Project date – June 2025
Project brief
This project will look into the experience of tenants who've moved into their homes with a mutual exchange and understand how it's compared to those who've joined via the lettings process.
Recommendations
- To make sure tenants get the support they need to set up full and active profiles on House Exchange.
- Create a new process to make sure we're carrying out home inspections before any mutual exchange goes ahead.
- Improve how we track mutual exchange cases, so we can spot delays earlier and help them move forward more quickly.
- Complete the remaining actions from our mutual exchange review to make the whole experience smoother and easier for tenants.
To see our other projects, please click the button below.
