LBL SKILLS
Housing Skills
Why Learn Housing Skills?
Learning housing skills offers numerous benefits, including increased self-suff and the ability to maintain a safe and comfortable living environment. Additionally, these skills can lead to cost savings and a greater understanding of home management, empowering individuals to make informed decisions about their living spaces.
Introduction to Social Housing
Learning outcomes
Managing Challenging Customer Behaviour
Course aims
Registered providers report that they are having to deal with the ever-increasing issue of challenging customer behaviour. Effectively doing so improves customer satisfaction and reduces management time that could be spent elsewhere. Participants will develop the skills, knowledge and confidence to address and manage challenging behaviour displayed by tenants and residents. Key elements of the course include understanding why individuals act in certain ways and how officer response and body language is often central to success. Some of the techniques taught in this course are successfully used in other sectors where challenging behaviour is more frequently displayed.
Learning outcomes
• Define challenging behaviour
• Understand the triggers
• Recognising the stages of emotional escalation
• Applying techniques to de-escalate challenging behaviour on the phone and in person
• Understand the impact of our thinking style, words used, body language and tone of voice
• Use active listening skills and manage emotional responses
• Effectively communicate and manage service failure
• Develop post-incident good practice and record keeping
HOUSING LAW OVERVIEW
Course aims
This course will take a practical approach to explaining the most up to date elements of housing law and how it can be effectively applied in day to day housing matters including support and enforcement.
Learning outcomes
Understand Landlord and Tenant law
• Identify security of tenure and tenure types
• Understand and outline the various types of leases
• Understand tenancy breaches and grounds for possession proceedings
• Understand and implement legal changes to the tenancy
Anti Bribery
Course aims
A concise insight into the Bribery Act 2010. It will increase staff’s awareness of potentially dangerous scenarios and identify how they can be avoided. It also helps delegates recognise the implications of the Act for employers and employees.
Learning outcomes
What is a bribe, offences and penalties
• Gifts and hospitality – Q & A
• Using common Sense to retain and maintain propriety
• Historical context
• The 6 key principles
LEASEHOLD S20 CONSULTATION & SERVICE CHARGES
Course aims
Registered providers report that they are having to deal with the ever-increasing issue of challenging customer behaviour. Effectively doing so improves customer satisfaction and reduces management time that could be spent elsewhere. Participants will develop the skills, knowledge and confidence to address and manage challenging behaviour displayed by tenants and residents.
Key elements of the course include understanding why individuals act in certain ways and how officer response and body language is often central to success. Some of the techniques taught in this course are successfully used in other sectors where challenging behaviour is more frequently displayed.
Learning outcomes
• Define challenging behaviour
• Understand the triggers
• Recognising the stages of emotional escalation
• Applying techniques to de-escalate challenging behaviour on the phone and in person
• Understand the impact of our thinking style, words used, body language and tone of voice
• Use active listening skills and manage emotional responses
• Effectively communicate and manage service failure
• Develop post-incident good practice and record keeping
DATA PROTECTION
Course aims
This course will take a practical approach to explaining the most up to date elements of housing law and how it can be effectively applied in day to day housing matters including support and enforcement.
Learning outcomes
Understand Landlord and Tenant law
• Identify security of tenure and tenure types
• Understand and outline the various types of leases
• Understand tenancy breaches and grounds for possession proceedings
• Understand and implement legal changes to the tenancy
GYPSY & TRAVELLER -
EFFECTIVE MANAGEMENT & ENFORCEMENT OF UNAUTHORISED ENCAMPMENTS
Course aims
This course outlines the most effective way to manage an unauthorised encampment and the various enforcement routes available to a land owner in successfully removing the encampment, whilst keeping costs to a minimum. It highlights the role of the Police and Local Authority when dealing with an unauthorised encampment, and discusses pre-emptive measures that can be taken to prevent unauthorised encampments occurring.
Learning outcomes
Appropriate risk assessment of an unauthorised encampment
• Effective liaison techniques
• Service standards for managing an unauthorized encampment
• The legal framework for enforcement and removal
• The Criminal Justice and Public Order Act 1984 Powers
• Civil Procedure Rule 55
• The role of the Police & Local Authority
• Effective methods of prevention through the courts
• Effective site assessment and protection methods
GYPSY & TRAVELLER -
EFFECTIVE SITE MANAGEMENT
Course aims
This course will enable site owners to fully understand their role as a site manager in effectively managing a site whilst providing techniques to improve and maintain tenant liaisons. Participants will be able to fully understand the various aspects of site management, and how to fully implement an effective site management policy in a similar way to managing general needs housing.
Learning outcomes
• The different types of site and tenure
• The Mobile Homes Act 1983 (as amended)
• Implied and Express Terms in a tenancy
• Effective delivery and management of utilities
• Setting and collecting rent
• The role of a breach notice
• The process of eviction under the Mobile Homes Act 1983 (as amended)
• Allocation policies and their implementation
• Settling a new site & effective tenant liaison
• The role of an effective site manager including managing conflict
HOMELESSNESS, THE LOCALISM
ACT & SUBSEQUENT WELFARE REFORM
Course aims
Contextual knowledge of homelessness in the light of recent welfare reform and all its implications is essential. Participants will be helped to develop the skills to effectively carry out roles that support existing tenancies.
Learning outcomes
Understand the context of homelessness in relation to recent legislation
• Identify the key elements of homelessness qualification and assessment process
• Recognise why being homeless involves much more than losing one’s home
• Understand what Housing Association staff can do to help prevent homelessness
BENEFITS FOR BEGINNERS
Course aims
The benefits system can be challenging for new staff, particularly those who help clients but are not specialist advisers. This one day course gives new and less experienced staff a solid overview of the benefits system.
Learning outcomes
Understand the different types of benefits, how they interrelate and are administrated
• Identify who is eligible for Universal Credit
• Understand the criteria for claiming benefits related to disability
• Understand the basics of housing benefit and who is affected by issues such as the bedroom tax
TENANCY MANAGEMENT
Course aims
Delegates will discern the importance of interaction with new and existing tenants. They will also learn how to make balanced, fair and legally accurate decisions when providing both support and enforcement.
Learning outcomes
- Good practice and advice for residents at pre-tenancy and sign up
- Joint tenancies, tenancy changes, terminations and tenancy demotions
- Mutual exchange, transfers and other housing options
- Assignment of tenancies
EFFECTIVE MANAGEMENT OF REPAIRS & MANAGEMENT
Course aims
Social Housing providers spend billions of pounds per year maintaining their housing stock. This is their most
significant means of revenue and greatest asset. They are often judged solely on how well they do this.
Learning outcomes
- Understanding what makes a home legally habitable
- Identify common repair requests and remedies
- Assertively managing difficult customers and managing expectations
- Educating residents on preventative actions and on completing minor repairs
INCOME COLLECTION & DEBT RECOVERY
Course aims
Participants will develop the knowledge and skills to manage rent accounts; monitor and support rent queries and where necessary manage the enforcement of rent recovery.
Learning outcomes
- How to successfully negotiate rent payments, payment plans and securing ad-hoc agreements on the phone
- The importance of regular monitoring payment and arrear trends
- The role that Resident Support Team play in recovery
- Effective use of External Support Agencies
PREVENTING VIOLENCE IN THE WORKPLACE LEVEL 2
Course aims
This qualification is aimed at those working with customers and service users, where there may be a risk, albeit slight, of having to deal with potentially violent and aggressive individuals. The qualification is not suitable for those that are likely to have to break away or physically intervene with violent individuals.
Learning outcomes
- Equipped to outline the legal aspects related to work related violence
- Able to state common risk and control factors related to workplace violence
- Capable of recognising and managing incidents of aggression and abusive behaviour
- Outline the actions that should be taken by employees, after a confrontational or abusive situation.
- Outline the legal requirements related to preventing work related violence and more...
CUSTOMER SUPPORT - HOARDING
Course aims
Participants will develop the skills and knowledge to give effective and appropriate support to customers who exhibit different levels of collection leading to hoarding.
Learning outcomes
- The varied definitions and the associated issues
- An examination of causation
- Identifying methods of customer support
- The importance of early intervention
- Helping Hoarders Help Themselves
MAINTAINING PROFESSIONAL BOUNDARIES
Course aims
Maintaining professional boundaries can be compared to walking a tightrope in some professions. This course equips participants with the knowledge required to recognise boundaries whilst maintaining professionally routed empathy
Learning outcomes
- Define appropriate professional boundaries and behaviors
- Appreciate the difference between befriending and friendship, being liked and being respected
- Recovering and restating professional boundaries after they have been breached
- Maintain boundaries whilst undertaking stressful and emotional job roles
ESTATE INSPECTIONS - BETTER NEIGHBOURHOODS
Course aims
Delegates will gain an understanding of neighborhood, environmental and ASB issues through the inspection regime. In addition to ensuring effective performance management and identifying areas requiring improvement.
Learning outcomes
- The role of estate inspections and good practice
- The key elements of monthly satisfaction surveys and KPIs
- How we would deal with underperforming contractors
- The use of community fun days & estate clean ups as part of community development
DISABILITY BENEFITS
Course aims
Areas of concern include reassessment and transfer of DLA claims to PIP, and the major changes to ESA as part of the Welfare Reform and Work Bill. This half day course gives a solid overview.
Learning outcomes
- Ensuring benefits knowledge is as up to date as possible
- Understand what’s happening with PIP
- Prepare clients properly for their assessment appointments, including issues around evidence and paperwork
- Appreciate the nature of recent and future reforms and how to support clients
BENEFITS FOR THE ELDERLY
Course aims
A short refresher session (2.5 hours) on what’s happening to people who are in their early sixties onwards. Gain an understanding of the benefits system for older clients, including an overview of the state pension
Learning outcomes
- Understand different types of benefits available to this age group, including pension credit
- Understand principles of the state pension introduced in April 2016
- Discern how savings affect benefits, including housing benefit
- Use the internet to work out benefit entitlement, access information about benevolent funds and other sources of help
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