Public training

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

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    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start28 Sep 2020 10:00
    • End28 Sep 2020 16:00

    Housing management law update

    Details

    Housing management law update

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

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

    You will learn

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

    Who should attend?

    Intermediate   Advanced

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

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

    Our trainer

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

    Sold out

    This course will also be running on 25 November 2020.

    find out more

    Meet At

    Further information

    Fees
    Price per delegate

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

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

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

                                        

    Key to who should attend:

    Basic/refresher
    Refresher/Basic

    Intermediate
    Intermediate

    Advanced
    Advanced

    All
    Suitable for staff of all levels

                                        

    Dates
    Alternative dates

    25 November 2020

                                        

    This course will be particularly relevant to members of:

    Housing quality network
    The Housing Quality Network

                                        

    Cancellations
    Cancellations and substitutions:

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

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

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start28 Sep 2020 14:00
    • End28 Sep 2020 15:30

    Fire safety toolbox – session four: Fire safety equipment

    Details

    Fire safety equipment

    British Standards requirements, frequencies for servicing and maintenance and other key information.

    This webinar will take you through the various elements of fire safety equipment, both passive and active systems, and how they interact with each other. You will understand the legal requirement for maintenance identified within the relevant British Standards; includes fire alarms, emergency lighting, AOVs, dry risers, lightning conductors and more.

     

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

    Fire safety on construction sites – 5 October 2020

     

    Who should attend?

    Refresher/Basic   Intermediate

    Our trainer

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

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

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

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

    Last few places remaining

    find out more

    Meet At

    Further information

    Fees
    Price per delegate

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

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

                                        

    Key to who should attend:

    Basic/refresher
    Refresher/Basic

    Intermediate
    Intermediate

    Advanced
    Advanced

    All
    Suitable for staff of all levels

                                        

    This course will be particularly relevant to members of:

    Health and Safety Network
    The Health and Safety Network

                                        

    Cancellations
    Cancellations and substitutions:

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

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

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start29 Sep 2020 10:00
    • End29 Sep 2020 15:00

    Managing conflict, confrontation and challenging behaviour

    Details

    Managing conflict, confrontation and challenging behaviour

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

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

    By attending this course, you will:

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

    Course outline

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

    Who should attend?

    All

    Everyone who manages people.

    Our trainer

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

    Sold out

    This course will also be running on 8 December 2020.

    find out more

    Meet At

    Further information

    Fees
    Price per delegate

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

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

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

                                        

    Key to who should attend:

    Basic/refresher
    Refresher/Basic

    Intermediate
    Intermediate

    Advanced
    Advanced

    All
    Suitable for staff of all levels

                                        

    Dates
    Alternative dates

    8 December 2020

                                        

    This course will be particularly relevant to members of:

    Housing quality network
    The Housing Quality Network

                                        

    Cancellations
    Cancellations and substitutions:

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

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

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start01 Oct 2020 10:00
    • End01 Oct 2020 15:30

    Professional boundaries

    Details

    Professional boundaries

    Are your staff able to operate within clear, professional boundaries? Do they understand the risks of ‘crossing’ those boundaries? Are they able to find the right balance between ‘compassion’ and maintaining a professional distance?

    If these questions have started you thinking, then this course is for you and your staff.

    If your organisation is to deliver a high quality, professional service, clear boundaries are essential. Professional boundaries outline an effective and appropriate interaction between housing professionals and their customers. The ‘boundaries’ exist to protect both parties. Staff must understand the nature and limits of their roles and be able to recognise ‘grey areas’, where they may be at ‘risk’ of crossing the line.

    Using helpful and relevant scenarios and best practice examples this course will enable staff to define the ‘limits’ of their roles and understand the need for, and benefits of, clear, professional boundaries.

    Course content

    • Codes of conduct and why we need them
    • The legal and regulatory requirements for a code of conduct and professional boundaries
    • The limits of clear professional boundaries
    • The customer/worker relationship in this context
    • How to recognise ‘grey areas’ where professional boundaries are at risk of being crossed, and the associated risks
    • Good practice that can be implemented in the workplace.

    Who should attend?

    All

    All housing staff and their managers.

    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.

    Sold out

    find out more

    Meet At

    Further information

    Fees
    Price per delegate

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

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

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

                                        

    Key to who should attend:

    Basic/refresher
    Refresher/Basic

    Intermediate
    Intermediate

    Advanced
    Advanced

    All
    Suitable for staff of all levels

                                        

    This course will be particularly relevant to members of:

    Equality and Diversity
    The Equality and Diversity Network

                                        

    Cancellations
    Cancellations and substitutions:

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

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

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start01 Oct 2020 10:00
    • End01 Oct 2020 13:00

    Customer service – making the most of your telephone and digital interactions

    Details

    Customer service – making the most of your telephone and digital interactions

    Covid-19 has made us all rely far more on telephone and digital interactions than ever before – it's time to brush up on our skills.

    This interactive training session (run as a virtual classroom) will give delegates the skills to deliver exceptional customer service over the telephone or through social media and digital communications such as web chats and email.

    Focusing on the customer experience the training is split into five interrelated sections to build delegates’ appreciation and understanding of customer service in a social housing setting:

    • The customer experience
    • Structuring calls and digital interactions
    • Call handling techniques
    • Managing challenging situations
    • Digitised customer service.

    We start by exploring the importance of customer experience, and how this relates to the housing sector where an unhappy customer cannot as easily exercise their choice and switch provider.

    We then consider the structure and best practice of call handling and responding to digital requests, including hints and tips, do's and don'ts and the essential skills required to deliver an exceptional customer experience.

    Sometimes conversations (telephone or digital) don't go the way a customer expects – handling these situations can be challenging, so we have dedicated a section to managing these more demanding situations, including how to give negative messages (saying no) to customer requests in a positive way.

    This is followed up with an opportunity to consider some real-life case studies and, work together using the best practice learnt, to resolve the queries and learn from others.

    Finally, you'll learn about the emerging science behind digital and social media queries and how to translate this into practical and modern approaches, delivering the very best customer service through digital interactions.

    Who should attend?

    Refresher/Basic   Intermediate  

    Anyone with responsibility for dealing with customers over the telephone or digitally. This training is particularly useful for staff who work in a contact centre type environment and for everyone currently working in the “virtual” world.

    Our trainer

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

    find out more

    Meet At

    Further information

    Fees
    Price per delegate

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

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

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

                                        

    Key to who should attend:

    Basic/refresher
    Refresher/Basic

    Intermediate
    Intermediate

    Advanced
    Advanced

    All
    Suitable for staff of all levels

                                        

    This course will be particularly relevant to members of:

    Housing quality network
    The Housing Quality Network

                                        

    Cancellations
    Cancellations and substitutions:

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

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

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start01 Oct 2020 10:00
    • End02 Oct 2020 13:00

    Rent First: Positive conversations to maximise income, help people and prevent homelessness

    Details

    Rent First: Positive conversations to maximise income, help people and prevent homelessness

    Landlords and customers are having to adjust to the many changes arising from Covid-19 and the “new normal”.

    This virtual workshop – delivered over Zoom on two consecutive mornings (10.00am to 13.00pm) – explores the new challenges for housing providers working hard to maximise income and support customers. Some customers will be new to claiming benefits, others will be facing greater financial pressures as a result of lockdown and social distancing, many will be vulnerable and need extra support.

    The practical workshop will examine the skills that are needed for any negotiating situation bringing together proven techniques and strategies for effective negotiation, motivational interviewing and debt management.

    Although focused on housing income management, the tips and techniques are fully transferable to other areas of work as well as participants’ personal lives.

    Why “Rent First?”

    When our financial circumstances change, one of the most pressing concerns is how to meet our housing costs. This is true for most social housing tenants.

    “Rent first” is not about landlords taking an unduly hard line with tenants but simply reflects that this is a high priority for both parties and the starting point for positive conversations.

    What will delegates learn?

    These workshops will boost participants’ knowledge and confidence in:

    • Initiating and managing positive conversations
    • Instilling a payment culture with empathy
    • Handling objections assertively and engaging customers in finding solutions
    • Negotiating payment plans and motivating changes in payment behaviours
    • Helping customers to pay on time and to manage their accounts successfully.

    At the end of the workshop, participants will be able to:

    • Apply a motivational, solution-based negotiation framework
    • Know their preferred negotiating style and how each style influences outcomes.
    • Prepare effectively for discussing debt with customers
    • Gain confidence in initiating a discussion regarding debt
    • Apply practical frameworks and core skills to handle calls effectively and efficiently
    • Handle payment objections empathetically but assertively
    • Guide customers through sensitive and challenging discussions
    • Manage situations where customers present mental health issues, based on the latest expert guidance.

    Put simply, applying these skills in practice will help your customers, boost your income and prevent homelessness.

    Timings        

    This online workshop is delivered via Zoom, over two days.

    The timings for each day are:
    10.00am to 13.00pm (break 11.20am to 11.40am)

    Who should attend?

    All

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

    Our trainer

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

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

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

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

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

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

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

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

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

    find out more

    Meet At

    Further information

    Fees
    Price per delegate

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

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

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

                                        

    Key to who should attend:

    Basic/refresher
    Refresher/Basic

    Intermediate
    Intermediate

    Advanced
    Advanced

    All
    Suitable for staff of all levels

                                        

    This course will be particularly relevant to members of:

    Rent Income Excellence Network
    The Rent Income Excellence Network

                                        

    Cancellations
    Cancellations and substitutions:

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

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

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

    Managing remotely – how to lead your team brilliantly

    Details

    Managing remotely – how to lead your team brilliantly

    The session is geared specifically to teams who will be managing some or all of their team remotely.

    How do you manage a person or team eectively when you don’t physically see them often? This is particularly difficult if the team is suddenly dispersed. This session will cover the essentials and allow you to think about how the dynamic of a team changes when people don’t all sit in the same physical space.

    How do you as a leader manage this, keep people resilient and productive and support a strong sense of team? There will be practical advice on adapting your communication style to reassure and keep the team focused.

    What the session will cover

    • How to instil a strong sense of team purpose and why this is key to motivation
    • How to keep your team focused and agree the core priorities
    • Tips and techniques to run remote meetings brilliantly so everyone can contribute
    • The kinds of distance issues to consider – physical, operational and affinity
    • Why trust is fundamental and how to develop it
    • The five questions you need to know the answer to and talk to your team about
    • How to hold individuals to account and motivate to deliver
    • How to help your team manage their anxiety, and keep up resilience.

    Who should attend?

    Intermediate   Advanced

    Anyone who leads teams based in different locations, or staff that work from home.

    Our trainer

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

    Sold out

    find out more

    Meet At

    Further information

    Fees
    Price per delegate

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

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

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

                                        

    Key to who should attend:

    Basic/refresher
    Refresher/Basic

    Intermediate
    Intermediate

    Advanced
    Advanced

    All
    Suitable for staff of all levels

                                        

    This course will be particularly relevant to members of:

    Housing quality network
    The Housing Quality Network

                                        

    Cancellations
    Cancellations and substitutions:

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

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

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start05 Oct 2020 10:00
    • End05 Oct 2020 13:00

    A practical workshop on nudge theory

    Details

    A practical workshop on nudge theory

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

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

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

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

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

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

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

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

    Who should attend?

    All

    Anyone with operational responsibilities such as:

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

    Our trainer

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

    find out more

    Meet At

    Further information

    Fees
    Price per delegate

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

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

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

                                        

    Key to who should attend:

    Basic/refresher
    Refresher/Basic

    Intermediate
    Intermediate

    Advanced
    Advanced

    All
    Suitable for staff of all levels

                                        

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

                                        

    Cancellations
    Cancellations and substitutions:

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

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

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start05 Oct 2020 14:00
    • End05 Oct 2020 15:30

    Fire safety toolbox – session five: Fire safety on construction sites

    Details

    Fire safety on construction sites

    Key considerations for when they are closed. 

    This webinar will run through the key points of what you should be doing, as an organisation, in respect to the fire safety management on sites where timber framed buildings are being constructed; we will also consider any additional measures during close-down of sites at this time of coronavirus.

     

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

    Fire safety equipment – 28 September 2020

     

    Who should attend?

    Refresher/Basic   Intermediate

    Our trainer

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

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

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

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

    find out more

    Meet At

    Further information

    Fees
    Price per delegate

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

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

                                        

    Key to who should attend:

    Basic/refresher
    Refresher/Basic

    Intermediate
    Intermediate

    Advanced
    Advanced

    All
    Suitable for staff of all levels

                                        

    This course will be particularly relevant to members of:

    Health and Safety Network
    The Health and Safety Network

                                        

    Cancellations
    Cancellations and substitutions:

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

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

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start07 Oct 2020 09:30
    • End07 Oct 2020 15:00

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

    Details

    S.20 consultation

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

    This one-day course will cover:

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

    Who should attend?

    Intermediate   Advanced

    All officers with responsibility for:

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

    Our trainer

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

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

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

    This course will also be running on 1 December 2020.

    find out more

    Meet At

    Further information

    Fees
    Price per delegate

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

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

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

                                        

    Key to who should attend:

    Basic/refresher
    Refresher/Basic

    Intermediate
    Intermediate

    Advanced
    Advanced

    All
    Suitable for staff of all levels

                                        

    Dates
    Alternative dates

    1 December 2020

                                        

    This course will be particularly relevant to members of:

    Leasehold Network
    The Leasehold Network

                                        

    Cancellations
    Cancellations and substitutions:

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

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

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start08 Oct 2020 09:30
    • End08 Oct 2020 15:00

    Advanced hoarding – working with hoarders

    Details

    Advanced hoarding

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

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

    This course will:

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

    Who should attend?

    Intermediate   Advanced

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

    Our trainer

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

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

    This course will also be running on 11 November 2020.

    find out more

    Meet At

    Further information

    Fees
    Price per delegate

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

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

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

                                        

    Key to who should attend:

    Basic/refresher
    Refresher/Basic

    Intermediate
    Intermediate

    Advanced
    Advanced

    All
    Suitable for staff of all levels

                                        

    Dates
    Alternative dates

    11 November 2020

                                        

    This course will be particularly relevant to members of:

    Housing Management Network
    The Housing Management Network

    Residents Network
    The Residents' Network

                                        

    Cancellations
    Cancellations and substitutions:

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

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

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

    Having difficult conversations – handle them well, be more effective

    Details

    Having difficult conversations – handle them well, be more effective

    At work, at home difficult conversations are attempted or avoided every day.

    Not having those hard conversations impacts everything – most of the time we don’t see the full extent of the damage. There is a tremendous unaccounted business impact of avoiding the difficult conversations.

    Giving a critical performance review. Saying no to someone in need. Confronting inappropriate behaviour. Disagreeing with the majority in a group. Apologising.

    All the sorts of things we run round and round in our head, trying to figure out in advance what to say and wondering afterward what we should have said.

    This session will help you understand the dynamics and reasons why these conversations are so difficult. It will help you gain experience in the skills and strategies that are necessary to ensure these conversations go well. There will be time to practise skills and strategies with role-plays and coaching.

    Changing and adapting your style will take time. But the potential rewards are rich. If you follow the steps outlined in the session and put the learning into practice you will find difficult conversations becoming easier and cause less anxiety. You will be more effective and happier with the results.

    The skills you will learn on this course will enable you to say anything to anyone and get a positive result.

    Who should attend?

    Intermediate   Advanced

    Team leaders, supervisors, managers and executives. Everyone, regardless of their level who is responsible for running a team, who wants to create a culture of excellence and run a harmonious team.

    Our trainer

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

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

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

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

    About Quarterdeck

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

    Managing Directors bring Quarterdeck in when:

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

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

    This course will also be running on 7 December 2020.

    find out more

    Meet At

    Further information

    Fees
    Price per delegate

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

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

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

                                        

    Key to who should attend:

    Basic/refresher
    Refresher/Basic

    Intermediate
    Intermediate

    Advanced
    Advanced

    All
    Suitable for staff of all levels

                                        

    Dates
    Alternative dates

    7 December 2020

                                        

    This course will be particularly relevant to members of:

    Housing quality network
    The Housing Quality Network

    Equality and Diversity
    The Equality and Diversity Network

                                        

    Cancellations
    Cancellations and substitutions:

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

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

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start08 Oct 2020 10:00
    • End09 Oct 2020 13:00

    Rent First: Positive conversations to maximise income, help people and prevent homelessness

    Details

    Rent first

    Landlords and customers are having to adjust to the many changes arising from Covid-19 and the “new normal”.

    This virtual workshop – delivered over Zoom on two consecutive mornings (10.00am to 13.00pm) – explores the new challenges for housing providers working hard to maximise income and support customers. Some customers will be new to claiming benefits, others will be facing greater financial pressures as a result of lockdown and social distancing, many will be vulnerable and need extra support.

    The practical workshop will examine the skills that are needed for any negotiating situation bringing together proven techniques and strategies for effective negotiation, motivational interviewing and debt management.

    Although focused on housing income management, the tips and techniques are fully transferable to other areas of work as well as participants’ personal lives.

    Why “Rent First?”

    When our financial circumstances change, one of the most pressing concerns is how to meet our housing costs. This is true for most social housing tenants.

    “Rent first” is not about landlords taking an unduly hard line with tenants but simply reflects that this is a high priority for both parties and the starting point for positive conversations.

    What will delegates learn?

    These workshops will boost participants’ knowledge and confidence in:

    • Initiating and managing positive conversations
    • Instilling a payment culture with empathy
    • Handling objections assertively and engaging customers in finding solutions
    • Negotiating payment plans and motivating changes in payment behaviours
    • Helping customers to pay on time and to manage their accounts successfully.

    At the end of the workshop, participants will be able to:

    • Apply a motivational, solution-based negotiation framework
    • Know their preferred negotiating style and how each style influences outcomes.
    • Prepare effectively for discussing debt with customers
    • Gain confidence in initiating a discussion regarding debt
    • Apply practical frameworks and core skills to handle calls effectively and efficiently
    • Handle payment objections empathetically but assertively
    • Guide customers through sensitive and challenging discussions
    • Manage situations where customers present mental health issues, based on the latest expert guidance.

    Put simply, applying these skills in practice will help your customers, boost your income and prevent homelessness.

    Timings        

    This online workshop is delivered via Zoom, over two days.

    The timings for each day are:
    10.00am to 13.00pm (break 11.20am to 11.40am)

    Who should attend?

    All

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

    Our trainer

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

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

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

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

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

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

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

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

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

    Sold out

    This course will also be running on 1 & 2 October 2020.

    find out more

    Meet At

    Further information

    Fees
    Price per delegate

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

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

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

                                        

    Key to who should attend:

    Basic/refresher
    Refresher/Basic

    Intermediate
    Intermediate

    Advanced
    Advanced

    All
    Suitable for staff of all levels

                                        

    This course will be particularly relevant to members of:

    Rent Income Excellence Network
    The Rent Income Excellence Network

                                        

    Cancellations
    Cancellations and substitutions:

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

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

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start13 Oct 2020 09:30
    • End13 Oct 2020 16:00

    Common building defects and failures for technical and non-technical staff

    Details

    Common building defects

    Get up to speed with common building defects and failures and best practice. Learn how to diagnose defects effectively, offer appropriate advice and apply the most effective remedial measure(s) to resolve them.

    This course will provide technical officers and non-technical staff with a sound baseline understanding of the most likely building failures and defects across a range of stock together with the remedial measures to take. This is a great course for new staff or updating/refresher training.

    Delegates will:

    • Develop their understanding of the legislation with respect to managing and maintaining a property portfolio, the implications of failing to do so and how to protect the legal interests of the landlord
    • Explore the common defects and problems associated with a wide variety of housing stock – their elements, fabric and trades
    • Learn about the range of, and most effective forms, of diagnostic tools and equipment available together with their pros and cons, attributes and potential failings
    • Find out about the most appropriate remedial measures available to correct failure
    • Examine how recent improvements to stock may have compounded problems, eg condensation
    • Consider the best ways to explain and communicate with all interested parties, eg tenants, leaseholder, contractors etc.

    Who should attend?

    All

    • Building, maintenance surveyors and inspectorate
    • Quality assurance and property officers
    • Contract officers
    • Housing officers
    • Property, estates and neighbourhood staff
    • Contractor/DLO employees
    • Other interested parties.

    Our trainer

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

    find out more

    Meet At

    Further information

    Fees
    Price per delegate

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

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

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

                                        

    Key to who should attend:

    Basic/refresher
    Refresher/Basic

    Intermediate
    Intermediate

    Advanced
    Advanced

    All
    Suitable for staff of all levels

                                        

    This course will be particularly relevant to members of:

    Housing Management Network
    The Housing Management Network

                                        

    Cancellations
    Cancellations and substitutions:

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

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

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start13 Oct 2020 09:30
    • End13 Oct 2020 15:00

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

    Details

    Dealing with mental health issues

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

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

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

    What the course will cover:

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

    Who should attend?

    All

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

    Our trainer

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

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

    This course will also be running on 2 December 2020.

    find out more

    Meet At

    Further information

    Fees
    Price per delegate

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

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

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

                                        

    Key to who should attend:

    Basic/refresher
    Refresher/Basic

    Intermediate
    Intermediate

    Advanced
    Advanced

    All
    Suitable for staff of all levels

                                        

    Dates
    Alternative dates

    2 December 2020

                                        

    This course will be particularly relevant to members of:

    Housing Management Network
    The Housing Management Network

    Residents Network 
    The Residents' Network

                                        

    Cancellations
    Cancellations and substitutions:

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

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

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start13 Oct 2020 09:30
    • End13 Oct 2020 15:00

    Introduction to social housing

    Details

    Introduction to social housing

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

    Key elements of the training include:

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

    Who should attend?

    All

    • All staff
    • Board members
    • Involved residents
    • Any position new to the housing sector
    • Anyone wishing to update their knowledge in the rapidly changing housing world
    • In the UK or the Republic of Ireland.

    Our trainer

    Michael Guest has extensive experience operationally, 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. As an established and respected Chartered Housing Professional, his own experience involves most roles in housing.

    Michael was awarded an MSc with Distinction in Housing Studies in 2020. He is well known for his approachable and participative style of training, ensuring that learning is retained and can be applied in practice.

    Sold out

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

    find out more

    Meet At

    Further information

    Fees
    Price per delegate

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

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

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

                                        

    Key to who should attend:

    Basic/refresher
    Refresher/Basic

    Intermediate
    Intermediate

    Advanced
    Advanced

    All
    Suitable for staff of all levels

                                        

    Dates
    Alternative dates

    3 November 2020

    15 December 2020

                                        

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

                                        

    Cancellations
    Cancellations and substitutions:

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

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

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start14 Oct 2020 09:30
    • End14 Oct 2020 16:00

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

    Details

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

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

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

    What will you learn?

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

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

    Who should attend?

    Refresher/Basic   Intermediate

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

    Our trainer

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

    This course will also be running on 10 November 2020.

    find out more

    Meet At

    Further information

    Fees
    Price per delegate

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

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

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

                                        

    Key to who should attend:

    Basic/refresher
    Refresher/Basic

    Intermediate
    Intermediate

    Advanced
    Advanced

    All
    Suitable for staff of all levels

                                        

    Dates
    Alternative dates

    10 November 2020

                                        

    This course will be particularly relevant to members of:

    Housing Management Network
    The Housing Management Network

    Residents Network
    The Residents' Network

                                        

    Cancellations
    Cancellations and substitutions:

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

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

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start14 Oct 2020 10:00
    • End14 Oct 2020 13:00

    An introduction to customer journey mapping

    Details

    An introduction to customer journey mapping

    Have you ever wondered what it’s like to be one of your customers or service users?

    Customer journey mapping helps organisations to see their business from a customer perspective – to understand the experience of the customer, how it feels for them, what works well for them and what frustrates them.

    In a housing setting, journey mapping is a powerful tool. It allows you to reshape your services and how you interact with customers helping to improve satisfaction, performance, engagement and value for money. And of course, the landlord and tenant relationship.

    This 3-hour interactive session will cover:

    • An introduction to the customer journey mapping framework – what it is and what it is not
    • The component parts of a customer journey map and how they work
    • Identifying insight and the goals of customer journey maps
    • Examples of how customer journey mapping can be used in the housing sector.

    This is a practical workshop for everyone wanting a basic understanding of customer journey mapping – what it is and how it can be used. It will take you through the development of a map and the next steps including actions, prioritising, evaluating and driving change.

    This tool is invaluable if you want to:

    • Review your services to make them streamlined, efficient and effective
    • Produce outcome-focused key performance indicators and standards
    • Resolve persistent and recurring complaints relating to a particular service
    • Target a limited budget to the right places.

    Who should attend?

    All

    This training is essential for everyone – staff, team leaders and managers - with responsibility for reviewing, or an interest, in service improvement, particularly those who want to improve services based on a tenant centred approach. It is really useful for staff and managers involved in tenant engagement and scrutiny.

    Our trainer

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

    Last few places remaining

    find out more

    Meet At

    Further information

    Fees
    Price per delegate

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

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

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

                                        

    Key to who should attend:

    Basic/refresher
    Refresher/Basic

    Intermediate
    Intermediate

    Advanced
    Advanced

    All
    Suitable for staff of all levels

                                        

    This course will be particularly relevant to members of:

    Housing quality network
    The Housing Quality Network

                                        

    Cancellations
    Cancellations and substitutions:

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

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

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start14 Oct 2020 10:00
    • End14 Oct 2020 16:00

    Excellence in procurement and contract management

    Details

    Excellence in procurement and contract management

    Achieve excellence through your contracts and achieve value for money. 

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

    Intermediate level course: 

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

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

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

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

    Who should attend? 

    Intermediate

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

    Our trainer

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

    This course will also be running on 10 December 2020.

    find out more

    Meet At

    Further information

    Fees
    Price per delegate

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

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

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

                                        

    Key to who should attend:

    Basic/refresher
    Refresher/Basic

    Intermediate
    Intermediate

    Advanced
    Advanced

    All
    Suitable for staff of all levels

                                        

    Dates
    Alternative dates

    10 December 2020

                                        

    This course will be particularly relevant to members of:

    Asset management
    The Asset Management Network

                                        

    Cancellations
    Cancellations and substitutions:

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

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

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

    Setting service charges and maximising income – a practical workshop

    Details

    Setting service charges and maximising income – a practical workshop

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

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

    You will understand:

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

    Who should attend?

    Intermediate   Advanced

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

    Our trainer

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

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

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

    What previous delegates have said: 

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

    This course will also be running on 3 December 2020.

    find out more

    Meet At

    Further information

    Fees
    Price per delegate

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

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

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

                                        

    Key to who should attend:

    Basic/refresher
    Refresher/Basic

    Intermediate
    Intermediate

    Advanced
    Advanced

    All
    Suitable for staff of all levels

                                        

    Dates
    Alternative dates

    3 December 2020

                                        

    This course will be particularly relevant to members of:

    Leasehold Network
    The Leasehold Network

                                        

    Cancellations
    Cancellations and substitutions:

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

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

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start15 Oct 2020 10:00
    • End15 Oct 2020 15:00

    Managing for the first time – team leader and managers

    Details

    Managing for the first time

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

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

    By attending this course, you will: 

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

    Course outline 

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

    Who should attend? 

    All

    This course is ideal for aspiring or new managers. 

    Our trainer

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

    This course will also be running on 18 November 2020.

    find out more

    Meet At

    Further information

    Fees
    Price per delegate

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

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

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

                                        

    Key to who should attend:

    Basic/refresher
    Refresher/Basic

    Intermediate
    Intermediate

    Advanced
    Advanced

    All
    Suitable for staff of all levels

                                        

    Dates
    Alternative dates

    18 November 2020

                                        

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

                                        

    Cancellations
    Cancellations and substitutions:

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

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

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start15 Oct 2020 10:30
    • End15 Oct 2020 15:30

    Customer service – making a difference

    Details

    Customer service – making a difference

    Social housing is a sector where our main customers (our tenants) can’t always choose their provider and success is not always measured in profits.

    However, our customers’ expectations are rising. Providing excellent customer service is vital to the reputation and overall success of every organisation and the people that work there.

    This workshop provides delegates with ideas and tools, based on their own job role, that can easily be taken back to the workplace and implemented immediately, to improve the customers’ experience of the service you provide.

    On this workshop, delegates will:

    • Clearly identify the customer
    • Consider the do’s and don’ts of customer service and measure themselves against them
    • Explore effective ways to communicate and their own unconscious bias
    • Describe how being customer focussed influences the success of their organisation
    • Build their customer brand
    • Fill service gaps and develop methods of creating a great customer experience.

    Added value

    On-line self-study and downloadable materials to compliment the virtual classroom workshop.

    Who should attend?

    Refresher/Basic   Intermediate  

    Everyone who wants to develop and improve their customer service skills and behaviours, whether customer facing or back of house.

    Our trainer

    Jo Leckie is an enthusiastic and motivational facilitator with a keen interest in behavioural insights. She utilises accelerated learning techniques to deliver lively, interactive and engaging workshops. She holds an Honours degree in Housing Studies from De Montfort University along with a Level 4 Certificate in Learning and Development.

    Jo has worked in the social housing sector for over 25 years, holding senior management roles for some of the largest landlords in the UK and Australia. She is known for being passionate about customer service excellence, putting the customer at the heart of the service whilst delivering a commercial business model with a social purpose.

    find out more

    Meet At

    Further information

    Fees
    Price per delegate

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

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

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

                                        

    Key to who should attend:

    Basic/refresher
    Refresher/Basic

    Intermediate
    Intermediate

    Advanced
    Advanced

    All
    Suitable for staff of all levels

                                        

    This course will be particularly relevant to members of:

    Housing quality network
    The Housing Quality Network

                                        

    Cancellations
    Cancellations and substitutions:

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

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

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start19 Oct 2020 10:00
    • End19 Oct 2020 16:00

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

    Details

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

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

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

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

    Who should attend?

    Intermediate   Advanced

    Those involved in planning the electrical programme, including:

    • Asset management
    • Compliance
    • Health and safety.

    Our trainer

    Spencer Henry, MICWCI EngTech TMIET

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

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

    find out more

    Meet At

    Further information

    Fees
    Price per delegate

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

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

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

                                        

    Key to who should attend:

    Basic/refresher
    Refresher/Basic

    Intermediate
    Intermediate

    Advanced
    Advanced

    All
    Suitable for staff of all levels

                                        

    This course will be particularly relevant to members of:

    Health and Safety Network
    The Health and Safety Network

                                        

    Cancellations
    Cancellations and substitutions:

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

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

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start20 Oct 2020 09:30
    • End20 Oct 2020 16:00

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

    Details

    Repairs diagnostic questioning

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

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

    Delegates will learn about: 

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

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

    Who should attend?

    Refresher/Basic   Intermediate

    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.

    find out more

    Meet At

    Further information

    Fees
    Price per delegate

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

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

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

                                        

    Key to who should attend:

    Basic/refresher
    Refresher/Basic

    Intermediate
    Intermediate

    Advanced
    Advanced

    All
    Suitable for staff of all levels

                                        

    This course will be particularly relevant to members of:

    Housing Management Network
    The Housing Management Network

                                        

    Cancellations
    Cancellations and substitutions:

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

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

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start20 Oct 2020 09:30
    • End20 Oct 2020 15:00

    Sustaining and managing a tenancy: mental health, mental capacity and hoarding

    Details

    Sustaining and managing a tenancy: mental health, mental capacity and hoarding

    Mental health and hoarding are often major contributory factors in people being unable to maintain tenancies. Early identification and support are vital, delivered by housing staff with an awareness of these ever more common, and often difficult to manage conditions. 

    Many people who suffer from mental illness or hoard have problems managing their tenancies. They may develop arrears, cause problems to neighbours or be at risk because of their own vulnerabilities. Properties may become unsafe or squalid; access can be difficult, whether for yearly gas checks or other routine inspections; tenants may refuse to maintain properties or allow improvements by the landlord. 

    This course is for all staff working with people whose mental health may impact on managing their tenancies, including hoarders. It will provide an overview of common mental health issues and will focus on tenancy sustainment/enforcement options relating to mental health and hoarding. It will link this to the Mental Capacity Act 2005 and explain how mental capacity is vital in modern day tenancy sustainment/enforcement. 

    We will explore: 

    • Common mental health issues, including hoarding, and how these can impact on tenancy management 
    • The Mental Capacity Act 2005 and how capacity should be used when exploring either sustainment or enforcement options 
    • The importance of early identification of mental health or hoarding issues via appropriate assessment 
    • Practical ways to engage, develop a rapport with, and motivate tenants with mental health or hoarding issues 
    • The need for an effective risk management system and common risks when working with mental health and hoarding cases 
    • Using case studies, options for tenancy sustainment and enforcement 
    • Relevant legislation including the Care Act 2014. 

    Who should attend? 

    Refresher/Basic   Intermediate

    All staff working with tenants with mental health issues including hoarding, or who offer tenancy sustainment/support as part of their role. 

    Our trainer 

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

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

    find out more

    Meet At

    Further information

    Fees
    Price per delegate

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

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

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

                                        

    Key to who should attend:

    Basic/refresher
    Refresher/Basic

    Intermediate
    Intermediate

    Advanced
    Advanced

    All
    Suitable for staff of all levels

                                        

    This course will be particularly relevant to members of:

    Residents Network
    The Residents' Network

                                        

    Cancellations
    Cancellations and substitutions:

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

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

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start21 Oct 2020 10:00
    • End21 Oct 2020 13:00

    Gone but not forgotten – managing former tenant debt

    Details

    Gone but not forgotten

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

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

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

    What will you learn?

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

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

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

    Who should attend?

    All

    Everyone involved in

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

    Our trainer

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

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

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

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

    Last few places remaining

    This course will also be running on 19 November 2020.

    find out more

    Meet At

    Further information

    Fees
    Price per delegate

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

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

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

                                        

    Key to who should attend:

    Basic/refresher
    Refresher/Basic

    Intermediate
    Intermediate

    Advanced
    Advanced

    All
    Suitable for staff of all levels

                                        

    Dates
    Alternative dates

    19 November 2020

                                        

    This course will be particularly relevant to members of:

    Rent Income Excellence Network
    The Rent Income Excellence Network

                                        

    Cancellations
    Cancellations and substitutions:

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

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

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start21 Oct 2020 10:00
    • End21 Oct 2020 15:00

    Project management bootcamp – how to deliver a successful project

    Details

    Project management bootcamp

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

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

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

    What will delegates learn? 

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

    Who should attend? 

    Refresher/Basic   Intermediate

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

    Our trainer

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

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

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

    Sold out

    This course will also be running on 1 December 2020 and 21 January 2021.

    find out more

    Meet At

    Further information

    Fees
    Price per delegate

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

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

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

                                        

    Key to who should attend:

    Basic/refresher
    Refresher/Basic

    Intermediate
    Intermediate

    Advanced
    Advanced

    All
    Suitable for staff of all levels

                                        

    Dates
    Alternative dates

    1 December 2020

    21 January 2021

                                        

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

                                        

    Cancellations
    Cancellations and substitutions:

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

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

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start22 Oct 2020 09:30
    • End22 Oct 2020 16:00

    Communal area and block inspections – what you need to know

    Details

    Communal area and block inspections

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

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

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

    Aims and objectives:

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

    Who should attend?

    All

    • Anyone in housing management.

    Our trainer

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

    This course will also be running on 8 December 2020.

    find out more

    Meet At

    Further information

    Fees
    Price per delegate

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

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

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

                                        

    Key to who should attend:

    Basic/refresher
    Refresher/Basic

    Intermediate
    Intermediate

    Advanced
    Advanced

    All
    Suitable for staff of all levels

                                        

    Dates
    Alternative dates

    8 December 2020

                                        

    This course will be particularly relevant to members of:

    Housing Management Network The Housing Management Network

                                        

    Cancellations
    Cancellations and substitutions:

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

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

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start22 Oct 2020 09:30
    • End22 Oct 2020 15:00

    Right to Buy and Right to Acquire

    Details

    Right to Buy and Right to Acquire

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

    This course will cover: 

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

    What you will learn? 

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

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

    Who should attend? 

    Refresher/Basic   Intermediate

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

    Our trainer

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

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

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

    Sold out

    This course will also be running on 2 December 2020.

    find out more

    Meet At

    Further information

    Fees
    Price per delegate

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

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

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

                                        

    Key to who should attend:

    Basic/refresher
    Refresher/Basic

    Intermediate
    Intermediate

    Advanced
    Advanced

    All
    Suitable for staff of all levels

                                        

    Dates
    Alternative dates

    2 December 2020

                                        

    This course will be particularly relevant to members of:

    The Leasehold Network
    The Leasehold Network

                                        

    Cancellations
    Cancellations and substitutions:

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

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

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start23 Oct 2020 10:00
    • End23 Oct 2020 15:30

    Safeguarding children and adults at risk

    Details

    Safeguarding children and adults at risk

    Safeguarding children and adults at risk is everyone’s business and the housing industry has an important role to play. 

    The course will raise awareness of children and adults at risk, the systems to safeguard them, and the role and responsibilities of housing staff and partner agencies. 

    It is a mandatory requirement that all staff, volunteers and contractors are trained to know what is meant by safeguarding, how to promote the welfare of adults and children, and what to do if they have concerns that a child or adult is at risk. 

    Course content 

    This one-day course is designed to give housing staff a comprehensive introduction to safeguarding children and adults covering: 

    • What makes a child or adult at risk 
    • The categories of abuse 
    • Recognising the signs and indicators of abuse 
    • The legal framework and guidance 
    • The impact of abuse and neglect 
    • Challenges to effective safeguarding 
    • The Care Act 2014 
    • Record-keeping 
    • Confidentiality and information-sharing 
    • Your responsibilities and how to report concerns 
    • The process following referral for adults and children. 

    Who should attend? 

    Refresher/Basic   Intermediate

    ALL staff, contractors and volunteers across your organisation must be able to demonstrate they have completed mandatory safeguarding training. 

    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 training will also be running on 11 December 2020.

    find out more

    Meet At

    Further information

    Fees
    Price per delegate

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

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

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

                                        

    Key to who should attend:

    Basic/refresher
    Refresher/Basic

    Intermediate
    Intermediate

    Advanced
    Advanced

    All
    Suitable for staff of all levels

                                        

    Dates
    Alternative dates

    11 December 2020

                                        

    This course will be particularly relevant to members of:

    Equality and Diversity
    The Equality and Diversity Network

                                        

    Cancellations
    Cancellations and substitutions:

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

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

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In-house training

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