We have been the chosen provider of ED&I training for tpas (the tenant engagement experts) for several years. Earlier this year, and in response to feedback from members, they asked us deliver a new workshop on their behalf on the subject of Inclusive Customer Care.
Our Inclusive Customer Care workshops are being delivered throughout the year and the content includes:
⚖ Today’s Context – raising awareness and understanding of the current regulatory, Housing Ombudsman and legislative requirements.
🏗 Laying the Foundations – understanding difference and diversity, vulnerability and reasonable adjustments, and how these contribute to a culture of inclusive customer care.
💯 What Excellence Looks Like – reflecting on the key aspects of excellent service delivery.
🚧 Barriers to Getting it Right – exploring the bias, assumptions and stigma that can prevent us from recognising and responding effectively to residents.
😊 Reasonable Adjustments – exploring the customer care skills and practical tools to meet the needs of the diverse residents with whom we work.
👩🎨 The Art of the Possible – putting the learning into practice with social housing specific scenarios.
“The session today was really informative and enjoyable. The format was great, and I enjoyed the little games to get us thinking about the subject we were discussing. I particularly took away insights for inclusion, equity and reflecting on unconscious bias.”
Laura Waldron, Neighbourhood Engagement Officer, Tamworth Council
