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"The Welfare Reforms workshop is extremely beneficial for staff, tenants and board members in ensuring organisations can pro-actively prepare to minimise the negative financial impact of these major reforms, on future income received from Housing Benefit and on arrears. "

Maria Murphy,
CEX, Derby Homes

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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 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?

Some housing providers may place less importance on housing management services in the absence of the Audit Commission the TSA and reduced regulation. 

Will good enough be good enough? 

Public spending cuts, welfare reform, the affordable rents programme and flexible tenancies means that there’s never been a more important time for housing providers to understand and focus on how existing services perform and how tenants are involved in driving up services standards. 

This one day in-house workshop will develop your understanding of the co- regulatory framework and focus on the four consumer standards of: 

  •       Tenant Involvement and Empowerment
  •       Home
  •       Tenancy
  •       Neighbourhood and Community 

Focussing attention on theses consumer standards will help you to understand more about what your tenants want how to involve them in improving services and how this will result in better value for money for the organisation.  


People who will benefit greatly from attending this course are:

  • Existing (or new) Board members
  • Scrutiny Panel Members
  • Governance staff

What will they learn:

  • Why co-regulation?
  • The regulatory context of co-regulation
  • The principles of co-regulation
  • Is co-regulation still important?
  • The Economic Standards
  • The Consumer Standards
  • The Serious Detriment Test
  • How to effectively involve  tenants to influence, shape, improve and drive up service standards        
  • How to improve scrutiny and transparency within an organisation
  • Develop good working relations between the board, the executive and tenants
  • Implement training and mentoring to ensure that all involved can, and are allowed, to contribute productively and positively


NB: We can tailor the workshop to ensure it is appropriate for different levels of understanding - from an introductory level to advanced - and to your existing policies and procedures.

If you are interested in accessing this training package please contact Claire Turner Director of the Landlord Information Network, to discuss bespoke training on T: 01246 413791 or E: 


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LIN trainer Bill Fullen has over 25 years experience of managing people and developing highly performing teams.  As the Chief Executive of The Gateshead Housing Company he set up and led the organisation in achieving its award of three stars from the Audit Commission. In 2011 The Housing Company was awarded   the Investors in People gold standard and the Customer Service Excellence accreditation.

He developed and introduced a middle management training programme at the housing company to equip managers with the knowledge and skills needed to deliver excellent services

He has a strong focus on developing services in partnership with customers and introduced Customer Service Improvement Groups to drive forward the development of services to customers. He was instrumental in introducing a tenant’s scrutiny panel and tenant led complaints panel in Gateshead.

He was a member of the Tenant Services Authority (TSA) Provider Panel which helped to develop the national standards. 

Bill has a strong track record of developing innovative solutions and has led on the introduction of a number of initiatives including neighbourhood management, one stop shops, a tenant training programme, and a grant giving community fund and he also created a charity “Keelman Homes” to deliver new build housing for rent in Gateshead. 

Since leaving the housing company at the end of 2011 he has been a lead associate and trainer with LIN and recent work has included a review of funding for supported housing  and the development of a tenant profiling form in preparation for welfare benefit reform.  


If you are interested in accessing this training package please contact Claire Turner Director of the Landlord Information Network, to discuss bespoke training on T: 01246 413791 or E:

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