Housing association THT is a housing provider which delivers a wrap-around social housing service. It develops and sells high-end housing to fund its core social housing mission. It builds social housing, houses tenants and supports them. It faces a complex range of challenges, including a shortage of stock, a large waiting list, Universal Credit issues and tenants with complex needs. It has a large customer base who have a wide range of different needs.
We worked with the organisation to deliver modules one and two of our customer experience programme. We arranged customer focus groups consisting of customers at different parts of the customer journey with different needs. Using insights gained from these we built an in-depth profile of the THT customer experience. This allowed the organisation to understand its customers. We identified areas of challenge and recommended workshops and training to help. These included unconscious bias and mental health first aid.
Behaviours were implemented, tools and techniques helped teams shift mindset. Mixed groups in workshops allowed for a more holistic understanding within the organisation. Staff developed a better understanding of the customer. The Trust saw a reduction in the number of complaints and an increase in cross-functional service.
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