CONTACT   |   T: 0844 800 1701  

BNP Paribas logo


Laughology was engaged at a time when the Trust was undergoing a transformation process and was attempting to save costs to invest more in its core mission. It was intent on maximising processes, breaking mindset and helping new employees understand what its customer experience was. It wanted to make the shift from providing customer service to providing customer experience.

The challenge:

The solution:

Housing association THT is a housing provider which delivers a wrap-around social housing service. It develops and sells high-end housing to fund its core social housing mission. It builds social housing, houses tenants and supports them. It faces a complex range of challenges, including a shortage of stock, a large waiting list, Universal Credit issues and tenants with complex needs. It has a large customer base who have a wide range of different needs.
We worked with the organisation to deliver modules one and two of our customer experience programme. We arranged customer focus groups consisting of customers at different parts of the customer journey with different needs. Using insights gained from these we built an in-depth profile of the THT customer experience. This allowed the organisation to understand its customers. We identified areas of challenge and recommended workshops and training to help. These included unconscious bias and mental health first aid.

The results:

Why did it work so well?

Behaviours were implemented, tools and techniques helped teams shift mindset. Mixed groups in workshops allowed for a more holistic understanding within the organisation. Staff developed a better understanding of the customer. The Trust saw a reduction in the number of complaints and an increase in cross-functional service.
We worked with customers from the start who shared their stories; good and bad. The organisation was honest, which created trust between front line workers and managers. Recommendations were actioned by the senior leadership team.

More Laughology Case Studies

Nat West

Case study
We devised a bespoke programme of sessions designed to build participants’ emotional intelligence, using humour as a leadership mind-set.


HSBC Case Study
HSBC wanted Laughology to complement its highly successful training and development programme with an engaging, science-based module addressing the subject of unconscious bias.

BNP Paribas

BNP Paribas Case Study
Laughology worked with BNP Paribas to develop a programme which taught the art of effective communication to participants on the bank’s fast-track management scheme

Severn Trent Water

Severn Trent Water
Laughology devised a series of bespoke, immersive sessions with managers which helped them gain a greater understanding of resilience and increased emotional capital and engagement throughout the team.


O2 Case Study
Telecoms provider O2 wanted to create a leadership-led culture where people could have ‘great conversations that matter, making every day better through personal experiences that count’.

Trafford Housing Trust

Trafford Case Study
Laughology was engaged at a time when the Trust was undergoing a transformation process and was attempting to save costs to invest more in its core mission.


Fujitsu Case Study
International tech firm Fujitsu runs a two-year graduate programme designed to develop skills for work and future leaders. The cohort from this programme is drawn from all over Europe.

NWG Innovation Festival

NWG Innovation Festival Case Study
The Northumbrian Water Group Innovation Festival is unique, pioneering a five-day event focused on championing new ways of thinking to address real-world problems. Attendees work on sprints, or short practical sessions, to develop hacks and solutions to a range of challenges.
big chat about mental health logo


Are organisations and companies just paying lip service?
Join some of the most interesting and respected voices in positive psychology for our Our Big Chat about…Thinking outside the tick box, inaugural webinar. Our two and half hour interactive event will look at the best mental health strategies for organisations, identifying what works and what doesn’t.

Dave McPartlin:

Dave is the Headteacher of Flakefleet Primary School.
Creating the right environment for people and communities to flourish

Sunita Hirani

Sunita is one of the BBC’s key equality, diversity and inclusivity experts.
Why inclusion is essential for mental wellbeing

Professor Sir Cary Cooper

Cary is one the world’s most influential voices in occupational health and wellbeing.
Enhancing Mental Wellbeing at Work. Evidence based strategies for creating a wellbeing culture at work.

Ask us a question

You can call us on 0844 800 1701, or use this form and we will get back to you as soon as possible.


Sign up to our weekly Laughology bulletin

Suite 869, Kemp House,
152 - 160 City Road,
London EC1V 2NX

T: 0844 800 1701
E: Laughology
F: 0208 337 9262