Following successful delivery of all colleague EDI training sessions and an in-person Board workshop, Positive About Inclusion was commissioned by Railway Housing Association to deliver a further series of data-focussed training sessions. Railway Housing Association owns and manages approx. 1,600 homes across 20 local authority areas, mainly concentrated around Darlington, Doncaster, Durham, East Riding, Hull, Leeds, Newcastle and York.
As Railway HA progresses towards completing a full census of their residents, the senior team recognised the value in engaging their full workforce in exploring the value of collecting and utilising resident demographic data. The project encompassed three stages, delivered over a couple of months:
Stage One: Community Housing Coordinators
We designed and delivered an in-person half day workshop for the team of Community Housing Coordinators who work across the 20 local authority area geography of Railway HA.
The workshop explored the Railway data collection methodology in detail, exploring the elements of identity being collected, how to ask sensitive questions effectively and ways to tailor the service using the insight obtained. As the team do not regularly have the opportunity to meet, it was essential that this session was interactive and engaging, and opportunities to share and learn from peers were successfully incorporated into our design with live examples given that were subsequently shared during the next stage to highlight the value from the data being collected.
Stage Two: All Colleagues including Resident Hub
Following on from the in-person session, and using feedback obtained from the Community Housing Coordinators, we designed and delivered an online awareness raising session for all colleagues including the Resident Hub (their Contact Centre). These teams had been tasked with filling in any gaps in existing resident data held as well as checking if information on record required updating when residents contact Railway HA. As such it is critical they understand what is being asked, how to overcome any resident reluctance or hesitancy and how to subsequently tailor their approach to deliver an excellent customer experience.
Stage Three: Contractors
Railway HA have a number of contractors who deliver repairs and maintenance type services to residents in their homes and communities. These teams are a vital link between the resident and the landlord, and can often be the first person to become aware of a vulnerable resident who requires some additional support or a welfare check. To ensure all contractors understand this responsibility, we recorded a short briefing session that provided advice and guidance on what to do if they come across a situation that ‘isn’t quite right’ and how to relay that information to the Resident Hub for appropriate follow up action.
Throughout the project, we delivered added value by providing ad hoc advice and guidance on data collection methodology, appropriate language and terminology, etc. The project ensured that a holistic approach to data collection was established with a reminder to all of the shared responsibility to use data to deliver excellent customer service.
“Thank you for such upbeat and engaging sessions. A really strong reminder of why equity, diversity and inclusion is so important to ensure that we can deliver the vert best resident experience at Railway Housing. Huge thanks to Karen and Lucy.”
Matt Sugden, CEO, Railway Housing Association
