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

Complaint Handling: The Complete 10-Step Formula for Successfully Resolving Customer Complaints

Complaint handling – the process of listening to concerns, understanding customer needs, agreeing solutions and taking action to achieve a positive outcome for both the customer and the organisation – is a fundamental differentiator for any service focused organisation. Complaints provide an excellent opportunity to learn and develop stronger, more collaborative relationships with customers. Effective complaint handling helps organisations resolve concerns, strengthen relationships and improve future service. MGI’s proven […]

The True Spirit of the Competence and Conduct Standard

Across the social housing sector, there is a growing commitment to creating excellent resident experiences through professional, resident-focused services. The Competence and Conduct Standard provides a valuable framework to support that ambition. Whilst qualifications, technical expertise and professional knowledge are important foundations, many organisations are also recognising an exciting opportunity to strengthen the behaviours, culture and communication that help […]

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 […]

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