Equip your team with the skills and confidence to manage rent accounts effectively while maintaining a strong customer‑focused approach. This training covers the full spectrum of income‑related responsibilities, ensuring staff can balance robust income collection with empathy, fairness, and regulatory compliance.
Rent Account Management
Rent Increases & Legal Requirements
Income Collection Strategies
Customer Support & Engagement
Casework & Documentation
Give your teams the confidence and clarity they need to manage service charges effectively, explain them transparently, and respond to enquiries with accuracy and professionalism. This training covers the full lifecycle of service charges — from estimates and actuals to communication, compliance, and customer engagement important details like price, value, length of service, and why it’s unique. Or use these sections to showcase different key values of your products or services.
Understanding Service Charge Structures
Estimates & Actuals (Full Cycle)
Budgeting & Cost Allocation
Explaining Charges Clearly & Improving Transparency
Responding to Customer Enquiries
Lease Management & Compliance
Casework, Documentation & Systems
Prepare your teams to meet regulatory expectations with confidence. This training strengthens understanding of compliance requirements, improves evidence‑gathering, and equips staff to respond effectively to internal audits, external inspections, and regulatory scrutiny. It ensures your organisation can demonstrate strong governance, accurate record‑keeping and consistent service delivery.
Understanding Regulatory Requirements
Preparing for Internal & External Audits
Evidence, Records & Documentation
Responding to Auditor & Regulator Questions
Identifying Compliance Gaps
Assurance, Governance & Accountability
Learning from Audits & Regulatory Feedback
Equip your teams with the confidence, knowledge and practical skills needed to manage tenancies effectively from sign‑up to end of tenancy. This training strengthens decision‑making, communication, and case management while ensuring officers support residents fairly, consistently and in line with legislation and organisational policy.
Understanding Tenancy Types & Legal Frameworks
Tenancy Sign‑Ups & Early Engagement
Tenancy Sustainment & Support
Managing Breaches & Enforcement
Property Condition, Access & Health & Safety
Succession, Assignment & Mutual Exchange
Ending Tenancies & Re‑Lets
Casework, Documentation & Systems
Strengthen your team’s confidence, communication skills and professionalism when supporting customers across all housing services. This training focuses on delivering consistently outstanding service — even in challenging situations — while building trust, improving satisfaction and supporting positive outcomes for tenants and leaseholders.
Foundations of Outstanding Customer Service
Clear, Confident & Professional Communication
Handling Difficult Conversations
Delivering Consistent Service Across Channels
Service Recovery & Turning Situations Around
Working with Vulnerable Customers
Customer‑Centred Problem Solving
Embedding a Culture of Excellence
Empower your teams to investigate complaints fairly, communicate clearly, and turn every case into meaningful organisational learning. This training builds confidence in managing Stage 1 and Stage 2 complaints, MP and Ombudsman enquiries, and delivering fair, consistent outcomes — including appropriate compensation.
Complaint Handling Framework
Stage 1 & Stage 2 Responses
MP & Ombudsman Complaints
Fairness & Impartial Investigation
Communication & Customer Engagement
Compensation & Remedies
Learning & Continuous Improvement
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