Founder member of FECMA

Advancing the credit profession

Industry Specific

Rent Collections
Telephone Collections for Social Housing


Negotiate with confidence and reduce rent arrears with this interactive 2-day training. Build confidence in collecting from vulnerable people. Practice taking and making calls and seeing expert trainers role play challenging situations.

What will you gain?

  • New techniques to raise your effectiveness in
    collecting from vulnerable debtors.
  • Confidence in dealing with difficult and
    challenging situations.
  • Post-course assignment if you are interested
    in getting qualified.

Who is it for?

The training is designed for anyone who works for a council, housing association or private landlord and is keen to improve rent collections.

What will it cover?

  • Social housing values & collections philosophy
  • What makes a good telephone collector?
  • Recognising different types of defaulters
  • How do debtors think and prioritise money?
  • Telephone techniques – striking the balance
  • How to secure a direct debit payment
  • Inter-personal skills for handling calls
  • Being and staying assertive
  • Dealing with opposition and conflict
  • Telephone collections cycle

Training Options


Duration: One day

Delivery: At your offices

Timing: At your convenience

Tailored: Programme delivery can be tailored to meet your particular requirements

Recommended next courses:

Negotiating and Influencing
Advanced telephone collections

“I feel I have the right balance now when collecting from vulnerable debtors.”
Collector, Housing Association

Interested to find out more:

T: +44 (0)1780 722907