1. Shared ownership

    Details

    Shared ownership

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

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

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

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

    The course will cover

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

    Who should attend

    Everyone working in shared ownership from development, sales and marketing, management and maintenance. Ideal as a refresher and those new to shared ownership, for housing association and local authority staff.

    Our trainer

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

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

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

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

    This course will also be running in Crewe

    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.

    Autumn training

  2. 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.

    Last few places remaining

    This course will also be running in Leeds and Cardiff.

    find out more

    Meet At

    Further information

    Price per delegate
    Non-members:

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

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

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

    Map and directions: 

    Click here to download directions to the venue

    Cancellations and substitutions:

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

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

    Autumn training

    • Event TypePublic Training - South
    • VenueLondon
    • Start07 Nov 2019 10:00
    • End07 Nov 2019 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 in Birmingham.

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

    find out more

    Meet At

    Further information

    Price per delegate
    Non-members:

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

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

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

    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 - South
    • VenueLondon
    • Start11 Nov 2019 10:00
    • End11 Nov 2019 16:00

    People skills for project managers

    Details

    People skills for project managers

    How to engage and motivate to deliver a better project outcome – a one day workshop.

    People are vital to the success of every project. Without their engagement and buy-in, even the best planned and managed project may not succeed. But the essential skills needed to inspire, motivate and manage the individuals involved are too often neglected and overlooked. Most project management training and literature provides little guidance on how to best work with and influence people involved in your project.

    This course will draw on well researched and proven methods from the fields of project management and organisational development. It will cover the key people skills needed at different stages of the project lifecycle.

    You will leave the day with practical tools and tips you can immediately apply to your project.

    What will delegates learn?

    • Current research on effective motivation and engagement in projects
    • The vital link between strategy and projects
    • The essential skillset of an excellent project manager
    • How to build and motivate your project team
    • Engaging and negotiating with stakeholders
    • Influencing without authority – working with people you don't manage
    • Getting the best out of limited resources and encouraging innovation
    • Communication skills:
      • the importance of communicating across all levels
      • factors which effect communication
      • drawing up a communications plan and
      • creating feedback loops that work.

    Who should attend

    This course is ideal for everyone who already has an understanding of the essentials of project management and who wants to work more effectively with the people on their projects. It is an excellent follow up to the Project Management Bootcamp one day course.

    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 Liverpool, Manchester, London, Newcastle and Cardiff.

    SOLD OUT. To join the waiting list, please email events@hqnetwork.co.uk 

    find out more

    Meet At

    Further information

    Price per delegate
    Non-members:

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

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

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

    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 - South
    • VenueLondon
    • Start14 Nov 2019 10:00
    • End14 Nov 2019 16:00

    Domestic abuse awareness – looking behind closed doors

    Details

    Domestic abuse awareness – looking behind closed doors

    Meeting the needs of domestic abuse victims from a social housing provider perspective

    Reducing or eliminating domestic abuse starts by increasing awareness and improving practice across all sectors. Training frontline staff to systematically enquire, identify and respond to domestic abuse significantly helps in increasing early identification.

    Awareness of domestic abuse is a critical element of the safeguarding responsibilities across the social housing sector. You have a duty of care to ensure you are raising awareness, recognising indicators, recording accurately, referring to appropriate agencies and reporting suspicion and disclosure of concerns to protect individuals from harm, prevent risk and promote welfare.

    Ending domestic abuse involves discussion and you serving as a catalyst. This interactive training course is designed to assist professionals understand domestic abuse, consider your own approach and address the issues and challenges that you face when dealing with those clients who are experiencing domestic abuse.

    What this course covers:

    • Exploring aspects of abuse
    • What do we mean by psychological abuse?
    • Who are the victims?
    • Exploring our own assumptions
    • Increasing frontline staff sensitivity to potential signs of domestic abuse
    • Ensuring an appropriate response when abuse is disclosed
    • Exploring safety issues
    • Ensuring your policies and procedures are robust
    • Approaches to multi-agency working.

    This course is a must for all staff including managers, team leaders and frontline staff, particularly those who work within:

    • Housing management
    • Call centres
    • ASB units and teams
    • Responsive repairs.

    Our trainer

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

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

    This course will also be running in Manchester.

    find out more

    Meet At

    Further information

    Price per delegate
    Non-members:

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

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

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

    Cancellations and substitutions:

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

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

    • Event TypePublic Training - South
    • VenueBristol
    • Start19 Nov 2019 10:00
    • End19 Nov 2019 16:00

    Setting service charges and maximising income – a practical workshop

    Details

    Setting service charges and maximising income – a practical workshop

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

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

    You will understand:

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

    Who should attend?

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

    Our trainer

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

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

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

    What previous delegates have said: 

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

    Last few places remaining

    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 - South
    • VenueLondon
    • Start20 Nov 2019 10:00
    • End20 Nov 2019 16:00

    Tenancy enforcement – nuts and bolts

    Details

    Tenancy enforcement – nuts and bolts

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

    The course will cover:

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

    What you will learn:

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

    Who should attend?

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

    Our trainer

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

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

    find out more

    Meet At

    Further information

    Price per delegate
    Non-members:

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

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

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

    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 - South
    • VenueLondon
    • Start21 Nov 2019 10:00
    • End21 Nov 2019 16:00

    Writing better reports

    Details

    Writing better reports

    Well-written reports deliver information that is: 

    • Concise and clear 
    • Easily understood 
    • Helpful to decision-makers. 

    With practical exercises and examples this course will build on your skills to make you a more confident writer. It will help you to think and plan before you write so you can choose the best style and structure to get your message across. 

    We will cover: 

    • Knowing what you want to say
      Understanding your audience and being clear about your purpose to help you identify your key messages. 
    • Choosing the best tone and structure
      Using your messages to create a logical structure and find the right style for your report. 
    • Presenting information effectively
      Being relentlessly clear is the best way to gain understanding. We will clarify what plain English is and how to use it, as well as how to summarise and use graphs, tables and charts well. 

    Bring a recent report (or one from your to-do list) to reflect on throughout the day. You’ll be able to apply what you learn directly to this example. This will help you to feel confident about putting your new skills to use. 

    Who should attend? 

    Everyone who wants to improve their report writing skills, including leaders, managers and team leaders. 

    Our trainer

    Caroline Oubridge started out making community programmes for BBC local radio before working in press and communications for national charities for over 15 years. She's a strong believer in straightforward communication and now specialises in training and advising organisations on how to explain who they are, what they do and why it matters. Caroline always delivers training that is informative, enjoyable and practical.

    This course will also be running in Bristol, Leeds, Cambridge 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 - South
    • VenueLondon
    • Start26 Nov 2019 10:00
    • End26 Nov 2019 16:00

    Customer journey mapping

    Details

    Customer journey mapping

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

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

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

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

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

    This very practical course will cover:

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

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

    Who should attend?

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

    Our trainer

    Andrew Waite’s experience and support from front line to Board level has supported many organisations in both business and charitable sectors. Andrew was previously CEO at one of the Mencap charities, is currently Chair of Board of Trustees at Barnet Mencap. He was CEO at a Children and Families charity and is a visiting Lecturer at University of Bedfordshire as well as a previous Guest Lecturer at University of Greenwich. He specialises in supporting charities and companies with a social conscience, including those in the housing sector, supporting hard to engage communities and education for people with mental health, learning and physical disabilities.

    Andrew works at a strategic level to sustain and grow organisations along with supporting leadership and management teams to engage their employees and deliver service excellence.

    Andrew’s Membership:  Association of Chairs (AoC), Society for Education and Training (SET) and Gay Professionals Network (GPN).

    National Diversity Award Nominee: Positive Role Model 2013 & Positive Role Model Disability 2016.

    This course will also be running in Manchester.

    find out more

    Meet At

    Further information

    Price per delegate
    Non-members:

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

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

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

    Cancellations and substitutions:

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

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

    • Event TypePublic Training - South
    • VenueLondon
    • Start03 Dec 2019 10:00
    • End03 Dec 2019 16:00

    The amazing workplace

    Details

    The amazing workplace

    What makes a workplace truly amazing? What recognition can you get from being an amazing place to work?

    This course will:

    • Help you to understand the different components of a truly amazing workplace – making work fun through a great culture:
      • From reward and recognition
      • To employee engagement and talent management
      • To learning and development and inspiring leaders
      • To a focus on wellbeing and work/life balance
      • To social activities and above all
    • Look at the recognition available for being an amazing workplace – how to enter and succeed in getting things like Best Companies, Great Place to Work and Investors in People accreditation.

    Delegates will learn to:

    • Identify the different components of an amazing workplace and which of them contribute to potential external recognition
    • Action plan – how to further improve their workplace based on practical, easily applicable tips and tools that could lead to external accreditation.

    Workshop outline

    • What makes an amazing workplace and what are the different components
    • Action planning how to further improve the workplace
    • What external recognition models are there and the respective pros and cons of each.

    Who should attend

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

    Our trainer

    Gary Cookson has held several senior HR roles in 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 active on social media. He also carries out training on a range of topics for HQN.

    This course will also be running in Bristol and Peterborough.

    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 - South
    • VenueBristol
    • Start03 Dec 2019 10:00
    • End03 Dec 2019 16:00

    Void repairs masterclass – avoid empty promises

    Details

    Void repairs masterclass – avoid empty promises

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

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

    This course covers

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

    Who should attend?

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

    Our trainer

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

    find out more

    Meet At

    Further information

    Price per delegate
    Non-members:

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

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

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

    Cancellations and substitutions:

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

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

    • Event TypePublic Training - South
    • VenueLondon
    • Start04 Dec 2019 10:00
    • End04 Dec 2019 16:00

    Unlocking construction – basic techniques for non-technical staff

    Details

    Unlocking construction – basic techniques for non-technical staff

    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 Liverpool, BristolManchester and Newcastle.

    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 - South
    • VenueLondon
    • Start05 Dec 2019 10:00
    • End05 Dec 2019 16:00

    Asset management masterclass

    Details

    Asset management masterclass

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

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

    What the course will cover: 

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

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

    Who should attend? 

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

    Our trainer

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

    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 - South
    • VenueLondon
    • Start05 Dec 2019 10:00
    • End05 Dec 2019 16:00

    Tenancy fraud

    Details

    Tenancy Fraud

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

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

    Delegates will learn about:

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

    Who should attend?

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

    Our trainer

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

    This course will also be running in 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 - South
    • VenueLondon
    • Start10 Dec 2019 10:00
    • End10 Dec 2019 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, substance abuse, suicidal and challenging behaviour – face to face and over the phone

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

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

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

    What the course will cover:

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

    Who should attend?

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

    Our trainer

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

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

    This course will also be running in NewcastleLincoln, Birmingham 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 - South
    • VenueMilton Keynes
    • Start10 Dec 2019 10:00
    • End10 Dec 2019 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 ManchesterNewcastleCambridgeBirmingham 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 - South
    • VenueLondon
    • Start10 Dec 2019 10:00
    • End10 Dec 2019 16:00

    S.20 consultation – asset management and leaseholders

    Details

    S.20 consultation – asset management and leaseholders

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

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

    This one-day course will consider:

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

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

    Who should attend?

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

    Our trainer

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

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

    find out more

    Meet At

    Further information

    Price per delegate
    Non-members:

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

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

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

    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 - South
    • VenueLondon
    • Start11 Dec 2019 10:00
    • End11 Dec 2019 16:00

    Setting service charges and maximising income – a practical workshop

    Details

    Setting service charges and maximising income – a practical workshop

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

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

    You will understand:

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

    Who should attend?

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

    Our trainer

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

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

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

    What previous delegates have said: 

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

    Book now – Last few places remaining

    This course will also be running in Bristol and Manchester.

    find out more

    Meet At

    Further information

    Price per delegate
    Non-members:

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

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

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

    Cancellations and substitutions:

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

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

    • Event TypePublic Training - South
    • VenueLondon
    • Start12 Dec 2019 10:00
    • End12 Dec 2019 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 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 - South
    • VenueLondon
    • Start09 Jan 2020 10:00
    • End09 Jan 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 in Birmingham.

    find out more

    Meet At

    Further information

    Price per delegate
    Non-members:

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

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

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

    Cancellations and substitutions:

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

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

    • Event TypePublic Training - South
    • VenueLondon
    • Start14 Jan 2020 10:00
    • End14 Jan 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 Liverpool 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 - South
    • VenueLondon
    • Start21 Jan 2020 10:00
    • End21 Jan 2020 16:00

    Advanced hoarding – working with hoarders

    Details

    Advanced hoarding

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

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

    This course will:

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

    Who will benefit?

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

    Our trainer

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

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

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

    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 - South
    • VenueBristol
    • Start21 Jan 2020 10:00
    • End21 Jan 2020 16:00

    Unlocking construction – basic techniques for non-technical staff

    Details

    Unlocking construction – basic techniques for non-technical staff

    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 Liverpool, Manchester, London and Newcastle.

    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 - South
    • VenueLondon
    • Start28 Jan 2020 10:00
    • End28 Jan 2020 16:00

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

    Details

    Fire safety for managers working in social housing

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

    It includes:

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

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

    Our trainer

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

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

    This course is also running in Leeds, Manchester and Birmingham.

    find out more

    Meet At

    Further information

    Price per delegate
    Non-members:

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

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

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

    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 - South
    • VenueLondon
    • Start28 Jan 2020 10:00
    • End28 Jan 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 list of 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.

    This course will also be running in York, Manchester, Bristol and Colchester.

    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 - South
    • VenueLondon
    • Start30 Jan 2020 10:00
    • End30 Jan 2020 16:00

    Investigative interviewing masterclass

    Details

    Investigative interviewing masterclass

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

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

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

    This course will cover: 

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

    Who should attend? 

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

    Our trainer

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

    This course will also be running in Newark 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 - South
    • VenueLondon
    • Start04 Feb 2020 10:00
    • End05 Feb 2020 16:00

    Team leader intensive two-day workshop

    Details

    Team leader intensive two-day workshop

    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?

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

    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 Leeds and Birmingham.

    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 - South
    • VenueLondon
    • Start06 Feb 2020 10:00
    • End06 Feb 2020 16:00

    HR for the non-HR specialist

    Details

    HR for the non-HR specialist

    Many HR functions are undertaken by line managers with little specialist HR input. This training gives managers a sound understanding of the law, rights and responsibilities of employees and managers and an appreciation of how to get the best from their staff.

    Many organisations only have a small HR presence, so line managers are increasingly tasked with performing traditional HR functions, but without the professional skills and knowledge that usually accompany this. 

    This course will help:

    • Delegates to understand the basic rights and responsibilities that employers and employees have, and how to operate basic HR and line management processes effectively and efficiently
    • Those with line management responsibilities to have greater confidence in performing basic HR functions and in keeping their team high performing whilst doing the basics of management right.

    Delegates will learn

    • To understand the basic rights and responsibilities of employees and employers and what this means on a practical level for line managers
    • How to ensure the fundamental HR processes they are part of run effectively and efficiently
    • How to motivate, communicate with and manage the performance of their teams using HR processes
    • To feel confident managing processes such as: Recruitment and Selection; Induction; Absence Management; Disciplinary and Grievance; Termination of Employment; and others.

    Workshop outline

    • Basic employment rights and responsibilities
    • Basic HR processes that line managers get involved in and how to manage these
    • Motivational theory and practice
    • Good practice in communicating with individuals and teams
    • Performance Management processes and how to get the best from them
    • Overview of and hints and tips to get the best from: Recruitment and Selection; Induction; Absence Management; Disciplinary and Grievance; Termination of Employment; and others.

    Who should attend

    Anyone who has responsibility for people management in an organisation and wants to do it better without relying on HR to do it for them. Equally, anyone new into an HR role who wishes to learn more about the role of HR and line managers.

    Our trainer

    Gary has held several senior HR roles in 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 active on social media. He also carries out training on a range of topics for HQN.

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

    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 - South
    • VenueLondon
    • Start06 Feb 2020 10:00
    • End06 Feb 2020 16:00

    Values into action – High quality written responses to complaints

    Details

    Values into action – High quality written responses to complaints

    When people complain they want to be heard, understood and dealt with fairly. Responding to complaints is an important task often carried out by people who are not communication specialists.

    This course will help people to think things through from the point of view of the person making the complaint, identify what needs to be included in the response, structure their letter well, and use clear and straightforward language with confidence.

    It will guide participants through the process of writing a high quality plain language response that will meet the needs of the organisation and the customer. A plain language response uses words well, at a level the audience will appreciate, and its tone is human and direct. Overall it's easy to read and designed to deliver information effectively. This type of response can help to maintain a positive relationship with customers: it's a practical way to put your values (and policies) into action.

    Before the course our trainer will get to know your complaints policies and procedures as well as your organisation's values and communication goals.

    She will then read and analyse examples of current responses to complaints. This will enable her to tailor the course to your organisation's needs and clearly explain to participants how to apply the ideas in the course to their own documents.

    Course content

    The course contains many practical exercises and examples to build on participants skills, including how to:

    • Use the active voice and strong verbs
    • Write shorter sentences that deliver more
    • Get rid of waffle and jargon
    • Empathise and apologise well
    • Develop a letter structure that works.

    Who should attend?

    Everyone who wants to improve the quality of their written responses to complaints including managers, team leaders and executives.

    Our trainer

    Caroline Oubridge started out making community programmes for BBC local radio before working in press and communications for national charities for over 15 years. She's a strong believer in straightforward communication and now specialises in training and advising organisations on how to explain who they are, what they do and why it matters. Caroline always delivers training that is informative, enjoyable and practical.

    This course will also be running in BirminghamCardiff, Newcastle and Liverpool.

    find out more

    Meet At

    Further information

    Price per delegate
    Non-members:

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

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

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

    Cancellations and substitutions:

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

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

    • Event TypePublic Training - South
    • VenueLondon
    • Start11 Feb 2020 10:00
    • End11 Feb 2020 16:00

    Working effectively with hoarders

    Details

    Working effectively with hoarders

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

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

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

    You will learn:

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

    Who should attend?

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

    Our trainer

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

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

    This course will also be running in Peterborough 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.

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Did you know that all our training courses can be run in-house at your offices? We also offer bespoke training to suit your requirements. For more information, please email Anna Pattison at anna.pattison@hqnetwork.co.uk