Project date – August 2025
Project brief
Our Tenant Satisfaction Measures show that satisfaction is currently lower for our Low Cost Home Owners. We're already working to improve this, but we also want to better understand your experiences so we can meet your needs.
Recommendations
- We want to make sure our teams all have the same understanding of key services like ASB and repairs. To do this, we'll provide tailored training for all frontline colleagues.
- We will set up a working group to oversee the Homeowners Engagement strategy. To make sure we stay on track, this group will share updates with the Low Cost Home Owners (LCHO) group every quarter.
- We'll create an easy and clear way to collect feedback from LCHO residents after they use our services. This will be done by our Housing Advice team team and Home Ownership team.
- As part of our new Customer Experience strategy, we'll offer better ways for LCHO residents to get in touch with us without needing to call in.
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