Driving High Resident Satisfaction
Ensure high levels of resident satisfaction with our training, in line with the Regulator’s new Tenant Satisfaction Measures and the CIH’s Professional Standards.
Driving High Resident Satisfaction
Ensure high levels of resident satisfaction with our training, in line with the Regulator’s new Tenant Satisfaction Measures and the CIH’s Professional Standards.
Customer Service Training for Social Housing
Excel against the CIH’s Professional Standards and the Regulator’s new Tenant Satisfaction Measures
MGI’s Mindset, Language & Actions Toolkit helps people to perform highly against the Chartered Institute of Housing’s Professional Standards and facilitate excellent performance against the key aspects of the Regulator of Social Housing’s new Tenant Satisfaction Measures. We have a proven track record of over 20 years in equipping people in the UK housing sector to deliver customer service excellence, to thrive through change and build strong, resilient teams who can respond with respect to residents’ needs and demands.
Our results-driven Toolkit equips social housing teams with everything they need to excel in their interactions with residents and colleagues. It helps them to be solution-focused from the outset, to collaborate effectively and achieve reliable and satisfactory outcomes every time in line with expectations of the new professional standards, Tenant Satisfaction Measures and the Housing Ombudsman’s updated Complaint Handling Code.
Transforming resident experiences
A highly evolved Toolkit and training programme to help your people cope with increasing demands
MGI’s Mindset, Language & Actions Toolkit has been transforming customer service experiences across the UK social housing sector for many years, putting the emphasis firmly on the people aspect of service with tenant satisfaction and employee engagement at its heart. Our proven content and embedded learning equips people with the how-to skills to live the CIH Professional Standards and excel against the Regulator’s new Tenant Satisfaction Measures and the Ombudsman’s updated Complaint Handling Code. Training your people in our proven and practical Toolkit means you can be certain that they will:
- have a solution-oriented mindset where they take ownership and responsibility and are optimistic that a way forward can always be found
- be confident in their capabilities to listen, communicate well and build strong relationships with residents and colleagues
- be equipped to put the people aspect of service at the heart of every interaction
- have the skills and confidence to collaborate effectively with residents and colleagues at all levels
- value and encourage other colleagues’ views and input where necessary, across teams and departments
- welcome feedback as a positive learning opportunity
- be highly motivated and productive, truly believing they make a difference to residents and colleagues
- be determined to resolve residents’ issues swiftly and sensibly wherever possible before they escalate into more formal complaint situations
Transforming resident experiences
A highly evolved Toolkit and training programme to help your people cope with increasing demands
MGI’s Mindset, Language & Actions Toolkit has been transforming customer service experiences across the UK social housing sector for many years, putting the emphasis firmly on the people aspect of service with tenant satisfaction and employee engagement at its heart. Our proven content and embedded learning equips people with the how-to skills to live the CIH Professional Standards and excel against the Regulator’s new Tenant Satisfaction Measures and the Ombudsman’s updated Complaint Handling Code. Training your people in our proven and practical Toolkit means you can be certain that they will:
- have a solution-oriented mindset where they take ownership and responsibility and are optimistic that a way forward can always be found
- be confident in their capabilities to listen, communicate well and build strong relationships with residents and colleagues
- be equipped to put the people aspect of service at the heart of every interaction
- have the skills and confidence to collaborate effectively with residents and colleagues at all levels
- value and encourage other colleagues’ views and input where necessary, across teams and departments
- welcome feedback as a positive learning opportunity
- be highly motivated and productive, truly believing they make a difference to residents and colleagues
- be determined to resolve residents’ issues swiftly and sensibly wherever possible before they escalate into more formal complaint situations
Book a discovery call to explore how you can achieve excellent TSM scores.
Our Social Housing Customers
Explore our case studies and find out more about the training and transformation projects we deliver to our Social Housing customers
Gateway Housing
Gateway partnered with us to help managers and frontline teams live the company’s values and achieve its goals.
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Network Homes
We supported Network Homes with their ‘People & Culture’ agenda which has driven improvements in employee engagement.
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Golding Homes
Golding Homes partnered with us to support their customer satisfaction strategy, including their innovative service programme.
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Let’s talk
Connect with us and one of our team will help you.