Clyde Valley Housing Association - Changing Attitudes and Mindsets

The Clyde Valley Group was formed in January 2006 and encompasses Clyde Valley Housing Association and Clyde Valley Property Services Limited, a property subsidiary company.

Established in 1996, Clyde Valley Housing Association is a Registered Social Landlord whose main aim is to continue to be a major social landlord, providing high quality, affordable housing and related services to communities throughout Lanarkshire.

The Challenge

In order to fulfil its promise of Providing Homes and Shaping Communities, Clyde Valley Group knew that it could not rest on its past achievements and excellent reputation. In a changing landscape for social housing, raising standards still higher was seen to be critical to the organisation’s continued success.

Two areas were identified as key to this: creating a world class customer experience culture, and improving employee’s awareness with regard to behavioural health and safety.

Our Solution

Juice designed and delivered a series of half-day, facilitator-led training sessions utilizing powerful pieces of drama to clearly outline participant’s responsibilities in the workplace.

Staff from all departments worked together to create a vision of world class customer experience and to understand how the organisation’s recently launched Customer Care & Service Standards Policy can help to achieve this.

Staff were encouraged to explore their perceptions of their customers, and consider how these can sometimes influence their attitudes and behaviour, particularly with regard to equality and diversity issues and how these can impact upon the customer experience.

In terms of health and safety, hard-hitting theatrical scenarios were used to communicate the reality of what can happen when things go wrong. And the consequences of a serious incident.

Participants explored their perceptions of the organisation’s health and safety culture and identified areas for improvements. A simple personal risk assessment was introduced to enable all staff to continually manage risk in their day to day activities.

In both areas, key to success was to encourage a sense of ownership by embedding the simple truth that we all contribute to the success and safety of an organisation by taking individual responsibility for our own behaviour.

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