Wirral Partnership Homes is a Registered Social Landlord that own and manage over 13,000 homes. With 500 staff, Wirral Partnership Homes wished to develop a positive Customer Service culture. This was to ensure that all staff understood that the way they interact with tenants is as important as the advice they give or the action they take.

Following meetings with the senior team and a cross-section of employees, we designed and delivered a series of half-day Customer First workshops to all employees. All delegates were given some pre-work to complete prior to attending the workshop to get them to consider who their customers are (external or internal).

As a result of feedback from the workshops, we worked with the client to develop the Wirral Partnership Homes '10 Winning Ways'; a checklist for all staff to use to help instil a Customer Service culture.

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