• Event TypePublic training - virtual
    • VenueVirtual training
    • Start13 Oct 2021 10:00
    • End15 Nov 2021 11:30

    Universal Credit (UC) – get and stay up to date with HQN’s Micro Learning

    Details

    Universal Credit (UC) – get and stay up to date with HQN’s Micro Learning

    Bite sized content and short nuggets of information on individual UC subjects designed to take a deeper dive into one element at a time.

    All workshops 90 mins each delivered live, virtually.

    Understanding non-dependents and bedroom tax rules in UC – 13 October 2021 – COMPLETED
    Looks at who is a non-dep, when deductions are made, how much / differences to HB

    Deductions in UC – 19 October 2021
    Looks at priority order, types of deductions, how much, causing hardship

    In prison/remand/recall and other temporary absence – 26 October 2021
    Looks at notifying UC, how housing costs are affected, how to avoid and resolve problems

    Self-employed – 2 November 2021
    Looks at who is self-employed, reporting income, minimum income floor, start-up period, expenses 

    Challenging decisions – 15 November 2021
    Looks at who can challenge, how to challenge, time limits, complaints,appeals                                                                                                 

    To book an individual session follow the above links and complete the booking form.

     

    Who should attend?

    Sessions are all aimed at staff who have a basic knowledge of UC and want to understand a bit more about specific aspects of UC or need a refresher.

    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.

    To book an individual session follow the above links and complete the booking form

    find out more

    Meet At

    Further information

    Price per delegate
    Per session:**

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

    * Please note that all prices are subject to standard VAT. Byte Size members do not qualify for member discounts. Please call 01904 557150 for more information.

    To book onto the individual sessions please follow the links in the text on the left and complete the booking form on its page.

    Cancellations and substitutions:

    If you are unable to attend an event or public training course, please let us know in writing (email is fine) at least 48 hours before. Please email events@hqnetwork.co.uk

    Otherwise, a cancellation fee of £60 plus VAT will be chargeable.

    If you are using a package place to attend and do not inform us within the agreed time frame, then a place will be taken to cover your non-attendance.

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

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start26 Oct 2021 10:00
    • End26 Oct 2021 16:00

    Asset management masterclass

    Details

    Asset management masterclass

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

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

    What the course will cover: 

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

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

    Who should attend? 

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

    Our trainer

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

    This course will also be running on 14 December 2021.

    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 *

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

    Cancellations and substitutions:

    If you are unable to attend an event or public training course, please let us know in writing (email is fine) at least 48 hours before. Please email events@hqnetwork.co.uk

    Otherwise, a cancellation fee of £60 plus VAT will be chargeable.

    If you are using a package place to attend and do not inform us within the agreed time frame, then a place will be taken to cover your non-attendance.

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

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start26 Oct 2021 10:00
    • End26 Oct 2021 11:30

    Universal Credit (UC) – get and stay up to date with HQN’s Micro Learning

    Details

    Universal Credit (UC) – get and stay up to date with HQN’s Micro Learning

    Session three: In prison/remand/recall and other temporary absence

    Looks at notifying UC, how housing costs are affected, how to avoid and resolve problems
     

    HQN's Micro Learning is a series of bite sized content and short nuggets of information on individual UC subjects designed to take a deeper dive into one element at a time. Other courses in this series are listed below. For details and to book your place on the other sessions please click the links below.

    All workshops 90 mins each delivered live, virtually.

    Understanding non-dependents and bedroom tax rules in UC – 13 October 2021 – COMPLETED
    Looks at who is a non-dep, when deductions are made, how much / differences to HB

    Deductions in UC – 19 October 2021
    Looks at priority order, types of deductions, how much, causing hardship

    Self-employed – 2 November 2021
    Looks at who is self-employed, reporting income, minimum income floor, start-up period, expenses 

    Challenging decisions – 15 November 2021
    Looks at who can challenge, how to challenge, time limits, complaints,appeals 


    Who should attend?

    Sessions are all aimed at staff who have a basic knowledge of UC and want to understand a bit more about specific aspects of UC or need a refresher.

    Our trainer

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

    find out more

    Meet At

    Further information

    Price per delegate
    Per session:**

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

    * Please note that all prices are subject to standard VAT. Byte Size members do not qualify for member discounts. Please call 01904 557150 for more information.

    **To book onto the other sessions please follow the links in the text on the left and complete the booking form on its page.

    Cancellations and substitutions:

    If you are unable to attend an event or public training course, please let us know in writing (email is fine) at least 48 hours before. Please email events@hqnetwork.co.uk

    Otherwise, a cancellation fee of £60 plus VAT will be chargeable.

    If you are using a package place to attend and do not inform us within the agreed time frame, then a place will be taken to cover your non-attendance.

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

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start27 Oct 2021 10:00
    • End28 Oct 2021 13:00

    MIST 2021… Maximising Income, Sustaining Tenancies

    Details

    MIST 2021… Maximising Income, Sustaining Tenancies

    A practical masterclass to prepare your service for what lies ahead.

    We enter 2021 with housing providers facing an evolving set of challenges in an uncertain economic and societal climate.

    Covid-19 continues to impact on every household and presents an unprecedented risk to rental income streams. The response from housing providers has been impressive, particularly in terms of the support available to customers and communities. But the critical question is – how prepared is your service for what lies ahead?

    MIST 2021 examines proven ways in which housing providers can minimise debt risk, maximise collection, and sustain tenancies.

    Whether you’re looking for ideas to refresh a high-performing service or a complete revamp, this is the workshop for you.

    What will the workshop cover?

    Tony Newman will draw on his practical experience, and over fifteen years of close scrutiny, of income management services across the UK.

    The workshop will focus on how to shape a robust service that is flexible to adapt to a changing landscape:

    • What works and what doesn’t? And how do we measure this?
    • Lockdown Lessons – Who is performing well and how are they doing it?
    • What does the Social Housing White Paper mean for income management?
    • How to test the service and build a continuous improvement plan that delivers
    • Knowledge Lab –  An opportunity to network and share positive practice and tips
    • Beyond eviction – Why we need a reframe: Income management as part of homelessness reduction.

    Whether a registered provider, local authority or ALMO, delegates will leave with a wealth of practical ideas, tips and resources.

    What support do we get?

    A full resource pack will be provided after the workshop together with an optional one-hour follow-up session.

    Afterwards, Tony will continue to answer any questions arising from the sessions.

    Who should attend?

    This workshop is suitable for everyone interested in managing tenancies, supporting households and sustaining housing income. The content will particularly benefit those in senior income management or team leader roles.

    The workshop can also be tailored for in-house delivery.

    Timings          

    This online workshop is delivered virtually over two half-day sessions.

    Each session runs from 10:00am to 13:00pm (break 11:20am to 11:40am).

    Our trainer

    Tony Newman is an independent project manager, consultant and trainer, Tony has over 40 years’ experience across a range of industries, in the private and public sectors, including extensive experience in social housing.

    Tony’s work centres on helping clients to maximise income and improve services to customers, especially supporting the financial wellbeing and independence of vulnerable people.

    Tony studied psychology and philosophy at the University of Stirling and maintains an interest in communication and behavioural science, which he incorporates into his work.

    Tony designed Housing Quality Network’s income management and financial inclusion toolkits and leads on HQN’s unique accreditation service for income management. He has conducted many improvement projects and inspections and has a track record of supporting clients to improve performance in challenging environments.

    Tony is a member of numerous professional and representative organisations. These include the Chartered Institute of Housing, Chartered Institute of Credit Management, the British Institute of Learning Disabilities, the Project Management Institute, the Housing Studies Association and the Financial Health Exchange.

    Since 2011, Tony has been a visiting lecturer and tutor at the University of Salford and is an associate of the University’s Sustainable Housing and Urban Studies Unit.

    find out more

    Meet At

    Further information

    Price per delegate
    Non-members:

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

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

    * Please note that all prices are subject to standard VAT. Byte Size members do not qualify for member discounts. Please call 01904 557150 for more information.

    Cancellations and substitutions:

    If you are unable to attend an event or public training course, please let us know in writing (email is fine) at least 48 hours before. Please email events@hqnetwork.co.uk

    Otherwise, a cancellation fee of £60 plus VAT will be chargeable.

    If you are using a package place to attend and do not inform us within the agreed time frame, then a place will be taken to cover your non-attendance.

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

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start02 Nov 2021 10:00
    • End02 Nov 2021 16:00

    Tenancy fraud

    Details

    Tenancy fraud

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

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

    Delegates will learn about:

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

    Who should attend?

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

    Our trainer

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

    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 *

    * Please note that all prices are subject to standard VAT. Byte Size members do not qualify for member discounts. Please call 01904 557150 for more information.

    Cancellations and substitutions:

    If you are unable to attend an event or public training course, please let us know in writing (email is fine) at least 48 hours before. Please email events@hqnetwork.co.uk

    Otherwise, a cancellation fee of £60 plus VAT will be chargeable.

    If you are using a package place to attend and do not inform us within the agreed time frame, then a place will be taken to cover your non-attendance.

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

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start02 Nov 2021 10:00
    • End02 Nov 2021 11:30

    Universal Credit (UC) – get and stay up to date with HQN’s Micro Learning

    Details

    Universal Credit (UC) – get and stay up to date with HQN’s Micro Learning

    Session four: Self-employed 

    Looks at who is self-employed, reporting income, minimum income floor, start-up period, expenses 
     

    HQN's Micro Learning is a series of bite sized content and short nuggets of information on individual UC subjects designed to take a deeper dive into one element at a time. Other courses in this series are listed below. For details and to book your place on the other sessions please click the links below.

    All workshops 90 mins each delivered live, virtually.

    Understanding non-dependents and bedroom tax rules in UC – 13 October 2021 – COMPLETED
    Looks at who is a non-dep, when deductions are made, how much / differences to HB

    Deductions in UC – 19 October 2021
    Looks at priority order, types of deductions, how much, causing hardship

    In prison/remand/recall and other temporary absence – 26 October 2021
    Looks at notifying UC, how housing costs are affected, how to avoid and resolve problems

    Challenging decisions – 15 November 2021
    Looks at who can challenge, how to challenge, time limits, complaints,appeals


    Who should attend?

    Sessions are all aimed at staff who have a basic knowledge of UC and want to understand a bit more about specific aspects of UC or need a refresher.

    Our trainer

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

    find out more

    Meet At

    Further information

    Price per delegate
    Per session:**

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

    * Please note that all prices are subject to standard VAT. Byte Size members do not qualify for member discounts. Please call 01904 557150 for more information.

    **To book onto the other sessions please follow the links in the text on the left and complete the booking form on its page.

    Cancellations and substitutions:

    If you are unable to attend an event or public training course, please let us know in writing (email is fine) at least 48 hours before. Please email events@hqnetwork.co.uk

    Otherwise, a cancellation fee of £60 plus VAT will be chargeable.

    If you are using a package place to attend and do not inform us within the agreed time frame, then a place will be taken to cover your non-attendance.

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

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start03 Nov 2021 09:30
    • End03 Nov 2021 16:00

    Communal area and block inspections – what you need to know

    Details

    Communal area and block inspections – what you need to know

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

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

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

    Aims and objectives:

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

    Who should attend?

    All

    • Anyone in housing management

    Our trainer

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

    Delegate Feedback

    I would absolutely recommend this training. Nancy is a star and I specifically asked for her course after seeing her early in January 2020 in Manchester and will continue to attend any other courses she delivers that is how highly I rate her as a lecturer and genuinely lovely lady. I can’t speak more highly of her”

    If you would like to be added to our waiting list please email events@hqnetwork.co.uk

    Sold out

    find out more

    Meet At

    Further information

    Fees
    Price per delegate

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

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

    * Please note that all prices are subject to standard VAT. Byte Size members do not qualify for member discounts. Please call 01904 557150 for more information.

                                        

    Key to who should attend:

    Basic/refresher
    Refresher/Basic

    Intermediate
    Intermediate

    Advanced
    Advanced

    All
    Suitable for staff of all levels

                                        

    This course will be particularly relevant to members of:

    Housing Management Network The Housing Management Network

                                        

    Cancellations
    Cancellations and substitutions:

    If you are unable to attend an event or public training course, please let us know in writing (email is fine) at least 48 hours before. Please email events@hqnetwork.co.uk

    Otherwise, a cancellation fee of £60 plus VAT will be chargeable.

    If you are using a package place to attend and do not inform us within the agreed time frame, then a place will be taken to cover your non-attendance.

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

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start03 Nov 2021 09:30
    • End03 Nov 2021 15:00

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

    Details

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

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

    This one-day course will cover:

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

    Who should attend?

    Intermediate   Advanced

    All officers with responsibility for:

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

    Our trainer

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

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

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

    Sold out

    This course will also be running on 13 December 2021.

    find out more

    Meet At

    Further information

    Fees
    Price per delegate

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

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

    * Please note that all prices are subject to standard VAT. Byte Size members do not qualify for member discounts. Please call 01904 557150 for more information.

                                        

    Key to who should attend:

    Basic/refresher
    Refresher/Basic

    Intermediate
    Intermediate

    Advanced
    Advanced

    All
    Suitable for staff of all levels

                                        

    This course will be particularly relevant to members of:

    Leasehold Network
    The Leasehold Network

                                        

    Cancellations
    Cancellations and substitutions:

    If you are unable to attend an event or public training course, please let us know in writing (email is fine) at least 48 hours before. Please email events@hqnetwork.co.uk

    Otherwise, a cancellation fee of £60 plus VAT will be chargeable.

    If you are using a package place to attend and do not inform us within the agreed time frame, then a place will be taken to cover your non-attendance.

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

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start03 Nov 2021 09:30
    • End03 Nov 2021 15:00

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

    Details

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

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

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

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

    We will explore: 

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

    Who should attend? 

    Refresher/Basic   Intermediate

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

    Our trainer 

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

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

    This course will also be running on 26 January 2022.

    find out more

    Meet At

    Further information

    Fees
    Price per delegate

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

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

    * Please note that all prices are subject to standard VAT. Byte Size members do not qualify for member discounts. Please call 01904 557150 for more information.

                                        

    Key to who should attend:

    Basic/refresher
    Refresher/Basic

    Intermediate
    Intermediate

    Advanced
    Advanced

    All
    Suitable for staff of all levels

                                        

    Dates
    Alternative dates

    4 August 2021

                                        

    This course will be particularly relevant to members of:

    Residents Network
    The Residents' Network

                                        

    Cancellations
    Cancellations and substitutions:

    If you are unable to attend an event or public training course, please let us know in writing (email is fine) at least 48 hours before. Please email events@hqnetwork.co.uk

    Otherwise, a cancellation fee of £60 plus VAT will be chargeable.

    If you are using a package place to attend and do not inform us within the agreed time frame, then a place will be taken to cover your non-attendance.

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

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start04 Nov 2021 10:00
    • End04 Nov 2021 13:00

    Customer journey mapping workshop

    Details

    Customer journey mapping workshop

    The Social Housing White Paper puts tenants at the heart of our services. Getting the experience right saves the organisation and the customer time, money and effort.

    Understanding the different journeys that customers take is an incredibly powerful technique to see and improve the customer experience.

    Knowing how to map the customer journey and spot the little changes that can make an enormous difference is vital – that’s why we’re running a journey mapping workshop.

    Our facilitator Nigel Greenwood has 30 years’ experience in journey mapping both as a practitioner and a trainer. He has run workshops worldwide and had three books published on the customer experience.

    The added bonus – Nigel is new to the social housing sector and approaches this training with fresh eyes. In his words:

    “When mapping your customer journey, you need to see the organisation as a customer or user does – and that means knowing as little about the sector or organisation as a customer would. Journey mapping is a great technique, but the real secret is in knowing what questions to ask. What seems obvious to an employee may not be to a user or customer”

    This interactive workshop will:

    • Explain the six principles of great customer experience and how they fit into customer journeys
    • Demonstrate a simple technique for creating a customer journey map
    • Explain the necessary questions and techniques to really look through the customers’ eyes
    • Get you mapping your customer journeys so you can practice and get feedback and help on the day.

    Nigel will ask the questions the sector has forgotten about and will challenge our assumptions and ways of working. Be prepared to rethink and refresh your approach.

    Who should attend?

    This training is essential for everyone – staff, team leaders and managers – with responsibility for reviewing, or have an interest in, service improvement, particularly those who want to improve services based on a tenant centred approach. It is really useful for staff and managers involved in tenant engagement and scrutiny. It assumes little or no previous knowledge of customer journey mapping so is ideal for anyone wanting a basic introduction.

    Our trainer

    Nigel Greenwood is a former Head of Channel Management and Head of Customer Loyalty for HBOS PLC. He has mapped customer journeys and improved customer experience for 28 years.

    After 27 years working in large corporates, Nigel launched Simply Customer in 2014 as a customer experience consultancy. Examples of the impact his work has had include:

    • 100% immediate improvement in lead to sale conversion
    • 80% improvement in customer retention within 12 months
    • 67% improvement in conversion of quotation issued to sale
    • 800% increase in sale of monthly retainer with quotation
    • 63% improvement in customer retention within three months
    • 30% increase in sales for a large corporate.

    He is an international speaker, with three books published on customer experience and journey mapping as well as two e-learning courses available on Udemy.

    Walking In Your Customers' Shoes: The step by step guide for SMEs - why and how to map your customer journeys to deliver rapid, profitable, sustainable business growth

    The Six Things That All Customers Want: A Practical Guide to Delivering Simply Brilliant Customer Service (Bite-Sized Business Books)

    WHY YOU SHOULD WELCOME CUSTOMER COMPLAINTS: (and what to do about them) (Bite-Sized Books)

    This course will also be running on 13 January 2022 and 9 March 2022

    Sold out

    find out more

    Meet At

    Further information

    Price per delegate
    Non-members:

    1 delegate: £200.00 *
    2 delegates: £175.00 *
    3+: £150.00 *

    Members of any HQN network:
    1 delegate: £175.00 *
    2 delegates: £150.00 *
    3+: £125.00 *

    * Please note that all prices are subject to standard VAT. Byte Size members do not qualify for member discounts. Please call 01904 557150 for more information.

    Cancellations and substitutions:

    If you are unable to attend an event or public training course, please let us know in writing (email is fine) at least 48 hours before. Please email events@hqnetwork.co.uk

    Otherwise, a cancellation fee of £60 plus VAT will be chargeable.

    If you are using a package place to attend and do not inform us within the agreed time frame, then a place will be taken to cover your non-attendance.

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

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start04 Nov 2021 10:00
    • End04 Nov 2021 16:00

    How possession proceedings work in the county court

    Details

    How possession proceedings work in the county court

    Possession proceedings should be a last resort for landlords as the implications for tenants are severe – the possible loss of their home. Any action must be shown to be both reasonable and proportionate. Landlords, now more than ever, need to ensure they are up-to-date with the latest changes (including those introduced during the Covid-19 pandemic) and practises on possession proceedings to ensure they do not fall foul to the changes.

    This virtual, live training is interactive. Delegates will work on real life case studies providing an engaging and effective learning experience and will leave feeling more empowered and confident in their understanding of how possession proceedings work.

    This course is designed for especially for staff who take, are involved in or need to know about possession action and all the practical steps involved.

    The session will cover:

    • The relevant legal frame work
    • When possession can be sought
    • Compliance with the Ppe-action protocol for social housing landlords
    • Relevant grounds for seeking possession (mandatory and discretionary)
    • How to carry out justification/ proportionality risk assessments effectively
    • Drafting and serving notices
    • Issuing proceedings and the court process
    • Ensuring paperwork is in order for the ‘review hearings’
    • Attending a Court hearing remotely or in person
    • Typical defences raised against landlords
    • Applying for a warrant of possession
    • Case studies for rent arrear and nuisance possession cases
    • Relevant case law and Human Rights impact.

    What will delegates learn?

    • Understand why possession must be a last resort
    • Ensure all evidence is included in court documents (including impact of Covid-19 on the tenant and occupiers)
    • Understand the current challenges faced during the pandemic in seeking possession
    • Understand the impact of changes to the Civil procedure rules on possession proceedings
    • How to be prepared for defences and counter claims.

    Who should attend?

    Essential for staff who take, are involved in or need to know about possession action and all the practical steps involved. Suitable for new staff and as a refresher.

    Our trainer

    Aisha Akhtar qualified as a lawyer in 2009 having taken a keen interest in social housing. She has worked both in-house and in private practice. She joined Network Homes in October 2017 as their in-house social housing expert. She manages a team and deals with all housing management matters. 

    She has been a board member for a housing association previously in East London and is currently an Advisory Board member for Inspirited Minds (a mental health Charity).

    She has delivered training sessions throughout the country on various topics throughout her career. She regularly delivers both public and tailor made in-house training to various HAs and LAs.

    Aisha really enjoys delivering training and empowering people, she makes the sessions interactive so there is an exchange of ideas so delegates leave feeling confident in implementing positive change.

    If you would like to be added to our waiting list please email events@hqnetwork.co.uk

    Sold out

    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 *

    * Please note that all prices are subject to standard VAT. Byte Size members do not qualify for member discounts. Please call 01904 557150 for more information.

    Cancellations and substitutions:

    If you are unable to attend an event or public training course, please let us know in writing (email is fine) at least 48 hours before. Please email events@hqnetwork.co.uk

    Otherwise, a cancellation fee of £60 plus VAT will be chargeable.

    If you are using a package place to attend and do not inform us within the agreed time frame, then a place will be taken to cover your non-attendance.

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

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start04 Nov 2021 10:00
    • End05 Nov 2021 13:00

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

    Details

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

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

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

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

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

    Why “Rent First?”

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

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

    What will delegates learn?

    These workshops will boost participants’ knowledge and confidence in:

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

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

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

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

    Timings        

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

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

    Who should attend?

    All

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

    Our trainer

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

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

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

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

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

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

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

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

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

    What previous delegates have said:

    • "Tony was really knowledgeable and I found the break out sessions to be of huge benefit to see how other organisations work differently" - Folkestone and Hythe District council

    This course will also be running on 8 & 9 December 2021.

    find out more

    Meet At

    Further information

    Fees
    Price per delegate

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

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

    * Please note that all prices are subject to standard VAT. Byte Size members do not qualify for member discounts. Please call 01904 557150 for more information.

                                        

    Key to who should attend:

    Basic/refresher
    Refresher/Basic

    Intermediate
    Intermediate

    Advanced
    Advanced

    All
    Suitable for staff of all levels

                                        

    Dates
    Alternative dates

    8 & 9 December 2021

                                        

    This course will be particularly relevant to members of:

    Rent Income Excellence Network
    The Rent Income Excellence Network

                                        

    Cancellations
    Cancellations and substitutions:

    If you are unable to attend an event or public training course, please let us know in writing (email is fine) at least 48 hours before. Please email events@hqnetwork.co.uk

    Otherwise, a cancellation fee of £60 plus VAT will be chargeable.

    If you are using a package place to attend and do not inform us within the agreed time frame, then a place will be taken to cover your non-attendance.

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

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start04 Nov 2021 10:00
    • End04 Nov 2021 16:00

    Void repairs masterclass – avoid empty promises

    Details

    Void repairs masterclass – avoid empty promises

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

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

    This course covers

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

    Who should attend?

    Refresher/Basic   Intermediate

    • 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.

    This course will also be running on 22 September 2021.

    find out more

    Meet At

    Further information

    Fees
    Price per delegate

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

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

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

                                        

    Key to who should attend:

    Basic/refresher
    Refresher/Basic

    Intermediate
    Intermediate

    Advanced
    Advanced

    All
    Suitable for staff of all levels

                                        

    This course will be particularly relevant to members of:

    Leasehold Network
    The Leasehold Network

    Housing Management Network
    The Housing Management Network

    Strategic Network
    The Strategic Network

                                        

    Cancellations
    Cancellations and substitutions:

    If you are unable to attend an event or public training course, please let us know in writing (email is fine) at least 48 hours before. Please email events@hqnetwork.co.uk

    Otherwise, a cancellation fee of £60 plus VAT will be chargeable.

    If you are using a package place to attend and do not inform us within the agreed time frame, then a place will be taken to cover your non-attendance.

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

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start09 Nov 2021 09:30
    • End09 Nov 2021 15:00

    Communication skills masterclass

    Details

    Communication skills masterclass

    This course is a synthesis of the most famous, widely used and evidence-based communication techniques that are available which can be applied in any situation.

    You will:

    • Understand motivational interviewing techniques - open questioning, reflective listening and summarising skills
    • Explore NLP and how it can help understand our own and others’ communication style, body language and priority system
    • Explore CBT and how to identify and address negative mindsets in ourselves, and others
    • Understand what defence mechanisms are, how to spot and address them
    • Learn how to use negative and use positive language effectively
    • Explore transactional analysis skills, particularly the ‘Parent-adult-child’ model.

    Who should attend?

    Refresher/Basic   Intermediate

    Everyone at all levels and especially staff who deal with difficult or challenging situations.

    • Front line staff
    • Middle management
    • Senior management.

    Our trainer

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

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

    This course will also be running on 28 January 2022.

    find out more

    Meet At

    Further information

    Fees
    Price per delegate

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

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

    * Please note that all prices are subject to standard VAT. Byte Size members do not qualify for member discounts. Please call 01904 557150 for more information.

                                        

    Key to who should attend:

    Basic/refresher
    Refresher/Basic

    Intermediate
    Intermediate

    Advanced
    Advanced

    All
    Suitable for staff of all levels

                                        

    Dates
    Alternative dates

    7 July 2021

                                        

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

                                        

    Cancellations
    Cancellations and substitutions:

    If you are unable to attend an event or public training course, please let us know in writing (email is fine) at least 48 hours before. Please email events@hqnetwork.co.uk

    Otherwise, a cancellation fee of £60 plus VAT will be chargeable.

    If you are using a package place to attend and do not inform us within the agreed time frame, then a place will be taken to cover your non-attendance.

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

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start09 Nov 2021 09:30
    • End09 Nov 2021 15:00

    Making your leasehold service work for you

    Details

    Making your leasehold service work for you

    Does your organisation manage leasehold properties? If so, are you doing enough to ensure you recover the costs of delivering your leasehold service and maximising your income?

    With an increased government emphasis on home ownership including shared ownership, starter homes and the implementation of the voluntary Right to Buy for housing associations, we’ll see an increase in leasehold properties in the coming years. It’s more important than ever that organisations get their leasehold service right. This training will help you with practical help and advice that you can take back to your workplace.

    What will participants learn?

    • What you need to have in place to ensure you recover the cost of the services you provide
    • What fees you can charge for delivering your leasehold service
    • How to recover service charges from your leaseholders
    • What relationships you need to build to ensure you provide an effective and efficient leasehold service.

    Who should attend?

    All staff who are involved in dealing with leasehold schemes including frontline leasehold management staff, team leaders and managers.

    Our trainer

    Helen Muir has extensive experience in the housing sector having worked in senior roles for two large housing groups, where her responsibilities included sales programme delivery and the management of over 5,000 shared ownership/leasehold homes, as well as leading on anti money laundering process and procedure.

    Helen has worked as a trainer and consultant since 2012 specialising in affordable home ownership, leasehold management, Right to Buy and anti money laundering. She has provided interim management and strategic and operational support to a number of registered providers, local authorities and private sector companies and is HQN’s lead on anti money laundering.

    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 *

    * Please note that all prices are subject to standard VAT. Byte Size members do not qualify for member discounts. Please call 01904 557150 for more information.

    Cancellations and substitutions:

    If you are unable to attend an event or public training course, please let us know in writing (email is fine) at least 48 hours before. Please email events@hqnetwork.co.uk

    Otherwise, a cancellation fee of £60 plus VAT will be chargeable.

    If you are using a package place to attend and do not inform us within the agreed time frame, then a place will be taken to cover your non-attendance.

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

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start10 Nov 2021 09:00
    • End10 Nov 2021 13:00

    First steps into management – sink or swim!

    Details

    First steps into management – sink or swim!

    The most difficult time for a manager is often within the first six months of being promoted into a management position. Taking that first step into management can be incredibly daunting – particularly when you’ve been promoted from within your own team.

    The Harvard Business Review article ‘Becoming the Boss’ describes the struggles that new managers face as representing the norm, not the exception.

    This practical and participative workshop explores those struggles and challenges and helps you to focus on the key criteria necessary for making a confident transition into management.

    You will learn:

    • To be able to choose and use a style of management that suits both the individual and the situation
    • To confidently manage people who were previously a peer group
    • To understand the manager’s role in the development of the team
    • To acknowledge and avoid the pitfalls of dysfunctional teams
    • To enable individuals to achieve their potential by recognising their motivators
    • To delegate effectively and give meaningful feedback.

    What the course will cover:

    Choosing your leadership style:

    • Roles and responsibilities of team leaders and managers
    • The six styles – which works for you?
    • Managing in the 21st century – exploding the myths
    • The challenges of moving from team member to team leader.

    Creating high performing teams:

    • Moving from pseudo team to real team
    • Characteristics of high-performing teams – self-assessment activity
    • Identifying and overcoming the dysfunctions of teams.

    Getting the best out of individuals:

    • What fires them up? The eight desires of motivation
    • Challenging the under-performers
    • The art of delegation
    • Giving praise and developmental feedback.

    Review and action planning:

    • What’s going to be different tomorrow?

    Who should attend?

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

    Our trainer

    Sue Waterall is a training specialist with over 15 years’ experience of training design and delivery in both the public and private sector. She is passionate about personal development and behavioural change, and uses her energy and facilitation skills to create a positive, stimulating learning environment. Sue is a certified practitioner of NLP, is accredited in the use of a range of emotional intelligence inventories and holds the CIPD Certificate in Training Practice.

    find out more

    Meet At

    Further information

    Price per delegate
    Non-members:

    1 delegate: £200.00 *
    2 delegates: £175.00 *
    3+: £150.00 *

    Members of any HQN network:
    1 delegate: £175.00 *
    2 delegates: £150.00 *
    3+: £125.00 *

    * Please note that all prices are subject to standard VAT. Byte Size members do not qualify for member discounts. Please call 01904 557150 for more information.

    Cancellations and substitutions:

    If you are unable to attend an event or public training course, please let us know in writing (email is fine) at least 48 hours before. Please email events@hqnetwork.co.uk

    Otherwise, a cancellation fee of £60 plus VAT will be chargeable.

    If you are using a package place to attend and do not inform us within the agreed time frame, then a place will be taken to cover your non-attendance.

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

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start10 Nov 2021 09:30
    • End10 Nov 2021 16:00

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

    Details

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

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

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

    What will you learn?

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

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

    Who should attend?

    Refresher/Basic   Intermediate

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

    Our trainer

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

    If you would like to be added to our waiting list please email events@hqnetwork.co.uk

    Sold out

    find out more

    Meet At

    Further information

    Fees
    Price per delegate

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

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

    * Please note that all prices are subject to standard VAT. Byte Size members do not qualify for member discounts. Please call 01904 557150 for more information.

                                        

    Key to who should attend:

    Basic/refresher
    Refresher/Basic

    Intermediate
    Intermediate

    Advanced
    Advanced

    All
    Suitable for staff of all levels

                                        

    This course will be particularly relevant to members of:

    Housing Management Network
    The Housing Management Network

    Residents Network
    The Residents' Network

                                        

    Cancellations
    Cancellations and substitutions:

    If you are unable to attend an event or public training course, please let us know in writing (email is fine) at least 48 hours before. Please email events@hqnetwork.co.uk

    Otherwise, a cancellation fee of £60 plus VAT will be chargeable.

    If you are using a package place to attend and do not inform us within the agreed time frame, then a place will be taken to cover your non-attendance.

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

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start11 Nov 2021 09:30
    • End09 Dec 2021 11:00

    Fire safety toolbox

    Details

    Fire safety toolbox

    The fire safety toolbox is a series of useful sessions that look at different elements of fire safety. 

    The courses in this series are listed below. 

    Fire safety awareness – 11 November 2021
    This session will provide you with an appropriate understanding of the common fire safety hazards that you are likely to come across when you’re out and about, which will then equip you with the knowledge to spot potential hazards and the proportionate approach to rectify them.

    Book now 

     

    Fire doors – 18 November 2021
    This session will provide you with an introduction to fire doors and their critical purpose in buildings. In addition, you will learn about the components that ‘make up’ a fire door and understand how to recognise common issues together with how they directly affect their integrity.

    Book now

     

    Fire stopping and compartmentation – 25 November 2021
    This session will provide you an overview of compartmentation and why it is critical in certain parts of a building. You will also understand the importance of fire stopping together with identifying  breaches in compartmentation through poor workmanship and why ‘pink foam’ has no real place in passive safety.

    Book now

     

    Fire safety equipment – 2 December 2021
    This session will take you through the various elements of fire safety equipment, both passive and active systems, and how they interact with each other. You will understand the legal requirement for maintenance identified within the relevant British Standards; includes fire alarms, emergency lighting, AOVs, dry risers, lightning conductors and more.

    Book now

     

    Fire safety on construction sites – 9 December 2021
    This session will run through the key points of what you should be doing, as an organisation, in respect to the fire safety management on sites where timber framed buildings are being constructed; we will also consider any additional measures during close-down of sites at this time of coronavirus.

    Book now

     

    To book an individual session follow the above links and complete the booking form.

    To book all five sessions, please complete the booking form below. This series will also be running in July and August, please click here for details. If you would like to combine all five sessions across both series please email events@hqnetwork.co.uk.

     

    Who should attend?

    Refresher/Basic   Intermediate

    Our trainer

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

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

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

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

    find out more

    Meet At

    Further information

    Fees
    Price per delegate

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

    Attend all five sessions:
    Non-members: £525.00 *
    Members of any HQN network: £400.00 *

    Book now

    * Please note that all prices are subject to standard VAT. Byte Size members do not qualify for member discounts. Please call 01904 557150 for more information.

    **To book onto individual sessions please follow the links in the text on the left and complete the booking form on its page.

                                        

    Key to who should attend:

    Basic/refresher
    Refresher/Basic

    Intermediate
    Intermediate

    Advanced
    Advanced

    All
    Suitable for staff of all levels

                                        

    This course will be particularly relevant to members of:

    Health and Safety Network
    The Health and Safety Network

                                        

    Cancellations
    Cancellations and substitutions:

    If you are unable to attend an event or public training course, please let us know in writing (email is fine) at least 48 hours before. Please email events@hqnetwork.co.uk

    Otherwise, a cancellation fee of £60 plus VAT will be chargeable.

    If you are using a package place to attend and do not inform us within the agreed time frame, then a place will be taken to cover your non-attendance.

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

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start11 Nov 2021 09:30
    • End11 Nov 2021 11:00

    Fire safety toolbox – session one: Fire safety awareness

    Details

    Fire safety toolbox – session one: Fire safety awareness

    Out on the front line, what should we look for?

    This session will provide you with an appropriate understanding of the common fire safety hazards that you are likely to come across when you’re out and about, which will then equip you with the knowledge to spot potential hazards and the proportionate approach to rectify them.

     

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

    Fire doors – 18 November 2021

    Fire stopping and compartmentation – 25 November 2021

    Fire safety equipment – 2 December 2021

    Fire safety on construction sites – 9 December 2021

    If you would like to attend all five sessions please use the following link and complete the booking form – Attend all five sessions.

     

    Who should attend?

    Refresher/Basic   Intermediate

    Our trainer

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

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

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

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

    find out more

    Meet At

    Further information

    Fees
    Price per delegate

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

    Attend all five sessions:**
    Non-members: £525.00 *
    Members of any HQN network: £400.00 *

    * Please note that all prices are subject to standard VAT. Byte Size members do not qualify for member discounts. Please call 01904 557150 for more information.

    **To book onto all five sessions please follow the link in the text on the left and complete the booking form on its page.

                                        

    Key to who should attend:

    Basic/refresher
    Refresher/Basic

    Intermediate
    Intermediate

    Advanced
    Advanced

    All
    Suitable for staff of all levels

                                        

    This course will be particularly relevant to members of:

    Health and Safety Network
    The Health and Safety Network

                                        

    Cancellations
    Cancellations and substitutions:

    If you are unable to attend an event or public training course, please let us know in writing (email is fine) at least 48 hours before. Please email events@hqnetwork.co.uk

    Otherwise, a cancellation fee of £60 plus VAT will be chargeable.

    If you are using a package place to attend and do not inform us within the agreed time frame, then a place will be taken to cover your non-attendance.

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

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start15 Nov 2021 10:00
    • End15 Nov 2021 11:30

    Universal Credit (UC) – get and stay up to date with HQN’s Micro Learning

    Details

    Universal Credit (UC) – get and stay up to date with HQN’s Micro Learning

    Session five: Challenging decisions

    Looks at who can challenge, how to challenge, time limits, complaints,appeals 


    HQN's Micro Learning is a series of bite sized content and short nuggets of information on individual UC subjects designed to take a deeper dive into one element at a time. Other courses in this series are listed below. For details and to book your place on the other sessions please click the links below.

    All workshops 90 mins each delivered live, virtually.

    Understanding non-dependents and bedroom tax rules in UC – 13 October 2021 – COMPLETED
    Looks at who is a non-dep, when deductions are made, how much / differences to HB

    Deductions in UC – 19 October 2021
    Looks at priority order, types of deductions, how much, causing hardship

    In prison/remand/recall and other temporary absence – 26 October 2021
    Looks at notifying UC, how housing costs are affected, how to avoid and resolve problems

    Self-employed – 2 November 2021
    Looks at who is self-employed, reporting income, minimum income floor, start-up period, expenses

     

    Who should attend?

    Sessions are all aimed at staff who have a basic knowledge of UC and want to understand a bit more about specific aspects of UC or need a refresher.

    Our trainer

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

    find out more

    Meet At

    Further information

    Price per delegate
    Per session:**

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

    * Please note that all prices are subject to standard VAT. Byte Size members do not qualify for member discounts. Please call 01904 557150 for more information.

    **To book onto the other sessions please follow the links in the text on the left and complete the booking form on its page.

    Cancellations and substitutions:

    If you are unable to attend an event or public training course, please let us know in writing (email is fine) at least 48 hours before. Please email events@hqnetwork.co.uk

    Otherwise, a cancellation fee of £60 plus VAT will be chargeable.

    If you are using a package place to attend and do not inform us within the agreed time frame, then a place will be taken to cover your non-attendance.

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

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start16 Nov 2021 09:30
    • End16 Nov 2021 15:00

    Advanced hoarding – working with hoarders

    Details

    Advanced hoarding – working with hoarders

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

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

    This course will:

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

    Who should attend?

    Intermediate   Advanced

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

    Our trainer

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

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

    This course will also be running on 9 March 2022.

    find out more

    Meet At

    Further information

    Fees
    Price per delegate

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

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

    * Please note that all prices are subject to standard VAT. Byte Size members do not qualify for member discounts. Please call 01904 557150 for more information.

                                        

    Key to who should attend:

    Basic/refresher
    Refresher/Basic

    Intermediate
    Intermediate

    Advanced
    Advanced

    All
    Suitable for staff of all levels

                                        

    This course will be particularly relevant to members of:

    Housing Management Network
    The Housing Management Network

    Residents Network
    The Residents' Network

                                        

    Cancellations
    Cancellations and substitutions:

    If you are unable to attend an event or public training course, please let us know in writing (email is fine) at least 48 hours before. Please email events@hqnetwork.co.uk

    Otherwise, a cancellation fee of £60 plus VAT will be chargeable.

    If you are using a package place to attend and do not inform us within the agreed time frame, then a place will be taken to cover your non-attendance.

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

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start16 Nov 2021 09:30
    • End16 Nov 2021 15:00

    Making scrutiny work – workshop for involved residents and resident involvement staff

    Details

    Making scrutiny work – workshop for involved residents and resident involvement staff

    Resident scrutiny is all about tenants and leaseholders holding their landlords to account. An effective scrutiny exercise should report on well evidenced findings and identify recommendations which really make a difference – benefiting both residents and landlords.

    But it’s not as simple as it sounds. This workshop will build on best practice and give delegates ideas to take back.

    Delegates will learn

    • How to set up and organise a resident scrutiny panel
    • What support and resources it should receive
    • The objectives and purpose of scrutiny
    • About working as a team
    • How to choose what to scrutinise
    • Methods that can be used in a scrutiny
    • How to work with the landlord body
    • How to source good practice for the service being scrutinised
    • The principles of producing an effective report
    • How to ensure a rigorous and robust set of conclusions
    • How to develop recommendations from those conclusions
    • How to ensure the recommendations are implemented.

    Who should attend

    Residents (tenants and leaseholders) of housing associations, local authorities and ALMOs.  Staff who work with and support involved residents. This workshop is ideal for everyone new to scrutiny as well as those wanting to refresh their approach.

    Our trainer

    Michael Guest is a well-established and sought-after consultant and trainer in housing. His expertise and experience extends across the housing sector, with specialisms in Governance and Resident Engagement. He is known for his highly professional, yet relaxed and approachable working style that lends itself in particular to learning and development assignments. This is combined with working comfortably at political and governance levels, through executive, management & operational staff and with involved residents and communities.

    After holding a number of senior management positions in housing, Michael has for the last 26 years been Director of Michael Guest Associates Ltd., providing consultancy and training to the sector. A key aspect of this work is as part of HQN programmes since its inception.

    Michael is a Chartered Housing Professional, Chartered Management Consultant and Chartered Manager.  A Fellow of the Chartered Institute of Housing he is a:

    • Regular Chair of and Lead Assessor on its Direct Finals Professional Interview Panels
    • Registered CIH Mentor for Senior Housing Professionals
    • Member of the Housing Academy, including as a trainer and as an Housing and Property Management Apprentices' Associate.

    He is also a Fellow of the Institute of Leadership and Management, the Royal Society for Public Health, the Chartered Management Institute, the Institute of Consulting, was awarded an MSc. (with Merit) in Leadership and Management in 2017, an MSc. (with Distinction) in Housing Studies in 2020 and a Postgraduate Certificate in Corporate Governance (with Distinction) in 2020.

    Outside of housing, Michael is a Chair of School Governors, Chair of the Board of a Learning Partnership company of schools and Company Secretary of a Leaseholders' Company.

    This course will also be running on 28 September 2021.

    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 *

    * Please note that all prices are subject to standard VAT. Byte Size members do not qualify for member discounts. Please call 01904 557150 for more information.

    Cancellations and substitutions:

    If you are unable to attend an event or public training course, please let us know in writing (email is fine) at least 48 hours before. Please email events@hqnetwork.co.uk

    Otherwise, a cancellation fee of £60 plus VAT will be chargeable.

    If you are using a package place to attend and do not inform us within the agreed time frame, then a place will be taken to cover your non-attendance.

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

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start16 Nov 2021 10:00
    • End16 Nov 2021 15:00

    Managing conflict, confrontation and challenging behaviour

    Details

    Managing conflict, confrontation and challenging behaviour

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

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

    By attending this course, you will:

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

    Course outline

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

    Who should attend?

    All

    Everyone who manages people.

    Our trainer

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

    find out more

    Meet At

    Further information

    Fees
    Price per delegate

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

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

    * Please note that all prices are subject to standard VAT. Byte Size members do not qualify for member discounts. Please call 01904 557150 for more information.

                                        

    Key to who should attend:

    Basic/refresher
    Refresher/Basic

    Intermediate
    Intermediate

    Advanced
    Advanced

    All
    Suitable for staff of all levels

                                        

    This course will be particularly relevant to members of:

    Housing quality network
    The Housing Quality Network

                                        

    Cancellations
    Cancellations and substitutions:

    If you are unable to attend an event or public training course, please let us know in writing (email is fine) at least 48 hours before. Please email events@hqnetwork.co.uk

    Otherwise, a cancellation fee of £60 plus VAT will be chargeable.

    If you are using a package place to attend and do not inform us within the agreed time frame, then a place will be taken to cover your non-attendance.

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

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start17 Nov 2021 10:00
    • End17 Nov 2021 13:00

    Collecting with care 2021 – Mental health, housing income and rent arrears

    Details

    Collecting with care 2021 – Mental health, housing income and rent arrears

    The Money and Mental Health Policy Institute estimates that one in three social housing tenants with rent arrears, experiences mental health problems.

    Some of these people will be your customers. How do you balance maximising income, with supporting vulnerable people? Collecting with Care will help you to strike that balance.

    The workshop will also consider the impact of the COVID-19 crisis on rent collection and working with vulnerable people.

    Programme

    What’s happening out there?

    • The scale and impact of mental health problems – on money, debt and housing income
    • An update on the latest research and policy developments.

    Policy into practice

    • An overview of the legislative framework and how this informs arrears management
    • Applying expert guidance in practice, including recommendations from the Royal College of Psychiatrists and the Money and Mental Health Policy Institute.

    Best practice and solutions

    • Case studies and practical examples of housing providers’ positive practice
    • Opportunities to share knowledge and tips amongst delegates
    • Practical tips and take-aways.

    Timing

    10:00 to 13:00
    Break 11:20 to 11:40

    Additional information

    • Presentation materials and positive practice examples will be shared
    • A free, one-hour online follow-up session will be offered.

    Our trainer

    An independent project manager, consultant and trainer, Tony has over 40 years’ experience across a range of industries, in the private and public sectors.

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

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

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

    As an HQN associate, Tony designed HQN’s income management and financial inclusion toolkits and leads on the accreditation service for income management and tenancy sustainment.

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

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

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

    Tony is a visiting lecturer at the University of Salford and is an associate of the University’s Sustainable Housing and Urban Studies Unit.

    find out more

    Meet At

    Further information

    Price per delegate
    Non-members:

    1 delegate: £200.00 *
    2 delegates: £175.00 *
    3+: £150.00 *

    Members of any HQN network:
    1 delegate: £175.00 *
    2 delegates: £150.00 *
    3+: £125.00 *

    * Please note that all prices are subject to standard VAT. Byte Size members do not qualify for member discounts. Please call 01904 557150 for more information.

    Cancellations and substitutions:

    If you are unable to attend an event or public training course, please let us know in writing (email is fine) at least 48 hours before. Please email events@hqnetwork.co.uk

    Otherwise, a cancellation fee of £60 plus VAT will be chargeable.

    If you are using a package place to attend and do not inform us within the agreed time frame, then a place will be taken to cover your non-attendance.

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

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start17 Nov 2021 10:00
    • End17 Nov 2021 16:00

    Homes (Fitness for Human Habitation) Act 2018 and housing disrepair

    Details

    Homes (Fitness for Human Habitation) Act 2018 and housing disrepair

    This virtual training course covers everything you need to know about the new Act. It takes a practical look at what it means to social housing providers highlighting the key changes and their implications.

    Course content:  

    Topics covered include:

    • The Homes (Fitness for Human Habitation) Act 2018 in detail
    • Who and what the new statute covers, what is excluded and what it all means in practise
    • How to deal with problematic issues relating to the statute and other safety duties i.e. access, retrofitting
    • Tenants' obligations "using the property in a tenant-like manner"
    • Recent case law and its implications Defective Premises Act 1972, Environmental Protection Act 1990
    • The latest best practice
    • Common law requirements and the duty of care
    • s.11Landlord & Tenant Act 1985
    • The importance of 'statutory nuisance' and the tenants' obligations  – "using the property in a tenant-like manner"
    • The disrepair 'protocol'.

    Who should attend? 

    Everyone who needs to understand the law relating to repairs obligations and the fitness for human habitation act including technical repairs staff as well as repair takers/administrative support staff.

    Our trainer

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

    This course will also be running on 29 September 2021

    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 *

    * Please note that all prices are subject to standard VAT. Byte Size members do not qualify for member discounts. Please call 01904 557150 for more information.

    Cancellations and substitutions:

    If you are unable to attend an event or public training course, please let us know in writing (email is fine) at least 48 hours before. Please email events@hqnetwork.co.uk

    Otherwise, a cancellation fee of £60 plus VAT will be chargeable.

    If you are using a package place to attend and do not inform us within the agreed time frame, then a place will be taken to cover your non-attendance.

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

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start18 Nov 2021 09:30
    • End18 Nov 2021 16:00

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

    Details

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

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

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

    Delegates will:

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

    Who should attend?

    All

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

    Our trainer

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

    find out more

    Meet At

    Further information

    Fees
    Price per delegate

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

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

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

                                        

    Key to who should attend:

    Basic/refresher
    Refresher/Basic

    Intermediate
    Intermediate

    Advanced
    Advanced

    All
    Suitable for staff of all levels

                                        

    This course will be particularly relevant to members of:

    Housing Management Network
    The Housing Management Network

                                        

    Cancellations
    Cancellations and substitutions:

    If you are unable to attend an event or public training course, please let us know in writing (email is fine) at least 48 hours before. Please email events@hqnetwork.co.uk

    Otherwise, a cancellation fee of £60 plus VAT will be chargeable.

    If you are using a package place to attend and do not inform us within the agreed time frame, then a place will be taken to cover your non-attendance.

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

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start18 Nov 2021 09:30
    • End18 Nov 2021 11:00

    Fire safety toolbox – session two: Fire doors

    Details

    Fire safety toolbox – session two: Fire doors

    Introduction to your responsibility and key things to check.

    This session will provide you with an introduction to fire doors and their critical purpose in buildings. In addition, you will learn about the components that ‘make up’ a fire door and understand how to recognise common issues together with how they directly affect their integrity.

     

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

    Fire safety awareness – 11 November 2021

    Fire stopping and compartmentation – 25 November 2021

    Fire safety equipment – 2 December 2021

    Fire safety on construction sites – 9 December 2021

    If you would like to attend all five sessions please use the following link and complete the booking form – Attend all five sessions.

     

    Who should attend?

    Refresher/Basic   Intermediate

    Our trainer

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

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

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

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

    find out more

    Meet At

    Further information

    Fees
    Price per delegate

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

    Attend all five sessions:**
    Non-members: £525.00 *
    Members of any HQN network: £400.00 *

    * Please note that all prices are subject to standard VAT. Byte Size members do not qualify for member discounts. Please call 01904 557150 for more information.

    **To book onto all five sessions please follow the link in the text on the left and complete the booking form on its page.

                                        

    Key to who should attend:

    Basic/refresher
    Refresher/Basic

    Intermediate
    Intermediate

    Advanced
    Advanced

    All
    Suitable for staff of all levels

                                        

    This course will be particularly relevant to members of:

    Health and Safety Network
    The Health and Safety Network

                                        

    Cancellations
    Cancellations and substitutions:

    If you are unable to attend an event or public training course, please let us know in writing (email is fine) at least 48 hours before. Please email events@hqnetwork.co.uk

    Otherwise, a cancellation fee of £60 plus VAT will be chargeable.

    If you are using a package place to attend and do not inform us within the agreed time frame, then a place will be taken to cover your non-attendance.

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

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start22 Nov 2021 10:00
    • End22 Nov 2021 12:00

    RIDDOR 2013 (including Covid-19 reporting)

    Details

    RIDDOR 2013 (including Covid-19 reporting)

    This interactive and informative virtual workshop provides an overview of the key requirements of RIDDOR - Reporting of Injuries, Diseases and Dangerous Occurrences Regulations 2013.

    It covers:

    1. Who should report?
    2. What must be reported? Including specific examples of reporting for gas and asbestos
    3. How to report?
    4. Timescales for reporting?
    5. What records need to be kept?

    There’s plenty of opportunity for interactive discussions to answer your questions throughout the session.

    Who should attend?

    This is essential for anyone needing to understand the key requirements of RIDDOR (including reporting of Covid-19).

    Our trainer

    Vicki Cutler is our Lead Associate for SAFETYnet, having worked with HQN to get the network up and running back in 2009. 

    She has worked in the housing sector for over 16 years including as a practitioner; as a health & safety consultant, she has worked with many social housing landlords providing statutory compliance audits covering gas, asbestos fire, legionella and other areas and provides ongoing health and safety advice and support to clients. She is also a voluntary Management Committee Member for a housing association in Dundee, close to where she now lives. 

    Vicki is a Chartered Fellow of the Institute of Occupational Safety and Health, Member of the International Institute of Risk and Safety Management, Member of the Institute of Fire Safety Managers and is also a Chartered Manager. She holds voluntary committee member roles for IOSH on both the Consultancy Group, where she has served for over five years and the Fire Risk Management Group to which she has just been appointed.

    This course will also be running on 20 September 2021.

    find out more

    Meet At

    Further information

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

    * Please note that all prices are subject to standard VAT. Byte Size members do not qualify for member discounts. Please call 01904 557150 for more information.

    Cancellations and substitutions:

    If you are unable to attend an event or public training course, please let us know in writing (email is fine) at least 48 hours before. Please email events@hqnetwork.co.uk

    Otherwise, a cancellation fee of £60 plus VAT will be chargeable.

    If you are using a package place to attend and do not inform us within the agreed time frame, then a place will be taken to cover your non-attendance.

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

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start23 Nov 2021 09:30
    • End23 Nov 2021 16:00

    Property and site inspection for non-technical staff

    Details

    Property and site inspection for non-technical staff

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

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

    What the course covers:

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

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

    Delegates will learn how to:

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

    Who should attend?

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

    Our trainer

    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.

    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 *

    * Please note that all prices are subject to standard VAT. Byte Size members do not qualify for member discounts. Please call 01904 557150 for more information.

    Cancellations and substitutions:

    If you are unable to attend an event or public training course, please let us know in writing (email is fine) at least 48 hours before. Please email events@hqnetwork.co.uk

    Otherwise, a cancellation fee of £60 plus VAT will be chargeable.

    If you are using a package place to attend and do not inform us within the agreed time frame, then a place will be taken to cover your non-attendance.

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

    • Event TypePublic training - virtual
    • VenueVirtual training
    • Start23 Nov 2021 10:00
    • End23 Nov 2021 13:00

    Financially vulnerable

    Details

    Financially vulnerable

    This practical workshop is designed to guide staff to be able to help tenants build their resilience, wellbeing and confidence in managing their money so crises are less likely to happen.

    It focuses on a preventative, strengths-based approach and incorporates CBT and Motivational Interviewing techniques to help tenants gain new perspectives on their spending and understand their influences and values – and as a result identify where they can make changes. Staff can help tenants build the skills needed to understand they have choice, control and feel empowered to make better financial decisions moving forward.

    What the session covers:

    • Helping tenants understand their money patterns and influences
    • Goal setting
    • Separating needs, obligations and wants
    • Draw up a spending plan (budget)
    • How to make paying bills easier
    • Dealing with money worries.

    Who should attend?

    This session will benefit all staff who communicate with tenants about their money management.

    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.

    If you would like to be added to our waiting list please email events@hqnetwork.co.uk

    Sold out

    find out more

    Meet At

    Further information

    Price per delegate
    Non-members:

    1 delegate: £200.00 *
    2 delegates: £175.00 *
    3+: £150.00 *

    Members of any HQN network:
    1 delegate: £175.00 *
    2 delegates: £150.00 *
    3+: £125.00 *

    * Please note that all prices are subject to standard VAT. Byte Size members do not qualify for member discounts. Please call 01904 557150 for more information.

    Cancellations and substitutions:

    If you are unable to attend an event or public training course, please let us know in writing (email is fine) at least 48 hours before. Please email events@hqnetwork.co.uk

    Otherwise, a cancellation fee of £60 plus VAT will be chargeable.

    If you are using a package place to attend and do not inform us within the agreed time frame, then a place will be taken to cover your non-attendance.

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

>

Terms and conditions link

To read our terms and conditions please click here.