Incorporating the ESOG/NLG Resales Group Conference
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NLG Annual Conference Programme
Session Types
With over 40 sessions to choose from you will be spoilt for choice! We’ve broken the sessions down into the following categories to make it easier to identify which ones are best for you.
Asset Mgmt
Property Management
Customers
Exec
Service Charge
IT
ESOG
All
Training
Monday 16th November
10:30
NLG Conference 2020 – Setting the scene
• Cladding and Fire Safety • Working from home and isolation • COVID-19 and our customers • New products • Leasehold Reform
Health and Safety – New role for property managers
Dr Shaun Lundy, Director – Tetra Consulting
S2
All
14:00
Supplier Accreditation
Why vetting your suppliers is important
The latest HSE Statistics
The future of supplier accreditation
or
Rob Corley, CEO – Credensa
S3
Asset Mgmt
14:00
Understanding Shared Ownership
The Basics
Fundamental Clauses – Subletting & Alienation
Reputational Challenges
Becca Fury, Homeowner Manager – RHP
S4
ESOG
All
Training
15:30
Shared Ownership proposals – What do we think?
• Proposed changes • Right to Shared Ownership • How will it all work?
or
Marcus Canning, Head of Customer Experience – Stonewater Jonathan Layzell, Executive Director – Stonewater Sandy Kelly, Head of Sales – Onward Living Emily Cook, Shared Ownership Customer Yvonne Unwin, Head of Leasehold – Plumlife
S5
All
15:30
Leases Uncovered
Key Elements
The Legal Framework
Reading Leases
Darren Coleran, Head of Enfranchisement & Leasehold Reform – Bolt Burdon Yezden Izzet, Head of Real Estates Disputes – Bolt Burdon Alan Wake, CEO – NLG
S6
All
Training
Tuesday 17th November
9:30
Virtual Resident Engagement
Residents meetings on Zoom
Lesson Learned
Dealing with Conflict
Ken James, Head of Leasehold – A2Dominion
Saleh Mirza, Head of Building Projects – A2Dominion
S7
All
Customers
10:15
Sponsor Surgeries – By Appointment
Current Challenges
Specialist Advice
Problem Solving
Chris Baker – McDowalls Darren Coleran – Bolt Burdon Andrew Banister – Earl Kendrick Paul Jepps – Fortus Paul/Danny Sherman – Liquid Recruitment James Shand – Tripartum
S8
11:00
Planning Maintenance in the Current Climate,
Prudent planning
Building health checks
Use of Drones and Technology
or
Andrew Banister, Director (North) – Earl Kendrick
Julian Davies, Group Managing Director – Earl Kendrick
S9
All
Asset Mgmt
11:00
Customer Engagement on Costs
Understanding the challenges
Clarity and Transparency
Identifying mutual solutions
Michael Hill, Business Development Manager – TPAS
S10
Service Charge
Customers
12:15
Shared Ownership – What the research says
The customers’ views and different markets
MHCLG Proposals
Leasehold Reform and Shared Ownership
or,
Dr Alison Wallace, Centre for Housing Policy
S11
All
Exec
Customers
12:15
Service Charges and 2020
COVID-19 and Service Charges
Recovering Fire Safety Costs – The admin
The Golden Rules
Jeff Platt, Managing Director – Section 20 Ltd Paul Jepps, Head of Service Charge – Fortus Business Advisors & Accountants
S12
13:00
Harnessing mindfulness in managing your stress and improving your wellbeing
Understanding mindfulness and individual stress patterns
Unhooking from stressful thoughts and feelings
Developing resilience to stress
Dr Alanna Henderson, Chartered Psychologist
S13
All
14:00
Leasehold and Commonhold Reform – The Law Commission
The Recommendations
Considerations for Social Housing
Shared ownership and the Law Commission’s recommendations
Professor Nick Hopkins – The Law Commission
S14
All
ESOG
15:00
10 NLG Conferences – The story so far
Life before NLG
Our motivations
The challenges ahead
Kevin Dunleavy, Chair NLG and Founder Member – NLG
Steve Michaux, Founding Chair – NLG
S15
All
16:00
Staircasing & Flexible Tenure
The Lease
Valuations
Working with Solicitors
or,
Chris Baker, Managing Director – McDowalls
S16
ESOG
All
16:00
Reinstatement Cost Assessments
Why are RCAs needed?
How RCAs are undertaken
VAT, Case studies, Q&A
James Paul, Director – Earl Kendrick
S17
Wednesday 18th November
9:30
Working with Managing Agents
Understanding the relationship
Collaboration
Redress
or
Sean Gill, Management Company Manager – Abri Nick Rich, Director – Eight Asset Management
S18
Asset Mgmt
Property Management
9:30
Lease Extensions & Property Valuation
Latest Best Practice
The Zucconi affect
Valuing issues in lockdown
Chris Baker, Managing Director – McDowalls
S19
ESOG
Property Management
10:30
Making Recruitment work for you,
Recruitment tips
What to look for in CVs
Getting the role profile right
or
Paul Sherman, Director – Liquid Recruitment
Danny Sherman, Director – Liquid Recruitment
S20
All
10:30
Key Case Law
Key historic cases
Practical applications
Lessons learned
Alan Wake, CEO – NLG
S21
All
Training
12:00
The Key Documents & Processes
LPE1
EWS1
Darren Coleran, Head of Enfranchisement & Leasehold Reform – Bolt Burdon Andy Barron, Inhouse Lawyer – A2Dominion
S22
ESOG
Training
12:00
Service Charges – A clear message for Leaseholders
Helping customers understand Service Charges
Communicating during lockdown
Different customers/Different requirements
James Shand, Chairman – TriPartum
S23
13:30
The FTT and the Pandemic
Managing case in lockdown
Backlogs and workload
Future Plans
Siobhan McGrath, President of The First Tier Tribunal (Property Chamber)
S24
All
14:30
Fire Safety – Recovering Costs
The size of the challenge
The legal framework
What next?
Steve Michaux, Director of Residential Services – A2Dominion
Andy Barron, Inhouse Lawyer – A2Dominion
S25
All
Service Charge
Customers
15:45
Property Management as a Career
Recognising UK Apprenticeships as a formal career
Career Progression Pathways for everyone
Recruit, train and retain – embedding this within organisations
Stuart Shield, Area Manager UK – Learning Curve
S26
All
Thursday 19th November
9:30
Customer Service in Resales
Buying & Selling Customers
Dealing with External Stakeholders
Top Tips
or
Becca Fury, Homeowner Manager – RHP
Tim Willcocks, Executive Director of Development – RHP
S27
ESOG
All
9:30
Recovering Leasehold Arrears
The legal process
The current challenges (COVID-19/Cladding)
MPC and other considerations
Alex Clarke, Solicitor – Bolt Burdon
S28
Service Charge
Customers
10:30
Planning Major Works Projects,
Long Term planning
Timeframes
Section 20 – Getting it right
or
Andrew Banister, Director (North) – Earl Kendrick
Julian Davies, Group Managing Director – Earl Kendrick
Adrian Shaw, Head of Service Charges – Clarion Housing Group
S29
All
Asset Mgmt
10:30
Understanding Service Charges
The Golden Rules
Statutory requirements
What is reasonable?
Alan Wake, CEO – NLG
S30
Training
Property Management
Service Charge
Customers
12:00
What makes an Ideal Housing System?
The current software landscape
Legacy systems & migrating systems
One-size-fits-all or specialized applications?
Bespoke systems
or
Rob Corley, CEO – Credensa
S31
All
IT
12:00
How do Valuers value?
A valuation in real time
What valuers consider
Making the most of your valuer
Chris Baker, Managing Director – McDowalls
S32
All
ESOG
13:30
Shared Ownership – Fit for purpose?
Current challenges
The new model
What are the alternatives
Giles Peaker, Partner – Anthony Gold
Justin Bates, Barrister – Landmark Chambers
S33
All
14:30
Leasehold – A Complaints Code – The Ombudsman
“A new lease of life” – Report
The Complaint Handling Code
Recommendations
Emma Foxall, Deputy Housing Ombudsman
S34
All
15:45
Who is looking after ‘You’?
Working and living in isolation
Missing “normal”
Being kind
‘Big’ Ian Donaghy
S35
All
18:30
NLG Quiz and Amateur Dramatic Night – Sponsored by Liquid Recruitment
An evening of Quiz Fun and Famous Film Scenes Re-enactment by leading NLG figures!
Friday 20th November
9:30
Understanding Mortgages
Basics – deposits / rates / terms
Affordability Assessments
Challenges – credit ratings, valuations,etc
or,
Rupi Hunjan, CEO – Censeo
Anthony Hall, New Business Director – Censeo
S36
ESOG
All
Training
9:30
Managing Agents and recovering Fire safety costs
The challenges
Consulting with customers
Taking control
Claire Cooper, Head of Homeownership – Peabody
S37
All
Service Charge
Customers
10:30
ESOG/NLG Meeting
or,
The ESOG/NLG Resales Group
S38
ESOG
10:30
Section 20 Explained
The basic principles
Different processes
Key S20 Case Law
Adrian Shaw, Head of Service Charges – Clarion
S39
All
Training
Service Charge
Asset Mgmt
12:00
Accommodating Electric Vehicles
An increasing market – the numbers
The practicalities
Future proofing
or,
Jamie Willsdon, Group Managing Director – Future Group Cassandra Zanelli, Solicitor
S40
All
Asset Mgmt
12:00
Customer Service and why it matters: Embedding a service culture
The external world
Impact of Covid-19 and next steps
Why investing in customer service matters
Building the right culture
ROI of service excellence
Building on Service Nation: Service with Respect
Joanna Causon, CEO – The Institute of Customer Service
S41
13:30
Case Law Update
Justin Bates, Barrister – Landmark Chambers
S42
All
14:30
Expert Panel – Questions
Sarah Chatfield, Director of Homeownership – Anchor Hanover Sean Gill, Management Company Manager – Abri Yezdan Izzet, Partner & Head of Real Estate Disputes – Bolt Burdon Chris Yandell, Leasehold Income & Compliance Manager – Network Homes