1. Possession proceedings in the County Court

    Details

    Possession proceedings in the County Court

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

    This course will cover: 

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

    What will delegates learn? 

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

    Who should attend? 

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

    Our trainer

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

    SOLD OUT. New date added – Tuesday 21 May 2019.

    This course will also be running in Birmingham and Manchester.

    find out more

    Meet At

    Further information

    Price per delegate:
    1 delegate: £250.00
    2 delegates: £225.00
    3+: £200.00

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

    Download the flyer 

    Venue map

    Click here to download directions to the venue

    Cancellations and substitutions:

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

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

  2. Preventing housing disrepair claims

    Details

    Preventing housing disrepair claims

    Do you want to increase customer satisfaction and reduce disrepair claims? 

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

    This course will cover: 

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

    You will learn: 

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

    Who should attend? 

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

    Our trainer

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

    SOLD OUT. New date added – Thursday 21 February 2019.

    This course will also be running in London.

    find out more

    Meet At

    Further information

    Price per delegate:
    1 delegate: £250.00
    2 delegates: £225.00
    3+: £200.00

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

    Venue map

    Click here to download directions to the venue

    Cancellations and substitutions:

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

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

  3. The complete works of Universal Credit

    Details

    The complete works of Universal Credit

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

    Like Shakespeare’s plays: 

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

    Course modules: 

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

    Our trainer

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

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

    This course will also be running in Leeds.

    find out more

    Meet At

    Further information

    Price per delegate
    1 delegate: £250.00 *
    2 delegates: £225.00 *
    3+: £200.00 *

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

    Download the flyer

    Venue map

    Click here to download directions to the venue

    Cancellations and substitutions:

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

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

  4. Investigative interviewing masterclass

    Details

    Investigative interviewing masterclass

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

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

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

    This course will cover: 

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

    Who should attend? 

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

    Our trainer

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

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

    find out more

    Meet At

    Further information

    Price per delegate
    1 delegate: £250.00 *
    2 delegates: £225.00 *
    3+: £200.00 *

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

    Download the flyer

    Venue map

    Click here to download directions to the venue

    Cancellations and substitutions:

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

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

  5. Team leader 'intensive'

    Details

    Team leader 'intensive'

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

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

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

    By attending this course team leaders will:

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

    Course outline:

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

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

    Who should attend?

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

    Our trainer 

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

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

    This course will also be running in Manchester

    find out more

    Meet At

    Further information

    Price per delegate:
    1 delegate: £250.00
    2 delegates: £225.00
    3+: £200.00

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

    Download the flyer

    Venue map:

    Cancellations and substitutions:

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

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

  6. OCD and hoarding

    Details

    OCD and hoarding

    Obsessive compulsive disorder (OCD) is a lifechanging diagnosis that can affect many of your service users. The World Health Organisation has named OCD as one of the ten most disabling conditions when considering loss of earnings and diminished quality of life. Hoarding is a related condition which, if untreated, can lead to enormous health and safety, environmental, physical and mental health issues.

    OCD can cause huge problems to the service users affected as well as the staff members offering care and support. Obsessions are pervasive thoughts or beliefs that the sufferer is at risk from, say, contamination or harm from others. The compulsive element is the behaviours that the sufferer feels compelled to do, often checking, rearranging or completing repetitive tasks. Together they can stop someone enjoying a normal life and are often linked to poor physical/mental health and substance misuse. Hoarding comes in many types and degrees, but is generally collecting and hoarding anything from animals to rubbish because of obsessional beliefs. Without support hoarders don’t stop: they simply continue until their health or property suffer irreversible harm.

    You will learn how to:

    • Understand anxiety and different types of anxiety disorder
    • Explore OCD, including causes, prevalence and symptoms
    • Understand different types of obsessions and compulsive behaviour and explore self-help coping strategies 
    • Explore NHS guidelines for a stepped care approach to treating OCD
    • Understand methods for treating OCD including CBT/ERP, relaxation techniques/complementary therapies and prescribed medications
    • Explore hoarding and understand its causes and implications for environmental, psychological and physical health
    • Understand and be able to categorise different types of hoarders using a validated screening tool
    • Be aware of different treatment options for hoarders.

    Who should attend?

    All housing and care and support staff will benefit from this course as OCD and 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 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 or those with a Dual diagnosis, and has received additional training in techniques such as Motivational interviewing and CBT.

    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 over his career. Notable clients include the Department of Health, Department of Work and Pensions, and the Home Office as well as housing organisations across the UK.

    This course will also be running in Manchester and Birmingham.

    find out more

    Meet At

    Further information

    Price per delegate:
    1 delegate: £250.00
    2 delegates: £225.00
    3+: £200.00

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

    Download the flyer

    Venue map

    Click here to download directions to the venue

    Cancellations and substitutions:

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

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

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

    Details

    Unlocking construction

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

    What will delegates learn? 

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

    This course will cover: 

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

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

    Specific to each trade, delegates will be able to: 

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

    Who should attend? 

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

    Our trainer

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

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

    This course will also be running in London and York.

    find out more

    Meet At

    Further information

    Price per delegate
    1 delegate: £250.00
    2 delegates: £225.00
    3+: £200.00

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

    Venue map

    Click here to download directions to the venue

    Cancellations and substitutions:

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

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

  8. Tenancy management – the essential guide for housing officers

    Details

    Tenancy management – the essential guide for housing officers

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

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

    What will delegates learn?

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

    This course will cover:

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

    Who should attend?

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

    Our trainer

    Syka Sheikh is a solicitor with over 14 years’ post-qualification experience, currently working as a litigation team manager for a large housing association in West Yorkshire. She specialises in housing litigation, tackling anti-social behaviour, injunctions and possession proceedings. Syka provides training to a wide variety of clients, including housing organisations and local authorities. Her style of training is informative and interactive with opportunities for delegates to ask questions relating to their areas of work.

    This course will also be running in Birmingham and London.

    find out more

    Meet At

    Further information

    Price per delegate
    1 delegate: £250.00 *
    2 delegates: £225.00 *
    3+: £200.00 *

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

    Venue map:

    Download venue directions here

    Cancellations and substitutions:

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

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

  9. A new deal for social housing: Let’s take a look at your current service

    Details

    A new deal for social housing: Let’s take a look at your current service

    14 August 2018 – the Government released the Green Paper ‘A new deal for social housing’, after consulting 8,000 stakeholders and considering the views of many of the survivors of the Grenfell Tower disaster. The green paper sets out five key principles designed to ensure that social housing residents receive ‘a new deal’.

    So what happens next?

    This practical training course explores the key themes running through the document and how these impact on the way in which staff and organisations relate to their customers and residents. It will look at how you currently treat residents, your relationship with them and consider how some may feel stigmatised by yourselves or others. It will explore if you are paying enough attention to residents’ diversity and differing needs. It will look at what you can change – at the ways in which the current arrangements can be challenged to prevent stigma internally and externally and help make your residents proud to live in your properties.

    You will explore

    • ‘A new deal for social housing’ and its five core principles
    • In depth the sections focusing on building better, non-stigmatised relationships with your residents
    • Diversity and stigma in relation to the wider communities as well as your staff’s view of your residents
    • Options for giving your residents a voice on an individual and group level
    • Tools that will assist you to empower your residents on both a micro and macro level
    • Complaints and feedback – how to deal with this effectively and transparently
    • Ideas and case studies – how other landlords have tackled or are in the process of tackling these issues
    • And develop action plans to use back in your organisation.

    Who will benefit from this course?

    Everyone responsible for delivering a frontline service.

    Our trainer

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

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

    This course will also be running in Manchester.

    find out more

    Meet At

    Further information

    Price per delegate
    1 delegate: £250.00 *
    2 delegates: £225.00 *
    3+: £200.00 *

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

    Venue map

    Click here to download directions to the venue

    Cancellations and substitutions:

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

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

    • Event TypeHQN Training
    • VenueLondon
    • Start05 Dec 2018 10:00
    • End05 Dec 2018 16:00

    Asbestos training

    Details

    Asbestos training

    Specifically designed for the social housing sector incorporating asbestos awareness with duty to manage.

    The one day course provides delegates with an understanding of asbestos awareness and the legislative requirements of asbestos management. 

    This one day training session has been tailored to combine the asbestos awareness course but also acknowledge the differences that surround asbestos management within the social housing sector and what has to be done to comply with Regulation 4 of the Control of Asbestos Regulations (CAR) 2012 as well as other legislation that exists once we enter individual dwellings. 

    On successful completion, delegates should: 

    • Be familiar with types, uses, risks and likely occurrences of asbestos in buildings 
    • Be familiar with the requirements as set out in CAR 2012 with regard to responsibilities 
    • Understand the requirements for asbestos surveys and different types of surveys 
    • Be familiar with the results of an asbestos survey, how to decipher the information contained within the asbestos survey report 
    • Understand the need for (and how to create) an asbestos management plan and its use 
    • Understand the difference between licensed and non-licensed work with asbestos 
    • Understand the types and uses of air monitoring and the role of the analytical companies. 

    Who should attend? 

    This course is for everyone with ‘duty to manage’ responsibilities for asbestos and responsibility for protecting the people who work in such premises. Whether you’re an asset director, manager or team leader, planned and responsive maintenance manager, voids manager, health and safety officer or adviser, surveyor, or you work in aids and adaptations, this is an essential training course for you. 

    Our trainer

    Matt Dawes has been involved with asbestos compliance for the past 15 years. He holds various proficiency modules relating to asbestos and is a Certified competent person for asbestos.

    In addition to his involvement with asbestos consultancy, Matt operated as asset systems surveyor for a Social Housing Provider 2006-2009 where one of the core responsibilities was asbestos management.

    find out more

    Meet At

    Further information

    Price per delegate
    1 delegate: £250.00 *
    2 delegates: £225.00 *
    3+: £200.00 *

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

    Cancellations and substitutions:

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

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

    • Event TypeHQN Training
    • VenueBirmingham
    • Start05 Dec 2018 10:00
    • End05 Dec 2018 16:00

    Possession proceedings in the County Court

    Details

    Possession proceedings in the County Court

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

    This course will cover: 

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

    What will delegates learn? 

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

    Who should attend? 

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

    Our trainer

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

    This course will also be running in Manchester and London.

    find out more

    Meet At

    Further information

    Price per delegate:
    1 delegate: £250.00
    2 delegates: £225.00
    3+: £200.00

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

    Cancellations and substitutions:

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

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

    • Event TypeHQN Training
    • VenueManchester
    • Start06 Dec 2018 10:00
    • End06 Dec 2018 16:00

    Introduction to leases and recovery of service charges

    Details

    Introduction to leases and recovery of service charges

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

    This course will cover: 

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

    What will you learn? 

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

    Who should attend? 

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

    Our trainer

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

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

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

    This course will also be running in London.

    find out more

    Meet At

    Further information

    Price per delegate:
    1 delegate: £250.00
    2 delegates: £225.00
    3+: £200.00

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

    Cancellations and substitutions:

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

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

    • Event TypeHQN Training
    • VenueLondon
    • Start06 Dec 2018 10:00
    • End06 Dec 2018 16:00

    Void repairs masterclass – avoid empty promises

    Details

    Void repairs masterclass

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

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

    This course covers

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

    Who should attend?

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

    Our trainer

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

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

    find out more

    Meet At

    Further information

    Price per delegate
    1 delegate: £250.00 *
    2 delegates: £225.00 *
    3+: £200.00 *

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

    Cancellations and substitutions:

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

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

    • Event TypeHQN Training
    • VenueManchester
    • Start11 Dec 2018 10:00
    • End11 Dec 2018 16:00

    Team leader 'intensive'

    Details

    Team leader 'intensive'

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

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

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

    By attending this course team leaders will:

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

    Course outline:

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

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

    Who should attend?

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

    Our trainer 

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

    This course will also be running in Birmingham.

    find out more

    Meet At

    Further information

    Price per delegate:
    1 delegate: £250.00
    2 delegates: £225.00
    3+: £200.00

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

    Cancellations and substitutions:

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

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

    • Event TypeHQN Training
    • VenueManchester
    • Start12 Dec 2018 10:00
    • End12 Dec 2018 16:00

    A new deal for social housing: Let’s take a look at your current service

    Details

    A new deal for social housing: Let’s take a look at your current service

    14 August 2018 – the Government released the Green Paper ‘A new deal for social housing’, after consulting 8,000 stakeholders and considering the views of many of the survivors of the Grenfell Tower disaster. The green paper sets out five key principles designed to ensure that social housing residents receive ‘a new deal’.

    So what happens next?

    This practical training course explores the key themes running through the document and how these impact on the way in which staff and organisations relate to their customers and residents. It will look at how you currently treat residents, your relationship with them and consider how some may feel stigmatised by yourselves or others. It will explore if you are paying enough attention to residents’ diversity and differing needs. It will look at what you can change – at the ways in which the current arrangements can be challenged to prevent stigma internally and externally and help make your residents proud to live in your properties.

    You will explore

    • ‘A new deal for social housing’ and its five core principles
    • In depth the sections focusing on building better, non-stigmatised relationships with your residents
    • Diversity and stigma in relation to the wider communities as well as your staff’s view of your residents
    • Options for giving your residents a voice on an individual and group level
    • Tools that will assist you to empower your residents on both a micro and macro level
    • Complaints and feedback – how to deal with this effectively and transparently
    • Ideas and case studies – how other landlords have tackled or are in the process of tackling these issues
    • And develop action plans to use back in your organisation.

    Who will benefit from this course?

    Everyone responsible for delivering a frontline service.

    Our trainer

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

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

    This course will also be running in London.

    find out more

    Meet At

    Further information

    Price per delegate
    1 delegate: £250.00 *
    2 delegates: £225.00 *
    3+: £200.00 *

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

    Cancellations and substitutions:

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

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

    • Event TypeHQN Training
    • VenueLondon
    • Start12 Dec 2018 10:00
    • End12 Dec 2018 16:00

    Preventing housing disrepair claims

    Details

    Preventing housing disrepair claims

    Do you want to increase customer satisfaction and reduce disrepair claims? 

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

    This course will cover: 

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

    You will learn: 

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

    Who should attend? 

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

    Our trainer

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

    This course will also be running in Manchester.

    find out more

    Meet At

    Further information

    Price per delegate:
    1 delegate: £250.00
    2 delegates: £225.00
    3+: £200.00

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

    Cancellations and substitutions:

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

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

    • Event TypeHQN Training
    • VenueManchester
    • Start13 Dec 2018 10:00
    • End13 Dec 2018 16:00

    OCD and hoarding

    Details

    OCD and hoarding

    Obsessive compulsive disorder (OCD) is a lifechanging diagnosis that can affect many of your service users. The World Health Organisation has named OCD as one of the ten most disabling conditions when considering loss of earnings and diminished quality of life. Hoarding is a related condition which, if untreated, can lead to enormous health and safety, environmental, physical and mental health issues.

    OCD can cause huge problems to the service users affected as well as the staff members offering care and support. Obsessions are pervasive thoughts or beliefs that the sufferer is at risk from, say, contamination or harm from others. The compulsive element is the behaviours that the sufferer feels compelled to do, often checking, rearranging or completing repetitive tasks. Together they can stop someone enjoying a normal life and are often linked to poor physical/mental health and substance misuse. Hoarding comes in many types and degrees, but is generally collecting and hoarding anything from animals to rubbish because of obsessional beliefs. Without support hoarders don’t stop: they simply continue until their health or property suffer irreversible harm.

    You will learn how to:

    • Understand anxiety and different types of anxiety disorder
    • Explore OCD, including causes, prevalence and symptoms
    • Understand different types of obsessions and compulsive behaviour and explore self-help coping strategies 
    • Explore NHS guidelines for a stepped care approach to treating OCD
    • Understand methods for treating OCD including CBT/ERP, relaxation techniques/complementary therapies and prescribed medications
    • Explore hoarding and understand its causes and implications for environmental, psychological and physical health
    • Understand and be able to categorise different types of hoarders using a validated screening tool
    • Be aware of different treatment options for hoarders.

    Who should attend?

    All housing and care and support staff will benefit from this course as OCD and 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 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 or those with a Dual diagnosis, and has received additional training in techniques such as Motivational interviewing and CBT.

    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 over his career. Notable clients include the Department of Health, Department of Work and Pensions, and the Home Office as well as housing organisations across the UK.

    This course will also be running in Cardiff and Birmingham.

    find out more

    Meet At

    Further information

    Price per delegate:
    1 delegate: £250.00
    2 delegates: £225.00
    3+: £200.00

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

    Cancellations and substitutions:

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

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

    • Event TypeHQN Training
    • VenueLondon
    • Start18 Dec 2018 10:00
    • End18 Dec 2018 16:00

    Unlocking construction – basic techniques for non-technical staff

    Details

    Unlocking construction – basic techniques for non-technical staff

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

    What will delegates learn? 

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

    This course will cover: 

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

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

    Specific to each trade, delegates will be able to: 

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

    Who should attend? 

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

    Our trainer

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

    What previous delegates have said: 

    • "One of the best courses I have ever attended" – Warwick District Council
    • "Excellent course. Would highly recommend. Trainer excellent" – Aster Group
    • "Enjoyed the day. Found it useful" – Bracknell Forest Borough Council 
    • "Really great course. Exactly what I wanted" – Islington & Shoreditch Housing Association 

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

    find out more

    Meet At

    Further information

    Price per delegate
    1 delegate: £250.00
    2 delegates: £225.00
    3+: £200.00

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

    Cancellations and substitutions:

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

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

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

    Now, that’s what I call income management!… Income management masterclass 2019

    Details

    Income management masterclass

    A quality mix 

    For decades, the Now Music compilations have kept pop fans up-to-date with the latest hits. It’s time to do the same for income management – the latest proven, practical ideas, examples and great tools. 

    Topping the charts 

    The three key questions that keep coming up… 

    • What are the features of a top-quality income service? 
    • Who is performing well through the migration to Universal Credit? 
    • How are they achieving this? 

    Now 2019 answers these questions with a wealth of practical ideas and resources. 

    All the latest hits 

    • Ten features of a highly effective income management service 
    • Ten actions you MUST take for a successful migration to UC 
    • Planning for success – modelling the impact of welfare reform and using demand analyses to optimise services and resources 
    • Maximising collection, minimising risk and sustaining tenancies through proactive arrears prevention and recovery 
    • Measuring effectiveness, managing performance and delivering value for money. 

    Who should attend? 

    Everyone involved in income management, arrears recovery and tenancy sustainment at strategic and operational levels. 

    As we’re looking at the whole tenancy lifecycle, staff in allocations and lettings, supported housing and neighbourhood or generic housing roles. 

    We particularly welcome residents involved in scrutiny and service improvement. 

    Designed and led by RIEN Lead, Tony Newman, these masterclasses mix expert training and consultancy in a conference setting. 

    This course will also be running in Manchester and Birmingham.

    find out more

    Meet At

    Further information

    Price per delegate
    1 delegate: £250.00 *
    2 delegates: £225.00 *
    3+: £200.00 *

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

    Cancellations and substitutions:

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

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

    • Event TypeHQN Training
    • VenueManchester
    • Start15 Jan 2019 10:00
    • End15 Jan 2019 16:00

    Possession proceedings in the County Court

    Details

    Possession proceedings in the County Court

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

    This course will cover: 

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

    What will delegates learn? 

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

    Who should attend? 

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

    Our trainer

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

    This course will also be running in Birmingham and London.

    find out more

    Meet At

    Further information

    Price per delegate:
    1 delegate: £250.00
    2 delegates: £225.00
    3+: £200.00

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

    Cancellations and substitutions:

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

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

    • Event TypeHQN Training
    • VenueBirmingham
    • Start16 Jan 2019 10:00
    • End16 Jan 2019 16:00

    OCD and hoarding

    Details

    OCD and hoarding

    Obsessive compulsive disorder (OCD) is a lifechanging diagnosis that can affect many of your service users. The World Health Organisation has named OCD as one of the ten most disabling conditions when considering loss of earnings and diminished quality of life. Hoarding is a related condition which, if untreated, can lead to enormous health and safety, environmental, physical and mental health issues.

    OCD can cause huge problems to the service users affected as well as the staff members offering care and support. Obsessions are pervasive thoughts or beliefs that the sufferer is at risk from, say, contamination or harm from others. The compulsive element is the behaviours that the sufferer feels compelled to do, often checking, rearranging or completing repetitive tasks. Together they can stop someone enjoying a normal life and are often linked to poor physical/mental health and substance misuse. Hoarding comes in many types and degrees, but is generally collecting and hoarding anything from animals to rubbish because of obsessional beliefs. Without support hoarders don’t stop: they simply continue until their health or property suffer irreversible harm.

    You will learn how to:

    • Understand anxiety and different types of anxiety disorder
    • Explore OCD, including causes, prevalence and symptoms
    • Understand different types of obsessions and compulsive behaviour and explore self-help coping strategies 
    • Explore NHS guidelines for a stepped care approach to treating OCD
    • Understand methods for treating OCD including CBT/ERP, relaxation techniques/complementary therapies and prescribed medications
    • Explore hoarding and understand its causes and implications for environmental, psychological and physical health
    • Understand and be able to categorise different types of hoarders using a validated screening tool
    • Be aware of different treatment options for hoarders.

    Who should attend?

    All housing and care and support staff will benefit from this course as OCD and 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 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 or those with a Dual diagnosis, and has received additional training in techniques such as Motivational interviewing and CBT.

    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 over his career. Notable clients include the Department of Health, Department of Work and Pensions, and the Home Office as well as housing organisations across the UK.

    This course will also be running in Manchester and Cardiff.

    find out more

    Meet At

    Further information

    Price per delegate:
    1 delegate: £250.00
    2 delegates: £225.00
    3+: £200.00

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

    Cancellations and substitutions:

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

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

    • Event TypeHQN Training
    • VenueLondon
    • Start16 Jan 2019 10:00
    • End16 Jan 2019 16:00

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

    Details

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

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

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

    Delegates will learn about: 

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

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

    Who should attend?

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

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

    Our trainer

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

    This course will also be running Manchester.

    find out more

    Meet At

    Further information

    Price per delegate
    Non-members:

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

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

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

    Cancellations and substitutions:

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

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

    • Event TypeHQN Training
    • VenueLondon
    • Start17 Jan 2019 10:00
    • End17 Jan 2019 16:00

    Introduction to social housing

    Details

    Introduction to social housing

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

    Key elements of the training include:

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

    Who should attend?

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

    Our trainer

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

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

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

    find out more

    Meet At

    Further information

    Price per delegate
    1 delegate: £250.00 *
    2 delegates: £225.00 *
    3+: £200.00 *

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

    Cancellations and substitutions:

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

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

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

    Now, that’s what I call income management!… Income management masterclass 2019

    Details

    Now, that's what I call income management

    A quality mix 

    For decades, the Now Music compilations have kept pop fans up-to-date with the latest hits. It’s time to do the same for income management – the latest proven, practical ideas, examples and great tools. 

    Topping the charts 

    The three key questions that keep coming up… 

    • What are the features of a top-quality income service? 
    • Who is performing well through the migration to Universal Credit? 
    • How are they achieving this? 

    Now 2019 answers these questions with a wealth of practical ideas and resources. 

    All the latest hits 

    • Ten features of a highly effective income management service 
    • Ten actions you MUST take for a successful migration to UC 
    • Planning for success – modelling the impact of welfare reform and using demand analyses to optimise services and resources 
    • Maximising collection, minimising risk and sustaining tenancies through proactive arrears prevention and recovery 
    • Measuring effectiveness, managing performance and delivering value for money. 

    Who should attend? 

    Everyone involved in income management, arrears recovery and tenancy sustainment at strategic and operational levels. 

    As we’re looking at the whole tenancy lifecycle, staff in allocations and lettings, supported housing and neighbourhood or generic housing roles. 

    We particularly welcome residents involved in scrutiny and service improvement. 

    Designed and led by RIEN Lead, Tony Newman, these masterclasses mix expert training and consultancy in a conference setting. 

    This course will also be running in London and Manchester.

    find out more

    Meet At

    Further information

    Price per delegate
    1 delegate: £250.00 *
    2 delegates: £225.00 *
    3+: £200.00 *

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

    Cancellations and substitutions:

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

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

    • Event TypeHQN Training
    • VenueYork
    • Start22 Jan 2019 10:00
    • End22 Jan 2019 16:00

    Unlocking construction – basic techniques for non-technical staff

    Details

    Unlocking construction

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

    What will delegates learn? 

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

    This course will cover: 

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

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

    Specific to each trade, delegates will be able to: 

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

    Who should attend? 

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

    Our trainer

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

    What previous delegates have said: 

    • "One of the best courses I have ever attended" – Warwick District Council
    • "Excellent course. Would highly recommend. Trainer excellent" – Aster Group
    • "Enjoyed the day. Found it useful" – Bracknell Forest Borough Council 
    • "Really great course. Exactly what I wanted" – Islington & Shoreditch Housing Association 

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

    find out more

    Meet At

    Further information

    Price per delegate
    1 delegate: £250.00
    2 delegates: £225.00
    3+: £200.00

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

    Cancellations and substitutions:

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

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

    • Event TypeHQN Training
    • VenueManchester
    • Start23 Jan 2019 10:00
    • End23 Jan 2019 16:00

    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?

    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.

    This course will also be running in London.

    find out more

    Meet At

    Further information

    Price per delegate
    Non-members:

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

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

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

    Cancellations and substitutions:

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

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

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

    Project management bootcamp – how to deliver a successful project

    Details

    Project management bootcamp – how to deliver a successful project

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

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

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

    What will delegates learn? 

    • Differences between a project and business as usual 
    • Benefits of project management 
    • Project lifecycle and features of a successful project 
    • Roles within a project and characteristics of effective project teams 
    • Producing a project plan 
    • Scheduling and resource management 
    • Monitoring and reporting 
    • Communications 
    • Stakeholder management 
    • Risk and issue management - and what to do if things go wrong 
    • How to successfully conclude a project. 

    Who should attend? 

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

    Our trainer

    Ruth Walker-Cotton is a qualified project manager (APM PMQ) and a member of the Association of Project Management. Ruth has successfully written and implemented strategies and managed major campaigns and projects within the NHS, Housing and charity sectors. Ruth is experienced in people management and loves designing and implementing systems and processes to ensure clarity and efficiency.

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

    This course will also be running in Birmingham and Manchester

    find out more

    Meet At

    Further information

    Price per delegate:
    1 delegate: £250.00
    2 delegates: £225.00
    3+: £200.00

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

    Cancellations and substitutions:

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

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

    • Event TypeHQN Training
    • VenueBirmingham
    • Start24 Jan 2019 10:00
    • End24 Jan 2019 16:00

    Project management bootcamp – how to deliver a successful project

    Details

    Project management bootcamp – how to deliver a successful project

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

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

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

    What will delegates learn? 

    • Differences between a project and business as usual 
    • Benefits of project management 
    • Project lifecycle and features of a successful project 
    • Roles within a project and characteristics of effective project teams 
    • Producing a project plan 
    • Scheduling and resource management 
    • Monitoring and reporting 
    • Communications 
    • Stakeholder management 
    • Risk and issue management - and what to do if things go wrong 
    • How to successfully conclude a project. 

    Who should attend? 

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

    Our trainer

    Ruth Walker-Cotton is a qualified project manager (APM PMQ) and a member of the Association of Project Management. Ruth has successfully written and implemented strategies and managed major campaigns and projects within the NHS, Housing and charity sectors. Ruth is experienced in people management and loves designing and implementing systems and processes to ensure clarity and efficiency.

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

    This course will also be running in London and Manchester.

    find out more

    Meet At

    Further information

    Price per delegate:
    1 delegate: £250.00
    2 delegates: £225.00
    3+: £200.00

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

    Cancellations and substitutions:

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

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

    • Event TypeHQN Training
    • VenueManchester
    • Start24 Jan 2019 10:00
    • End24 Jan 2019 16:00

    Social media for organisations

    Details

    Social media for organisations

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

    This course will… 

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

    Delegates will learn to… 

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

    Workshop outline 

    • Understanding social media and its potential uses for organisations 
    • Examining the risks associated with social media and planning how to overcome them 
    • The impact of social media on employer and organisational brand and planning how to improve this 
    • How to use social media for customer and employee engagement 
    • Designing content for social media inside and outside the organisation. 

    Who should attend 

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

    Our trainer

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

    find out more

    Meet At

    Further information

    Price per delegate
    1 delegate: £250.00 *
    2 delegates: £225.00 *
    3+: £200.00 *

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

    Cancellations and substitutions:

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

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

    • Event TypeHQN Training
    • VenueLondon
    • Start24 Jan 2019 10:00
    • End24 Jan 2019 16:00

    The complete works of Universal Credit

    Details

    The complete works of Universal Credit

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

    Like Shakespeare’s plays: 

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

    Course modules: 

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

    Our trainer

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

    This course will also be running in Manchester and Bristol.

    find out more

    Meet At

    Further information

    Price per delegate
    Non-members:

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

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

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

    Cancellations and substitutions:

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

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

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