Webinar: Creating a Customer-Focused Culture in 2026: Skills Every Housing Provider Needs Now
Prepare your teams for the Competence & Conduct Standard with practical tools that enhance tenant experiences
Tuesday 20th January, 11.00-12.00 (UK time) – Reserve my place
Webinar: Creating a Customer-Focused Culture in 2026: Skills Every Housing Provider Needs Now
Prepare your teams for the Competence & Conduct Standard with practical tools that enhance tenant experiences
Tuesday 20th January, 11.00-12.00 (UK time) – Reserve my place
Why Join This Webinar?
From October 2026, the new Competence & Conduct Standard will require every housing provider to evidence both technical capability and consistent, respectful, customer-focused behaviour across all roles.
This webinar explains what customer service excellence looks like under the new regulatory expectations and gives you the practical mindset, language and actions tools frontline teams need to have empathetic, solution-focused conversations, reduce complaints and build lasting tenant trust.
Who Should Attend
This session is designed for social housing leaders and tenant service professionals preparing for the 2026 requirements or looking to further elevate their tenant experience.
It is especially valuable for organisations seeking consistency of service, improved complaint handling, higher tenant satisfaction scores and a clear plan to develop frontline and mobile teams at scale.
Why Join This Webinar?
From October 2026, the new Competence & Conduct Standard will require every housing provider to evidence both technical capability and consistent, respectful, customer-focused behaviour across all roles.
This webinar explains what customer service excellence looks like under the new regulatory expectations and gives you the practical mindset, language and actions tools frontline teams need to have empathetic, solution-focused conversations, reduce complaints and build lasting tenant trust.
Who Should Attend
This session is designed for social housing leaders and tenant service professionals preparing for the 2026 requirements or looking to further elevate their tenant experience.
It is especially valuable for organisations seeking consistency of service, improved complaint handling, higher tenant satisfaction scores and a clear plan to develop frontline and mobile teams at scale.
What We Will Cover
A practical, proven approach to strengthening service behaviours that meet the Competence & Conduct Standard, through
- Live examples from MGI’s Mindset, Language & Actions Toolkit, showing how your team can demonstrate customer-focused, empathetic and positive communication
- Options to implement this training across your organisation at scale in an operationally manageable, engaging and cost-effective way
- An embedding process that ensures new skills stick, creating lasting service excellence and measurable impact on tenant experience
About This Session
Drawing on MGI Learning’s extensive work with housing providers across the UK, this webinar offers a clear, realistic roadmap to uplift competence and conduct before the new standard goes live.
We will show how frontline teams can quickly adopt MGI’s practical tools, specifically tailored for social housing conversations to deliver significantly improved outcomes for tenants and teams.
Why This Matters
The regulatory bar is clear and a compliance challenge has been laid down with the need to ensure service behaviours positively shape tenant experience and minimise complaints.
This session gives you a roadmap to ensure every interaction meets the standard consistently, across your whole organisation.
What We Will Cover
A practical, proven approach to strengthening service behaviours that meet the Competence & Conduct Standard, through
- Live examples from MGI’s Mindset, Language & Actions Toolkit, showing how your team can demonstrate customer-focused, empathetic and positive communication
- Options to implement this training across your organisation at scale in an operationally manageable, engaging and cost-effective way
- An embedding process that ensures new skills stick, creating lasting service excellence and measurable impact on tenant experience
About This Session
Drawing on MGI Learning’s extensive work with housing providers across the UK, this webinar offers a clear, realistic roadmap to uplift competence and conduct before the new standard goes live.
We will show how frontline teams can quickly adopt MGI’s practical tools, specifically tailored for social housing conversations to deliver significantly improved outcomes for tenants and teams.
Why This Matters
The regulatory bar is clear and a compliance challenge has been laid down with the need to ensure service behaviours positively shape tenant experience and minimise complaints.
This session gives you a roadmap to ensure every interaction meets the standard consistently, across your whole organisation.
