Cardiff Community Housing

Customer excellence

Challenge: To develop a more customer focused culture

We took an ‘inside out’ approach, looking at customer service from an internal perspective and creating principles that applied to both internal and external customers. There was no road map for this work. Theories of cultural change were considered but in the end we created our own way that worked for the organisation.

Our methodology included:

  • facilitating sessions with staff across the organisation,
  • consulting with tenants and the board,
  • we creating videos to raise customer service issues that needed to be addressed,
  • we celebrated what was working well and we had open conversations about the things that we wanted to change.
  • staff and management teams visualised the future- what does ‘customer culture’ look like?

The result – Customer Culture principles written by staff that links to the performance management system plus an award from the Charered Institute of Housing.

To embed the principles further staff created images, paintings, illustrating the key themes: equality, respect, commitment, understanding, positivity, empowerment, and gratitude.  These now hang on the walls in the offices and are in a pocket-size handy reminder which all staff and partners have been given.

We worked with The Creative Thinking Company on developing a customer culture within the organisation. Prith came up with some fantastic ideas and has worked brilliantly with staff across the whole organisation who were all able to connect with her. This work resulted in us winning the Customer Excellence Award at the Welsh Housing Awards 2016, organised by CIH Cymru.” 

Louise Sulley, Director Corporate Services, Cardiff Community Housing Association

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