Delivering excellent customer service

Cheltenham Borough Homes is one of the top performing Arms Length Management organisations (ALMOs) in the country and since our training have been awarded 3 stars for excellent services and excellent prospects for improvement. It looks after the management and maintenance of approximately 5,000 council-owned and leasehold properties in Cheltenham.

Working collaboratively with CBH, The Garnett Foundation set out to support their vision that their “customers are able to improve their quality of life and live in good quality homes, in places where they choose to live”. We achieved this by designing and delivering an interactive drama-based training programme that celebrated their diverse community and explored how CBH further embeds their responsive and customer focused services.

The training was designed to complement the development of a new CBH Business Plan, in terms of vision, employee engagement and embracing an inclusive organisational culture.

Some skills developed during the training:

  • How to challenge common assumptions about residents
  • Practiced different communication styles
  • Understood what is meant by reasonable adjustments
  • Know how to competently and confidently collect monitoring information
  • Maintaining professional behaviour when under pressure

98% recommend the training to colleagues

Embedding the learning

To embed the learning, we delivered a series of 1-hour follow-up sessions at CBH’s “Excellence in Action” Staff Conference. These focussed on key topics addressed in the training programme with the overall aim of gaining a greater understanding of staff’s role in delivering excellent customer service.


Cheltenham Borough HomesSince the training CBH has been awarded 3 stars for excellent services and excellent prospects for improvement.

CBH were delighted with the full staff awareness raising sessions conducted by the Garnett Foundation on Equality and Diversity. The test has to be that the format is one which staff have clearly both enjoyed and remembered. The enthusiasm of the actors and the ability to interact is an excellent combination to "making it real". We look forward to working together again.

Paul Stephenson, Chief Executive, Cheltenham Borough Homes