Member Login:


"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

Home > Training Courses >>

PhoneCoach former tenant arrears training (Bespoke and in-depth) - The course to learn efficient and effective telephone debt collection techniques


  • Improve your telephone collections performance
  • Learn how to take control of calls
  • Practically apply learning in a safe environment
  • Maximise your FTA income
  • Reduce your arrears

The changes to the Benefits System and Welfare Reform are having a detrimental impact on the money you collect from tenants. To help you minimise the impact on your arrears why not book this open workshop which will help build and develop personal telephone skills to promote confident and effective communication skills. Attendance on this course will result in increased FTA income collections and offers your staff first class training tips and techniques to develop effective recovery action.

The best way to develop any skills is by practising it.  Discussing it, watching videos, listening to people, reading notes all help but practice is what helps most – especially practice which can be reviewed and analysed in a safe training environment without the pressure of the job and without a real customer on the other end of the line.

This one day open course concentrates on three areas vital to successful collection on the telephone: good technique, improved communication skills and a confident approach. This training course will ensure delegates are able to improve FTA telephone payment collections, in addition to improving performance overall in collecting debts and reducing arrears.


The course includes the following:-

  • Tips and techniques to improve FTA collection performance
  • Negotiation skills
  • How to deal with angry and upset callers
  • Effective use of assertive behaviour & questioning skills
  • Active listening skills on the phone
  • Using voice emphasis to add impact
  • Developing personal communication style
  • First impressions
  • Developing rapport
  • Nature of communication
  • Information is key


People who will benefit from attending this course:

  • All staff and managers involved in FTA debt collection, rent arrears and income management
  • Housing officers
  • Contact centre staff
  • Housing advice centre staff
  • Service improvement staff
  • Staff working in strategy and policy teams
  • Call centre staff
  • All staff and managers involved in the FTA collection process who deal with the public either over the telephone or face to face.


What will they learn?

  • Understanding  the importance of the telephone as a recovery tool
  • Gaining key skills in assertiveness, listening and negotiation
  • Dealing with callers in a professional, efficient manner
  • The need to obtain quality information early
  • Improved performance and reduced FTA arrears


This is an excellent course providing real value for money and with excellent feedback from staff who attend. The course will also ensure your organisations key messages to staff are delivered, during the day. If your goal is to achieve top performance in rental income collection 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 on T: 07703674387 or E:


Book Training Now >>


LIN trainer Roys Ibbotsons’ career has involved managing and collecting Local Authority Revenues and Housing Debts since 1974 until he joined a major Debt Collection Agency as their Housing specialist.

In 2002 Roy joined Kirklees Neighbourhood Housing (KNH) to head the Rent Arrears Recovery Unit and his team reduced the current arrears from £4.2m to £1.78m over the next 4 years. KNH were awarded 3 stars as an excellent ALMO by the Housing Inspectors during that time.

Roy now delivers training in best practice in Housing Income and Sundry Income for both Local Authorities and Housing Associations. Roy also carries out consultancy work in both of those fields, conducting reviews of current practices and making recommendations on how performance can be improved. All training and consultancy can be tailored to meet your exact requirements.  


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:


2019 Landlord Information Network - All rights reserved - Tel: 01246 413791 - Email:

Company Registration No. 7485861 | Registered in England and Wales | VAT Registration No. GB 110791246