Training, Learning & Facilitation

Practical learning that builds confidence, changes thinking and improves practice.

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Great training should do more than transfer knowledge. It should help people understand why something matters, what it means for their role and what they can do differently as a result.

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We design and deliver practical, engaging training for the housing sector, drawing on senior housing leadership and Housing Ombudsman experience to turn complex regulatory, customer and service expectations into learning that feels relevant to everyday practice.

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We offer a range of established training courses, as well as designing completely bespoke training, workshops and development programmes around your organisation, audience and priorities.

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Our facilitation style is inclusive, strengths-based and highly practical, combining sector knowledge with discussion, real-world scenarios, reflection and problem-solving so that people have the confidence to put their learning into practice.

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Who is it for?

Training can be designed and delivered for:

• Housing providers and local authorities

• Contractors and supply-chain partners working in residents' homes and communities

• Boards and governing bodies

• Executive and senior leadership teams

• Housing, complaints, customer service and resident engagement teams

• Frontline and operational colleagues

• Resident groups and scrutiny panels

• Organisations that need to build capability around a particular regulatory, cultural or service challenge

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Sessions can be adapted for different roles and levels of knowledge, from frontline teams through to boards and senior leaders.

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What do you get?

Depending on what you need, I can provide:

• Ready-to-deliver specialist training courses

• Bespoke training designed specifically for your organisation

• Interactive workshops and facilitated learning sessions

• Board and leadership development sessions

• Training for contractors and frontline teams

• Resident and scrutiny development sessions

• Practical scenarios and exercises based on the realities people encounter in their roles

• Supporting resources, tools and takeaway materials

• Training that connects regulation and policy with behaviours, decisions and everyday service delivery

• Facilitation that creates space for honest discussion, reflection and shared learning

 

Topics can include:

 Complaint handling and Housing Ombudsman expectations - Building understanding of good complaint handling, fairness, learning and the importance of getting things right when services fail.

Customer experience and resident focus - Helping people understand the impact that their actions, behaviours and communication have on residents' experience.

Vulnerability and reasonable adjustments - Building confidence in recognising individual circumstances and responding appropriately.

Empathy, communication and difficult conversations - Developing the practical skills needed to create better interactions with residents.

Stigma in social housing - Exploring assumptions, language and behaviours and how these can affect residents and service delivery.

Resident voice, engagement and scrutiny - Helping residents and organisations strengthen influence, challenge and meaningful involvement.

Governance, assurance and regulation - Making complex expectations understandable and connecting them to organisational and individual responsibilities.

 

Bespoke training built around you

​Sometimes an existing course isn't the answer.

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​We work with you to understand a particular service challenge, regulatory requirement, learning need or organisational priority and develop training specifically around it.

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​That could mean adapting one of our existing courses, combining different topics into a tailored programme or creating something entirely new.

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​The result is training that reflects your organisation, your people and the reality of the services they deliver, rather than an off-the-shelf course that could be delivered anywhere.

 

​Typical outcomes

​Depending on the programme, participants typically leave with:

• ​Greater knowledge and clarity

• A clearer understanding of expectations and what they mean in practice.

• Increased confidence

• Greater confidence to deal with situations, make decisions and apply learning in their role.

• Practical tools and techniques

• Approaches that can be used immediately rather than learning that stays in the training room.

• Increased awareness

• Greater understanding of how behaviours, language and decisions can affect residents and colleagues.

• More consistent practice

• Shared understanding across teams about expectations and what good looks like.

• Energy for improvement

• People leave not just knowing more, but thinking about what they can do differently.

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Learning that translates into practice

Our aim isn't to tell people what they already know or spend a day talking at them.

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We create learning that challenges thinking, encourages participation and connects the subject to the realities people face in their roles.

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Whether you need an established course, a one-off workshop or a bespoke development programme, Consult Services can work with you to create learning that is relevant, engaging and designed to make a difference.

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Looking for training that fits your organisation rather than the other way round?

Get in touch to discuss your audience, learning needs and the outcomes you want to achieve.

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