Embedding a Culture of Inclusive Customer Care

With professionalism and tailoring the service high on the agenda for the housing sector, this course provides an engaging and informative exploration of the skills and behaviours that contribute to a culture of inclusive customer care.

What will the course cover?

Today's Context - raising awareness and understanding of the current regulatory, Housing Ombudsman and legislative requirements.

Laying the Foundations - understanding difference and diversity, vulnerability and reasonable adjustments, and how these contribute to a culture of inclusive customer care.

What Does Excellence Look Like - reflecting on the key aspects of excellent service delivery - communication, empathy and listening to understand.

Barriers to Getting it Right - exploring the bias, assumptions and stigma that can prevent us from recognising and responding effectively to residents, and how to effectively overcome these.

Reasonable Adjustments - exploring the customer care skills and pracical tools to meet the needs of the diverse residents with whom we work.

The Art of the Possible - Putting the learning into practice with housing specific scenarios.

What will delegates learn?

Delegates will:

  • Understand the business case for creating and sustaining a culture of inclusive customer care and why this matters now more than ever
  • Reflect on their own mindset and behaviours, gaining pracitical tips and techniques to mitigate any negative bias or assumptions that could impact on service delivery
  • Explore the range of reasonable adjustments that can be made as well as the barriers that can prevent these from being implemented (and overcoming these)
  • Consider housing specific scenarios, reflecting on their own personal and professional experience

Who should attend?

This course is ideal for staff who would like to increase their understanding of the skills and behaviours that contribute positively to a culture of inclusive customer care.

This session works exceptionally well when delivered 'in-house' to staff attendees from the same organisation, relflecting that organiation's specific culture, vision and values.  Contact us for further information.

Important Information

The course will run from 10am until 12.30pm.

The price is plus VAT.

Cancellation Policy

All cancellations must be made in writing. If you cancel your place less than 7 working days before the training you will incur the full cost.

If you are unable to attend, you can send a substitute delegate at no extra cost.  All substitute delegates must be notified to Tpas in writing.

Once we have received your cancellation in writing we will forward you a confirmation of your cancellation detailing what you will be charged.

Tpas Right to Cancel

We aim to make sure that the training courses run as planned. However, there may be times when, due to circumstances beyond our control, we have to cancel the training. Should this be the case we will give you as much notice as possible. If you have already paid for the cancelled training we will give you a full refund. Should we run the training again, we will give you priority.

Need to train
a group of people?

in-house could work out more cost effective


Wed 15th May 2024, 10:00am - 12:30pm

Venue Details


., ., www.zoom.us, ., .


Embedding a Culture of Inclusive Customer Care
Membership Staff Tenant
Members £175.00 N/A
Non-Members £200.00 N/A

Event Contact

Name: Helen Phillips

Email: helen.phillips@tpas.org.uk

Phone: 0161 868 3500

Book Tickets

Sorry, you can no longer book tickets for this event.