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

    Details

    Electrical safety workshop

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

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

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

    Who should attend?

    Those involved in planning the electrical programme, including:

    • Asset management
    • Compliance
    • Health and safety.

    Our trainer

    Spencer Henry, MICWCI EngTech TMIET

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

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

    Last few places remaining

    find out more

    Meet At

    Further information

    Price per delegate
    Non-members:

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

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

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

    Map and directions: 

    Click here to download directions to the venue

    Cancellations and substitutions:

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

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

  2. Rent money comes first – negotiation and debt collection workshop

    Details

    Rent first – negotiation and debt collection workshop

    This dynamic workshop will help to develop and refresh practical skills, techniques and increase confidence in discussing and collecting debt.

    Whilst focused on housing debt, the techniques can be readily adapted to a variety of negotiating contexts, both work-based and in everyday life.

    Objectives

    At the end of the workshop delegates will:  

    • Know their preferred negotiating style and understand how they can influence positive behaviour and outcomes
    • Be able to apply a practical, “nudge-based” negotiation strategy to boost collection and minimise debt
    • Understand how to prepare effectively for discussing debt with customers
    • Be confident in initiating a discussion regarding debt, securing payment and ensuing efficient but supportive account management
    • Understand different question types and apply effective questioning techniques
    • Deal with payment objections confidently and guide customers through sensitive and challenging discussions.

    Who should attend?

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

    Our trainer

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

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

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

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

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

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

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

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

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

    Last few places remaining

    This course will also be running in Birmingham, Bristol, LondonEdinburgh and Manchester.

    find out more

    Meet At

    Further information

    Price per delegate
    Non-members:

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

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

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

    Venue map and directions: 

    Click here to download directions to the venue

    Cancellations and substitutions:

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

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

  3. Housing management law update

    Details

    Housing management law update

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

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

    You will learn

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

    Who should attend?

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

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

    Our trainer

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

    This course will also be running in Birmingham.

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

    find out more

    Meet At

    Further information

    Price per delegate
    Non-members:

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

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

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

    Map and directions: 

    Click here to download directions to the venue

    Cancellations and substitutions:

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

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

  4. Assertiveness – the art of communicating what you want

    Details

    Assertiveness – the art of communicating what you want

    Whatever your role in the workplace, being heard, being noticed for the right reasons and being able to get your point across successfully are key skills for everyone to have.

    Being assertive is a skill that can be learned. Developing assertiveness starts with an understanding of who you are, and the reasons you react the way you do. When you have skills and confidence, you become more comfortable having discussions, challenging decisions and standing up for yourself.

    This one-day workshop focuses on giving you the knowledge and tools to help you make an impact in a positive way. By improving your communication skills you will increase your confidence and learn how and why being assertive is an asset.

    By attending this course, you will learn how to:

    • Boost your self confidence 
    • Make a positive impact in conversations
    • Understand the power of words, and how to use them 
    • Be able to choose how you respond
    • Choose the right ‘non- verbal’ approaches and responses
    • Have more powerful and positive relationships and conversations at work. 

    Course outline

    • Assertive behaviour and communication skills
    • Exploring what assertiveness really is
    • Understanding how and why you respond
    • Learning what works for you
    • Unpacking confidence – what you need to know.

    Who should attend?

    Everyone who would like to project a more confident, controlled and professional image in one-to-one or group situations.

    Our trainer

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

    find out more

    Meet At

    Further information

    Price per delegate
    Non-members:

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

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

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

    Map and directions

    Download directions to the venue

    Cancellations and substitutions:

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

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

  5. Introduction to social housing

    Details

    Introduction to social housing

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

    Key elements of the training include:

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

    Who should attend?

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

    Our trainer

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

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

    This course will also be running in London.

    find out more

    Meet At

    Further information

    Price per delegate
    Non-members:

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

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

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

    Map and directions

    Download directions

    Cancellations and substitutions:

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

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

  6. Right to Buy and Right to Acquire

    Details

    Right to Buy and Right to Acquire

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

    This course will cover: 

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

    What you will learn? 

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

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

    Who should attend? 

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

    Our trainer

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

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

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

    This course will also be running in London and Bristol.

    find out more

    Meet At

    Further information

    Price per delegate
    Non-members:

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

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

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

    Map and Directions:

    Click here for directions

    Cancellations and substitutions:

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

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

  7. Preventing housing disrepair claims

    Details

    Preventing housing disrepair claims

    Make sure you’re complying with the new Act, reducing disrepair claims and increasing customer satisfaction.

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

    This course will cover: 

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

    You will learn: 

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

    Who should attend? 

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

    Our trainer

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

    find out more

    Meet At

    Further information

    Price per delegate
    Non-members:

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

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

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

    Map and directions: 

    Click here to download directions to the venue

    Cancellations and substitutions:

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

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

  8. Project management bootcamp – how to deliver a successful project

    Details

    Project management bootcamp – how to deliver a successful project

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

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

    This one day course 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 
    • Producing a project plan 
    • Scheduling and resource management 
    • Monitoring and reporting 
    • Communications 
    • Stakeholder management 
    • Risk and issue management - and what to do if things go wrong 
    • How to successfully conclude a project. 

    Who should attend? 

    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. Ruth has successfully written and implemented strategies and managed major campaigns and projects within the NHS, Housing and charity sectors. Ruth is experienced in people management and loves designing and implementing systems and processes to ensure clarity and efficiency.

    Ruth’s main focus is project management – whether training a project team or guiding them through a project – and she can support businesses to improve their strategic and resource planning, working with them as they go through organisational change. Ruth has successfully improved performance in a variety of sectors, through setting targets in partnership with key stakeholders and achieving them successfully.

    This course will also be running in Manchester and Birmingham.

    find out more

    Meet At

    Further information

    Price per delegate:
    Non-members:

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

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

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

    Map and directions: 

    Click here to download directions to the venue

    Cancellations and substitutions:

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

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

    • Event TypeHQN Training
    • VenueManchester
    • Start09 May 2019 10:00
    • End09 May 2019 16:00

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

    Details

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

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

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

    Delegates will learn about: 

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

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

    Who should attend?

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

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

    Our trainer

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

    This course will also be running in Liverpool.

    find out more

    Meet At

    Further information

    Price per delegate
    Non-members:

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

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

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

    Cancellations and substitutions:

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

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

    • Event TypeHQN Training
    • VenueLondon
    • Start09 May 2019 10:00
    • End09 May 2019 16:00

    Unconscious bias – awareness programme

    Details

    Unconscious bias – awareness programme

    Unconscious bias refers to the biases we have, of which we are not in conscious control. These biases occur automatically, triggered by our brain, making quick judgments and assessments of people and situations based on our background, cultural environment and our experiences. 

    Psychologists tell us that our unconscious biases are simply our natural ‘people preferences’. Biologically we are hard-wired to prefer people who look like us, sound like us and share our interests. This preference bypasses our normal, rational and logical thinking. 

    Managing unconscious bias is not just of benefit to others. If we can control and manage our unconscious biases it releases cognitive and emotional resources. These resources lead to better/fairer decision-making and enhanced problem solving. 

    The aims of this course are to enable you to: 

    • Review Equality and Diversity in the context of unconscious bias 
    • Understand the idea of unconscious bias and related concepts 
    • Experience how unconscious bias affects our behaviour 
    • Identify the impact unconscious bias has on your organisation 
    • Explore different ways of managing unconscious bias. 

    Who should attend? 

    All supervisors, team leaders and managers and human resource staff. Everyone with responsibility for employee welfare.

    Our trainer

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

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

    find out more

    Meet At

    Further information

    Price per delegate
    Non-members:

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

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

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

    Cancellations and substitutions:

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

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

  9. Introduction to social housing

    Details

    Introduction to social housing

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

    Key elements of the training include:

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

    Who should attend?

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

    Our trainer

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

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

    This course will also be running in Birmingham.

    find out more

    Meet At

    Further information

    Price per delegate
    Non-members:

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

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

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

    Map and directions: 

    click here to download direction to the venue

    Cancellations and substitutions:

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

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

  10. Tenancy enforcement – nuts and bolts

    Details

    Tenancy enforcement – nuts and bolts

    Messy gardens; access issues; internal walls knocked down without permission – sound familiar? Every housing officer’s bread and butter is dealing with breaches of tenancy but they’re not always easy to handle, especially if the tenant has mental health problems. This course will look at the ways to deal effectively with the most common tenancy breaches and will also address issues around mental capacity.

    The course will cover:

    • Common law injunctions
    • The importance of the tenancy terms
    • Behaviour arising from a disability
    • Access rights
    • Getting paperwork right
    • Other enforcement methods
    • How mental capacity affects proceedings
    • The effect of an injunction.

    What you will learn:

    • When to use common law injunctions
    • Addressing tenancy breaches
    • The relevance of the Equality Act
    • Dealing with mental ill health
    • The importance of working with partner agencies
    • Identifying potential mental incapacity.

    Who should attend?

    All staff who are involved in managing tenancies including those who deal with supported housing, housing officers, housing managers, tenancy management officers, heads of service, neighbourhood managers, and team leaders.

    Our trainer

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

    This course will also be running in Manchester.

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

    find out more

    Meet At

    Further information

    Price per delegate
    Non-members:

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

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

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

    Map and directions: 

    Click here to download directions to the venue

    Cancellations and substitutions:

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

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

    • Event TypeHQN Training
    • VenueLondon
    • Start15 May 2019 10:00
    • End15 May 2019 16:00

    The complete works of Universal Credit

    Details

    The complete works of Universal Credit

    Updated to cover all 2019 Universal Credit changes

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

    Like Shakespeare’s plays: 

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

    Course modules: 

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

    Our trainer

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

    This course will also be running in Bristol and Manchester.

    find out more

    Meet At

    Further information

    Price per delegate
    Non-members:

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

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

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

    Cancellations and substitutions:

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

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

  11. Working effectively with hoarders

    Details

    Working effectively with hoarders

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

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

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

    You will learn:

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

    Who should attend?

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

    Our trainer

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

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

    This course will also be running in London and Manchester.

    find out more

    Meet At

    Further information

    Price per delegate
    Non-members:

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

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

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

    Map and directions:

    Download directions to the venue

    Cancellations and substitutions:

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

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

    • Event TypeHQN Training
    • VenueManchester
    • Start16 May 2019 10:00
    • End16 May 2019 16:00

    Asset management masterclass

    Details

    Asset management masterclass

    Asset management is coming under closer and more detailed scrutiny by the regulator. The regulator’s feedback on Value for Money self-assessments has been in many cases critical of providers’ knowledge, management and forward planning in relation to their dwelling stock. 

    Effective asset management is critical to both local authorities and housing associations, and one of the key ways you can demonstrate you are managing your stock effectively is by having an up-to-date, fully developed asset management strategy in place. We’ll show you how to prepare or update your strategy. 

    What the course will cover: 

    Our masterclass will deal with the practical problems you face. We’ll look at the current key issues in the sector including high profile compliance issues. We will give practical guidance for drafting or updating an asset management strategy, including: 

    • Key elements and good practice in an asset management strategy 
    • Common mistakes and missing elements in the strategy 
    • Linkages to 30 year or HRA business plans 
    • An overview of best practice and current typical operating costs:
      • What does good value for money look like in repairs and asset management? 
      • How do your costs compare? 
    • Use of your stock condition database, stock sustainability and modelling 
    • Find out the regulator’s views about active asset management and how others are tackling this 
    • Rate of return on your assets – how can you carry out an assessment; what models and tools are available? 
    • What does the regulator mean by adopting a ‘granular approach’? 
    • Future challenges – our assessment of the big and emerging issues over the next three to five years. 

    Who should attend? 

    Everyone working operationally or strategically in asset management, property services and housing strategy, and those responsible for managing stock condition databases and investment resource planning. 

    Our trainer

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

    This course will also be running in London and Birmingham.

    find out more

    Meet At

    Further information

    Price per delegate
    Non-members:

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

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

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

    Cancellations and substitutions:

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

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

    • Event TypeHQN Training
    • VenueManchester
    • Start16 May 2019 10:00
    • End16 May 2019 16:00

    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 one day course 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 
    • Producing a project plan 
    • Scheduling and resource management 
    • Monitoring and reporting 
    • Communications 
    • Stakeholder management 
    • Risk and issue management - and what to do if things go wrong 
    • How to successfully conclude a project. 

    Who should attend? 

    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. Ruth has successfully written and implemented strategies and managed major campaigns and projects within the NHS, Housing and charity sectors. Ruth is experienced in people management and loves designing and implementing systems and processes to ensure clarity and efficiency.

    Ruth’s main focus is project management – whether training a project team or guiding them through a project – and she can support businesses to improve their strategic and resource planning, working with them as they go through organisational change. Ruth has successfully improved performance in a variety of sectors, through setting targets in partnership with key stakeholders and achieving them successfully.

    This course will also be running in London and Birmingham.

    find out more

    Meet At

    Further information

    Price per delegate:
    Non-members:

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

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

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

    Cancellations and substitutions:

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

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

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

    Details

    Unlocking construction

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

    What will delegates learn? 

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

    This course will cover: 

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

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

    Specific to each trade, delegates will be able to: 

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

    Who should attend? 

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

    Our trainer

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

    What previous delegates have said: 

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

    This course will also be running in Cardiff and Bristol.

    find out more

    Meet At

    Further information

    Price per delegate
    Non-members:

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

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

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

    Map and directions: 

    Click here to download directions to the venue

    Cancellations and substitutions:

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

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

    • Event TypeHQN Training
    • VenueLondon
    • Start21 May 2019 10:00
    • End21 May 2019 16:00

    Possession proceedings in the County Court

    Details

    Possession proceedings in the County Court

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

    This course will cover: 

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

    What will delegates learn? 

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

    Who should attend? 

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

    Our trainer

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

    find out more

    Meet At

    Further information

    Price per delegate
    Non-members:

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

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

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

    Cancellations and substitutions:

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

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

    • Event TypeHQN Training
    • VenueLondon
    • Start21 May 2019 10:00
    • End21 May 2019 16:00

    Void repairs masterclass – avoid empty promises

    Details

    Void repairs masterclass – avoid empty promises

    Getting an empty property repaired and let isn’t as simple as it sounds. Many organisations struggle with getting the basics right – managing the process effectively, minimising void rental loss, turning around voids quickly and minimising refusals.

    There is a lot to consider and many different people involved from when you first find out about the empty property to after your new tenants have moved in.

    This course covers

    • Voids repair processes and procedures
    • Legal and regulatory requirements
    • Lettable standards v fit-to-let standards
    • Pricing systems and getting value for money
    • Target setting, performance monitoring and KPIs
    • Managing internal and external contractors
    • Adding value from the voids process
    • Inspections and quality-control
    • Use of IT and business intelligence.

    Who should attend?

    All frontline repairs and maintenance and lettings staff, team leaders and managers as well as those that have direct responsibility for strategic oversight and management of housing management and repairs and maintenance services.

    Our trainer

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

    find out more

    Meet At

    Further information

    Price per delegate
    Non-members:

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

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

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

    Cancellations and substitutions:

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

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

    • Event TypeHQN Training
    • VenueLondon
    • Start22 May 2019 10:00
    • End22 May 2019 16:00

    Investigative interviewing masterclass

    Details

    Investigative interviewing masterclass

    Many housing professionals are expected to be able to conduct investigative interviews, whether that’s dealing with complex cases of anti-social behaviour with multiple, conflicting accounts and counter-allegations, or issues of succession rights, sub-letting or abandonment. 

    Carrying out these interviews can be challenging, and risks a confrontational encounter that achieves little. This training will help staff to conduct highly successful and professional interviews that maintain a strong relationship with the interviewee (whether a witness or alleged perpetrator) and obtain a detailed and evidentially useful account of the facts. 

    Based on current UK police training, this course will enable housing staff to develop and use ethical and successful investigative interviewing skills for the benefit of their organisation and its customers. 

    This course will cover: 

    • Interview structure 
    • Interview psychology 
    • Managing relationships during the interview 
    • Triggering spontaneous disclosure 
    • Highly effective questions. 

    Who should attend? 

    All frontline staff who are expected to carry out investigative interviews, particularly those dealing with anti-social behaviour investigations. 

    Our trainer

    After ten years’ experience as a police officer, Chris Knight has spent over 20 years working in social housing in a variety of senior roles in local authorities and housing associations, and most recently as a consultant specialising in performance improvement. He uses his experience to create an enjoyable, entertaining and positive learning environment.

    This course will also be running in Manchester.

    find out more

    Meet At

    Further information

    Price per delegate
    Non-members:

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

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

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

    Cancellations and substitutions:

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

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

    • Event TypeHQN Training
    • VenueBirmingham
    • Start22 May 2019 10:00
    • End22 May 2019 16:00

    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 one day course 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 
    • Producing a project plan 
    • Scheduling and resource management 
    • Monitoring and reporting 
    • Communications 
    • Stakeholder management 
    • Risk and issue management - and what to do if things go wrong 
    • How to successfully conclude a project. 

    Who should attend? 

    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. Ruth has successfully written and implemented strategies and managed major campaigns and projects within the NHS, Housing and charity sectors. Ruth is experienced in people management and loves designing and implementing systems and processes to ensure clarity and efficiency.

    Ruth’s main focus is project management – whether training a project team or guiding them through a project – and she can support businesses to improve their strategic and resource planning, working with them as they go through organisational change. Ruth has successfully improved performance in a variety of sectors, through setting targets in partnership with key stakeholders and achieving them successfully.

    This course will also be running in London and Manchester.

    find out more

    Meet At

    Further information

    Price per delegate:
    Non-members:

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

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

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

    Cancellations and substitutions:

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

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

    • Event TypeHQN Training
    • VenueLondon
    • Start23 May 2019 10:00
    • End23 May 2019 16:00

    Tenancy fraud

    Details

    Tenancy fraud

    Tenancy fraud is not new – but in recent times social landlords have had to do significantly more and more to tackle the problem. So what is it, exactly? Does it mean fraud at application? After the granting of the tenancy or lease? At the end of the tenancy or lease? Or all three?

    As awareness of the supply and demand equation has grown, many housing providers have become more proactive with regard to tenancy fraud. This has run in parallel with the need to become more customerfocused and to find out more about occupiers via customer profiling or tenancy audits. The commercial need to find out more about occupiers has also become more focused since the Welfare Reform Act.

    Delegates will learn about:

    • The provisions of the Prevention of Social Housing Fraud Act 2013
    • The imperatives to tackle tenancy fraud
    • The many preventative options
    • The risk assessment indicators and how to implement them into everyday operational work
    • The most common areas of fraud – succession, sub-letting, unauthorised occupation
    • Ways to tackle evidential and proof problems and sharing information with other agencies
    • The old remedies such as possession and newer alternatives such as the Fraud Act 2006.

    Who should attend?

    All key staff, including frontline officers, team leaders and managers from allocations teams, housing options, tenancy management and enforcement, as well as finance and audit, income collection and corporate governance. It is vital that housing providers have a corporate approach to tackling tenancy fraud.

    Our trainer

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

    This course will also be running in Manchester.

    find out more

    Meet At

    Further information

    Price per delegate
    Non-members:

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

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

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

    Cancellations and substitutions:

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

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

  13. The complete works of Universal Credit

    Details

    The complete works of Universal Credit

    Updated to cover all 2019 Universal Credit changes

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

    Like Shakespeare’s plays: 

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

    Course modules: 

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

    Our trainer

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

    This course will also be running in London and Manchester.

    find out more

    Meet At

    Further information

    Price per delegate
    Non-members:

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

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

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

    Map and directions:

    Download directions

    Cancellations and substitutions:

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

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

  14. S.20 consultation – asset management and leaseholders

    Details

    Asset management and leaseholders

    With reductions in qualification periods, the levels of leasehold accommodation owned and managed by social housing providers is increasing, and will continue to do so.

    The aim of this training is to give officers involved in the repairing, maintaining and improvement of your stock an overview of what’s required to ensure that the delivery of such works is as smooth as possible, and you also recover the full cost of such works from your leaseholders.

    This one-day course will consider:

    • The Right to Buy process and the need to ensure that sale prices include the cost of all works undertaken by you over the last 10, and sometimes 15 years
    • The need to ensure an effective S.125 notice is served within the Right to Buy process, and the implications if the notice is ineffective or lacks relevant information
    • The clauses of the lease in terms of maintaining the stock and the potential issues where the right to improve is not included within the lease
    • The S.20 consultation in detail in respect of major works, long-term contracts and major works within long-term contracts
    • Permission requirements for ‘improvements’ undertaken by leaseholders
    • Responsive repair reporting to include what is your responsibility to undertake as well as the use of building insurance
    • Right of access
    • How to deal with breaches in terms of access and ‘improvements’ without permission.

    The final element of the course will consider potential defenses and counterclaims that leaseholders may have available to them in respect of paying for the work you’ve undertaken, and tips on how to avoid effective challenges within the First-tier Tribunal.

    Who should attend?

    All officers whose responsibility is the development, planning and delivery of planned maintenance and improvement works, or are responsible for the delivery of the responsive repairs contract; procurement officers for long-term contracts and tenders for works; legal officers and leasehold officers.

    Our trainer

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

    find out more

    Meet At

    Further information

    Price per delegate
    Non-members:

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

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

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

    Venue map and directions: 

    Click here to download directions to the venue

    Cancellations and substitutions:

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

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

  15. Tenancy fraud

    Details

    Tenancy fraud

    Tenancy fraud is not new – but in recent times social landlords have had to do significantly more and more to tackle the problem. So what is it, exactly? Does it mean fraud at application? After the granting of the tenancy or lease? At the end of the tenancy or lease? Or all three?

    As awareness of the supply and demand equation has grown, many housing providers have become more proactive with regard to tenancy fraud. This has run in parallel with the need to become more customerfocused and to find out more about occupiers via customer profiling or tenancy audits. The commercial need to find out more about occupiers has also become more focused since the Welfare Reform Act.

    Delegates will learn about:

    • The provisions of the Prevention of Social Housing Fraud Act 2013
    • The imperatives to tackle tenancy fraud
    • The many preventative options
    • The risk assessment indicators and how to implement them into everyday operational work
    • The most common areas of fraud – succession, sub-letting, unauthorised occupation
    • Ways to tackle evidential and proof problems and sharing information with other agencies
    • The old remedies such as possession and newer alternatives such as the Fraud Act 2006.

    Who should attend?

    All key staff, including frontline officers, team leaders and managers from allocations teams, housing options, tenancy management and enforcement, as well as finance and audit, income collection and corporate governance. It is vital that housing providers have a corporate approach to tackling tenancy fraud.

    Our trainer

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

    This course will also be running in London.

    find out more

    Meet At

    Further information

    Price per delegate
    Non-members:

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

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

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

    Map and directions:

    Click here to download directions to the venue

    Cancellations and substitutions:

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

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

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

    Details

    Managing for the first time

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

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

    By attending this course, you will: 

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

    Course outline

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

    Who should attend?

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

    Our trainer

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

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

    find out more

    Meet At

    Further information

    Price per delegate
    Non-members:

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

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

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

    Map and directions: 

    Click here to download directions to the venue

    Cancellations and substitutions:

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

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

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

    Effective meetings – chairing and minute taking

    Details

    Effective meetings – chairing and minute taking

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

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

    It will help you to:

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

    Who should attend?

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

    Our trainer

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

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

    This course will also be running in Manchester.

    find out more

    Meet At

    Further information

    Price per delegate
    Non-members:

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

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

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

    Cancellations and substitutions:

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

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

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

    Right to Buy and Right to Acquire

    Details

    Right to Buy and Right to Acquire

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

    This course will cover: 

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

    What you will learn? 

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

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

    Who should attend? 

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

    Our trainer

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

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

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

    This course will also be running in Manchester and Bristol.

    find out more

    Meet At

    Further information

    Price per delegate
    Non-members:

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

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

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

    Cancellations and substitutions:

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

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

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

    Excellence in procurement and contract management

    Details

    Excellence in procurement and contract management

    Achieve excellence through your contracts and achieve value for money. 

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

    Intermediate level course: 

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

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

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

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

    Who should attend? 

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

    Our trainer

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

    find out more

    Meet At

    Further information

    Price per delegate
    Non-members:

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

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

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

    Cancellations and substitutions:

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

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

    • Event TypeHQN Training
    • VenueLondon
    • Start06 Jun 2019 10:00
    • End06 Jun 2019 16:00

    Getting it ‘right first time’ – Achieving excellence in repairs reporting and diagnostics for frontline officers

    Details

    Getting it right first time

    We all want a first-time resolution when it comes to handling repairs. It saves us time, money and energy if we can correctly identify the repair and get the right operative, materials and tools on-site to do the job speedily and without fuss. And there are so many positive knock-on effects – we get satisfied customers, a first class reputation and well-maintained housing stock.

    This course is designed for all those who are at the front end of repairs handling. We look at a range of common repairs in detail, using diagrams, pictures, parts/materials and photographs to better diagnose problems and gain a greater understanding of what can go wrong, why and what’s needed to put it right. We identify the stumbling blocks and barriers to getting it right first time and look at what needs to happen to overcome them.

    What participants will learn:

    • How to ask the right questions to diagnose the problem
    • How to ensure the right information goes to the contractor
    • How to avoid those unnecessary chase-up calls
    • How to deliver best practice regarding appointments
    • How to prioritise repairs effectively
    • How to identify and respond to dampness in the home
    • How to handle condensation issues.

    Topics will include:

    • Effective communication with the customer – what should we ask?
    • Effective dialogue with other sections, departments and contractor/operatives
    • Exploring a range of common repairs, concentrating on the major trades so staff can be confident in identifying and diagnosing the repair first time
    • Looking at what can go wrong and identifying strategies to overcome the barriers
    • Dampness and condensation issues explored and remedies better understood.

    Who should attend?
    Everyone involved in the repairs service, but particularly those at the front end: contact centre staff, repairs centre managers, contractors and customer inspectors.

    Our trainer

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

    find out more

    Meet At

    Further information

    Price per delegate
    Non-members:

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

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

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

    Cancellations and substitutions:

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

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

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