beyond the doorstep
Upskilling your people. Transforming customer experience.
This isn’t just training.
It’s a shift in how your people show up.
In social housing, the difference between a good service and a great one isn’t always the work itself.
It’s the interaction.
The conversation at the door.
The moment someone feels listened to – or not.
Beyond the Doorstep is designed to transform those moments.
Developed by RE:GEN Academy, this immersive, CPD-accredited programme equips your frontline teams, operatives and supply chain with the confidence, awareness and practical tools to deliver exceptional customer experiences, every time they step into a resident’s home.
Because compliance might get you through the door.
But experience is what people remember.
Why employers are investing in Beyond the Doorstep
The expectations on housing providers and their partners have fundamentally changed.
New Consumer Standards and evolving legislation mean customer experience, safeguarding and communication are no longer “nice to have” – they are business critical.
But here’s the reality:
Your frontline teams are already under pressure.
They’re expected to:
- Deliver high-quality work
- Manage complex customer needs
- Spot risk early
- Handle challenging situations confidently
This programme gives them the tools to do all of that, properly.
What makes BTD different?
We’ve built a fully life-like training environment – a home setting complete with living room, kitchen and bedroom – where your teams step into real scenarios brought to life with professional actors.
They don’t just learn what to do. They experience it.
They feel the pressure. They navigate the situation. They reflect and improve. And that’s why it sticks.
It’s built around real customer experiences
Every element of the programme is shaped by:
- Lived resident experiences
- Social housing best practice
- Regulatory expectations
- Input from sector partners and customer experts
Endorsed by:
What your teams will learn
The programme covers the moments that matter most on the doorstep:
Communication that builds trust
Small changes in tone, body language and listening that transform interactions
Unconscious bias & stigma
Challenging assumptions and understanding the realities of residents’ lives
Values in action
Turning organisational values into consistent behaviours on site
Respect, diversity & inclusion
Supporting vulnerable residents with empathy and confidence
Eyes wide open
Spotting early signs of risk – from damp and fuel poverty to safeguarding concerns
Handling complaints
Preventing escalation through confident, person-centred responses
Risk & lone working
Staying safe while making the right decisions in real time
Setting shared standards
Creating a consistent, professional approach across your workforce
Because every interaction matters.
And every doorstep is a chance to make a difference.
The impact for your business
Better customer experience
More positive interactions. Fewer complaints. Higher satisfaction.
Stronger compliance
Aligned with Consumer Standards and regulatory expectations.
More confident teams
Staff who know what to look for, what to say, and how to act.
Consistency across your supply chain
Everyone representing your brand delivers the same standard.
Case in action: turning training into impact
When organisations invest in Beyond the Doorstep, the outcomes go beyond the workforce:
- Residents feel heard, respected and supported
- Early risks are identified before escalation
- Trust between landlord, contractor and community improves
- Customer satisfaction becomes a shared responsibility – not a silo
And internally:
- Teams feel more confident and valued
- Culture shifts from task delivery to people-first service
Standards become lived behaviours—not just policies
A social value commitment that delivers real outcomes
Delivered through RE:GEN Academy – the skills and social impact engine of RE:GEN Group – this programme sits within a wider model designed to:
- Strengthen communities
- Improve resident wellbeing
- Support sustainable employment pathways
Enhance the lived experience of social housing residents
Delivered in partnership. Tailored to you.
True to RE:GEN’s partnership approach, this programme is:
- Fully adaptable to your policies, processes and customer priorities
- Delivered to your teams and your supply chain
- Designed to align with your standards, your brand, your expectations
Because we don’t deliver training to you. We build it with you.
Get involved
If you want to be part of this then let’s talk about how we can tailor this programme for your organisation, your teams and your communities.
