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
How Can UK Social Housing Providers Improve Tenant Satisfaction in Complaint Handling?
Social housing providers can lift Tenant Satisfaction Measures (TSMs) on complaint handling by giving frontline teams and managers the confidence and communication skills to find constructive solutions, express appropriate empathy, keep tenants updated and, when needed, deliver difficult messages in a way that still feels fair, transparent and well-handled. Why Are Complaint Handling Scores Lower Than […]
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Maintaining Engagement in High-Demand Service Roles: The Empathy Paradox
The best service professionals care deeply and that’s exactly what can put them at risk. People enter service roles because they want to make a difference. They listen, reassure, problem-solve and calm emotion every day and over time, that same ability to care, the thing that makes them exceptional, may start to cost them. The very empathy that powers excellent service can, if […]
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How to cultivate a high trust culture
Observing how people behave and speak with each other, their customers and suppliers provides a great barometer to gauge levels of positivity and trust in your organisation. As we know, trust is essential for organisations to succeed, thrive and deliver exceptional outcomes, while culture is played out by what people say and do every day […]
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Raising Standards in Social Housing: How Training Can Equip Team Members to Meet the New Competence & Conduct Standard
The professionalisation of social housing is entering a new phase. With the Competence & Conduct Standard due to come into force from 2026, every housing provider in the UK is being asked to demonstrate that team members have the knowledge, skills and behaviours to deliver safe, respectful and customer-focused services. This is a chance to […]
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Embedding customer service excellence: The manager’s framework for lasting impact
At MGI Learning, we understand that the true value of customer service training lies in a structured combination of the learning event itself and what happens next. A powerful training programme can spark transformation, and it’s a successful embedding process that ensures new behaviours become a lasting part of company culture and drive business metrics. […]
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Building strength through people: How customer service training helps Social Housing excel in changing times
The social housing sector is experiencing one of the most dynamic periods in its history. From evolving government standards to increasing financial pressures, organisations are being called upon to deliver more, respond faster and maintain exceptional service, often with fewer resources. Within this climate of change lies a powerful opportunity to make a real difference: […]
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