Our new Homeownership team

We’re dedicated to providing customer focused services, but there is a gap between how satisfied homeowners are compared to customers who rent properties from us.

The feedback we have is that we get the majority of responses right, but some of the complex issues take too long to resolve. We’ve been listening to your views on why this so that we can improve.

The most common answer has been that we aren’t always confident in our response to homeowner enquiries and sometimes issues get passed around the business.

To resolve this, we have established a new, specialist Homeownership team. The team will be our experts on homeownership matters and will work with other teams within the business who provide services to our homeowners.

We know the reasons that homeowners normally contact us are often very similar to customers who rent their home, so the Customer Services team will still be the main point of contact for all customers. However, our new Homeownership team will be on hand to manage complex and specialist issues. They will also work to improve our processes and communication in the areas we need to get better at.

Keep an eye out in our next resident newsletter where we’ll introduce you to members of the team.
We’re always looking to take your feedback onboard and offer opportunities to have your say on our services – find out about our latest new build customer surveys here.