Another Top Training Award!

We’re proud to announce that Nottingham City Homes (NCH) was hailed as East Midlands National Training Award winners in the Partnership and Collaboration category at a ceremony on Tuesday 20th October 2009. This accolade recognises the success of a major project that was managed jointly by NCH and Claire Awty, Juice’s Director of Client Services.

The ‘Let’s Make the Difference’ programme, developed and commissioned by NCH with the support of Claire Awty, was introduced to inspire NCH staff, create a new cultural identity for the organisation, and boost performance.

Drama workshops were based around an imaginary housing company, giving staff a chance to look at realistic scenarios from the outside and consider how their own behaviour affects the customer’s experience. The use of forum theatres gave employees the tools to deal with conflict and difficult conversations. It encouraged staff to work as one team and brought together some more disparate teams. A strong focus on equality and diversity also allowed participants to see how their own preconceptions can influence behaviour.

Since the introduction of the programme positive feedback from NCH customers has increased and managers have reported that team performance and participation continues to improve.

Further evidence of the continued progression came in the form of the 2008/09 Audit Commission inspection report, which saw NCH being awarded a ‘two star’ good rating, showing “excellent prospects for improvement”. This superb achievement enabled NCH to access more than £200 million of funding to invest in improving thousands of council homes across the city.

But it was this year’s customer satisfaction (STATUS) survey that was probably the most telling recognition for NCH’s performance and service delivery. Overall customer satisfaction increased dramatically for the second year running to 80% (compared to 69% in 2008 and 60% in 2007).

Huge congratulations go to all employees at Nottingham City Homes. They continue to work hard and take the organisation to new heights. They really are making the difference.

For further information about outstanding culture change programmes such as this please contact Morgan Wilson at Juice Learning on 07833 456 456.

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