Social Housing Training
Righttrack Consultancy delivers training solutions
for the social housing sector:
Organisational Development
Management & Leadership
Customer Care
Equality & Diversity
Customer Care
Develop the skills in your organisation to deliver excellent customer service with one of Righttrack's customer care programmes. Bespoke programmes can also be created to fit specific requirements:
Customer Care programmes cover:
Customer Care on the Telephone
Customer Care - Face to Face
Complaints Handling
Advanced Customer Care Workshop
Customer Care - Experiential Event
This 1 day telephone customer care programme will assist your organisation in maintaining a focus on quality response to telephone enquiries from tenants and other stakeholders. The programme content involves a close look at the detail of telephone transactions whether dealing with internal or external callers.
The key benefits include:
Increased productivity from telephone calls
Improvement in perception of your organisation with tenants and other stakeholders
Increased customer satisfaction
Reduction in potential complaints
Stronger relationships with tenants and other interested parties
Increased performance from the individual and their team
More precise verbal communication
Less misunderstanding and escalation of issues
Reduced conflict and confrontation
Clearer communication
Immediate impact from the learning
Download PDF programme outline
Contact Righttrack to discuss your specific requirements
The focus of this 1-day face-to-face customer care programme is on dealing with customers, clients and tenants in a face-to-face capacity and on how to make the best possible impression. The programme explores techniques and skills for providing a quality and caring approach to both internal and external direct enquires and queries.
The key benefits include:
Increase value from customer and client conversations
Improvement in perception of service both inside and outside of the organisation
Increased client satisfaction
Reduction in complaints and quicker and better response when complaints do occur
Stronger internal and external relationships
Increased performance from the individual and their team
More precise verbal communication
Less misunderstanding and escalation of issues
Reduced conflict and confrontation
Clearer communication
Immediate impact for the organisation
Download PDF programme outline
Contact Righttrack to discuss your specific requirements
This 1 day complaints handling programme will help develop participants’ skills in handling complaints from tenants, home occupiers, and other representative groups. The content has a strong focus on complaints received by telephone (through which a high proportion of complaints are typically received) and the particular challenges when using this medium. The programme does not however ignore the challenges faced by many social housing staff who have to manage complaining tenants and other stake holders in a face-to-face situations.
The key benefits include:
Develop stronger landlord/tenant relationships
Improved application of your organisations complaint handling procedures
Reduced staff pressure and stress levels
Improved customer/tenant perceptions
Reduced negative PR, increased positive PR opportunities
Less likelihood of successful legal challenge
Download PDF programme outline
Contact Righttrack to discuss your specific requirements
This 1 day advanced customer care workshop has been specially designed to help your organisation develop and improve the quality of service you provide to your customers, tenants and other stakeholders in the organisation. The workshop is facilitated using innovative principles from “Appreciative Inquiry”, and utilises self managed and shared group learning as its core strategy.
The key benefits include:
Increased value from customer interactions
Improvement in customer perception of organisation
Increase in customer satisfaction
Reduction in customer complaints
Stronger customer relationships
Improved customer loyalty
Less misunderstanding
Reduced conflict and confrontation
Immediate impact on the organisation
Download PDF programme outline
Contact Righttrack to discuss your specific requirements
This Customer Care skills event has been designed as an experiential learning event to explore key issues relating to customer care and how to consult with internal and external customers in order to provide a customer first service, which is relevant and appropriate to the customer.
The event also explores how everyone in a customer care environment can maintain a positive approach to any customer transaction, through engaging with the customer, making a customer’s or a colleague’s day and being ‘outstanding’ rather than ordinary.
This event, called Salt Cay, has been purposely designed to bring to the surface the following:
The need to consult with a customer / colleague on their preferred solutions to problems
and not to be too quick to make decisions, which may or may not be appropriate
The importance of engaging with people and listening carefully to the detail surrounding
their situation and the impact that it is having for them
The importance of working together as a united team to address service issues and concerns
For individuals to be aware of their attitude and the impact it has on other people and
the outcomes of situations
The need to be creative, have fun and maintain high energy levels
The need to remain customer focussed regardless of the internal situation
The value of team work and the importance of having fun whilst you achieve
Skills to deal with customer complaints and concerns
View Salt Cay overview
Download PDF programme outline
Contact Righttrack to discuss your specific requirements
In-company / bespoke training benefits
Righttrack Consultancy offers in-company training programmes that deliver results.
The training can be bespoke to the exact requirements of the client or selected from Righttrack's extensive portfolio of existing programmes. People are often pleasantly surprised that both these options can offer cost effective alternatives to sending a number of staff on a standard open (public) course.
Frequently Asked Questions:
What is the difference between an in-company and an open training programme?
What is the main benefit of bespoke training?
How much does bespoke training cost?
Organisational Development
Righttrack has real expertise in supporting organisational development projects in the public and social housing sectors.
The scope of a project is determined by the requirements of a specific organisation. Organisational development projects include :
working with executives to support the development of strategy or business plans
the development of employee engagement strategies
the development of leadership & management skills
Much of the training we offer to the social housing sector has involved an
element of organisational development and reflects very much the principles
articulated in the MacLeod report on enhancing performance through
employee engagement.
Leadership Development
Effective and efficient leadership within any organisation is vital and the social housing sector is no exception. Righttrack can produce a bespoke development programme to meet your specific needs or alternatively you can make use of an existing programme.
An example leadership development programme is described below.
The programme is designed as 4 x 2-day modules or it can be customised to suit your particular organisation.
The modules comprise:
Module One – Strategic Leadership & Leading Self
Module Two – Leading Others
Module Three – Innovating & Leading Change
Module Four – Organisational Acumen & the Strategic Leadership Toolkit
ILM approved Management Development programmes
Righttrack can provide an ILM approved bespoke programme based on the specific needs of an individual client.
Righttrack's ILM approved Housing Association Management Development programme is an example of an already approved programme. This carefully designed programme consists of 3 x 2 day modules each of which addresses typical skills relevant to social housing sector management.
The modules comprise:
Module One – Managing / Leading Self
Module Two – Leading Self
Module Three – Leading Others
7 Steps to Management
The 7 Steps to Management contains an extremely flexible set of 7 modules covering key management skills for all of the essential management skills areas.
As with all our programmes, these modules are highly participative and engaging for those who attend. The programme facilitator will include necessary theory to ensure a good understanding, but the focus is on active learning and practicing the skills so that delegates can
immediately use these when they get back to work.
Each module is independent, enabling you to buy just the one you want,
individual relevant modules over a period of time, or purchase
the complete programme of 7 modules.
Management Skill Builders
We have a range of management and leadership skill building programmes designed specifically for the social housing sector. These can be amended to fit specific training requirements:
Change Management – 2 days
Delegation Skills
Finance for Non-Financial Managers – 2 days
Motivation & Coaching
Performance Management – 2 days
Project Management - 4 days
How to Win Tenders- 3 days
Customer Care
Develop the skills in your organisation to deliver excellent customer service with one of Righttrack's customer care programmes. Bespoke programmes can also be created to fit specific requirements:
Customer Care programmes cover:
Customer Care on the Telephone
Customer Care - Face to Face
Complaints Handling
Advanced Customer Care Workshop
Customer Care - Experiential Event
Equality & Diversity Training
We have a range of equality and diversity programmes designed specifically for the social housing sector covering:
An Introduction to Equality & Diversity
Equality & Diversity
Equality Impact Assessment
Age Equality & Diversity
Bullying & Harassment
Cultural Awareness
Disability Equality
Equality & Diversity for Managers
Race in Equality & Diversity
Sexual Orientation in Equality & Diversity
Board Development
Personal Effectiveness Training
We have a range of personal effectiveness programmes designed specifically for the social housing sector:
Effective Meetings
Effective Writing Skills
Influence Skills
Personal Impact
Presentation Skills
Problem Solving
Time Management