Insights

Articles, insights, information and practical advice to help you get the results you need

Insights

Articles, insights, information and practical advice to help you get the results you need

Customer Service Excellence Building Organisational Cultures Finance sector Housing Sector Management Development Resilience & Wellbeing Thriving Through Change Training eLearning

Seven people skills that drive tenant satisfaction and service excellence

Social housing providers play a vital role in creating communities where people feel safe, supported and heard. As Tenant Satisfaction Measures continue to shape expectations across the sector, positive tenant interactions are central to building trust and delivering excellent service. Alongside the Housing Ombudsman’s Complaint Handling Code and the new Competence and Conduct Standard, there is an […]

Repairs teams are central to the Competence and Conduct Standard

Across the social housing sector, organisations are placing increasing focus on the operational behaviours, communication standards and service approaches that shape the resident repairs experience. This shift is helping providers strengthen Tenant Satisfaction Measures, improve professionalism across frontline teams and build greater resident confidence throughout the repairs journey. With the introduction of the upcoming Competence and Conduct […]

Social housing: Embedding the behaviours required by the Competence and Conduct Standard

Turning behavioural expectations into everyday practice As the Competence and Conduct Standard moves closer to implementation, social housing providers are increasingly asking the same question: how do we move beyond policies and ensure professional behaviours are consistently demonstrated in practice? The conduct expectations within the Standard will apply from implementation. This means providers need to ensure professional, respectful and accountable behaviours are embedded […]

Empathy in Customer Service: Strategies for handling challenging situations

Empathy is essential in customer service, as it helps build trust and ensures customers feel heard and valued. In our discussions with customers, there is a strong desire and need to help service givers professionally express empathy. Showing empathy is a vital service skill and can turn a negative experience into a positive one. Below […]

Pathway to thriving and success: building your team’s resilience 

As today’s workforce navigates a dynamic environment, the need for skills that enhance wellbeing, resilience and optimism is an important priority. By focusing on their people’s needs, leaders can provide tools to empower their teams with confidence and resilience. This foundation strengthens collaborative efforts, fostering productive and positive workplaces that drive both individual and organisational […]

Delivering Service Excellence in a Human and AI World

AI is transforming customer service at pace. Organisations are seeing real benefits as technology supports faster resolution of straightforward queries, improves efficiency and creates greater accessibility for customers. This shift creates a powerful opportunity. As AI supports structured, repeatable interactions, your people focus on the conversations that shape customer experience, trust and long-term relationships. These are the moments where the difference is […]

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