This one simple thought changes the way customers are valued, and will completely change the dynamic of housing service provision and customer relationships.While this might all sound a bit too simple, it is really not a practice that is common place across estate management.

 

Housing management staff are in a unique position to truly engage with people ‘on the ground’. By being the ‘eyes and ears’ for clients, they are able to engage those who are traditionally hard to reach and sometimes excluded from mainstream society. Listening to those who need listening to and, more importantly, taking the right action driven from customer engagement makes a tangible and real difference to communities.

 

In Hammersmith and Fulham, for example, we have recently rolled out our Community Connects initiative across our contract area.This includes everything from community and health and wellbeing events, feedback workshops and youth employment programmes. In all,

it is simply about providing as many opportunities as possible to reach further into communities and connect with residents to engage with them, improving and increasing communication interactions.

 

By instilling this collaborative culture into every single one of our communities over the past 25 years, we have ensured a near 90% customer satisfaction level. By working with tenants on a local level through meaningful engagement and community initiatives we are effectively – slowly but surely – shaping communities and transforming lives.

 

Pinnacle PSG delivers award-winning housing and facilities management services to more than 300,000 homes across the UK.