CIH Presents – Effective Customer Care in Housing Services in Ireland – September 2026
This three-hour online session explores the core principles and best practices of customer service in the Irish housing context.
Participants will examine what great customer service looks and feels like and how it links with tenant satisfaction, rights, complaints management and housing sector standards including Affordable Housing Bodies Regulatory Authority requirements and broader local authority expectations.
We will explore challenges faced by frontline, operational and management staff, including managing complaints, dealing with difficult conversations and balancing service expectations with organisational limitations. Using case studies and group discussion, we’ll build skills in empathy, active listening, mindset, solution-focused language and professional communication.
The session aligns with CIH’s professional standards and supports housing professionals to strengthen their service ethos, confidence and consistency when interacting with tenants, applicants and external stakeholders.
What will I learn?
From this training, you will learn:
- Understand the importance of a customer service culture in social and affordable housing
- Recognise the rights and expectations of tenants and service users under Irish regulation and the AHB Standards
- Apply principles of mindset, solution focussed language and inclusive customer service
- Build skills in empathy, professional boundaries and dealing with complaints and difficult conversations
- Reflect on your own communication style and identify ways to improve service interactions
- Link customer service with trust-building, tenant engagement and service improvement.
Who should attend?
This course is beneficial for professionals working in housing associations or local authorities in tenant services, housing management, customer support, allocations, maintenance or complaints handling.
It is suitable for staff in frontline, middle management or support functions who engage directly with tenants or applicants across Ireland’s social and affordable housing sector.
Benefits of attending
By attending this course, participants will strengthen their confidence and competence in delivering high-quality customer service that aligns with both professional values and regulatory standards in Ireland.
The session is highly relevant for organisations regulated by the Approved Housing Bodies Regulatory Authority (AHBRA) and complements CIH’s broader professional development pathway in housing and tenancy management.
This course builds transferable communication and service skills that benefit internal culture and external relationships, and supports readiness for audit, tenant satisfaction frameworks and organisational performance improvement.
- Sep 16 2026
- Expired!
- 10:00 am - 1:00 pm
- £265.00
- Paid Event,
- Virtual
