Providence Row Housing

Providence Row Housing

Client | Providence Row Housing

Providence Row Housing Association (PRHA) is a homeless charity tackling the root causes of homelessness to help people get off, and stay off, the streets. Providence Row works with more than a thousand homeless and vulnerably housed people a year in East London, offering an integrated service of crisis support, advice, recovery and learning and training programmes.
Providence Row Housing - ted Learning client

The Brief

ted Learning delivered a 2 hour customer service & communication session for over 90 staff & volunteers of Providence Row Housing.

Clare Samuels, Creative & Client Director spent time in the organisation to observe the operation including visiting tenants, so we could identify areas requiring improvement. We then delivered several scenes on the stage at their annual staff conference using ted Learning actors, around situations involving a tenant and her interaction with a contractor and member of the housing team based in the office – we set this in the fictitious world of ted homes so that the delegates could focus on the behaviours they observed rather than feeling it was about them. Delegates agreed how the service could have been improved, what positive communication they should be using as an organisation and agreed their action point from the session and how they would improve customer service moving forward.

This project was commissioned by CEO of PRHA Fiona Humphrey who commented at the end of our session that she was “delighted with how it was delivered, that the feedback from attendees was really positive and that it was an engaging session that enabled everyone to participate”.

Client Feedback

Satisfaction Ratings | Providence Row Housing

Feedback from our delegates and clients is what drives our business. We actively seek out what went well and areas where we could improve to make the experience even better next time around.

90 Use of Actors

93.5 Undertanding of E&D

90 Exceeded Objectives

92 Overall Satisfaction

WHY ted Learning?

Our training is observational and participative, using teams of actors to bring it to life. We recognise that taking part in role-play is not for everyone, so we offer observational training – this is where two of our acting team demonstrate scenes related to the course and delegates observe and comment on the behaviors. Where a business is more confident working with actors, we take this to the next level with participative training so delegates get to practice their newly learnt skills.

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