Tax included

There will be occasions when, despite earlier work, a tenant is accruing rent arrears and the focus moves to recovery. This stage in the process requires a different approach and new skills to achieve the twin objectives of recovering arrears and sustaining tenancies.

Securing a positive outcome takes more than a well designed and implemented escalation policy: the combination of both soft and technical skills sits at the heart of success.

This course is for officers, team leaders and managers with income management/revenue protection responsibilities.

Course content

Modules you will cover in this Management and Recovery of Rent Arrears Online Training:
Module 1 - The road to recovery - Effective arrears case management, Pre-Action Protocols, legal sanctions, structures of arrears management, and using IT to manage arrears.
Module 2 - Putting policy into practice - The AIDA principle, arrears management principles and techniques that work, effective rent arrears letters, how to get the most out of home visits and helping customers with multiple debts.
Module 3 - Negotiation skills - Negotiating styles, tools, and techniques. Preparation for the negotiation, how to structure your negotiation using the 4 stages technique: rapport, analysis, debate and close. A five-step strategy for successful negotiations, making and maintaining sensible arrangements.
Module 4 - Questioning techniques - The benefits of high-quality questions, different types of questions and when they are best used in different circumstances, the importance of closing questions. Active listening, managing difficult conversations and objections and tips for telephone negotiation.
Module 5 - Legal action - Pre-action protocols, legal action on grounds of rent arrears, grounds for possession, serving the notice of seeking possession, court proceedings, types of orders: outright possession order, suspended or postponed, adjournments, warrant of possession, tips on working within the course and alternative action.


Continuing Professional Development (CPD)

All of our courses are certified. This is done by the CPD certification Service. They have been inspected by an independent assessor and meet national standards.

Is this course right for me?

• You want content delivered online.

• You want a course that you can complete at your own pace.

• You want access to course material and additional resources for 1 year.

• You want access for 24 hours a day.

• You want to print your own CPD certificate upon completion. 

Remember, if you need to purchase multiple courses you may be eligible for a discount. Contact us to see how we can help you.


  • Fully online course with assessment at the end of each module

  • CPD certified by the CPD certification Service

  • CPD certificate available to download upon completion

  • Audio option (read aloud)

  • Optional learner file resource

  • Approximate 2 hour duration

Optional Formal Accreditation

Most of our courses have the option for formal accreditation through AIM Qualifications and Assessment Group.

What does this mean?

Whilst all of our courses are CPD certified as standard, formal accreditation is done through a National Awarding Body.

What level are the courses?

The majority of our courses are all at a level 2.

How many credits does this course quality for?

This course is a single credit value.

Do I need to do any extra work?

You will be required to compete a learner file which is available once logged in. This is an enabled PDF so you can type your answer in. You will upload this in your learning area along with your learner registration form. We will then mark your learner file and provide feedback. 

Once this is complete we will put a request in to  AIM Qualifications and Assessment Group for your formal certificate.

How do I get my formal certificate?

This will be posted out to you once we receive it from the awarding body. It is sent recorded delivery.