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National awards shortlisting for project’s customer care

Jayne Rumney outside her newly refurbished home

The support we offer to customers whose homes we’re refurbishing has been shortlisted for a prestigious national award.

We’ve been shortlisted for the Customer Care award at the National Housing Awards 2016 for the non-traditional housing refurbishment project. Over the past year, we’ve refurbished 140 properties by installing new external wall insulation, making them warmer and cheaper to heat. It’s all about meeting our Corporate Plan goal to improve the energy efficiency of our homes.

But while we’ve been improving the buildings, we’ve been making every effort to keep customers informed and reduce inconvenience while the work takes place. This has involved working around customers’ needs. For example, one mum asked us to only work while her autistic son was at school so the hustle and bustle wouldn’t distress him. Another suffered from severe asthma so we took extra measures to reduce dust and ensured everything was washed down at the end of each day.

This customer focus and the improvements being made to the homes is going down well with customers, such as Jayne Rumney from Filton.

“I could notice the difference straight away," she said. "The rooms stay warmer for longer. And I’m actually looking forward to this winter and hopefully having lower heating bills.

“The house looks absolutely wonderful from the outside as well. Now when I walk down the road I’m proud when I look at my house – I feel like the queen of the street. And it makes me want to take more care of my home, to keep everything looking so good.”

Head of Property Investment Richard Hopkins said: “I’m delighted we’ve been shortlisted for the award; it’s a real testament to the hard work we've put in over the past year.

“We set out to exceed our customers’ expectations of what to expect when we work on their home, and this shortlisting goes to show that this has paid off. And when we don’t meet the very high standards we set ourselves, we ensure we go out to see the customer and resolve things as quickly as possible.”

The other housing associations shortlisted for the award are Affinity Sutton, A2Dominion, Hastoe Housing Association and Peabody.

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