February, the month of love and kindness, has been a whirlwind here at Big Picture Training! Whether it’s Valentine’s Day or World Kindness Day, we’ve been spreading the love through impactful training, thought-provoking conversations and, let’s be honest, some unexpected plot twists.
💖 Love, Learning and a Lot of Laughter 💖
February kicked off with an exciting milestone: Jo recorded her first ever DINCast (podcast) in collaboration with the Disruptive Innovators Network (DIN)! 🎙️ Joined by marketing expert James Peach, they tackled a big question: What would social housing look like if customers truly had choice? (Spoiler: It would involve a lot more empathy, innovation, and maybe fewer bureaucratic headaches!)
We also launched Big Picture Conversations, a brand-new podcast series coming soon, because who doesn’t love a good chat about shaking up the status quo?
It’s All About Training That Puts People First
Customer service isn’t just about ticking boxes, it’s about people. Because of that, we are taking a trauma-informed approach to our training, helping teams provide empathetic, effective support to their customers.
✨ This month, Jo and the team have been busy delivering training for Futures Housing Group and Papworth Trust, helping teams enhance their communication skills and customer interactions.
✨ Sian delivered two sessions of An introduction to planning and scheduling repairs training with Community Housing. Receiving some fantastic feedback!
✨Jo also had the pleasure of facilitating a Knowledge and Information Management (KIM) roundtable with Caroline Gitsham MBE on behalf of Disruptive Innovators Network (DIN). A few key takeaways from the discussion:
👍 Real change is on the horizon – The Ombudsman’s 2024 Spotlight Report is driving a shift in how housing providers approach knowledge and data.
👍 KIM strategies vary – Some organisations are well ahead, while others are just starting. There’s best practice to harness.
👍 Start small & ask why – Challenge the data you collect, focus on outcomes, and ensure it drives better decision-making.
✨ And our very own Vicky Green had the privilege to be at Connect Housing today, kick-starting the role out of their organisation-wide Customer Service – Making a Difference training. We even squeezed in sessions on Professional Boundaries training at Connect Housing, because knowing where to draw the line is key to great service!
This Month’s Popular Course
Our Routine Inspections workshop has been a hit! With 2 in-house sessions delivered to our customers at #St George Community Housing and #Regional Housing Qld, as well as a public course delivered in partnership with the #Australasian Housing Institute, it’s been a month of hands-on learning. The workshop continues to gain traction, and it’s looking to keep its popularity streak going with another 2 sessions already lined up in March.
We also want to congratulate our delegates who completed the Tenancy Management in Community Housing training program. This 7-module program, delivered over the past month, saw one group graduate from the public course with the #Australasian Housing Institute and another two groups graduate from the in-house course delivered to #Community Housing Ltd. We wish all the recent attendees the best in their future careers in tenancy!
Celebrating Excellence
Excitement is in the air as we keep an eye on the Women Who Inspire Awards 2025!
When Life Throws You a Curveball (Or the Floor Throws You On Your Arse)
Not everything went to plan…
Jo was all set to attend the Housing Innovation Show, ready to soak up insights and network with industry leaders. But instead, she ended up flat on her back, literally! A fall last week left her with a very sore back and hip, proving that sometimes, the body demands rest whether we like it or not.
Lesson learned? Resilience isn’t just about pushing through, it’s about knowing when to rest and come back stronger. (Also, floors are not to be trusted.)
📰 In the News: What’s Happening in Housing?
🏠 One Housing discovered over 800 incorrect records on high-risk properties and asbestos risks, gosh! This highlights the ongoing need for diligence in property data management.
🏠 Wales’ final budget includes £437m for new homes, great news for housing development!
🏠 Camden Council registered a new housing provider, Camden Living Housing Association, to expand social rent options through its Community Investment Programme.
📅 What’s Next? Upcoming Events 📅
🚀 18 March 2025: Jo will be facilitating a free CX Lab with several housing providers, workshopping the issue of persistent complainants.
🚀 20 March 2025: Jo is hosting a DIN Masterclass, Leading the Customer Experience with guest speaker Emma Chandler from Choose to Grow.
We Launched Our Instagram!
That’s right, Big Picture Training is now on Instagram! We’re bringing you bite-sized insights, behind-the-scenes peeks, and all the latest updates. Give us a follow and join the conversation!
✨ Final Thought:
February has reminded us that kindness isn’t just for special occasions, it’s a leadership superpower. Whether it’s through customer service, training, or just taking care of ourselves when life knocks us down (literally), leading with empathy makes all the difference.
Thanks for being part of our journey. Here’s to a fantastic March, hopefully with fewer injuries and even more impact! 🚀