The social housing sector is experiencing one of the most dynamic periods in its history. From evolving government standards to increasing financial pressures, organisations are being called upon to deliver more, respond faster and maintain exceptional service, often with fewer resources. Within this climate of change lies a powerful opportunity to make a real difference: strengthening the way teams connect with residents. 

By equipping customer-facing colleagues with proven people skills, housing providers can navigate the shifting environment to enhance trust, engagement and long-term success. Engaging specialist training providers with extensive social housing expertise offers a practical, energising pathway for achieving exactly that. 

Exploring a landscape of change 

Regulatory expectations are at their highest ever levels as regulatory bodies seek to regain customer confidence. The UK’s Social Housing (Regulation) Act 2023 introduced a stronger consumer regulation regime, including new Tenant Satisfaction Measures (TSMs) that require organisations to demonstrate performance on issues such as repairs, safety and communication. The Regulator of Social Housing has made clear that a culture of responsiveness and transparency is essential. 

Financially, rising costs – particularly in maintenance, retrofitting for energy efficiency and compliance – are squeezing budgets. The National Housing Federation recently reported that social housing providers face a combined funding gap of over £23 billion over the next decade for building safety and decarbonisation work alone. Add in the ongoing need to address homelessness, improve stock quality and support vulnerable residents, and the operational challenge becomes clear. 

In this environment, technical solutions are vital – and they can only succeed if residents feel heard, respected and valued. That’s where outstanding customer interactions make the difference. 

Why people skills are the key advantage 

Research shows that strong communication and empathy directly influence resident satisfaction. A 2024 Housemark survey revealed that housing organisations scoring in the top quartile for customer service reported 20% higher tenant trust levels than those in the bottom quartile. In times of regulatory scrutiny, this is a significant measurable driver of organisational performance. 

Excellent people skills act as the bridge between policy and lived experience. When frontline teams are confident in their approach, they can: 

• Defuse challenging conversations before they escalate, saving time, building trust and protecting relationships. 

• Promote positive resident engagement, ensuring feedback is welcomed and acted upon constructively and collaboratively. 

• Reinforce organisational values in every interaction, building a consistent and reassuring customer service. 

The Mindset, Language & Actions difference 

MGI’s globally recognised Mindset, Language & Actions Toolkit training programme provides a framework for sustained service excellence. Based on proven psychology and tailored by training experts with decades of combined experience in the social housing sector, it focuses on three core pillars: 

1. Mindset – Encouraging teams to approach every resident interaction with ownership and responsibility, optimism, empathy and a solutions-focused outlook. 

2. Language – Equipping staff with techniques to frame messages positively, even when having to say ‘no’ or deliver disappointing news, so that residents feel respected and reassured. 

3. Actions – Reinforcing behaviours that demonstrate reliability, solution-focus and competence, ensuring agreed solutions become tangible results. 

This structured and flexible approach means housing organisations can embed the Toolkit across all service areas, from call centres to estate teams, creating a shared language and united way of working that residents immediately notice and benefit from. 

Positive impact in real situations 

Imagine a resident reporting a recurring damp issue. In a pressurised environment, it’s easy for conversations to become transactional. Using the Toolkit, the colleague takes a different approach – actively listening to the resident’s concerns, remaining solution-focused and collaborative, and explaining next steps in supportive terms. While the physical repair is in process, however long it takes, the resident is kept up to date and feels informed and respected, reducing frustration and the likelihood of further complaints. 

Another example: during a rent review, a frontline officer trained in the Toolkit uses open, constructive language to explore payment options, using collaboration and solution-focus to help the resident find a workable plan. In both cases, the interaction builds trust, something that directly influences TSM scores and organisational reputation. 

Aligning with sector goals 

The housing sector’s commitment to the government’s Decent Homes Standard, net zero targets and improved resident voice is all underpinned by effective communication. Regulatory inspections increasingly focus on “soft evidence” – the lived experience of residents. This means every conversation, email and meeting counts. 

Organisations adopting proven training solutions with specialist providers are better positioned to: 

• Meet and exceed regulatory expectations for resident engagement. 

• Demonstrate a strong, measurable service culture to boards, regulators and funders. 

• Boost their people’s confidence, reducing stress and improving retention in high-pressure roles. 

The financial case for investing in people 

Investing in improved service and people skills will generate tangible savings and better outcomes. Fewer complaints mean less time and money spent on investigations and compensation. Stronger relationships can lead to faster access for repairs, reducing repeat visits. And confident, motivated teams are more productive, helping organisations achieve more with existing resources. 

These efficiencies are invaluable in a sector facing billions in additional costs. 

Moving forward with confidence 

There is great potential to rise above the challenges facing the social housing sector by equipping your teams with the people skills they need to build a foundation of sustainable success. By investing in proven, long-lasting customer service training, housing organisations can build resilience, strengthen compliance and ensure residents feel respected, supported and heard. 

Talk to us to find out how MGI’s Mindset, Language & Actions Toolkit can give your teams the tools to thrive in this era of change – turning every conversation into an opportunity to strengthen trust and deliver service that residents remember for the right reasons. 

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