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Training
London Residential Landlord Information Network (LIN) provides specialist training courses, workshops and benefit best practice groups. These events are designed for staff working at both social and private sector housing organisations and for staff at letting/ managing agents, who are working to support tenants in receipt of benefits, in order to maximise income and minimise arrears.
LIN training courses, workshops and benefit best practice groups are practical, high quality and represent excellent value for money; they are delivered at centrally located venues throughout the UK or can be held in-house for individual organisations, as bespoke events.
To discuss your training requirements please use our online contact form attached to each training course, workshop or benefit best practice group.
Appraisals - Effective appraisal and goal setting
This session aims to provide some challenging insight into how to move away from the 'paper' and focus more on the person during an interactive appraisal conversation.
Assertiveness - Stand up for your rights, whilst respecting the rights of others
Whether at work or in your personal lives, assertiveness is the foundation for professional and respectful relationships. If you want to be assertive or want your staff to have the skill to deal with your customers/clients assertively then this course is for you.
Basic IT Skills for Customers - 1 Day Workshop
Everyone acknowledges that computers are here to stay and indeed can make our lives easier. We're also aware that computers are often surrounded by their own terminology and can sometimes appear threatening rather than helpful. This workshop will remove the mystery and jargon associated with computers, and enable you to use them effectively, efficiently and safely. The session will cover the basics for those completely unfamiliar with computers i.e. how to effectively use the mouse and keyboard, and the individual computer components and their functions. In addition the session will introduce a number of topics such as Internet usage, e-mail, Word processing, Spreadsheets, Databases and Presentation software dependent upon the needs of those attending.
Basic IT Skills for Staff - 1 Day Workshop
Everyone acknowledges that computers are here to stay and indeed can make our lives easier. We're also aware that computers are often surrounded by their own terminology and can sometimes appear threatening rather than helpful. Claimants are being encouraged to use on-line services more and more. Many of these claimants have little or no knowledge of computers and are apprehensive and wary of using them. This workshop will remove the mystery and jargon associated with computers, and enable you to show claimants how to use them effectively, efficiently and safely. The session will cover the basics for those claimants completely unfamiliar with computers i.e. how to effectively use the mouse and keyboard, and the individual computer components and their functions. In addition the session will introduce a number of topics such as Internet usage, e-mail, Word processing, Spreadsheets, Databases and Presentation software dependent upon the needs of those attending.
Benefit Sanctions, Appeals and Overpayments - learn how to support your tenants
This course will give attendees an in-depth understanding of the implications of Benefit Sanctions, Appeals and Overpayments and will include information on: the new sanctions regime, how to minimise overpayments, who can appeal and how to appeal and how to minimise clawbacks deducted from overpayments.
Budgeting Support, Financial Inclusion and Benefit Direct
Budgeting Support, Financial Inclusion and Benefit Direct - help your tenants maximise income and minimise your risk of arrears book our bespoke budgeting course for your staff today.
Co-regulation and consumer standards - Raising the standard of services in housing (Board Members)
The new regulatory framework for social landlords ushers a new era of economic regulation. It will be for boards and councillors to ensure that these standards are met and for others such as tenant's panels to scrutinise the delivery of these standards. The regulator will no longer have a proactive role in monitoring the delivery of consumer standards
Co-regulation and consumer standards - Raising the standard of services in housing (Managers)
The new regulatory framework for social landlords ushers a new era of economic regulation with increased emphasis on value for money. This doesn't mean that consumer standards are no longer important. It will be for boards and councillors to ensure that these standards are met and for others such as tenant's panels to scrutinise the delivery of these standards. The regulator will no longer have a proactive role in monitoring the delivery of consumer standards. What are the implications for housing services and tenants given the reduced consumer regulatory role of the social housing regulator?
Co-regulation and consumer standards - Raising the standard of services in housing (Staff)
The new regulatory framework for social landlords ushers a new era of economic regulation with increased emphasis on value for money. This doesn't mean that consumer standards are no longer important. It will be for boards and councillors to ensure that these standards are met and for others such as tenant's panels to scrutinise the delivery of these standards. The regulator will no longer have a proactive role in monitoring the delivery of consumer standards. What are the implications for housing services and tenants given the reduced consumer regulatory role of the social housing regulator?
Co-regulation and consumer standards - Raising the standard of services in housing (Tenants and Residents)
The new regulatory framework for social landlords ushers a new era of economic regulation with increased emphasis on value for money. This doesn't mean that consumer standards are no longer important. It will be for boards and councillors to ensure that these standards are met and for others such as tenant's panels to scrutinise the delivery of these standards. The regulator will no longer have a proactive role in monitoring the delivery of consumer standards. What are the implications for housing services and tenants given the reduced consumer regulatory role of the social housing regulator?
Coaching - Creating a coaching culture: Empowering & engaging people in their own development
This learning and development event aims to provide a sound introduction into the benefits developing a coaching culture has on the performance of any organisation
Conflict and Resilience Training
This 1 day, interactive, in-house workshop will give you and your staff an introduction to Resilience and Conflict. It will help you understand both the causes and effects of conflict and the impact the resultant stress has on the body and mind. The course will cover a number of simple techniques to enable you to recognise conflict before it escalates and ensure that conflict doesn't arise. In addition, the course will cover useful techniques to employ should conflict arise when dealing with customers and other techniques to increase personal resilience
Conflict Management and Awareness
This 1 day, (optionally 2 day) interactive, in-house workshop will give you and your staff an introduction to Conflict Management and Resilience. It will help you understand both the causes and effects of conflict and the impact the resultant stress has on the body and mind. The course will cover a number of simple techniques to enable you to recognise conflict before it escalates. In addition, the course will cover useful techniques to employ should conflict arise when dealing with customers and other techniques to increase personal resilience
Council Tax Support
This 1/2 day workshop will provide you with the latest knowledge and guidance and updates on the new council tax support schemes, allowing you to offer advice to your tenants, clients, customers, families and friends on how they can take steps to maximise their entitlement to support under these new support schemes.
Customer Care Training - Full day bespoke course
This practical course is delivered as a full day bespoke training course and concentrates on three areas vital to developing excellent and effective customer service skills: good technique, improved communication skills and a confident approach. The course includes techniques that can be used to develop relationships with customers and improve communications across teams and organisational wide. It enables organisations to work smarter to achieve your outcomes giving you a competitive advantage. In addition, the course will give attendees easy to use techniques that will promote a positive outlook, improve attendees' frame of mind and will enable them to achieve your goals and targets.
Customer Service Training - The course to learn excellent and effective customer service skills
This practical course, concentrates on three areas vital to developing excellent and effective customer service skills: good technique, improved communication skills and a confident approach. The course includes techniques that can be used to develop relationships with customers and improve communications across teams and organisational wide. It enables organisations to work smarter to achieve your outcomes giving you a competitive advantage.
Debt Awareness
This workshop will help you understand the options customers have and the advantages to your organisation of your staff pro-actively working with your customers to give them the skills to enable them to get more for their money as well as give them the ability to understand what assistance is out there should they need it.
Discretionary Housing Payment Workshop
Book our in-house interactive DHP workshop to find out how your organisation can keep ahead of the game. Ensure staff have the knowledge to minimise the impact of the Welfare Reforms by maximising the number of successful DHP awards made to your tenants from this pot of money.
Equality and Diversity in Practice
This course provides delegates with a good foundation of knowledge, skills and awareness to start appreciating the impact of equal opportunities and the value of diversity within the changing operating environment.
Financial Inclusion Training for Landlords - Building Relationships, Working Differently
Are you ready for Direct Payments? This LIN training course will enable landlords to design their strategy for managing the anticipated impact of this welfare reform and will equip frontline officers with the financial inclusion capability they will need to deliver it.
Former Tenant Arrears collections - Gone but not forgotten
As the Welfare Reforms begin to bite, more people will find their accommodation is unaffordable, therefore building up arrears and eventually moving out, leaving behind former tenant arrears. This 1/2 day course will enable you to review your practices and highlight best practice that will make a real difference to your performance.
Former Tenant Arrears Health-Check
As the Welfare Reforms begin to bite, more people will find their accommodation is unaffordable, therefore building up arrears and eventually moving out, leaving behind former tenant arrears. This 3-day FTA Health-check is designed to highlight areas of weakness and gives you a comprehensive report and set of recommendations which will dramatically improve your future FTA collection rates.
Get Set For Welfare Reform
With key welfare reform changes starting in just over 12 months time, our Welfare Reform Calculator, training and strategic support will help you understand and prepare for what the changes mean for your organisation.
Housing Benefit Payments Direct
Does the majority of your business's income come from Housing related benefits? What impact will the introduction of housing-related benefits being paid directly to tenants have, on this income stream? Keep ahead of the game by ensuring staff have the knowledge to maximize this income stream, book this in-house training course today.
Housing Benefit Training - Day 1 (Basic)
Does the majority of your business's income come from Housing Benefit? Book this course to keep ahead of the game by ensuring staff have the knowledge to maximize this income stream.
Housing Benefit Training - Day 2 (Advanced)
Does the majority of your business's income come from Housing Benefit? What impact will the review of Housing Benefit have on this income stream?
Incentives and publicity
Incentives have been proven to have a real impact on performance particularly with tenants who have low level or static arrears which often total many thousands of pounds for some organisations. This course will give you advice and practical examples of the incentives organisations have used to reduce those arrears significantly
Letters and telephone calls - Make them effective
Letters and telephones are both effective rent collection tools but which should you use at each stage. What wording should you use in your letters. This course will give you tips and advice to maximise the effectiveness of these invaluable recovery tools.
Local Housing Allowance - Housing Benefit training for Private landlords
Are you a private landlord with tenants who claim Local Housing Allowance? Do you understand who can claim Local Housing Allowance? Do you want to know what the Local Authority expects from you and your tenant? How can you ensure that a claim is processed as quickly as possible? Do you know how to get Local Housing Allowance paid directly to a landlord? Do you want to know more about the Housing Benefit system for private sector tenants? If your answer is yes - this is the course for you.
Managing difficult conversations - Practical solutions for managers and staff looking to increase their confidence when handling difficult conversations
Are your staff struggling having difficult conversations with challenging customers? Handling the difficult conversation requires skill and empathy, but ultimately, it requires the confidence and knowledge to deal with issues politely and assertively. This bespoke training presents practical solutions for managers and staff looking to increase their confidence and will enable your staff to take their conversational skills to the next level.
Managing difficult conversations - Take your leadership skills to the next level.
Are your managers and team leaders struggling having difficult conversations with staff around the setting of challenging objectives and targets and these not being met? Handling the difficult conversation requires skill and empathy, but ultimately, it requires the courage to go ahead and do it. This bespoke course will enable your staff to take their leadership skills to the next level.
Managing on a Reduced Income (Strategic)
This 1/2 day workshop, for senior managers and strategic staff, presents practical strategies for social housing providers looking to reduce risk to rental income.
Managing to Live Well on a Reduced Income
This practical course will help landlords prepare and deliver customer focussed workshops to groups of tenants and residents to give them the skills, guidance and training to help get more for their money and to understand their payment priorities.
Managing to Live Well on a Reduced Income (Tenants and Residents)
This practical course delivered to groups of tenants and residents will give them the skills, guidance and training to help get more for their money and to understand their payment priorities.
Motivation - Aligning your team to your vision and values
This enhanced organisational development programme is an opportunity for teams to get an in-depth understanding of their individual and their team's motivation styles. This is a two stage programme including individual profiling and then a follow up team event.
Motivation skills - Keep your staff motivated through Welfare Reform
This full day motivational skills training course can be used either as a training event, or can be easily tailored to meet the needs of any organisation for a team building opportunity.
Negotiation Skills Training - Improve your negotiation skills - Prepare for HB Direct
To help you minimise the impact on your arrears why not book this training course to ensure that you maximise the rental income you collect by successful negotiation with your tenants. The workshop will be fully tailored to meet your requirements
Neuro Linguistic Programming (NLP) Overview - 1 Day Workshop
This 1 day, interactive, in-house workshop will give you and your staff an introduction to NLP and to the techniques that can be used to improve communication - both with themselves and others. It will enable organisations to work smarter and achieve more of your goals and outcomes
Personal Independence Payment (DLA to PIP)
Did you know that from June 2013 PIP has replaced DLA and has seen many claimants who previously received DLA, have their benefit stopped under the PIP rules? This is a very worrying situation for tenants and landlords alike - if your organisation houses a number of tenants in receipt of disability benefits who will be affected by this change, which will in turn affect your rental income, then why not book this course to learn how to minimise the impact of this change?
PhoneCoach - Tenant Profiling Training
This 1 or 2 day practical training course concentrates on three areas vital to developing excellent and effective tenant profiling skills: good technique, improved communication skills and a confident approach. The course includes techniques that can be used to develop relationships with customers and improve communications across teams and organisational wide. It enables organisations to work smarter to achieve your outcomes giving you a competitive advantage.
PhoneCoach debt collection training for Credit Unions - The course to learn efficient and effective telephone debt collection techniques
This practical course concentrates on three areas vital to successful collection on the telephone: good technique, improved communication skills and a confident approach. This course ensures delegates are able to improve telephone payment collections and debt collection performance overall.
PhoneCoach former tenant arrears training (Bespoke and in-depth) - The course to learn efficient and effective telephone debt collection techniques
This practical two day course concentrates on three areas vital to successful FTA collection on the telephone: good technique, improved communication skills and a confident approach. This course ensures delegates are able to improve telephone payment collections in addition to improving FTA debt collection performance overall.
PhoneCoach rent arrears training (Basic) - The course to learn efficient and effective telephone arrears collection techniques
This practical course concentrates on three areas vital to successful collection on the telephone: good technique, improved communication skills and a confident approach. This course ensures delegates are able to improve telephone payment collections and debt collection performance overall.
PhoneCoach rent arrears training (Bespoke and in-depth) - The course to learn efficient and effective telephone arrears collection techniques
This practical two day course concentrates on three areas vital to successful collection on the telephone: good technique, improved communication skills and a confident approach. This course ensures delegates are able to improve telephone payment collections in addition to improving debt collection performance overall.
PhoneCoach, customer services training - The course to learn excellent and effective customer service skills
This practical course, concentrates on three areas vital to developing excellent and effective customer service skills: good technique, improved communication skills and a confident approach. The course includes techniques that can be used to develop relationships with customers and improve communications across teams and organisational wide. It enables organisations to work smarter to achieve your outcomes giving you a competitive advantage.
Physical Conflict Training
This 2 day interactive, in-house workshop will give you and your staff an introduction to Conflict Management, focusing on Physical Conflict training. It will help you understand both the causes and effects of conflict and the potential impact that can result to staff, managers and the organisation. In addition it will cover the legal obligations of organisations, managers and staff with reference to the Health & Safety at Work Act 1974, the Human Rights Act 1998 and the Corporate Manslaughter & Homicide Act 2007, and other Statutory Instruments. The course will also cover a number of simple techniques to enable you to recognise conflict before it escalates
Rent First - Assertiveness and negotiation skills for non-income staff dealing with tenants affected by welfare reform
This training course is for housing providers who are looking to reduce the impact that welfare reforms and other changes to the benefit system will have on their future rental income by ensuring staff are empowered and assertive enough to deal with the challenges that lay ahead.
Rent Income Management - Best Practice for Welfare Reform
Book this 1/2 day training to help you minimise the impact on your arrears to ensure that you get the basics right and maximise the rental income you collect. The workshop will be fully tailored to meet your requirements
Resilience
This 1 day, (optionally 2 day) interactive, in-house workshop will give you and your staff an introduction to Resilience and Conflict. It will help you understand both the causes and effects of conflict and the impact the resultant stress has on the body and mind. The course will cover a number of simple techniques to increase your resilience and enable you to recognise conflict before it escalates. In addition, the course will cover useful techniques to employ should conflict arise when dealing with customers and other techniques to increase personal resilience
Risk Assessment and Company Policies
This 1 day, (optionally 2 day) interactive, in-house workshop will give you and your staff an introduction to Conflict Management, focusing on Risk Assessment and Company Procedures. It will help you understand both the causes and effects of conflict and the potential impact on staff, managers and the organisation. In addition it will cover the legal obligations of organisations, managers and staff with reference to the Health & Safety at Work Act 1974, the Human Rights Act 1998 and the Corporate Manslaughter & Homicide Act 2007, and other Statutory Instruments
Sector Based Work Academies - Helping unemployed tenants into work
This 1 day course will introduce the concept of Sector Based Work Academies to the social housing sector, demonstrate the benefits to helping address rent arrears, Welfare Reforms, financial inclusion, corporate social responsibility as well as the indirect benefits to community spirit, landlord/tenant relationships, capacity building and social cohesion.
Sign-up: Make it effective - Get the basics right for Welfare Reform
Signing up a new tenant is hopefully the start of a long relationship that both parties are happy with. Get it wrong and it could be the start of a problem tenancy. This training course presents practical solutions for social housing providers looking to maximise their rental income by getting it right at the beginning.
Stress Awareness - How to minimise stress caused by Welfare Reform
This 1 day, interactive course will help you and your staff understand the effects stress has on the body and mind, in addition to understanding the common triggers and causes that give rise to what we commonly term "stress". Prevention is always preferable to cure, so the workshop will enable you to detect early signs of stress in yourself and others
Sundry Debts - DIY Debt Collections
London Residential Landlord Information Networks DIY Debt Collection 1 day training course aims to educate your in house team to do their own debt collection from debt to county court judgement to enforcement and payment. It covers all types of sundry debts including rechargeable works and service charges. The emphasis is on the practical and by the end of their training, officers should be able to carry out debt collection from the initial letters to payment of the debt.
Teamwork - Fundamental to success, especially in conflict situations
This 1/2 day, interactive, in-house workshop will give you and your staff an introduction to teamwork. It will help you understand what makes for good (and bad) teamwork and the different roles that are present in an efficient and effective team.
Tenant Profiling for Welfare Reform - Making sure you know where to focus your resources
Our 1/2 day in-house practical workshop will develop your understanding of the type of information you will need about your tenants in order for you to plan how to minimise the impact of the Welfare Reforms and the introduction of Universal Credit.
The Allocation of Social Housing
With the introduction of the Localism Act, review of the allocations code of guidance and the removal of the spare room subsidy the demand for social housing is changing. This 1/2 day workshop practical course will help social sector landlords and local authorities to review and re write their allocations policies and tenancy strategies.
Third Party Deductions For Rent Arrears & Alternative Payment Arrangements
Are you a Landlord with tenants who claim Housing Benefit? If yes, how much do you know about Universal Credit, third party deductions for rent arrears, alternative payment arrangements and how these changes will impact on the way rent is paid through the benefit system? This brand new course will give you a brief overview of Universal Credit and will negotiate the maze of how to effectively maximise your rent recovery rates through efficient use of third party deductions and alternative payment arrangements.
Under-occupation - How to minimise the impact
This 1/2 day workshop presents practical solutions for social housing providers looking to reduce under-occupation within existing stock.
Universal Credit - Your Questions Answered
Are you a Landlord and have tenants who claim Housing Benefit? If yes, how much do you know about Universal Credit and how this will change the way rent is paid through the benefit system? This workshop will answer some of the most commonly asked questions about Universal Credit.
Universal Credit Training (Board Members) 1/2 day workshop
This 1/2 day in-house course will give your board members an introduction to Universal Credit, ensuring they understand the implications of the changes that have been enforced and the effects they will have on both your business and on your customers as well as the strategies that could be adopted to minimise the impact.
Universal Credit Training (Tenants) 1/2 day workshop
This 1/2 day in-house course will give your tenants an introduction to Universal Credit, ensuring they understand the implications of the changes that have been enforced and how to maximise their income.
Universal Credit Training - Full Day Training course
Does the majority of your businesses income come from Housing related benefits? What impact will the introduction of Universal Credit have on this income stream? Keep ahead of the game by ensuring staff have the knowledge to maximize this income stream, book our in-depth Universal Credit training course today.
Universal Credit Training 1/2 Day Workshop
Does the majority of your business's income come from Housing related benefits? What impact will the introduction of Universal Credit have on this income stream? Keep ahead of the game by ensuring staff have the knowledge to maximize this income stream, book this in-house training course today.
Vfm - Understanding & Delivering Value for Money Workshop
This workshop is designed to ensure that staff in your organisation can deliver value for money across your business. It examines what value for money means, how to develop a VfM strategy and embed value for money within the organisation.
Vfm - Understanding & Delivering Value for Money Workshop for Tenants
This half day workshop is designed to ensure that your residents understand and can contribute towards delivering value for money across your business. It examines what value for money means, how to develop a VfM strategy and embed value for money within the organisation and the importance of involving staff and tenants to ensure you align your approach to value for money with your organisation's values and business objectives .
Void Property Management
This 1/2 day workshop practical course will help social sector landlords review their void processes to ensure that void properties are not only turned around within the quickest possible time, but that they are also lettable to the customers on the waiting list.
Void Property Management
With changes to the allocations code of guidance, the removal of the spare room subsidy and the abolition of Council Tax benefit the demand for social housing is changing and we are starting to see an increase in the numbers of 'low demand' properties. This 1/2 day workshop practical course will help social sector landlords review their void processes to ensure that void properties are not only turned around within the quickest possible time, but that they are also lettable to the customers on the waiting list.
Welfare Benefit and Debt Course for Housing Staff
This course will show front line staff as well as strategic officers how to incorporate best practice collection ideas, how to work with customers to ensure debts are paid as well as looking at prevention ideas. It will help your staff understand the difficulties customers may be facing and the reasons they are unable to make payments, making your staff better prepared to deal with issues and make appropriate arrangements.
Welfare Benefits & Immigration Rules
Are you a Landlord and have any tenants who claim housing benefit and are non-UK nationals? If so, how much do you know about Welfare Benefits & Immigration Rules and how these changes will impact on the way rent is paid through the benefit system? This full day training course will help answer your questions, give staff confidence and will show you ways to minimise the impact of the changes to Welfare Benefits & Immigration Rules.
Welfare Benefits & Immigration Rules 1/2 Day Workshop
Are you a Landlord and have any tenants who claim housing benefit and are non-UK nationals? If so, how much do you know about welfare benefits & immigration rules and how these changes will impact on the way rent is paid through the benefit system? This half day training course will help answer your questions, give staff confidence and will show you ways to minimise the impact of the changes to welfare benefits & the immigration rules
Welfare Benefits 1/2 day workshop - (Basic overview) - Maximise Income for your Tenants and Residents
This 1/2 day practical workshop will look, in detail at the extra help that is available to low-income families, customers with disabilities, vulnerable tenants and residents, homeless people etc.
Welfare Benefits Day 1 - (Basic) - Maximise income for your Tenants and Residents
This course will give attendees an in-depth understanding of the wide range of welfare benefits that are available including: who can claim, customers with disabilities, vulnerable tenants and residents etc.
Welfare Benefits Day 2 (Advanced) - Maximise Income for your Tenants and Residents
This course will give attendees an in-depth understanding of the wide range of additional benefits that are available to be claimed and will include information on: who can claim what, benefits available for customers who are sick or disabled, additional benefits that often go unclaimed and appeals and overpayments.
Welfare Reforms Workshop for Board Members
What impact will Housing Benefit Direct and the underoccupancy penalties have on your tenant's housing related benefits and your arrears, following Welfare Reform? Does the majority of your businesses income come from Housing Benefit? If so book this in-house interactive workshop for board members in order to minimise the impact of the reforms on your income.
Welfare Reforms Workshop for Community Housing Associations
Are you a small community housing association who can join up with other small registered providers in your area for this workshop? Book our in-house interactive workshop to minimise the impact on your income, following Welfare Reform and the changes to Housing and Welfare Benefits.
Welfare Reforms Workshop for Housing Staff
Book our in-house interactive workshop to minimise the impact on your income, following Welfare Reform and the changes to Housing and Welfare Benefits.
Welfare Reforms Workshop for Tenants
What impact will Housing Benefit Direct and the underoccupancy penalties have on your tenants housing related benefits and your arrears, following Welfare Reform? Does the majority of your businesses income come from Housing Benefit? If so book this in-house interactive workshop for your tenants in order to minimise the impact of the reforms on your income.