Welcome to HQN and The Housing Quality Network

The Leasehold Excellence Network website is under construction and will go live later this year: watch this space for further details.

In the meantime, here is some information on the network.

What is the Leasehold Excellence Network?

Developed in 2008, the Leasehold Excellence Network is now in its third year, having increased membership year-on-year to the current level of 83 organisations from across the social housing sectors. Set up initially as a performance benchmarking network with seven founder members, it has now expanded to benchmark other elements such as value for money and fees, and provide good practice support and guidance to members.

Membership is varied, split pretty much evenly between local authority/ALMO sector organisations and housing association sector organisations. Their leasehold stock level varies from an independent housing trust with just over 150 leasehold properties and a local authority with 180 properties, to a national housing group with nearly 7,000 leasehold properties and a large ALMO with over 9,000 leasehold properties. The expertise and level of experience of the main member contacts also varies from experienced managers and heads of sections, through to staff new to leasehold management, or those who have taken on leasehold work as part of a broader remit.

There are currently two major benchmarking exercises in which members participate annually: the performance indicator benchmarking (survey June/July, reporting October) and the value for money/management fees benchmarking (survey March, reporting May).

We will also benchmark on any contemporary issues that members feel would be worthy on an ad hoc basis - carrying out a survey and providing a report back to all.

The performance indicator benchmarking looks at satisfaction with services, equality and diversity/customer profile, satisfaction with services by BME leaseholders, satisfaction with repairs, collection rate success, collection of arrears, debt and associated issues, LVT decisions. 2009/10 represents the third major benchmarking survey after the initial pilot.

The value for money benchmarking covers management fees, value for money strategy, fee components, other fees charged/chargeable, fees for improvements and Decent Homes, and the outcomes of VfM efficiencies.

Other member benefits include:

Good practice briefings

We issue monthly briefings on different aspects of leasehold management on subjects such as: service charges, sinking funds, buildings insurance, helping leaseholders to pay for major repairs, leasehold customer care excellence and the preserved Right to Buy and Right to Acquire. We also provide 'Ask the expert' briefings that provide answers to different issues posed by members.

News on the Block

Subscription to the LVT news magazine and access to their website giving information on tribunal decisions - as part of the membership.

'Ask the members'

The chance to get good practice advice and support from other members on any problem that you may have through circulating your problems and taking their advice and good practice back - with a summary of all good practice responses. Issues covered to date have included: charging interest on debts, gas safety, condensation, dealing with arrears, fly-tipping, buy-back policy, service reviews, leasehold qualifications, customer profiling, and surrendering leases - and we are asking members about caretaking service charges and dispute resolution.

Guidance and support

Help and problem-solving from one of our 'retained' leasehold specialists is just a return phone call away.

Members-only workshops

Hosted by members across the country, we run series of members-only good practice workshops every six months in the north, midlands and south to discuss the outcomes of the benchmarking, hot topics and key issues as raised by members.

National events

Members get discounts on the cost of attending any national HQN leasehold event, with preferential booking opportunities (the annual conference usually sells out), and also act as the 'sounding board' for the issues they would want to see covered at conferences and events.

Subscriptions: last for 12 months and cover all of the benefits plus copies of all reports and benchmarking, and any back copies of information as requested.

Need more information? Give Richard Waft, Leasehold Excellence Network Manager, a call on: 01904 557165 or email: richard.waft@hqnetwork.co.uk or download the brochure here.