• Event TypePublic Training - North
    • VenueNewcastle
    • Start21 Apr 2020 10:00
    • End21 Apr 2020 16:00

    Possession proceedings in the County Court

    Details

    Possession proceedings in the County Court

    This training has been postponed and will now be held on 10 September 2020.

    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.

    This course will also be running on 13 August, 10 September6 October, 5 November and 9 December 2020.

    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 TypePublic Training - North
    • VenueEdinburgh
    • Start21 May 2020 10:00
    • End21 May 2020 16:00

    Rent first – negotiation and debt collection workshop

    Details

    Rent first

    This training has been postponed and a new date will be announced soon.

    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.

    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 TypePublic Training - North
    • VenueNewcastle
    • Start28 May 2020 10:00
    • End28 May 2020 16:00

    S.20 consultation – asset management and leaseholders

    Details

    S.20 consultation – asset management and leaseholders

    This training has been postponed and will now be held on 22 July 2020.

    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.

    This course will also be running on 18 June, 11 August, 1 October, 10 November and 1 December 2020.

    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 TypePublic Training - North
    • VenueManchester
    • Start04 Aug 2020 10:00
    • End04 Aug 2020 16:00

    Introduction to social housing

    Details

    Introduction to social housing

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

    Key elements of the training include:

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

    Who should attend?

    All 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 BirminghamNewcastleCambridge and London.

    find out more

    Meet At

    Further information

    Price per delegate
    Non-members:

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

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

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

    Cancellations and substitutions:

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

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

    • Event TypePublic Training - North
    • VenueManchester
    • Start13 Aug 2020 10:00
    • End13 Aug 2020 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.

    This course will also be running on 10 September6 October5 November and 9 December 2020.

    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 TypePublic Training - North
    • VenueManchester
    • Start02 Sep 2020 10:00
    • End02 Sep 2020 16:00

    Introduction to leases and recovery of service charges

    Details

    Introduction to leases and recovery of service charges

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

    This course will cover: 

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

    What will you learn? 

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

    Who should attend? 

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

    Our trainer

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

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

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

    This course will also be running on 10 June27 August27 October and 5 November 2020.

    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.

  1. Void repairs masterclass – avoid empty promises

    Details

    Void repairs masterclass

    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.

    Sold out

    This course will also be running in Manchester.

    find out more

    Meet At

    Further information

    Price per delegate
    Non-members:

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

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

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

    Map and directions:

    Download map and directions 

    Cancellations and substitutions:

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

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

    • Event TypePublic Training - North
    • VenueManchester
    • Start09 Sep 2020 10:00
    • End09 Sep 2020 16:00

    The move to UC – plan to get it right

    Details

    The move to UC

    The managed migration of claims from the legacy system is the next stage of Universal Credit rollout. 

    This will be a huge logistical task – contacting millions of people who may be receiving up to four different benefits, administered by three different agencies. And collecting all the additional information which may be needed to process claims. All this in order to ensure that legacy benefits are terminated seamlessly and do not leave clients without money, or overpayments.

    The Universal Credit managed migration pilot gives us time to get ready for the challenges ahead.

    DWP have expressed a strong commitment to working with social landlords as partners in a more formal role.

    • What will that partnership mean for landlords?
    • What are the key operational considerations for landlords?
    • What do landlords need to do to prepare effectively and make the best use of time and resources?

    This course has been designed especially for this next most critical stage of the move to UC.

    It will help you plan so that both your clients and staff are suitably prepared and ready to cope with the many challenges ahead.

    Delegates will leave with a practical  ‘to do list’ covering everything from payment analysis to communication plans through to triaging clients.

    This one day course will cover:

    • Predicting who is going to be affected and when – the different ways your clients can move to UC
    • Transitional Protection – who will/will not be financially protected and why this may fall short of the actual loss, when it stops, how rent increases will erode it
    • Examining the Pilot – the DWP ‘tests’ they have set themselves, what’s in place for vulnerable clients and the ‘Who Knows Me’ initiative
    • Understanding the key threats to you/your clients – the processes of moving on to UC for your client, who might drop out of the process due to lack of support, debt etc
    • Barriers and impact – what the biggest challenges for your client will be in claiming UC and how these can be addressed
    • Avoiding crisis management – what you can do in advance to prepare and minimise risk to protect:
      • rents 
      • homelessness
    • Planning, prioritising and resourcing – how to identify those tenants that will be most at risk and may require additional support.

    Our trainer

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

    find out more

    Meet At

    Further information

    Price per delegate
    Non-members:

    1 delegate: £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 TypePublic Training - North
    • VenueNewcastle
    • Start10 Sep 2020 10:00
    • End10 Sep 2020 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.

    This course will also be running on 13 August6 October5 November and 9 December 2020.

    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 TypePublic Training - North
    • VenueManchester
    • Start16 Sep 2020 10:00
    • End16 Sep 2020 16:00

    Managing an agile workforce

    Details

    Managing an agile workforce

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

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

    By attending this programme you will learn…

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

    Who should attend?

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

    Our trainer

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

    This course will also be running on 8 July and 12 August 2020.

    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 TypePublic Training - North
    • VenueNewcastle
    • Start17 Sep 2020 10:00
    • End17 Sep 2020 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
    • Identifying and engaging stakeholders
    • Communication for results
    • Outlining project scope and producing a plan
    • Scheduling, monitoring and reporting
    • Risk and issue management – and what to do when things go wrong
    • Managing changes 
    • How to successfully conclude a project.

    Who should attend? 

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

    Our trainer

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

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

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

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

    find out more

    Meet At

    Further information

    Price per delegate:
    Non-members:

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

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

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

    Cancellations and substitutions:

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

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

    • Event TypePublic Training - North
    • VenueManchester
    • Start22 Sep 2020 10:00
    • End22 Sep 2020 16:00

    Property and site inspection for non-technical staff

    Details

    Property and site inspection for non-technical staff

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

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

    What the course covers:

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

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

    Delegates will learn how to:

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

    Who should attend?

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

    Our trainer

    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 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 TypePublic Training - North
    • VenueManchester
    • Start23 Sep 2020 10:00
    • End23 Sep 2020 16:00

    Social media for organisations

    Details

    Social media for organisations

    Learn how organisations can use social media to deliver services, engage with customers and employees, and use social media to enhance the effectiveness of what they do. 

    This course will… 

    Help you to utilise existing social media to get the best from it whilst managing any associated risks, and help you to get your leaders and others in the organisation embracing and using social media. It will also help you to develop an action plan for launching and improving social media use within your organisation. 

    Delegates will learn to… 

    • Understand social media and its potential uses for organisations 
    • Examine the risks associated with social media and plan how to overcome them 
    • Understand the impact of social media on organisational brand and plan how to improve this 
    • Use social media for customer engagement 
    • Use social media for both customer and employee engagement 
    • Design content for social media inside and outside the organisation. 

    Who should attend 

    HR/OD/L&D professionals, communications professionals, customer-facing staff, anyone with line management responsibility, senior leaders. 

    Our trainer

    Gary Cookson has held several senior HR roles across various sectors, including 12 years in housing. He has delivered CIPD, ILM and CIH programmes for many years. He speaks regularly at conferences about leadership and HR, and is a social media expert.

    This course will also be running in LondonCardiff 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 TypePublic Training - North
    • VenueNewcastle
    • Start24 Sep 2020 10:00
    • End24 Sep 2020 16:00

    Communal area and block inspections – what you need to know

    Details

    Communal area and block inspections

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

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

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

    Aims and objectives:

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

    Our trainer

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

    This course will also be running in Manchester and London.

    find out more

    Meet At

    Further information

    Price per delegate
    Non-members:

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

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

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

    Cancellations and substitutions:

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

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

    • Event TypePublic Training - North
    • VenueYork
    • Start29 Sep 2020 10:00
    • End30 Sep 2020 16:00

    Team leader and manager refresher two-day workshop

    Details

    Team leader and manager refresher

    Team leaders play a crucial role in organisations. It can be a complex and challenging one. The team leader role requires tact, problem solving and talent management, all delivered in a confident and efficient manner.

    We’ve developed a participative workshop which focuses on the task of balancing the relationship between teams and management.

    This workshop takes a detailed look at what team leaders require in terms of skills, knowledge and personal abilities to be the best they can be. It also provides an opportunity to explore the ‘obstacles’ which could prevent team leaders performing to their full potential. It will equip delegates with practical tools and techniques they can put into practice immediately.

    By attending this course delegates will develop the skills, knowledge and abilities to be a competent team leader. You will:

    • Draw up a road map to help you focus on how to be successful in your role
    • Become equipped to work out what your opportunities and challenges are as a manager
    • Explore how you lead and understand what your leadership style is
    • Learn about and understand how to use the concept of situational leadership
    • Understand the importance of developing your team.

    The workshop will be run over two days

    Day one content:

    • Unpacking team leadership – the skills and tasks involved
    • Role modelling team leader roles, exploring the impact of different models on your teams
    • You as a team leader – self auditing and skills profiling
    • Emotional intelligence in team leadership
    • Team leadership styles
    • Situational leadership.

    Day two content:

    • Managing conflict as a team leader
    • Problem solving and decision making
    • Leading your teams through organisational change
    • Team building and developing your staff – motivation tips and tools
    • Managing performance as a team leader, with a focus on effective delegation
    • Explore the value of role modelling positive workplace behaviours
    • Enhance their range of communication skills, and knowledge of how to use them
    • Focus on motivational and coaching style management techniques – getting the best from teams
    • Find out how to self-audit, to appreciate their strengths and develop themselves
    • Understand how to link objectives to performance.

    Who should attend?

    Team leaders and managers needing a boost or a skill refresh.

    Our trainer

    Jo Carr works as an independent leadership and management coach, trainer and consultant in the health, social care and social housing sectors. Before 2013, Jo spent 25 years in management roles in social housing and the voluntary sector.  

    Jo is a lifelong learning qualified trainer, and an ILM qualified management and mentoring coach, and she also has a flair for bringing her learning and perspective from her background to help her clients find solutions for their pressure points.   

    Jo uses a flexible and eclectic mix of products and models in her work, from NLP to Situational leadership – with the focus on the client audience developing their ability through increased confidence and capacity. She is also an accredited Belbin team roles facilitator. Jo is a very skilled communicator, with an intuitive approach to working with her audience – and this is borne out in her range of delivery methods as a coach and trainer.

    This course will also be running in London.

    find out more

    Meet At

    Further information

    Delegate fees:
    Non-members: £500.00 *
    Members of any HQN network: £450.00 *

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

    Cancellations and substitutions:

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

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

    • Event TypePublic Training - North
    • VenueManchester
    • Start29 Sep 2020 10:00
    • End29 Sep 2020 16:00

    Tenancy management – the essential guide for housing officers

    Details

    Tenancy management – the essential guide for housing officers

    Are you new to the field of housing and wondering what your job will involve? Have you been a housing officer for a while and would like to know that you are dealing with tenancy management issues effectively? If so, then this is the course for you! 

    Housing officers have a challenging role, dealing with different issues every day. This course is your survival manual for making sure you are confident that you are supporting your tenants when you should and using enforcement when it is necessary.

    What will delegates learn?

    • How to effectively deal with tenancy management issues
    • Practical skills to support tenants who need help in managing their tenancy
    • Techniques to investigate tenancy issues
    • Confidence that when enforcement is necessary, you will have done all you can.

    This course will cover:

    • Real issues faced by housing officers
    • Provide real solutions to help you carry out your job
    • Untidy gardens
    • Abandoned vehicles
    • How to tackle no access cases
    • Succession
    • Assignments
    • Changes to the tenancy agreement – joint to sole and sole to joint
    • How to deal with abandonment
    • When to support and when to enforce
    • Practical advice
    • Case studies to practice real scenarios.

    Who should attend?

    Housing officers who are new to the role and those who want more confidence tackling tenancy management issues in a social housing context.

    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. 

    This course will also be running in NewcastleCardiff and London.

    find out more

    Meet At

    Further information

    Price per delegate
    Non-members:

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

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

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

    Cancellations and substitutions:

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

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

    • Event TypePublic Training - North
    • VenueManchester
    • Start06 Oct 2020 10:00
    • End06 Oct 2020 16:00

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

    Details

    Condensation, damp and mould

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

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

    What will you learn?

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

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

    Who will benefit?

    Housing officers, maintenance and technical officers, property inspectors, home visitors, estate-based staff such as caretakers and neighbourhood officers, together with all customer-facing teams and their team leaders.

    Our trainer

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

    This course will also be running on 3 June15 September and 10 November 2020.

    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 TypePublic Training - North
    • VenueChester
    • Start13 Oct 2020 10:00
    • End13 Oct 2020 16:00

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

    Details

    Dealing with mental health issues

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

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

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

    What the course will cover:

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

    Who should attend?

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

    Our trainer

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

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

    This course will also be running on 21 May10 June26 August19 November and 2 December 2020.

    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 TypePublic Training - North
    • VenueNewcastle
    • Start13 Oct 2020 10:00
    • End13 Oct 2020 16:00

    Introduction to social housing

    Details

    Introduction to social housing

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

    Key elements of the training include:

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

    Who should attend?

    All 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 Manchester, BirminghamCambridge and London.

    find out more

    Meet At

    Further information

    Price per delegate
    Non-members:

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

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

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

    Cancellations and substitutions:

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

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

    • Event TypePublic Training - North
    • VenueManchester
    • Start15 Oct 2020 10:00
    • End15 Oct 2020 16:00

    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. 

    This course will also be running on 15 September and 26 November 2020.

    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 TypePublic Training - North
    • VenueLiverpool
    • Start20 Oct 2020 10:00
    • End20 Oct 2020 16:00

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

    Details

    Repairs diagnostic questioning

    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 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 TypePublic Training - North
    • VenueNewcastle
    • Start20 Oct 2020 10:00
    • End20 Oct 2020 16:00

    Tenancy management – the essential guide for housing officers

    Details

    Tenancy management – the essential guide for housing officers

    Are you new to the field of housing and wondering what your job will involve? Have you been a housing officer for a while and would like to know that you are dealing with tenancy management issues effectively? If so, then this is the course for you! 

    Housing officers have a challenging role, dealing with different issues every day. This course is your survival manual for making sure you are confident that you are supporting your tenants when you should and using enforcement when it is necessary.

    What will delegates learn?

    • How to effectively deal with tenancy management issues
    • Practical skills to support tenants who need help in managing their tenancy
    • Techniques to investigate tenancy issues
    • Confidence that when enforcement is necessary, you will have done all you can.

    This course will cover:

    • Real issues faced by housing officers
    • Provide real solutions to help you carry out your job
    • Untidy gardens
    • Abandoned vehicles
    • How to tackle no access cases
    • Succession
    • Assignments
    • Changes to the tenancy agreement – joint to sole and sole to joint
    • How to deal with abandonment
    • When to support and when to enforce
    • Practical advice
    • Case studies to practice real scenarios.

    Who should attend?

    Housing officers who are new to the role and those who want more confidence tackling tenancy management issues in a social housing context.

    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. 

    This course will also be running in ManchesterCardiff and London.

    find out more

    Meet At

    Further information

    Price per delegate
    Non-members:

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

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

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

    Cancellations and substitutions:

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

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

    • Event TypePublic Training - North
    • VenueManchester
    • Start20 Oct 2020 10:00
    • End20 Oct 2020 16:00

    Using nudge theory to engage customers

    Details

    Using nudge theory to engage customers

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

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

    Delegates will:

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

    Who should attend?

    All staff can benefit from an awareness of and an ability to apply nudge theory. Housing management, care and support, repairs, and contact centre staff will all benefit from this course. Suitable for frontline staff as well as managers and directors who have a strategic role.

    Our trainer

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

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

    This course will also be running in London.

    find out more

    Meet At

    Further information

    Price per delegate
    Non-members:

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

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

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

    Cancellations and substitutions:

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

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

    • Event TypePublic Training - North
    • VenueManchester
    • Start21 Oct 2020 10:00
    • End21 Oct 2020 16:00

    Team leader and manager refresher

    Details

    Team leader and manager refresher

    Team leaders play a crucial role in organisations. It can also be a complex and challenging role, and this participative workshop will focus on the task of balancing the relationship between teams and management.

    The team leader role requires tact, problem solving and talent management, all delivered in a confident and efficient manner.

    This workshop takes a detailed look at what team leaders require in terms of skills, knowledge and personal abilities to be the best they can be. It also provides an opportunity to explore the ‘obstacles’ which could prevent team leaders performing to their full potential.

    By attending this course team leaders will:

    • Explore the value of role modelling positive workplace behaviours
    • Enhance their range of communication skills, and knowledge of how to use them
    • Focus on motivational and coaching style management techniques – getting the best from teams
    • Find out how to self-audit, to appreciate their strengths and develop themselves
    • Understand how to link objectives to performance.

    Course outline:

    Our one-day ‘intensive’ will equip your team leaders with practical tools and techniques they can put into practice immediately.

    • Soft skills and hard skills – learning the best of development and technical theory for team leading
    • Building team trust – tools and practical application
    • Understanding performance management approaches
    • Motivating and coaching methods and the value for a team leader.

    Who should attend?

    New team leaders, people aspiring to be a team leader and experienced team leaders who need a boost.

    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.

    What previous delegates have said: 

    • "Very engaging session, time whizzed by" – Metropolitan Housing Trust
    • "Great trainer, loved her enthusiasm and presentation skills, very friendly and informative" – Camden London Borough
    • "The course was very good" – Bracknell Forest Borough Council

    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 TypePublic Training - North
    • VenueManchester
    • Start22 Oct 2020 10:00
    • End22 Oct 2020 16:00

    Communal area and block inspections – what you need to know

    Details

    Communal area and block inspections

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

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

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

    Aims and objectives:

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

    Our trainer

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

    This course will also be running in Newcastle and London.

    find out more

    Meet At

    Further information

    Price per delegate
    Non-members:

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

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

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

    Cancellations and substitutions:

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

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

    • Event TypePublic Training - North
    • VenueNewcastle
    • Start27 Oct 2020 10:00
    • End27 Oct 2020 16:00

    Introduction to leases and recovery of service charges

    Details

    Introduction to leases and recovery of service charges

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

    This course will cover: 

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

    What will you learn? 

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

    Who should attend? 

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

    Our trainer

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

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

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

    This course will also be running on 10 June27 August2 September and 5 November 2020.

    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 TypePublic Training - North
    • VenueManchester
    • Start03 Nov 2020 10:00
    • End03 Nov 2020 16:00

    The essentials of housing association finance – for non-finance experts and those new to the sector

    Details

    The essentials of housing association finance

    Housing finance can be tricky to get to grips with. Whilst the basic financial principles are similar to other sectors there are particular issues that all managers need to be aware of and understand.

    This one day course covers everything you need to know about housing association finance.  Explained in straightforward language, it's geared to all operational managers. 

    This course provides a good foundation for managers wanting to improve their financial understanding.

    Sessions will cover:

    • Sources of income
    • Capital and revenue expenditure
    • Development appraisals
    • Budgeting and business planning including covenants
    • VfM
    • Risk
    • Management accounts
    • Financial statements
    • How the regulator monitors RPs' finances
    • Other key stakeholders.

    What will delegates learn?

    • Financial principles underlying social housing and housing associations
    • Financial terms explained
    • Key diary dates, regulatory requirements and obligations – and the implications for operational managers
    • What to consider when putting a budget together
    • How to read and interpret management accounts and the financial statements.

    Who should attend?

    Essential for all managers, regardless of service area, wanting to improve their understanding of finance. Ideal for those new in post, new to the sector as well as everyone wanting to refresh their knowledge.

    Our trainer

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

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

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

    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 TypePublic Training - North
    • VenueManchester
    • Start03 Nov 2020 10:00
    • End03 Nov 2020 16:00

    Unlocking construction – basic techniques for non-technical staff

    Details

    Unlocking construction

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

    What will delegates learn? 

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

    This course will cover: 

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

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

    Specific to each trade, delegates will be able to: 

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

    Who should attend? 

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

    Our trainer

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

    What previous delegates have said: 

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

    This course will also be running in CardiffBirmingham and London.

    find out more

    Meet At

    Further information

    Price per delegate
    Non-members:

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

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

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

    Cancellations and substitutions:

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

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

    • Event TypePublic Training - North
    • VenueLiverpool
    • Start04 Nov 2020 10:00
    • End04 Nov 2020 16:00

    Managing for the first time – team leader and managers

    Details

    Managing for the first time

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

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

    By attending this course, you will: 

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

    Course outline 

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

    Who should attend? 

    This course is ideal for aspiring or new managers. 

    Our trainer

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

    This course will also be running in Birmingham and London.

    find out more

    Meet At

    Further information

    Price per delegate
    Non-members:

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

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

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

    Cancellations and substitutions:

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

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

    • Event TypePublic Training - North
    • VenueManchester
    • Start05 Nov 2020 10:00
    • End05 Nov 2020 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.

    This course will also be running on 13 August10 September6 October and 9 December 2020.

    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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Did you know that all our training courses can be run in-house at your offices? Train up to 16 people for one price and make your training budget go further.
We also offer bespoke training to suit your requirements. For more information, please email Anna Pattison at anna.pattison@hqnetwork.co.uk