22 Sep, 20219:15 am-3:40 pm
Online Training Course

The Covid-19 pandemic has resulted in thousands of tenants falling behind in rent, with data revealing that rent arrears have exceeded £1bn in the social housing sector. Housing associations are facing a 30% increase in outstanding rent arrears since March 2020. With an eviction ban in place until June 1st and limited legal activity during this time, landlords have been restricted in what actions they can take and will be facing a backlog of rent arrears once restrictions lift. It is crucial for landlords and housing associations to work together with their tenants to ensure mutual best outcomes as they look at the post pandemic recovery. Housing associations will need to develop strategies to ensure effective rent collection and sustainable repayment schemes in an increasingly pressurised environment.

This Effectively Reducing Rent Arrears course equips you with innovative techniques to increase rent collection, ensure early intervention and provide adequate support to tenants as we emerge from the pandemic. Join housing experts and award-winning housing associations on this highly interactive one-day training course, that will equip yourself and your staff with the knowledge and skills to pre-empt rent arrears and create preventative strategies that effectively identify and support tenants most at-risk to develop sustainable repayment schemes.

Learning Outcomes

  • Understand and discuss challenges facing housing associations in reducing rent arrears as we emerge from the pandemic and restrictions on actions are lifted
  • Gain knowledge on ensuring your organisation effectively manages the transition to Universal Credit and supports tenants
  • Learn how to reduce rent arrears for tenants with mental health issues
  • Understand the legalities surrounding rent collection and enforcement to ensure legal compliance
  • Develop a rent arrears management strategy that is digitally, ethically and legally robust
  • Learn from best practice case studies that have implemented innovative rent arrears management and prevention strategies


9:15 am
Logging on and Accessing the Platform
9:30 am
Trainer’s Welcome and Clarification of Learning Objectives
  • Opportunity to open the session, clarify ways of working and enable introductions
Eamon McGoldrick
Eamon McGoldrick
Managing Director
National Federation of Arms Length Management Organisations (ALMOs)
9:45 am
Understanding Welfare Reform and How the Pandemic has Impacted Rent Arrears
  • Setting the scene for how rent arrears and rent collection has looked during the pandemic and the challenges faced as restrictions are lifted
  • Understanding the latest national housing policy revisions including rent policy changes and welfare reform
  • Providing an update on the roll out of Universal Credit and Managed Migration
  • Discussing how to maintain and improve income collection in the current environment and develop sustainable repayment schemes
Eamon McGoldrick
Eamon McGoldrick
Managing Director
National Federation of Arms Length Management Organisations (ALMOs)
10:30 am
Understanding the Legalities of Rent Collection and Enforcement
  • Conducting thorough pre-tenancy checks to establish potential issues with future payments and affordability
  • Following the pre-action protocol and understanding the legal procedure for vulnerable tenants
  • Using a valid section 8 possession notice to regain possession of a property and ensuring all procedures have been correctly followed
  • Looking at collection enforcement for recovering rent arrears from the insolvent tenant and dealing with debt relief orders
  • Utilising the court system to the best advantage in rent arrears cases
Andrew Lane
Andrew Lane
Cornerstone Barristers
11:15 am
Morning Break
11:30 am
Learning How Best to Create New, Innovative Approaches to Tackling Rent Arrears
  • Develop a supportive culture to foster employee potential and optimise performance
  • Utilise automation in rent collection and support more efficient and targeted non-payments
  • Embrace mobile technology to improve customer experience and increase efficiency
  • Develop innovative approaches to empower employees and ensure efficient services
  • Continually evolve to future-proof service delivery to meet the changing needs of customer
Chris Gent
Chris Gent
Debt Recovery Manager
12:15 pm
Lunch Break
1:00 pm
Mental Health and rent arrears- evidence and solutions

Hear from the Hyde Group on their research into the link between tenant mental health and reducing rent arrears.

  • Analysing the prevalence of mental health problems among tenants in arrears, and why this is relevant to reducing rent arrears
  • Providing best practice guidance for implementing or adapting rent collection practices for tenants who have mental health issues
  • Overview of The Hyde Groups’ advice and advocacy model and how they supported residents in rent arrears throughout the pandemic
Maggie Houghton
Maggie Houghton
Programme Manager
The Hyde Foundation
1:20 pm
Questions and Answers Session
1:30 pm
Collecting Rent During Coronavirus Through a Person-Centred Approach
  • Understanding how to best support your tenants and effectively communicate with them to ensure a sustainable payment plan for their rent during the crisis
  • Outlining strategies for resident engagement, to build empathy and awareness around rent arrears
  • Sharing best practice for supporting vulnerable tenants throughout the pandemic and strategies for supporting them in meeting rent payments
  • Providing tenants and residents with training, support and debt advice so they can effectively manage their income and money
Emma Owens
Emma Owens
Head of Customer Accounts
1:50 pm
Interactive Questions and Answers Session
2:00 pm
Afternoon Break
2:20 pm
Workshop: Developing an Effective Rent Arrears Management Strategy for Your Organisation
  • How to ensure that your strategy is legally robust and compliant
  • How to create an action plan that incorporates customer insight techniques to improve knowledge of tenant behaviour and circumstances
  • Establishing partnerships with local authorities, charities and other agencies that can improve rent arrears reduction
  • Supporting your teams in their ability to handle rent arrears through training and a whole-organisation approach to rent collection
Eamon McGoldrick
Eamon McGoldrick
Managing Director
National Federation of Arms Length Management Organisations (ALMOs)
3:30 pm
Feedback, Evaluation and Close

*Programme Subject to Change


This training course is specifically designed for the housing sector and local government sector. Typical job titles will include:

  • Income Recovery Officer
  • Rent Recovery Officer
  • Head of Housing
  • Director of Customer Services
  • Head of Income and Lettings
  • Housing Services Officer
  • Income Maximisation Officer
  • Financial Inclusion Manager
  • Regional Income Manager
  • Assistant Revenue Manager


  • Voluntary Sector Rate (Large Charities - Over £1m Income)
    £295 +VAT
  • Voluntary Sector Rate (Small Charities - Under £1m Income)
    £245 +VAT
  • Public Sector Rate (Housing & Central/ Local Government)
    £325 + VAT
  • Private Sector Rate
    £425 + VAT