ICAB Boosts Compliance Training Efficiency with 5Mins.ai Case Study

The Challenge: No Compliance Foundation

When ICAB needed to establish formal compliance training, they discovered they had no system in place. The company had never had a compliance workflow - training only happened when clients demanded it, creating a reactive approach that wasn't sustainable.

Their existing process was cumbersome and inefficient. The compliance team spent hours creating training content from scratch, resulting in marathon 2.5-3 hour sessions covering heavy industry topics like vulnerable customers, GDPR, and modern slavery. These lengthy face-to-face sessions were difficult to coordinate, with staff struggling to attend during busy periods.

With only 3-4 training sessions possible per year, ICAB had no way to track completion or measure whether information was being retained. There were no assessments, no situational tests, and no real knowledge of whether critical compliance information was actually getting through to staff.

As the company continued growing rapidly with new staff joining regularly, this ad-hoc approach was taking a backseat to daily operations, creating gaps in their compliance cover when they needed it most.

Industry

Insurance & Emergency Accommodation

No. of employees

50+

Location

Bushey, Hertfordshire, UK

About: Leading emergency accommodation provider specializing in arranging planned and emergency alternative housing for individuals facing home emergencies such as floods or fires. Operating 24/7 since 1998, ICAB serves insurers, social housing organizations, and various clients requiring temporary accommodation solutions. Family-owned business with 25+ years of trusted service.

Before/After Training Comparison

BEFORE

❌ No formal compliance workflow

⏰ 2.5-3 hour training sessions

👥 Face-to-face sessions only

📅 3-4 sessions maximum per year

📝 Hours creating content from scratch

❓ No tracking or assessment

➡️

AFTER

✅ Structured monthly compliance programme

⚡ Maximum 25-minute modules

🔄 Flexible, self-paced learning

📊 12 monthly sessions (10-11 topics)

💡 10-20 minutes to create playlists

📈 Full reporting and progress tracking

Re-engineering the programme

Lucy replaced the lengthy face-to-face sessions with a structured monthly compliance approach:

Pre-work: Staff complete maximum 25-minute 5Mins modules covering compliance topics like vulnerable customers, GDPR, and modern slavery at their own pace.
Application: Teams implement learning immediately in their daily work handling emergency accommodation cases — "staff can access something for them almost immediately rather than having to research into an internal course."
Tracking: Real-time visibility into completion rates and knowledge retention through comprehensive assessments and progress monitoring.

The content delivery is flexible and self-paced, so busy staff can fit training around emergency calls and daily operations—exactly what was needed for a 24/7 operation handling sensitive customer situations.

Additionally, 5Mins compliance courses include situational tests and assessments to help staff apply compliance lessons in real-world contexts, something ICAB never had before with their previous ad-hoc approach.

Why it works for ICAB

Bite-sized content fits busy emergency response schedules. Staff handling 24/7 accommodation crises can complete training during quieter periods without disrupting critical operations.
Self-paced learning respects cognitive capacity. When staff have had demanding days dealing with distressed customers, they can defer training rather than struggling through lengthy sessions, then catch up when they're more receptive.
Real-time tracking enables immediate support. Managers can identify knowledge gaps instantly and provide targeted training when staff encounter difficult situations, rather than waiting months for the next formal session.

Conclusion

What began as ICAB's first formal compliance programme is now embedded in their daily culture: 25 minutes of focused learning, ongoing application in real customer situations, and monthly reinforcement. The result is comprehensive compliance coverage, measurable knowledge retention, and a team equipped to handle the most sensitive accommodation emergencies with confidence and expertise.

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