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Maximising Income – Get off the down escalator and ride the lift to improved performance

10/03/2020 @ 9:30 am - 4:00 pm

- $290 – $300

There has never been a more challenging time to be a social landlord. One in eight adults in Australia experienced severe or high financial stress during 2017. [i] Rent debt is increasing across the sector and escalation procedures for arrears recovery are leading to a higher volume of evictions.

This workshop asks two valuable questions:

  1. Are we using the most effective means possible to encourage our tenants to engage with us?
  2. Are we using the most cost-effective means possible to increase income?

Delegates will consider best practice from both Australia and abroad in respect of developing a rent payment culture, sustaining tenancies, maximising the rent we charge and maximising the rent we collect.

Delegates will consider preventative measures, strategies for dealing with financial exclusion and financial resilience and using behavioural insights to influence tenants’ behaviour.   Delegates will be provided with the framework to evaluate existing processes and formulate new strategies for maximising income.

 The workshop will address:

  • The business drivers for maximising income
  • The benefits of a whole of organisation approach
  • Developing a rent payment culture
  • Financial inclusion and Financial resilience
  • Performance management
  • Value for money
  • Collecting data to inform service provision
  • Preventative measures
  • Using behavioural insights or Nudge Theory to influence tenants’ behaviour
  • Leadership team members
  • The framework to evaluate existing practice, challenge service improvement and inform strategy

The workshop would be suitable for:

Anyone who is responsible for or involved in developing policy, strategy and procedures around the charging, collection and recovery of rents including:

  • Leadership team members
  • Senior management team members
  • Team Leaders

Jo is an enthusiastic and motivational facilitator who utilises accelerated learning techniques to deliver lively, interactive and engaging workshops.  She holds an Honours degree in Housing Studies from De Montfort University along with a Level 4 Certificate in Learning and Development.

Jo has forged a career in social housing over the 25 years, holding senior management roles for some of the largest landlords in the UK and latterly Australia.   She is known for being passionate about customer service excellence, putting the customer at the heart of the service and delivering a commercial business model with a social purpose.

Jo’s experience includes the management of large scale stock transfer, developing strategies for maximising income and managing neighbour nuisance complaints and having worked for some of the largest social housing developers in the UK, she has a wealth of experience of creating strategies for the handover and management of new developments.


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9:30 am - 4:00 pm
$290 – $300


Holly Mullaney


CHIA Vic training room
Online Zoom Australia + Google Map