been involved with asbestos compliance for the past 15 years. He holds various proficiency modules relating to asbestos and is a Certified competent person for asbestos.

    In addition to his involvement with asbestos consultancy, Matt operated as asset systems surveyor for a Social Housing Provider 2006-2009 where one of the core responsibilities was asbestos management.

    What previous delegates have said: 

    • "Very good presentation" - B3 Living Limited
    • "The trainer Matt was very good and made it very interesting" - B3 Living Limited
    • "Best course I have been on. Trainer was really good, fun and very informative" - Dacorum Borough Council  
    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 *

    *Prices include refreshments and lunch, and are subject to VAT at the applicable rate.

    Cancellations and substitutions:

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

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

    • Event TypeHQN Training
    • VenueBirmingham
    • Start20 Mar 2019 10:00
    • End20 Mar 2019 16:00

    Possession proceedings in the County Court

    Details

    Possession proceedings in the County Court

    Possession proceedings are a serious matter, undertaken by landlords as a last resort. This course is designed for staff taking possession action and will cover notices for possession, grounds for possession, the court powers on considering possession action, warrants of possession and dealing with applications to suspend a warrant. 

    This course will cover: 

    • The relevant legal framework 
    • Main grounds for possession 
    • Possession proceedings against tenants 
    • Correct notices 
    • Civil procedure rules 
    • Human Rights and Equality Act considerations 
    • Court paperwork. 

    What will delegates learn? 

    • Evidence gathering 
    • Recent case law 
    • Service of notices 
    • Court powers 
    • The principles the Court will consider in cases of mandatory possession 
    • Eviction 
    • How to deal with applications to suspend warrant of possession. 

    Who should attend? 

    New staff who are involved in taking possession action against tenants and those wanting a refresher. 

    Our trainer

    Mel Cant became a Barrister in July 2000 and both prior to and since that time has worked within the housing sector to improve services to the public and providers by providing leadership, practical advice, training, support and guidance in the public, private and voluntary sectors. Mel’s “can do” attitude along with her passion for ensuring equality and fairness for all through outstanding customer service and providing practical solutions has made her a “go to” person within social housing.

    What previous delegates have said: 

    • "Trainer was very knowledgeable" – Fortis Living
    • "Great course - highly recommend" – Housing and Care 21
    • "Really enjoyed the day – very interesting and have learnt a lot" – Housing and Care 21

    This course will also be running in London.

    SOLD OUT. To join our waiting list email events@hqnetwork.co.uk

    find out more

    Meet At

    Further information

    Price per delegate:
    1 delegate: £250.00
    2 delegates: £225.00
    3+: £200.00

    *Prices include refreshments and lunch, and are subject to VAT at the applicable rate. 

    Cancellations and substitutions:

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

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

    • Event TypeHQN Training
    • VenueManchester
    • Start21 Mar 2019 10:00
    • End21 Mar 2019 16:00

    Shared ownership

    Details

    Shared ownership

    There are more than 200,000 shared ownership properties in the UK. 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 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

    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

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

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

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

    This course will also be running in London.

    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 *

    *Prices include refreshments and lunch, and are subject to VAT at the applicable rate.

    Cancellations and substitutions:

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

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

    • Event TypeHQN Training
    • VenueBirmingham
    • Start21 Mar 2019 10:00
    • End21 Mar 2019 16:00

    Unlocking construction – basic techniques for non-technical staff

    Details

    Unlocking construction

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

    What will delegates learn? 

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

    This course will cover: 

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

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

    Specific to each trade, delegates will be able to: 

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

    Who should attend? 

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

    Our trainer

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

    What previous delegates have said: 

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

    This course will also be running in Manchester, London and Cardiff.

    find out more

    Meet At

    Further information

    Price per delegate:
    1 delegate: £250.00
    2 delegates: £225.00
    3+: £200.00

    *Prices include refreshments and lunch, and are subject to VAT at the applicable rate.

    Cancellations and substitutions:

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

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

    • Event TypeHQN Training
    • VenueLondon
    • Start26 Mar 2019 10:00
    • End26 Mar 2019 16:00

    Customer journey mapping

    Details

    Customer journey mapping

    Ever wondered what it’s like to be one of your customers or residents? Ever test-driven your service or asked one of your customers in detail how it was for them?

    Listening to residents’ views and acting on them is exactly what the Green Paper is looking for. How can you possibly know what your residents want, their priorities and how they feel when things don’t go as smoothly as they should do for them? All you need to do is to ask the right questions.

    Journey mapping is the only way to truly understand the “customer experience”. It doesn’t have to be complicated, you don’t need to spend vast sums of money, you can make it part of your continuous improvement and insight-gathering processes. It's simple and easy once you know the basics.

    Mapping isn’t just about your customers’ or residents’ experience. This tool can be used for all cross-cutting or inter-departmental services. You can use mapping for making decisions relating to people, infrastructure and budgets. It can also be used for developing new services so you ‘design out’ those annoying issues and get the service right even before it’s started.

    If you want to plan an efficient and effective service, or you want to produce customer outcome-focused performance indicators and standards; if you have persistent and recurring complaints about a particular service, or if you need to target spending to the right places, then this tool will be invaluable to you.

    This very practical course will cover:

    • What is customer journey mapping? Understand when and why to map, and how it fits with business process modelling
    • Challenging “we’ve always done it this way”
    • Walking in your customers’ shoes: identify customer insight, understand how to structure the maps and identify touch points
    • Meeting needs: identify the needs, expectations and behaviours at each touch point
    • Mapping a sample journey: experience journey mapping for yourself
    • Planning a mapping project in your organisation: create a plan for conducting a mapping exercise in a service area of your choice
    • Deciding and acting – sharing your findings, prioritising, evaluating results and driving change using the top-down and bottom-up change agenda.

    All participants will leave with a Customer Journey Mapping (CJM) tool kit and an action plan to get them started on their service improvement project

    Who should attend?

    All team leaders, managers, staff and volunteers who will be conducting customer journey mapping, or who need to understand the process.

    Our trainer

    Patricia has worked in housing for the past three decades, focussing on maximising access to quality services for people with a range of housing, social and support needs. She specialises in advising and supporting providers to develop and remodel services using modelling, customer journey and excellence practices. Her experience and expertise include:

    • Working with providers to understand their customers’ experience of using their services, to remodel and optimise quality
    • Developing quality assurance frameworks for several organisations, including the Centre for Housing & Support and Estuary Housing
    • Developing and delivering training for staff across the UK and the Middle East across a range of business processes, including business process modelling, customer excellence, customer journey optimisation, resource management, negotiation skills and problem solving and decision making.

    This course will also be running in Manchester.

    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 *

    *Prices include refreshments and lunch, and are subject to VAT at the applicable rate.

    Cancellations and substitutions:

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

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

  12. The complete works of Universal Credit

    Details

    The complete works of Universal Credit

    This practical course provides crucial insight into the strengths and weaknesses of Universal Credit. Everything you need to know to provide direction to staff and tenants and base key decisions on. 

    Like Shakespeare’s plays: 

    • Universal Credit makes us think about major problems that seem to be common to people at different times. We’ll explain the many pitfalls of Universal Credit so you and your tenants avoid them 
    • Many have wished the language were easier to understand so things don’t get lost in translation. We’ll help you understand the language and what it means to be a ‘claimant’ 
    • The course is exciting with games, real-life case studies and practice sessions. It’ll keep your attention at all times. 

    Course modules: 

    • “To APA, or not to APA: that is the question” – considering options 
    • “O housing costs, housing costs, where for art thou housing costs” – ensuring you get housing costs from the beginning of the claim, and backdating 
    • “Now is the migration of our discontent” – looking at how migration will be managed 
    • “Is this a sanction I see before me” – how much, what the tenant can do and the impact on managed payments 
    • “The course of claim management never did run smooth” – what can go wrong during a claim, how to identify problems and how they can be resolved 
    • “If conditionality be the rule of benefit, sign on” – looking at the different groups and understanding what claimants have to do in return for UC 
    • “Shall I compare thee to a legacy benefit” – the similarities and differences between the old and new benefit systems 
    • “Be not afraid of overpayments” – what can be challenged and how. 

    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.

    What previous delegates have said: 

    • "Very clear" – Phoenix Community Housing
    • "Very impressed with knowledge" – Ipswich Borough Council
    • "Leant a lot" – Croydon Churches Housing Association
    • "Very interesting and informative course" – Ability Housing Association 

    This course will also be running in BirminghamLondon and Bristol.

    SOLD OUT. To join our waiting list email events@hqnetwork.co.uk

    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 *

    *Prices include refreshments and lunch, and are subject to VAT at the applicable rate.

    Venue maps and directions: 

    Click here to download directions to the venue

    Cancellations and substitutions:

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

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

    • Event TypeHQN Training
    • VenueLondon
    • Start28 Mar 2019 10:00
    • End28 Mar 2019 16:00

    Communication skills masterclass

    Details

    Communication skills masterclass

    How good are your communication skills?

    Want to learn some new techniques?

    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 will benefit from this course?

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

    This course will also be running in Manchester.

    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 *

    *Prices include refreshments and lunch, and are subject to VAT at the applicable rate.

    Cancellations and substitutions:

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

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

    • Event TypeHQN Training
    • VenueManchester
    • Start28 Mar 2019 10:00
    • End28 Mar 2019 16:00

    Safeguarding adults at risk

    Details

    Safeguarding adults at risk

    Safeguarding adults is everyone’s business and the housing industry has a key role to play. Staff must be alert to the signs of abuse and aware of their responsibilities.

    This course will cover all aspects of The Care Act 2014 and raise awareness of adults at risk, the systems to safeguard them, and the roles and responsibilities of housing staff and partner agencies.

    Course content

    • What is adult safeguarding?
    • What makes an adult at risk?
    • The Care Act 2014
    • Recognising the signs and indicators of abuse
    • The legal framework and guidance
    • Partnership working in protecting adults at risk
    • Your responsibilities if you have concerns
    • How to report concerns
    • The process following referral.

    Learning will be supported by case scenarios, small group working and discussion.

    Who should attend?

    All frontline housing staff and their line managers, sheltered/extra care sheltered housing staff, estate managers/officers, anti-social behaviour teams, resident and mobile wardens, and staff dealing with homelessness and vulnerable adult clients.

    Our trainer

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

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

    This course will also be running in London.

    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 *

    *Prices include refreshments and lunch, and are subject to VAT at the applicable rate.

    Cancellations and substitutions:

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

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

    • Event TypeHQN Training
    • VenueLondon
    • Start02 Apr 2019 09:00
    • End02 Apr 2019 16:30

    Certified personal safety awareness, physical breakaway and conflict management training

    Details

     Certified personal safety awareness

    Unsure of what you can do, or how to do it? This introductory course into conflict management, and breakaway techniques training, will allay fears about breaking the law, and explain what the law says. Delegates will have the opportunity to explore real life situations and gain confidence.

    By the end of the day, delegates will know how to:

    • Communicate to solve problems and reduce the potential for conflict
    • Identify the factors that influence human responses in conflict situations
    • Assess and reduce risks in conflict situations
    • Communicate effectively and de-escalate conflict in emotive situations
    • Use physical breakaway techniques
    • Use good practice after conflict situations.

    What the course will cover:

    Module one

    • Triggers of conflict
    • Warning and danger signs
    • Attitudes and behaviour cycle
    • Legislation in the use of force
    • Chemical cocktail
    • Component parts of communication
    • Non-verbal communication
    • Communication models
    • Facial expression
    • Spatial awareness
    • Stress – cause and effect.

    Module two

    • Physical breakaway techniques.

    Who should attend?

    Everyone for whom personal safety and the potential use of physical breakaway techniques is an issue, including all lone workers, housing officers, maintenance teams, visiting officers, all frontline teams, site based estate management staff, together with team leaders and managers with staff responsibility.

    Our trainer

    Chris Anderson is a highly experienced trainer with over 20 years’ policing experience, and an accredited expert in use of force issues. He specialises in personal safety awareness and is currently used to provide independent opinion by the Crown Prosecution Service, defence solicitors, coroners and Crown Court on the actions of police officers and members of the public. Chris is a member of the Institute for Conflict Management and licensed to provide personal safety awareness training.

    This course will also be running in Manchester.

    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 *

    *Prices include refreshments and lunch, and are subject to VAT at the applicable rate.

    Cancellations and substitutions:

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

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

    • Event TypeHQN Training
    • VenueManchester
    • Start02 Apr 2019 10:00
    • End02 Apr 2019 16:00

    Electrical safety workshop – electrical safety in social housing (England)

    Details

    Electrical safety workshop

    A one-day practical workshop which focuses on electrical safety in the social housing sector.

    It will look predominantly at the practical measures and controls that you can adopt to ensure the safety of the electrical installations in your properties, including:

    • Things to consider when developing your electrical testing programme for commercial, HMOs, offices and domestic premises – the frequencies of testing and how this can be tailored to your own company requirements
    • How to ‘de-code’ your electrical certificates (EICRs) – whether these are provided by in-house staff or external contractors, our workshop will help you to understand what to look for and how to identify anomalies and common ‘pit falls’ in certification
    • ‘Satisfactory or unsatisfactory’ … an overview of industry guidance to understand your coding classifications (categories) on certification and what action you should be taking as well as looking at what this means for your future programme
    • Understanding the roles and competencies of the responsible persons, such as supervisors and managers, what your organisation needs from them and the importance of auditing paperwork and people.

    Who should attend?

    Those involved in planning the electrical programme, including:

    • Asset management
    • Compliance
    • Health and safety.

    Our trainer

    Spencer Henry, MICWCI EngTech TMIET

    With over 15 years ‘hands-on’ experience as an electrical engineer Spencer has exceptional technical ability and expert knowledge working across a broad range of systems and facility types as well as a vast knowledge of wiring requirements, testing equipment, circuits, meters, power distribution, inspection and testing and electrical design.

    Spencer has recently been working with social landlords and the private rented sector and has a detailed understanding of how organisations can implement fixed electrical programmes to meet requirements and ensure the safety of the properties and the tenants who reside in them. He is a corporate member of the Institute for Clerks of Works and Construction Inspectorate, representing them as a UK expert upon the Joint IET/BSI Technical Committee JPEL/64 and JPEL/64 Panel/subcommittee A, for BS7671 Requirements for Electrical Installations.

    This course will also be running in London.

    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 *

    *Prices include refreshments and lunch, and are subject to VAT at the applicable rate.

    Cancellations and substitutions:

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

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

    • Event TypeHQN Training
    • VenueBirmingham
    • Start03 Apr 2019 10:00
    • End03 Apr 2019 16:00

    The complete works of Universal Credit

    Details

    The complete works of Universal Credit

    This practical course provides crucial insight into the strengths and weaknesses of Universal Credit. Everything you need to know to provide direction to staff and tenants and base key decisions on. 

    Like Shakespeare’s plays: 

    • Universal Credit makes us think about major problems that seem to be common to people at different times. We’ll explain the many pitfalls of Universal Credit so you and your tenants avoid them 
    • Many have wished the language were easier to understand so things don’t get lost in translation. We’ll help you understand the language and what it means to be a ‘claimant’ 
    • The course is exciting with games, real-life case studies and practice sessions. It’ll keep your attention at all times. 

    Course modules: 

    • “To APA, or not to APA: that is the question” – considering options 
    • “O housing costs, housing costs, where for art thou housing costs” – ensuring you get housing costs from the beginning of the claim, and backdating 
    • “Now is the migration of our discontent” – looking at how migration will be managed 
    • “Is this a sanction I see before me” – how much, what the tenant can do and the impact on managed payments 
    • “The course of claim management never did run smooth” – what can go wrong during a claim, how to identify problems and how they can be resolved 
    • “If conditionality be the rule of benefit, sign on” – looking at the different groups and understanding what claimants have to do in return for UC 
    • “Shall I compare thee to a legacy benefit” – the similarities and differences between the old and new benefit systems 
    • “Be not afraid of overpayments” – what can be challenged and how. 

    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.

    What previous delegates have said: 

    • "Very clear" – Phoenix Community Housing
    • "Very impressed with knowledge" – Ipswich Borough Council
    • "Leant a lot" – Croydon Churches Housing Association
    • "Very interesting and informative course" – Ability Housing Association

    This course will also be running in ManchesterLondon and Bristol.

    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 *

    *Prices include refreshments and lunch, and are subject to VAT at the applicable rate.

    Cancellations and substitutions:

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

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

    • Event TypeHQN Training
    • VenueLondon
    • Start03 Apr 2019 10:00
    • End03 Apr 2019 16:00

    Unlawful subletting – stamp it out

    Details

    Unlawful subletting – stamp it out

    Unlawful subletting is a stealthy problem which can escalate and cause significant problems for landlords. Those unlawfully subletting their social housing home will do all they can to avoid detection. Can you be sure you are doing all you can to identify and tackle unlawful subletting?

    This course highlights the significant changes implemented by the Prevention of Social Housing Fraud Act 2013 and the powers landlords have to tackle unlawful subletting such as prosecution and the ability to claim the unlawful profits made.

    This course will cover:

    • Security of tenure
    • The legal framework
    • Identifying other unlawful occupancy
    • The Prevention of Social Housing Fraud Act provisions
    • Possession methods and procedure
    • The offences caused by unlawful subletting
    • Prevention and detection.

    Please note this course does not cover fraud investigations and prosecutions.

    What you will learn:

    • Tenants’ legal rights
    • ‘Only or principal home’ issues
    • Understanding of unlawful profits orders
    • The effect of unlawful subletting on landlords
    • Data protection implications
    • Joint working
    • How to deal with occupiers.

    Who should attend?

    All staff who are involved in dealing with tenancy management and allocation, including housing officers, housing managers, tenancy management officers, heads of service, and policy officers.

    Our trainer

    Mel Cant became a Barrister in July 2000 and both prior to and since that time has worked within the housing sector to improve services to the public and providers by providing leadership, practical advice, training, support and guidance in the public, private and voluntary sectors. Mel’s “can do” attitude along with her passion for ensuring equality and fairness for all through outstanding customer service and providing practical solutions has made her a “go to” person within social housing.

    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 *

    *Prices include refreshments and lunch, and are subject to VAT at the applicable rate.

    Cancellations and substitutions:

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

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

  13. Managing for the first time – navigating the first six months

    Details

    Managing for the first time

    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 newly-appointed or soon-to-be-appointed team leaders and 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 in Birmingham.

    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 *

    *Prices include refreshments and lunch, and are subject to VAT at the applicable rate.

    Venue map and directions: 

    Click here to download directions to the venue

    Cancellations and substitutions:

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

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

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