Aster Group Case Study

Both a housing association and house builder, Aster provides safety and security through their reliable landlord and independent living services. Operating primarily in the South of England, they also supply a wide range of housing options in response to the housing crisis.

Aster’s vision is to sustainably grow the business, whilst taking into account the development of their employees and the culture of the organisation itself. Their ultimate vision consists of six separate goals: Respect, Pride, Commercial, Learning, Agile, and Innovation.

In summer 2018, employees from Aster Group successfully completed Get Deaf Aware face to face training.

Following on from a recent event we held with managers, it became apparent that some of our colleagues felt they couldn’t deliver an excellent service to our hearing impaired customers, and communication was a challenge. As a result, colleagues were keen to become more skilled in this area in order to deliver an inclusive service for all our customers, regardless of an impairment they may have.

After a lot of research Get Deaf Aware ticked all of our boxes on what we wanted to deliver - face to face training was key in this instance, as we felt you couldn’t engage fully had this been via a webinar. Having a room full of colleagues meant they could connect with each other and stay in contact after the event to support one another – the added bonus being that colleagues could approach the trainer individually when questions arose.

It’s really important to be able to communicate with your customers. An impairment shouldn’t create a barrier, those who are front line could benefit from this training to enable them to provide excellent customer service and widen the line of communication

From start to finish, it’s been a real pleasure organising our starter session with Get Deaf Aware – we’ve now put together two training days which are purely practical, following on from feedback. Nothing was too much trouble and the training was tailored to Aster, including discussing rent/repairs and wellbeing with our customers.

Communication has been widened and we have been able to offer the chance for our colleagues to be able to communicate better with our customers.

Jessica Scull, People Development Co-ordinator at Aster Group

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