BHA's annual Star Awards is now the most eagerly anticipated event of the year. It combines an afternoon of fun with a series of individual and departmental awards, voted on by customers, colleagues and board members. This gives high visibility recognition to BHA's people's efforts. Throughout BHA they have a culture of saying ‘thanks' and recognising instantly those little deeds and efforts that can go unnoticed. All their managers and team leaders are trained to do that.

BHA's annual Star Awards is now the most eagerly anticipated event of the year. It combines an afternoon of fun with a series of individual and departmental awards, voted on by customers, colleagues and board members. This gives high visibility recognition to BHA's people's efforts. Throughout BHA they have a culture of saying ‘thanks' and recognising instantly those little deeds and efforts that can go unnoticed. All their managers and team leaders are trained to do that.

Two Action Learning Sets are organised monthly between the CEO and front-line staff to spot early the challenges that BHA's people face day-to-day that might previously have isolated and stressed them. These are now aired and reflected on. Ideas generated are taken to their respective team meetings, but what has made these sessions so highly valued is that people know that no tension or difficulty they face goes unnoticed and that there is always a solution to be found. In the process, BHA have found for example that words spoken in anger by a customer, often have deeper significance. Taken at face value they can demotivate and leave staff and customers feeling dissatisfied. As a result of these reflective discussions front line staff are being more proactive by anticipating customer stresses and dealing with them before they become a problem.