Tennants Involvement in Service Delivery

Customer facing employees from Anglian Building Products have recently attended training workshops lead by TAROE at nationwide venues.

TAROE is the Tenants and Residents Organisations of England it was formed in 1997 from the amalgamation of the National Tenants Organisation and the National Tenants and Residents Federation. Its aim is to help members across the whole sector exchange information, views, advice, good practice and experience.

The workshop content was developed collaboratively between Anglian and TAROE, the goal was to provide an understanding of the growing importance of tenant/resident involvement and to give a valuable insight into their perspectives regarding issues relating to housing repairs and improvement works.

The format was a combination of role plays and case studies, Anglian employees were challenged to review their current working practice when liaising with tenants/residents. The workshop also highlighted ways to improve their communication skills and ultimately deliver a service through best practice.

The TAROE training delivery team was led by Carole Gradwell with support from Cora Carter MBE (Secretary) and Michael Gelling (Chairperson):TAROE Chairperson Michael Gelling said: “It was important that those in the training could speak to real tenant’s with the added value of tenant’s who are active at a national level”

Kevin Howes, Anglian’s Customer Service Director and Resident Liaison Champion said: Anglian are committed to continuously improving the service we offer to tenants and residents, it was therefore key for us that our personnel gained a real understanding of the importance of tenants involvement and how we can make the refurbishment works in their homes the best possible experience’.

Craig Lyon, Anglian’s Training and Development Director said: ‘We identified that TAROE were ideal for designing and delivering the training as the organisation is exclusively tenant/resident focused unlike other providers. The TAROE training is evidence of our ongoing commitment to training, the next major programme is regarding increased awareness of Equality and Diversity’

Anglian Building Products is the business-to-business division of Anglian Windows Ltd, and are one of the most respected providers of windows and doors for large projects throughout the UK.

For more information please contact:

Press Relations: Davina Langley – Marketing Manager
Tel 01603 428460 or email davina.langley@angliangroup.com.