Resident Engagement

We prioritise clear communication with our residents

We understand that having work done at home can be disruptive, so we take the time to explain our process and keep residents updated on progress and any necessary changes, such as needing to leave for parts or emergencies.

Working in the Home

We will respect residents’ space, minimise disruption and ensure that the work area is clean and tidy upon completion. We’ll also explain the work we’ve done, for the residents’ own understanding.

Some noise, dust and mess are typical when working in homes, but we strive to minimise these issues. We will not leave behind dust or mess and aim to exceed expectations in both how we deliver our service and the quality of our work.

Customer Care Plans

Our detailed Customer Care plans ensure the resident is updated on any programme of works and that disruption is kept to a minimum. All our Capital Works and Retrofit programmes are supported by TPAS trained Customer Liaison Officers, who engage daily with residents.

We implement a multichannel engagement plan that includes open days, newsletters, resident web portals and tailored communication for vulnerable residents, along with a robust complaints process and customer satisfaction polling to drive continuous improvement.

Complaints

We value all customer feedback, from praise to suggestions for improvement. To make it easy, we’ve created the REACT app, where we can log complaints or compliments, monitor outcomes and implement lessons learnt.