duration

Duration
1 day

duration

Location
Live virtual

duration

Availability
Good

Suitable for:       IA What does this mean?

Strong customer service and meaningful tenant engagement are central to effective housing management. This module helps delegates build respectful, responsive and professional relationships with tenants, use feedback constructively and support service improvement through clear communication, accountability and resident-focused decision-making. across every point of contact.

This module has been designed to support Competence and Conduct Standard preparation by helping organisations address identified knowledge gaps through focused, role-appropriate top-up learning.

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    What will delegates learn?

    Delegates will develop a practical understanding of customer excellence in a social housing context. They will explore how communication, complaints, feedback and tenant engagement influence trust, service quality and organisational performance.

    The module will help delegates consider how to strengthen relationships with tenants, respond professionally to concerns and use resident insight to improve services and outcomes. They will leave with practical approaches for creating a consistent service culture, closing the feedback loop and demonstrating how the resident voice has influenced decisions.

    This course will cover:

    • Customer excellence in social housing
    • Effective communication with tenants and residents
    • Tenant engagement, influence and involvement
    • Responding to complaints, concerns and feedback
    • Using insight to support service improvement
    • Building trust, respect and professionalism in service delivery
    • Managing expectations and communicating difficult decisions
    • Closing the feedback loop and demonstrating the impact of tenant involvement.

    Practical outcome: delegates will identify actions they can apply in their role and use as evidence of continuing professional development.

    Learning outcomes

    By the end of the module, delegates will be able to:

    • Explain what customer excellence means in a social housing context and why the landlord–tenant relationship creates particular expectations around service
    • Apply effective communication and relationship-building approaches to strengthen trust, manage expectations and improve tenants’ experience of services
    • Demonstrate respectful and professional approaches to service delivery, recognising the impact of language, behaviour, stigma and assumptions
    • Explain and apply the principles of effective and meaningful tenant engagement, including how residents can influence services and decisions
    • Use complaints, feedback, performance information and wider customer insight to identify learning and support service improvement
    • Apply customer-focused principles and professional judgement to realistic housing situations, including responding effectively when things go wrong.

    Who should attend?

    This module is suitable for Senior Housing Managers and Senior Housing Executives involved in tenant-facing services, customer experience, complaints, resident engagement, housing management, repairs, neighbourhood services or service improvement.

    It will also support managers looking to evidence CPD and strengthen practice in line with resident-focused regulatory expectations. This includes leaders responsible for embedding the Transparency, Influence and Accountability Standard across operational services.

  • Our trainer

    Debbie Larner has worked in the social housing sector for over 30 years within both local authorities and housing associations before moving on to join the professional body – the CIH – where she was Head of Practice. In that time, she developed expertise in in a number of areas including housing and asset management, resident engagement, governance, health and safety. She developed the CIH professional standards and also co-led research into the future of social housing, stigma and stereotyping in housing and the role of the housing professional.

     

  • Cancellations and substitutions

    If you are unable to attend an event or public training course, please let us know in writing (email is fine) at least 48 hours before. Please email [email protected] Otherwise, a cancellation fee of £60 plus VAT will be chargeable. If you are using a package place to attend and do not inform us within the agreed time frame, then a place will be taken to cover your non-attendance. Cancellations must be made in writing, and will be acknowledged by HQN Limited.

  • Price and booking

    Virtual Training Pass: Top-up training days can be booked using your Virtual Training Pass, with each top-up day using the equivalent of two places from your pass.

    Tickets

    Ticket Type Price Spaces
    Members £495.00
    Non-members £595.00

    Registration Information

    Booking Summary

    Please select at least one space to proceed with your booking.

    If you experience any issues when submitting your booking, please email [email protected] with the name and date of the session along with the delegate name(s), email address(es) and job title(s) and we'll process the booking for you.

Dates



10 March 2027
9:30am - 3:30pm
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We can bring this course to you.
If you have five or more staff interested for this course date, our in-house training offers great value for money. All you need to do is click the in-house tab and drop us a message.

 

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Step 2: Complete the delegate details
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