We recently worked with a prominent G15 housing association responsible for managing a diverse portfolio of residential properties. Following a recent merger and subsequent restructure, the organisation was conscious that there was an absence of clear performance expectations within their Customer Enquiries and Sales Executive teams, and this was adversely impacting on the experience of their customers.

Despite previous training initiatives, they recognised the need for a tailored approach to address the specific challenges they were facing in customer interactions. Our approach ensured that the individuals involved recognised areas where their performance aligned with the organisation’s expectations, but also those areas where shifts in behaviour were needed.

We employed a best practice approach to engage key stakeholders and individuals from within each team, to facilitate behaviour change, and align their performance more closely with the organisation’s commercial objectives. This ensured the delivery of a strategic and evidence-based solution.