People rightly take pride in their homes and expect a high standard of service. That means keeping shared spaces clean and well-maintained, but also making sure properties are being cared for in the long term. It’s also critically important that properties are managed in line with the latest regulations, such as the introduction of the latest building safety requirements.
Our commitment to customers
We are taking steps to improve the quality of the service we provide. We are doing this by:
1. Bringing our teams closer to customers
Operational and customer service teams have been re-organised into dedicated regions. This ensures that our operational teams have a close knowledge of, and accountability for, residents’ homes. All our support, customer service, and service charge teams are now office-based within those regions. This is driving greater cohesion between operators and their support functions.
2. Rolling out a new performance regime
This covers nine core metrics to produce an overarching operational performance score. It creates stronger oversight and governance of property standards and staff capability. Where necessary, this has seen us reconfigure teams and points of contact, so residents receive the level of service we expect. This has empowered our staff, giving them greater clarity about how their developments are performing and highlighting any necessary improvement points, so these can be actioned more efficiently.
3. Investing in training
We are now enrolling all operational staff on an industry-leading 12-week intensive training programme, accredited by The Property Institute (TPI). This approach builds on a rigorous new training and careers programme that was introduced in August last year. Once the course has been completed, staff are invited to take their TPI Level 2 exam.
Over 1,000 operational staff have already successfully completed their TPI Level 2 accreditation.
