MHS Homes
Delivering Customer Excellence

Formed in 1990, MHS homes is the largest independent landlord in Kent owning and managing more than 8,000 homes in Medway. Whilst providing high quality and affordable homes to the people of Medway, the organisation maintains a strong focus on delivering first class services to their clients and customers.

Community / Respect / Excellence / Agility / Teamwork / Enjoyment

Underpinning their customer-focused culture is a core commitment: to think "CREATE"in everything they do.

Let's go CREATE

The Challenge

Working closely with the team at MHS we developed a programme designed to reinforce the CREATE principles and provide a vision of excellence that all staff want to deliver.

Our unique programme consisted of the following elements:

Leadership events: Designed to provide our delegates with the skills and motivation to lead a culture focussed on delivering customer excellence as standard.

Staff training events: A high-impact launch event for all staff, to provide a thorough introduction to skills and attitude required to delivering customer excellence.

Training resources: It was critical to the strategy that we create a bespoke training resource to deliver the following:

  1. Impact – because the resources needed to engage, inform and inspire their staff, we needed a training resource that would be highly engaging as well as imparting the knowledge and skills necessary to deliver customer excellence.
  2. Convenience – having their own bespoke resources allowed MHS to deliver short focused sessions at the most suitable time and location.
  3. Legacy – in-house resources that ensure that all current and new staff receive the same consistently high quality of training.

Train-the-trainer sessions: In order to continue the learning after the initial launch, we identified a team of trainers who would be responsible for delivering training to their colleagues. This team required the skills to be able to do so confidently.

Our Solution

We worked very closely with MHS Homes we designed a programme that was delivered in three stages:

  1. Utilising theatre and interactive workshops our facilitators delivered a series of sessions firstly to the leadership team, then to all staff where they examined how they could transform the level of service provided from good to world-class.
  2. We produced a series of three film-based training workshops, each exploring different elements of customer service. The resources provided highly-detailed session plans as well as invaluable trainer tips, advice, delegate hand-outs and a PowerPoint presentation.
  3. We delivered a full day training session to the team of trainers. As they would be responsible for delivering the training resource to their colleagues we ensured that they had the skills required, an understanding of training technique and a thoroughly positive approach to deliver engaging, informative and inspirational sessions.



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