Lessons learned

We understand that selling your home can be a time-sensitive matter. Based on your feedback, we've streamlined our processes to ensure a quicker turnaround time for our customers. Additionally, we now offer more flexibility to switch to a different buyer if any unreasonable delays occur, ensuring a smoother experience for you.

We actively listen to the concerns and complaints raised by our customers. Using this feedback, we’ve work closely with our partners to enhance the training sessions (toolbox talks) attended by our operatives, ensuring they are better equipped to meet your needs and provide exceptional service.

We recognise the importance of sustainable and future-proof solutions. Based on your feedback, we’re reviewing non-gas heating and hot water systems in our new properties. This initiative will ensure that our homes are designed to be environmentally friendly and better prepared for the future, providing you with a more efficient and cost-effective living experience.

We understand the impact of rising energy costs. That's why we've reviewed our compensation policy and increased the daily allowance for temporary heating claims, providing you with additional support when you need it most.

We're committed to delivering an exceptional customer experience, and we've made improvements to better understand your unique needs. When you raise a complaint with us, we'll capture more details about your situation, ensuring that we address any necessary adjustments or considerations during the resolution process.

Your feedback highlighted the importance of reminding our customers who rent homes about contents insurance. While our building insurance covers structural damage for our renters, it doesn't protect valuables like furniture, laminate flooring and electronics against fire, theft, or water damage. We recommend obtaining adequate contents insurance for peace of mind and to safeguard your possessions. Click here for more information.

We’ve reviewed our repairs process for inset solar panel installations and are proactively checking installations on developments where we think there may be a risk of failure due to the installation date, method or location. Our goal is to address any potential problems before they affect you.