TRAFFORD HOUSING TRUST

Laughology was engaged at a time when the Trust was undergoing a transformation process and was attempting to save costs to invest more in its core mission. It was intent on maximising processes, breaking mindset and helping new employees understand what its customer experience was. It wanted to make the shift from providing customer service to providing customer experience.

The challenge:

The solution:

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.

The results:

Why did it work so well?

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.

We worked with customers from the start who shared their stories; good and bad. The organisation was honest, which created trust between front line workers and managers. Recommendations were actioned by the senior leadership team.

More Laughology Case Studies

Nat West

Case study

We devised a bespoke programme of sessions designed to build participants’ emotional intelligence, using humour as a leadership mind-set.

HSBC

HSBC Case Study

HSBC wanted Laughology to complement its highly successful training and development programme with an engaging, science-based module addressing the subject of unconscious bias.

BNP Paribas

BNP Paribas Case Study

Laughology worked with BNP Paribas to develop a programme which taught the art of effective communication to participants on the bank’s fast-track management scheme

Severn Trent Water

Laughology devised a series of bespoke, immersive sessions with managers which helped them gain a greater understanding of resilience and increased emotional capital and engagement throughout the team.

O2

O2 Case Study

Telecoms provider O2 wanted to create a leadership-led culture where people could have ‘great conversations that matter, making every day better through personal experiences that count’.