Public training

We are running our public training virtually until the end of 2020. Scroll below to view our range of courses or click here to view the full list.

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    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start11 Aug 2020 09:30
    • End11 Aug 2020 15:00

    Motivational interviewing

    Details

    Motivational interviewing

    Motivation is the most important factor in changing behaviour. Some people won’t appear to have any motivation; others will, but not always necessarily for the right things like, for example, paying rent or resolving problems. To empower people – customers and colleagues – to change their lives you need to be able to help develop their motivation.

    Motivational interviewing helps to develop a service user’s internal motivation to change ‘problematic’ behaviour of every kind. It is an effective and easy-to-learn technique, that helps you to develop skills such as open questioning and reflective listening to enable you to draw out motivational statements from the service user, allowing them to realise how important change is, and empower them with the confidence to carry out and then to maintain change. 

    You will learn: 

    • What motivation is and how you can measure it 
    • To understand external motivation: the carrot-and-stick approach 
    • To explore Internal motivation and how it’s developed 
    • To understand the vital role of importance and confidence in internal motivation 
    • To be able to use the decisional balance technique to develop ambivalence, the first step in motivation 
    • To explore the cycle of change model and how to key-work at each stage 
    • To practise open questions, affirmations, reflective listening, and summarising (OARS micro skills) in order to develop talk of change from service users 
    • How to develop the service user’s own motivational statements into a meaningful plan for change. 

    Who should attend? 

    All

    All staff will benefit, since all customer facing staff should know how to help motivate their clients. Whether it’s to pay their rent, or to consider entering treatment for a mental health or substance misuse problem, the development of motivation is vital. 

    Our trainer

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

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

    This course will also be running on 28 October and 9 December 2020.

    find out more

    Meet At

    Further information

    Fees
    Price per delegate

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

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

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

                                        

    Key to who should attend:

    Basic/refresher
    Refresher/Basic

    Intermediate
    Intermediate

    Advanced
    Advanced

    All
    Suitable for staff of all levels

                                        

    Dates
    Alternative dates

    28 October 2020

    9 December 2020

                                        

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

                                        

    Cancellations
    Cancellations and substitutions:

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

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

    Part of summer school 2020

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start11 Aug 2020 10:00
    • End11 Aug 2020 16:00

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

    Details

    S.20 consultation

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

    This one-day course will cover:

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

    Who should attend?

    Intermediate   Advanced

    All officers with responsibility for:

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

    Our trainer

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

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

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

    Last few places remaining

    This course will also be running on 7 October 2020 and 1 December 2020.

    find out more

    Meet At

    Further information

    Fees
    Price per delegate

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

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

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

                                        

    Key to who should attend:

    Basic/refresher
    Refresher/Basic

    Intermediate
    Intermediate

    Advanced
    Advanced

    All
    Suitable for staff of all levels

                                        

    Dates
    Alternative dates

    7 October 2020

    1 December 2020

                                        

    This course will be particularly relevant to members of:

    Leasehold Network
    The Leasehold Network

                                        

    Cancellations
    Cancellations and substitutions:

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

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

    Part of summer school 2020

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start12 Aug 2020 09:30
    • End12 Aug 2020 15:00

    Communication skills masterclass

    Details

    Communication skills masterclass

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

    You will:

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

    Who should attend?

    Refresher/Basic   Intermediate

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

    • Front line staff
    • Middle management
    • Senior management.

    Our trainer

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

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

    find out more

    Meet At

    Further information

    Fees
    Price per delegate

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

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

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

                                        

    Key to who should attend:

    Basic/refresher
    Refresher/Basic

    Intermediate
    Intermediate

    Advanced
    Advanced

    All
    Suitable for staff of all levels

                                        

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

                                        

    Cancellations
    Cancellations and substitutions:

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

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

    Part of summer school 2020

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start12 Aug 2020 10:00
    • End12 Aug 2020 13:00

    Governance in the virtual world (Scotland)

    Details

    Governance in the virtual world

    Achieving the best in governance and board effectiveness was tough enough before coronavirus turned the world upside down. Now it’s got that much more difficult.

    The spotlight  on boards and board members has already intensified beyond recognition over the last few years. The new Regulatory Framework directs the focus onto the requirement for all social landlords to produce Annual Assurance Statements; and introduces a Regulatory Status for each registered social landlord from April 2020. How do Boards achieve effective governance and remain compliant in the new regulatory regime?

    On top of this now we are faced with tearing up business plans, rewriting the stress tests and seeing what we thought were certainties disappear before our eyes. And that’s all without Brexit.

    Good governance has never been more challenging. Whether you are board member needing to know where to focus your attention, or an executive team wondering how best to meet the needs – and expectations – of your board, you need to be on top of your brief.

    And yet… the crisis has brought many changes and some might even be beneficial. Who’d have thought we’d settle so easily into virtual board meetings, presentations, even away events – and who knew how effective they could be, even perhaps more effective than the real thing

    That’s why we’ve designed a new series of virtual workshops for 2020 to help you through the maze of challenges, opportunities, and new ways of working, and to help you avoid the pitfalls and reap the benefits of good governance in our increasingly virtual world.

    These lively, interactive, half-day practical sessions will highlight the key points of good governance and prompt your thinking on how your organisation can deliver the best in governance, as well as making the most of the virtual world.

    Key themes include:

    • What’s the purpose of governance?
    • What should a board do, and what shouldn’t it do?
    • What’s the best governance structure and framework for your organisation?
    • How do you attract and retain high quality board members with the right skills?
    • How to listen to the resident voice in governance – and act on it?
    • What are cutting edge ways of using virtual?
    • What are benefits and risks of the virtual meetings culture?
    • How do you maximise the flexibility of the virtual approach?
    • How can you maximise the effectiveness of the board as a team?
    • Beyond the boardroom – what should happen between meetings?
    • Supporting governance – what’s the role of the company secretary
    • What does the regulator expect, and how well are we responding to the new framework?

    The sessions will be presented by Peter Walters, former housing association chief executive, chair and non-executive director of housing organisations, and an expert on governance and working with boards.

    Who should attend?

    All

    • Chairs and non-executive directors
    • Chief executives
    • Executive teams
    • Governance teams
    • Company secretaries.
    find out more

    Meet At

    Further information

    Fees
    Price per delegate

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

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

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

                                        

    Key to who should attend:

    Basic/refresher
    Refresher/Basic

    Intermediate
    Intermediate

    Advanced
    Advanced

    All
    Suitable for staff of all levels

                                        

    This course will be particularly relevant to members of:

    Housing quality network
    The Housing Quality Network

                                        

    Cancellations
    Cancellations and substitutions:

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

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

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start12 Aug 2020 10:00
    • End12 Aug 2020 16:00

    Managing an agile workforce

    Details

    Managing an agile workforce

    Housing organisations are facing a number of business drivers for implementing more agile ways of working.

    This course will equip team leaders and managers with knowledge and understanding to implement agile working effectively and support their teams as they move to new and different ways of working.

    By attending this programme you will learn…

    • Techniques for managing agile teams
    • How to build trust
    • What good performance management looks like for people you don’t see every day
    • The importance of keeping in touch to maintain motivation
    • How to remain compliant around considerations such as health and safety.

    Who should attend?

    All

    • Team leaders and managers of agile or dispersed teams 
    • Anyone looking to introduce agile working in their workplace.

    Our trainer

    Jane Atherton has held senior HR and OD roles in housing associations for many years. She is a Chartered Fellow of the Chartered Institute of Personnel and Development, an experienced trainer and a qualified coach. She runs her own Organisational Development business and is the facilitator for HQN’s Leadership and Organisational Development hub.

    This course will also be running on 16 September 2020.

    find out more

    Meet At

    Further information

    Fees
    Price per delegate

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

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

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

                                        

    Key to who should attend:

    Basic/refresher
    Refresher/Basic

    Intermediate
    Intermediate

    Advanced
    Advanced

    All
    Suitable for staff of all levels

                                        

    Dates
    Alternative dates

    16 September 2020

                                        

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

                                        

    Cancellations
    Cancellations and substitutions:

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

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

    Part of summer school 2020

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start12 Aug 2020 10:00
    • End12 Aug 2020 13:00

    Now, that’s what I call income management!… Income management masterclass 2020

    Details

    Income management masterclass 2020

    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 2020 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? 

    All

    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 on 12 November and 26 November 2020.

    find out more

    Meet At

    Further information

    Fees
    Price per delegate

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

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

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

                                        

    Key to who should attend:

    Basic/refresher
    Refresher/Basic

    Intermediate
    Intermediate

    Advanced
    Advanced

    All
    Suitable for staff of all levels

                                        

    Dates
    Alternative dates

    12 November 2020

    26 November 2020

                                        

    This course will be particularly relevant to members of:

    Rent Income Excellence Network
    The Rent Income Excellence Network

                                        

    Cancellations
    Cancellations and substitutions:

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

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

    Part of summer school 2020

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start13 Aug 2020 10:00
    • End13 Aug 2020 16:00

    Setting service charges and maximising income – a practical workshop

    Details

    Setting service charges and maximising income – a practical workshop

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

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

    You will understand:

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

    Who should attend?

    Intermediate   Advanced

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

    Our trainer

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

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

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

    What previous delegates have said: 

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

    This course will also be running on 15 October and 3 December 2020.

    find out more

    Meet At

    Further information

    Fees
    Price per delegate

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

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

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

                                        

    Key to who should attend:

    Basic/refresher
    Refresher/Basic

    Intermediate
    Intermediate

    Advanced
    Advanced

    All
    Suitable for staff of all levels

                                        

    Dates
    Alternative dates

    15 October 2020

    3 December 2020

                                        

    This course will be particularly relevant to members of:

    Leasehold Network
    The Leasehold Network

                                        

    Cancellations
    Cancellations and substitutions:

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

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

    Part of summer school 2020

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start18 Aug 2020 10:00
    • End18 Aug 2020 13:00

    A practical workshop on nudge theory

    Details

    A practical workshop on nudge theory

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

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

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

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

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

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

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

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

    Who should attend?

    All

    Anyone with operational responsibilities such as:

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

    Our trainer

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

    Sold out

    This course will also be running on 5 October 2020.

    find out more

    Meet At

    Further information

    Fees
    Price per delegate

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

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

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

                                        

    Key to who should attend:

    Basic/refresher
    Refresher/Basic

    Intermediate
    Intermediate

    Advanced
    Advanced

    All
    Suitable for staff of all levels

                                        

    Dates
    Alternative dates

    5 October 2020

                                        

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

                                        

    Cancellations
    Cancellations and substitutions:

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

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

    Part of summer school 2020

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start25 Aug 2020 10:00
    • End25 Aug 2020 13:00

    Managing for the first time – team leader and managers

    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? 

    All

    • Supervisiors
    • Team leaders
    • New managers
    • Staff on a management pathway.

    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.

    Please note: this workshop will be run over two days and you should attend both sessions. The second session will be on 26 August 2020 from 10am to 1pm.

    find out more

    Meet At

    Further information

    Fees
    Price per delegate

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

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

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

    Please note: this workshop will be run over two days and you should attend both sessions. The second session will be on 26 August 2020 from 10am to 1pm.

                                        

    Key to who should attend:

    Basic/refresher
    Refresher/Basic

    Intermediate
    Intermediate

    Advanced
    Advanced

    All
    Suitable for staff of all levels

                                        

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

                                        

    Cancellations
    Cancellations and substitutions:

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

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

    Part of summer school 2020

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start26 Aug 2020 09:30
    • End26 Aug 2020 15:00

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

    Details

    Dealing with mental health issues

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

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

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

    What the course will cover:

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

    Who should attend?

    All

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

    Our trainer

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

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

    This course will also be running on 13 October and 2 December 2020.

    find out more

    Meet At

    Further information

    Fees
    Price per delegate

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

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

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

                                        

    Key to who should attend:

    Basic/refresher
    Refresher/Basic

    Intermediate
    Intermediate

    Advanced
    Advanced

    All
    Suitable for staff of all levels

                                        

    Dates
    Alternative dates

    13 October 2020

    2 December 2020

                                        

    This course will be particularly relevant to members of:

    Housing Management Network
    The Housing Management Network

    Residents Network 
    The Residents' Network

                                        

    Cancellations
    Cancellations and substitutions:

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

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

    Part of summer school 2020

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start26 Aug 2020 10:00
    • End26 Aug 2020 13:00

    Covid-19: Road to recovery workshop – What next for income management and tenancy sustainment?

    Details

    Covid-19: Road to recovery workshop

    Recent months have placed new demands on everyone’s resolve and initiative. Housing providers have had to move swiftly to adapt to radically new ways of working in an extremely uncertain landscape.

    But crises can also yield opportunities, not least to reflect and refresh what we do and how we do it. This has been happening right across the housing sector.

    Now’s the time to share all the emerging learning and best practice.

    Facilitated by HQN Associate, Tony Newman,  this workshop is a great opportunity for managers to get together, take stock and share learning, ideas and practical tips.

    How has your income management service adapted?  What will the future service look like? 

    We will look at:

    • What have we learnt under lockdown?
    • What worked well? What would we do differently?
    • Where are the emerging challenges? What can we do about them?
    • How do we reshape our services to meet those challenges?
    • How do we strike the performance balance – maximising income and supporting tenants affected by the COVID-19 aftermath?
    • What are the “golden rules” of income management that can help us to navigate through future changes and possible crises?

    Is your service ready for the post-lockdown world?

    Who should attend?

    All

    Our trainer

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

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

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

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

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

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

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

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

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

    find out more

    Meet At

    Further information

    Fees
    Price per delegate

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

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

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

                                        

    Key to who should attend:

    Basic/refresher
    Refresher/Basic

    Intermediate
    Intermediate

    Advanced
    Advanced

    All
    Suitable for staff of all levels

                                        

    This course will be particularly relevant to members of:

    RIEN
    The Rent Income Excellence Network

                                        

    Cancellations
    Cancellations and substitutions:

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

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

    Part of summer school 2020

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start26 Aug 2020 10:00
    • End26 Aug 2020 16:00

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

    Details

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

    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?

    Intermediate   Advanced

    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 on 19 October 2020.

    find out more

    Meet At

    Further information

    Fees
    Price per delegate

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

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

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

                                        

    Key to who should attend:

    Basic/refresher
    Refresher/Basic

    Intermediate
    Intermediate

    Advanced
    Advanced

    All
    Suitable for staff of all levels

                                        

    Dates
    Alternative dates

    19 October 2020

                                        

    This course will be particularly relevant to members of:

    Health and Safety Network
    The Health and Safety Network

                                        

    Cancellations
    Cancellations and substitutions:

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

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

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start27 Aug 2020 10:00
    • End27 Aug 2020 13:00

    A practical, interactive workshop on effective complaints management

    Details

    A practical, interactive workshop on effective complaints management

    Complaints are not only costly in time and resource but can cause significant reputational damage. The higher they escalate, the bigger the impact on resources especially once they reach the Ombudsman or social media.

    The Institute of Customer Services produces the UK Customer Satisfaction Index which highlights that the top 50 organisations were differentiated by high performance in complaint handling and that only excellent complaint handling produces high customer satisfaction.

    This virtual interactive training session covers all aspects of complaints management:

    • The importance of a well managed complaints service
    • Organisational and individual culture towards customers and complaints
      • What is a customer complaint and how to differentiate it from other requests
      • What good practice looks like
      • Maximising early intervention and resolution
      • Complaint stages – from zero to Ombudsman
      • Dispute resolution principles
      • How to undertake an investigation and formulate a response
      • How to avoid the Ombudsman calling (and how to deal with them if they do)
      • Responding to an Ombudsman enquiry
    • Emerging issues – complaints via social media and latest thinking from the Housing Ombudsman.

    We’ll use real case studies to maximise understanding and buy in.

    Who should attend?

    All

    The training is ideal for all staff involved in:

    • Complaints management
    • Housing/repairs managers
    • Team leaders
    • Service development
    • Performance managers
    • Heads of service.

    Our trainer

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

    Sold out

    This course will also be running on 2 November 2020.

    find out more

    Meet At

    Further information

    Fees
    Price per delegate

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

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

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

                                        

    Key to who should attend:

    Basic/refresher
    Refresher/Basic

    Intermediate
    Intermediate

    Advanced
    Advanced

    All
    Suitable for staff of all levels

                                        

    Dates
    Alternative dates

    2 November 2020

                                        

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

                                        

    Cancellations
    Cancellations and substitutions:

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

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

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start01 Sep 2020 09:30
    • End01 Sep 2020 15:00

    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

    • All staff
    • Board members
    • Resident representatives
    • Any position new to the housing sector
    • Anyone 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 on 13 October, 3 November and 15 December 2020.

    find out more

    Meet At

    Further information

    Fees
    Price per delegate

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

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

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

                                        

    Key to who should attend:

    Basic/refresher
    Refresher/Basic

    Intermediate
    Intermediate

    Advanced
    Advanced

    All
    Suitable for staff of all levels

                                        

    Dates
    Alternative dates

    13 October 2020

    3 November 2020

    15 December 2020

                                        

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

                                        

    Cancellations
    Cancellations and substitutions:

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

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

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start02 Sep 2020 09:30
    • End02 Sep 2020 15:00

    Introduction to leases and recovery of service charges

    Details

    Introduction to leases and recovery of service charges

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

    This course will cover: 

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

    What will you learn? 

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

    Who should attend? 

    Refresher/Basic   Intermediate

    All staff who are involved in dealing with

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

    Our trainer

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

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

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

    This course will also be running on 5 November 2020.

    find out more

    Meet At

    Further information

    Fees
    Price per delegate

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

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

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

                                        

    Key to who should attend:

    Basic/refresher
    Refresher/Basic

    Intermediate
    Intermediate

    Advanced
    Advanced

    All
    Suitable for staff of all levels

                                        

    Dates
    Alternative dates

    5 November 2020

                                        

    This course will be particularly relevant to members of:

    Leasehold Network
    The Leasehold Network

                                        

    Cancellations
    Cancellations and substitutions:

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

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

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

    Gone but not forgotten – managing former tenant debt

    Details

    Gone but not forgotten

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

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

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

    What will you learn?

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

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

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

    Who should attend?

    All  

    Everyone involved in

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

    Our trainer

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

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

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

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

    This course will also be running on 21 October and 19 November 2020.

    find out more

    Meet At

    Further information

    Fees
    Price per delegate

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

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

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

                                        

    Key to who should attend:

    Basic/refresher
    Refresher/Basic

    Intermediate
    Intermediate

    Advanced
    Advanced

    All
    Suitable for staff of all levels

                                        

    Dates
    Alternative dates

    21 October 2020

    19 November 2020

                                        

    This course will be particularly relevant to members of:

    Rent Income Excellence Network
    The Rent Income Excellence Network

                                        

    Cancellations
    Cancellations and substitutions:

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

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

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start03 Sep 2020 09:30
    • End03 Sep 2020 15:00

    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

    Refresher/Basic   Intermediate  

    Everyone working in:

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

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

    Our trainer

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

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

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

    This course will also be running on 4 November and 8 December 2020.

    find out more

    Meet At

    Further information

    Fees
    Price per delegate

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

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

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

                                        

    Key to who should attend:

    Basic/refresher
    Refresher/Basic

    Intermediate
    Intermediate

    Advanced
    Advanced

    All
    Suitable for staff of all levels

                                        

    Dates
    Alternative dates

    4 November 2020

    8 December 2020

                                        

    This course will be particularly relevant to members of:

    Leasehold Network
    The Leasehold Network

                                        

    Cancellations
    Cancellations and substitutions:

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

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

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start07 Sep 2020 13:00
    • End07 Sep 2020 16:00

    Building habits – how to break them down and rebuild them

    Details

    Building habits

    Most of our behaviour is founded on habit. Find out how to nurture good habits and eliminate bad ones. The beauty of habits is that they take all the decision out of the process. But they are notoriously difficult to break.

    Most people don’t even think about why they do what they do, never mind how they could do it better, they just carry on doing what they have always done. Anything that requires willpower requires effort. But habit formation takes the effort out of the change. Most people try for a couple of weeks to change a behaviour then give up when the going gets hard.

    The science of habit formation has developed hugely in the last few years. Why we do what we do and how we can change our ingrained habits. It’s putting us more in control than ever before. It is pretty much down to the habits we have formed and that we practise daily.

    This session teaches you how to break down the behaviours that make up habits and then how to rebuild them but with good rather than negative practices.

    With a few techniques you can put your new higher-level performance on auto pilot.

    You will understand the psychology of habit formation and why they are so difficult to change.

    Who’s it for?

    All

    Everyone at any level who wants:

    • to be the best they can be
    • to change a bad habit
    • to be more effective. Anyone who is not as effective as they would like to be.

    Our trainer

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

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

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

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

    About Quarterdeck

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

    Managing Directors bring Quarterdeck in when:

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

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

    This course will also be running on 3 December 2020.

    find out more

    Meet At

    Further information

    Fees
    Price per delegate

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

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

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

                                        

    Key to who should attend:

    Basic/refresher
    Refresher/Basic

    Intermediate
    Intermediate

    Advanced
    Advanced

    All
    Suitable for staff of all levels

                                        

    Dates
    Alternative dates

    3 December 2020

                                        

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

                                        

    Cancellations
    Cancellations and substitutions:

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

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

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start07 Sep 2020 14:00
    • End07 Sep 2020 15:30

    Fire safety toolbox – session one: Fire safety awareness

    Details

    Fire safety awareness

    Out on the front line, what should we look for?

    This webinar will provide you with an appropriate understanding of the common fire safety hazards that you are likely to come across when you’re out and about, which will then equip you with the knowledge to spot potential hazards and the proportionate approach to rectify them.

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

    Fire doors – 14 September 2020

    Fire safety stopping and compartmentation – 21 September 2020

    Fire safety equipment – 28 September 2020

    Fire safety on construction sites – 5 October 2020

     

    Who should attend?

    Refresher/Basic   Intermediate

    Our trainer

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

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

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

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

    find out more

    Meet At

    Further information

    Fees
    Price per delegate

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

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

                                        

    Key to who should attend:

    Basic/refresher
    Refresher/Basic

    Intermediate
    Intermediate

    Advanced
    Advanced

    All
    Suitable for staff of all levels

                                        

    This course will be particularly relevant to members of:

    Health and Safety Network
    The Health and Safety Network

                                        

    Cancellations
    Cancellations and substitutions:

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

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

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start08 Sep 2020 09:30
    • End08 Sep 2020 16:00

    Communal area and block inspections – what you need to know

    Details

    Communal area and block inspections – what you need to know

    (Incorporating Health and Safety issues – fire safety in particular)

    It's vital that communal areas are safe and secure – for residents, contractors and the public. Very often this rests with non-technical staff who are tasked with carrying out inspections. This one day course provides guidance and essential advice on how to carry out inspections effectively, with a focus on fire safety and health and safety issues.

    Delegates will learn about what to check and how to check in order to ensure compliance with legislation. You will also learn how to identify and diagnose common defects and spot potential problems.

    Aims and objectives:

    • Understand the importance and benefits of estate inspections
    • Be aware of landlord obligations and legislation
    • Know the role of the housing officer and how they fit in to the organisations policies and procedures
    • Be able to effectively prepare for an inspection
    • Understand the importance of an inspection routine 
    • Confidently diagnose common defects and potential problems
    • Identify health and safety risks to maintain safer neighbourhoods
    • Develop effective reporting, feedback and monitoring.

    Who should attend?

    All

    • Anyone in housing management.

    Our trainer

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

    This course will also be running on 22 October and 8 December 2020.

    find out more

    Meet At

    Further information

    Fees
    Price per delegate

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

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

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

                                        

    Key to who should attend:

    Basic/refresher
    Refresher/Basic

    Intermediate
    Intermediate

    Advanced
    Advanced

    All
    Suitable for staff of all levels

                                        

    Dates
    Alternative dates

    22 October 2020

    8 December 2020

                                        

    This course will be particularly relevant to members of:

    Housing Management Network The Housing Management Network

                                        

    Cancellations
    Cancellations and substitutions:

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

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

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

    Managing risks for line managers

    Details

    Managing risks for line managers

    This workshop covers everything you need to know about managing risks.

    It has been especially developed for line managers wanting to understand:

    • The whole risk framework and internal controls requirements
    • How they are expected to manage risk in their roles
    • How to address the requirements of the risk framework as set out by the Board.

    The session will cover:

    • What the Regulator of Social Housing (RSH)’s “Governance and financial viability” standard requires as a “risk management and internal controls framework”
    • What your risk approach should cover in practice
    • What this means for you as a line manager
    • How to:
      • map the risks your team raise
      • consider mitigations to those risks
      • provide assurance that risks are being managed effectively
    • What the auditors expect you to know about risk.

    Who should attend?

    Intermediate   Advanced

    This training is for everyone wanting to understand the requirements of managing risks, from new staff to those wishing to refresh their knowledge and/or to progress to executive level.

    About our trainer

    Jo Ballman is a governance and risk expert and has been a consultant and trainer for more than 7 years.  During this time she has worked with numerous registered providers of various sizes, types and structures.  She has worked closely with boards, executive teams and senior managers helping them to fully understand the RSH’s expectations and assisting them to strengthen their approaches to risk including creating frameworks, policies and risk registers. Jo is very hands on and works with executives, risk leads, senior staff and members to embed the approaches required so can give very practical guidance.

    Prior to becoming a consultant Jo worked as a Director at two large housing groups where she had responsibility for governance, regulation, risk, performance and data.  

    She is a chartered surveyor, who started her career as a development surveyor progressing to development director at one RP, before switching to the world of regulation and all it entails.

    find out more

    Meet At

    Further information

    Fees
    Price per delegate

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

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

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

                                        

    Key to who should attend:

    Basic/refresher
    Refresher/Basic

    Intermediate
    Intermediate

    Advanced
    Advanced

    All
    Suitable for staff of all levels

                                        

    This course will be particularly relevant to members of:

    Housing quality network
    The Housing Quality Network

                                        

    Cancellations
    Cancellations and substitutions:

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

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

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start09 Sep 2020 09:30
    • End09 Sep 2020 15:00

    Advanced hoarding – working with hoarders

    Details

    Advanced hoarding

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

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

    This course will:

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

    Who should attend?

    Intermediate   Advanced

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

    Our trainer

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

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

    This course will also be running on 8 October and 11 November 2020.

    find out more

    Meet At

    Further information

    Fees
    Price per delegate

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

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

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

                                        

    Key to who should attend:

    Basic/refresher
    Refresher/Basic

    Intermediate
    Intermediate

    Advanced
    Advanced

    All
    Suitable for staff of all levels

                                        

    Dates
    Alternative dates

    8 October 2020

    11 November 2020

                                        

    This course will be particularly relevant to members of:

    Housing Management Network
    The Housing Management Network

    Residents Network
    The Residents' Network

                                        

    Cancellations
    Cancellations and substitutions:

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

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

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start09 Sep 2020 10:00
    • End09 Sep 2020 13:00

    Everything you need to be a fantastic people manager in 12 hours

    Details

    Everything you need to be a fantastic people manager in 12 hours

    A four module programme for up to 15 people

    We have developed a comprehensive four modular programme, each online session lasting three hours. These can be run as stand alone modules or as an ongoing development programme. The modules will give everyone with management responsibilities a complete toolkit to run a highly motivated and high performing team, ensuring focus in rapidly changing times.

    Module 1 – How to brilliantly manage your team

    What you will learn

    This session will help you manage your team effectively and allow you to think about how the dynamic of a team changes when not everyone sits in the same physical space. How do you as a leader manage this and support your team? There will be practical advice on how you can adapt to reassure and keep your team focused.

    • What’s different for your remote workers and those in the office
    • How to communicate brilliantly as a manager, setting clear expectations of what each team member needs to deliver
    • Your preferred managerial style and how to adapt for motivation
    • How to make sure people have the resources they need. 

    Who should attend?

    All

    Please click on the links below for details of the other modules. Delegates can attend all four modules or just pick the ones most relevant to them.

    Module 2 – How to have honest and challenging conversations that get results – 22 September 2020

    Module 3 – Developing a high performing culture – 6 October 2020

    Module 4 – Thriving in a changing world – 20 October 2020

    Our trainer

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

    find out more

    Meet At

    Further information

    Fees
    Price per delegate

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

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

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

                                        

    Key to who should attend:

    Basic/refresher
    Refresher/Basic

    Intermediate
    Intermediate

    Advanced
    Advanced

    All
    Suitable for staff of all levels

                                        

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

                                        

    Cancellations
    Cancellations and substitutions:

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

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

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start10 Sep 2020 10:00
    • End10 Sep 2020 13:00

    Leadership at every level – how to be influential

    Details

    Leadership at every level – how to be influential

    Don’t be limited by your job title and make sure others aren’t limited by theirs.

    Leadership at every level – or 360 leadership – is a way of ensuring everyone in the business sees themselves as influential in the achievements of the business.

    Spreading leadership skills throughout the organisation, whether someone is running the company or running errands, is the best way to be. But it takes a special kind of leadership to promote 360 leadership and ensure the culture is one where such a mindset flourishes.

    This session questions the typical leadership top down, hierarchical model.

    By the end of it you will:

    • Understand why it’s important to move away from a traditional model and adopt a more modern approach
    • Recognise the importance of other departments and how they all work together as influential in the achievements of the business
    • Understand how everyone can feel important and everyone contribute in a meaningful way recognising one anothers’ importance
    • Feel enthused, confident and eager to put this into practice.

    360 leadership is about how you feel within your own workplace, how you make others feel and about how your leaders, and others, view you.

    Who should attend?

    All

    • Everyone, regardless of their level in the business, who wants to improve their influence
    • Leaders who want to encourage a 360 leadership culture.

    Our trainer

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

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

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

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

    About Quarterdeck

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

    Managing Directors bring Quarterdeck in when:

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

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

    This course will also be running on 9 November 2020.

    find out more

    Meet At

    Further information

    Fees
    Price per delegate

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

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

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

                                        

    Key to who should attend:

    Basic/refresher
    Refresher/Basic

    Intermediate
    Intermediate

    Advanced
    Advanced

    All
    Suitable for staff of all levels

                                        

    Dates
    Alternative dates

    9 November 2020

                                        

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

                                        

    Cancellations
    Cancellations and substitutions:

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

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

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start10 Sep 2020 10:00
    • End10 Sep 2020 15:00

    Project management bootcamp – how to deliver a successful project

    Details

    Project management bootcamp

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

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

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

    What will delegates learn? 

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

    Who should attend? 

    Refresher/Basic   Intermediate

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

    Our trainer

    Ruth Walker-Cotton is a qualified project manager (APM PMQ) and a member of the Association of Project Management. She is currently studying Strategic Project Management at MSc level.

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

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

    Sold out

    This course will also be running on 21 October and 1 December 2020.

    find out more

    Meet At

    Further information

    Fees
    Price per delegate

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

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

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

                                        

    Key to who should attend:

    Basic/refresher
    Refresher/Basic

    Intermediate
    Intermediate

    Advanced
    Advanced

    All
    Suitable for staff of all levels

                                        

    Dates
    Alternative dates

    21 October 2020

    1 December 2020

                                        

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

                                        

    Cancellations
    Cancellations and substitutions:

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

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

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start11 Sep 2020 10:00
    • End11 Sep 2020 13:00

    Women in work – keeping focused on your career during a time of uncertainty

    Details

    Women in work – keeping focused on your career during a time of uncertainty

    The Institute of Fiscal Studies has shown that women are being negatively and financially impacted in lockdown. Their analysis suggests women are taking on 70% of the unpaid work at home – at the same time as work and career plans become hugely uncertain.

    This workshop will give you a unique opportunity to think about how you are able to manage your work and career goals whilst in lockdown. You will gain an understanding of the latest research on gender in the workplace, linking this with your own challenges. You will leave the session with insight and practical actions to implement.

    What you will learn

    • The key challenges facing women in work
    • Building and maintaining confidence and self belief
    • How to improve your resilience in lockdown
    • Why language matters – getting your voice heard
    • Being clear about priorities – working out what brings the most value
    • How to say no to taking on too much
    • How to influence as your organisation adapts to a new reality
    • Nine competencies – what high performance looks like.

    Who should attend?

    All

    This course is for all women who are dealing with the challenges of lock down and want to assess how they manage work and life effectively over the coming months.

    Our trainer

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

    find out more

    Meet At

    Further information

    Fees
    Price per delegate

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

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

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

                                        

    Key to who should attend:

    Basic/refresher
    Refresher/Basic

    Intermediate
    Intermediate

    Advanced
    Advanced

    All
    Suitable for staff of all levels

                                        

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

                                        

    Cancellations
    Cancellations and substitutions:

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

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

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start14 Sep 2020 14:00
    • End14 Sep 2020 15:30

    Fire safety toolbox – session two: Fire doors

    Details

    Fire doors

    Introduction to your responsibility and key things to check.

    This webinar will provide you with an introduction to fire doors and their critical purpose in buildings. In addition, you will learn about the components that ‘make up’ a fire door and understand how to recognise common issues together with how they directly affect their integrity.

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

     

    Fire safety awareness – 7 September 2020

    Fire safety stopping and compartmentation – 21 September 2020

    Fire safety equipment – 28 September 2020

    Fire safety on construction sites – 5 October 2020

     

    Who should attend?

    Refresher/Basic   Intermediate

    Our trainer

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

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

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

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

    find out more

    Meet At

    Further information

    Fees
    Price per delegate

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

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

                                        

    Key to who should attend:

    Basic/refresher
    Refresher/Basic

    Intermediate
    Intermediate

    Advanced
    Advanced

    All
    Suitable for staff of all levels

                                        

    This course will be particularly relevant to members of:

    Health and Safety Network
    The Health and Safety Network

                                        

    Cancellations
    Cancellations and substitutions:

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

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

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start15 Sep 2020 09:30
    • End15 Sep 2020 16:00

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

    Details

    Condensation, damp and mould

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

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

    What will you learn?

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

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

    Who should attend?

    Refresher/Basic   Intermediate

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

    Our trainer

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

    This course will also be running on 10 November 2020.

    find out more

    Meet At

    Further information

    Fees
    Price per delegate

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

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

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

                                        

    Key to who should attend:

    Basic/refresher
    Refresher/Basic

    Intermediate
    Intermediate

    Advanced
    Advanced

    All
    Suitable for staff of all levels

                                        

    Dates
    Alternative dates

    10 November 2020

                                        

    This course will be particularly relevant to members of:

    Housing Management Network
    The Housing Management Network

    Residents Network
    The Residents' Network

                                        

    Cancellations
    Cancellations and substitutions:

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

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

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start15 Sep 2020 09:30
    • End15 Sep 2020 15:00

    Measuring the value of resident involvement

    Details

    Measuring the value of resident involvement

    Residents are the life blood of your organisation. Communicating with them, involving them and listening to them is the responsibility of everyone in the organisation – even those who have little or no frontline contact with residents.

    The social housing sector has a long history of engaging with its residents and as it faces more challenging times the business case for resident involvement needs to be measured and fully understood by landlords.

    So what have residents ever done for you? How do you measure the outcomes and impact of resident involvement to show just how valuable engagement is to your business?

    On this course you will:

    • Identify the key terms (inputs, outputs, outcomes and impact) and their meanings
    • Explore how to show the value of resident involvement from the start by planning key outcomes
    • Review your current process for measuring the value of resident involvement
    • Identify how to measure impact
    • Consider how to feedback outcomes to staff, residents and the board
    • Reflect on your role in identifying business outcomes and impacts using resident involvement mechanisms and data.

    Who should attend?

    Refresher/Basic   Intermediate

    • All resident involvement staff
    • Community involvement staff
    • Housing services
    • Asset management
    • Maintenance staff and their managers.

    Our trainer

    Michael Guest is a well established and respected housing consultant and trainer. He has considerable hands-on experience and expertise across the housing sector and beyond. As a Chartered Housing Professional, Chartered Manager and Certified Management Consultant, Michael has specialisms in governance, resident involvement (including scrutiny), policy and service review as well as a range of strategic and operational housing matters. Michael is Chair of a Schools Partnership company, a Chair of School Governors and an Advanced Skills Governor. He holds a recent (2017) MSc (with Merit) in Leadership and Management and a (2018) Postgraduate Certificate (with Merit) in Housing Studies. Feedback from Michael's training often comments on his accessible, relaxed, yet professional approach. 

    find out more

    Meet At

    Further information

    Fees
    Price per delegate

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

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

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

                                        

    Key to who should attend:

    Basic/refresher
    Refresher/Basic

    Intermediate
    Intermediate

    Advanced
    Advanced

    All
    Suitable for staff of all levels

                                        

    This course will be particularly relevant to members of:

    Housing Management Network
    The Housing Management Network

    Residents Network
    The Residents' Network

                                        

    Cancellations
    Cancellations and substitutions:

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

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

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start15 Sep 2020 09:30
    • End15 Sep 2020 15:00

    Using nudge theory to engage customers

    Details

    Using nudge theory to engage customers

    Nudge uses positive reinforcement and indirect suggestions as ways to influence the behaviour and decision making of groups or individuals. It has been effective in a variety of situations, both within and outside the housing sector.

    Nudging involves careful analysis of the situation or problem and the use of ‘out of the box’ innovative, but often simple, strategies to get the job done. People can be nudged towards making the choices you want them to – called choice architecture. Nudge theory works on the premise that humans have two systems that can make decisions – the automatic system and the reflective system. By understanding this and using this knowledge to assist decision making, we can set the scene, or design the right architecture for effective nudges.

    Delegates will:

    • Understand what nudge theory is, its origins and current applications
    • Explore and understand the two-system model for decision making (automatic and reflective)
    • Explore and understand biases, temptation and how and why people make decisions
    • Understand choice architecture and be able to use this to help customers make the right decisions
    • Understand four types of nudge: mindful nudges, mindless nudges, encouraging and discouraging nudges
    • Be given examples of nudges and be aware when nudge theory is suitable to use
    • Create nudges that suit your individual need whether the nudge is a large organisational-wide strategic level nudge or an individual nudge towards a tenant or client
    • Come away with ideas on nudges that can help you and your organisation.

    Who should attend?

    All

    All staff can benefit from an awareness of and an ability to apply nudge theory.

    • Housing management
    • Care and support
    • Repairs
    • Contact centre staff.

    All benefit from this course. Suitable for frontline staff as well as managers and directors who have a strategic role.

    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.

    find out more

    Meet At

    Further information

    Fees
    Price per delegate

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

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

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

                                        

    Key to who should attend:

    Basic/refresher
    Refresher/Basic

    Intermediate
    Intermediate

    Advanced
    Advanced

    All
    Suitable for staff of all levels

                                        

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

                                        

    Cancellations
    Cancellations and substitutions:

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

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

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In-house training

If you’ve got five or more staff interested, our in-house training offers great value for money. Click here for details.