A game-changing way for housing organisations to embed customer centricity - through an immersive, detective-style learning experience that makes the impact of service failure real for every colleague.
Mrs Tranter is an immersive learning experience built from real customer complaints and service failures. Colleagues become detectives - investigating not who is to blame, but how things went wrong and what can change. It makes customer impact felt, not just understood.
A high-quality evidence pack - call recordings, emails, logs and documents that mirror real systems - crafted to feel completely authentic and draw colleagues into the story.
Each pack is adapted to reflect your world - your systems, your language, your challenges. The story feels like it could have happened here, because it very nearly did.
No costly facilitation needed. Teams run it themselves, on their own terms. Each refreshable pack can be used up to 20 times - making it one of the most cost-effective engagement tools available.
Teams work through call recordings, emails, decision logs and timelines - all modelled on real systems.
What went wrong? Where didn't we live our values? What could we do differently? Focus on understanding, not blame.
Findings are written up in an Ombudsman-style report - making the stakes of service quality tangible for every colleague.
Quick wins and lasting conversations about customer impact emerge from every session, changing how colleagues understand their role.
"We wanted to make the experience of customers real for colleagues - not words on a poster, but something they felt."
E-learning modules are easy to ignore. Facilitated training days pull people away from their work and cost significant time and budget. Mrs Tranter offers a better way - far more engaging, lower cost, easier to run, and more memorable. Because when learning feels like a story, not a chore, people pay attention. And when people pay attention, the message sticks.
Story-driven learning that colleagues actually talk about - long after the session ends.
We work with you to craft a narrative that reflects your organisation, your customers, and your challenges.
No facilitators, no venue hire. Packs are refreshable and reusable - each one works up to 20 times.
Printed packs for in-person teams, online for dispersed groups, or a mix of both. Built for your reality.
Organisations report real operational improvements - from complaint reductions to stronger engagement scores.
Rolls out across teams without central coordination. Colleagues share it themselves - it creates its own momentum.
High-quality physical packs for in-person or hybrid teams. Immersive, tactile, and professionally produced.
Fully digital versions for dispersed or remote teams. The same immersive experience, accessible anywhere.
Prefer a guided experience? We offer facilitation and live hosted sessions for leadership teams or launch events.
Across the housing organisations that have adopted Mrs Tranter, the results are striking - in colleague engagement, operational performance, and the lasting cultural shift it creates.
"Your performance sets a great example. Thank you for your dedication to maintaining high standards in complaint handling and service delivery."- Housing Ombudsman feedback to a provider on their improved performance
The Trials of Mrs Tranter has been shortlisted for two sets of national awards this year, with the outcome of both still to be announced.
Mrs Tranter was developed and piloted by GreenSquareAccord and has since been adopted by housing organisations across the country. The community of adopters is growing - and the organisations below are part of a movement that is changing how the sector thinks about colleague engagement and customer experience.
Across the housing sector, organisations are waking up to the power of immersive, story-driven learning. Mrs Tranter is becoming the standard-bearer for a new approach - one that connects every colleague to the real experience of customers, regardless of their role.
Start the conversationWe adapt the experience to your organisation - your systems, language, and culture.
Designed to get into the hands of colleagues quickly, without complex procurement or setup.
Not a one-off event - an experience that sparks ongoing conversations about customer impact.
Join a growing network sharing learning, comparing notes, and pushing the sector forward.
Whether you want to understand the approach, explore what adoption looks like, or simply have a conversation, we'd love to hear from you.
Tell us a little about your organisation and we'll be in touch.