Gone but not forgotten! - Former tenant arrears training

In the current economic climate, maximising your rental income is challenging but critical to the success of your organisation. Effective collection and recovery of former tenant arrears (FTA) should be a key part of any successful income management strategy.

To help you to meet this challenge, we present our outstanding in-house course for everyone involved in FTA management. This top-rated course has been designed by Tony Newman, lead associate of HQN’s specialist Rent Income Excellence Network, with input from the country’s top performers on FTA. The course will comprise practical workshops, focused on helping you to:

• Minimise debt and maximise FTA collection
• Develop service standards that enhance customer focus and satisfaction
• Deliver value for money
• Improve individual and team effectiveness and performance
• Measure success
• Meet the expectations of the inspectors.

Who should attend?

Anyone involved in collection and recovery of former tenant arrears, including:

• Income and rent arrears officers
• Contact centre staff who deal with arrears
• Housing officers
• Estate management staff
• Support workers
• Welfare teams
• Homelessness prevention and housing aid staff.

What will they learn?

Delegates will learn to achieve operational excellence and sustained performance improvement by:

• Recognising the main causes of FTA
• Understanding the impact on the business, customers and communities
• Knowing how to prevent and minimise FTA
• Implementing practical techniques for pro-active case management
• Ensuring personal effectiveness
• Using low-cost tracing facilities
• Getting the most out of debt collection and tracing agents
• Working effectively with the Courts as part of the FTA recovery process
• Measuring success and build upon it
• Understanding how top performers in the field achieve operational excellence
• Making a positive difference to their organisation, customers and communities.

If you want to provide a top quality, value for money housing service, can you afford to miss this training?

Our trainer:

Tony Newman manages HQN’s specialist Rent Income Excellence Network (RIEN). He carries out ‘mock’ inspections and health checks in respect of income management, and has extensive practical housing experience and a proven track record of helping organisations to improve performance and customer focus. He has worked with many of the country’s top performers and recently designed HQN’s income management toolkit to help social landlords to improve performance.

HQN has a track record of helping organisations achieve real and lasting performance improvements. If you are interested in accessing this training package please contact us by emailing training@hqnetwork.co.uk