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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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Tenant Profiling for Welfare Reform - Making sure you know where to focus your resources

The changes to welfare benefits will have a significant impact on tenants but the reforms will also challenge landlords’ business plans.  The changes including; the “bedroom tax” and payments direct to tenants will mean that more than ever before landlords need to have as much information as possible about their tenants and who lives with them. 

Until now most tenant profile questionnaires have focused on collecting diversity information to enable organisations to develop sensitive services for tenants. We also now need to think about what other information do landlords need in order to help them plan now for the introduction of the far reaching Welfare Reforms. 

Are your current tenant profile questionnaires fit for purpose, do they collect the right information to enable you to target your scarce resources to where they will have most impact?     

What are the implications for your business plan and services to tenants if your rent arrears increase significantly?      

This half 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 you will address the impact of the Welfare Reforms and the  introduction of Universal Credit. 

It will look at good examples of clear and concise tenant profiling questionnaires focusing on what information you will need and how this information can assist you in effective resource deployment.


This in-house workshop, is constantly updated to take account of the Welfare Reforms as they take effect and is endorsed by Suzanne Williamson, Finance Manager, Newark and Sherwood Homes  who says:

“LIN worked with us and supported us to focus and develop our thoughts and ideas to establish a user friendly, customer profiling questionnaire, which is integral to our approach in preparing for Welfare Reforms”  

 and Julie Heywood, Customer Services Manager, Wulvern Housing Association:

"LIN has brought an expert view to advise us on welfare reform and the information we need to collect from our customers that will be crucial for us to manage the forthcoming changes.

Claire is very personable and professional and made an instant impression on me with her expert knowledge and skills.

Day one we discussed our profiling questionnaire and the very next day it was there!"


People who will benefit greatly from this course are:  

  • Directors and Chief Officers
  • Managers
  • Service improvement staff
  • Staff working in rent and income teams
  • Staff working in strategy and policy teams
  • Customer service staff 


What the workshops will cover: 

  • Why it is important to collect information about tenants and members of their household
  • What information you will need
  • What you will do with the information
  • Effective communications strategy
  • Good and not so good examples of tenant profile questionnaires
  • Data storage and data protection
  • How tenant profile information links to asset management
  • Welfare Reform – how profiling helps to target resources                         
  • Data Sharing between The DWP and HB Sections

NB: We can tailor the workshop to ensure it is appropriate for different levels of understanding - from an introductory level to advanced – a key element of the workshop will be to consider your current questionnaire format and to work with participants to develop and further improve it. 

If your goal is to achieve top performance in rental income collection, maximise income for your customers and minimise arrears for your business, then this course is for YOU.

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 Claire Turner is a director of the Landlord Information Network and has worked in housing for the past 26 years, spending the last 5 years as Head of Network Services at the largest stand alone UK based housing consultancy, managing a number of landlord membership networks.

Prior to this she worked for 17 years in housing benefits, mainly at Sheffield City Council as a Housing Benefits manager and then for almost 4 years as the Assistant Rent Recovery Manager at Sheffield Homes. This included responsibility for the strategic development of former tenant arrears recovery processes and for improving the rents management service by training rent recovery staff in the HB regulations in order that staff could understand how to work, more effectively within the strict HB guidelines to maximise rental income, minimize arrears and to develop excellent working relationships with the local HB Department.

She is an experienced trainer with a 14 year track record of delivering bespoke training courses; she is a regular speaker at housing conferences, holds an MA in Housing Policy and Practice, is a board member of the Sheffield Credit Union and is a Corporate member of the Chartered Institute of Housing. LIN has a proven track record of working with landlords and managing agents in order to improve their knowledge, skills and expertise in the areas of Housing and Welfare Benefits, which, in turn maximises rental income whilst minimising rent arrears caused through Housing Benefit problems.   


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 has 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 consultant 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.  


LIN trainer Rebecca Wilkie has 14 years experience, 7 of which are at a senior level delivering all aspects of Housing Management at both operational and strategic levels improving and reshaping services.  She has, working as part of a management team, taken an ALMO from zero stars in 2005 to three stars from the Audit Commission in 2010. 

She has extensive experience in writing, consulting on and implementing policies, procedures and strategies and has worked as part of a small team developing and delivering training and briefings to well over 500 members of staff, partners and customers as well as leading consultation sessions. 

Rebecca has worked to transform services and implemented new initiatives including introducing new structures and IT systems.  With the responsibility for Financial Inclusion, working with staff and partners, she has been able to ensure that arrears and legal actions are kept to a minimum with evictions reducing year on year for the past five years. 

Rebecca offers a wealth of experience in training having an informal and inclusive style that engenders trust and openness within groups.


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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