Improving Customer Experience, Culture and Communication in Housing

It’s more than bricks and mortar. Improving customer experience in housing through culture, communication, service design and empowering training.

Cultural change

Cultural change the creates a customer-centric perspective.

Customer experience

Service design and journey mapping that transform services.

Customer communication

Clearer, more human communication at every touchpoint.

Customer service training

Practical training designed for your customer service heroes.

A human-centred approach to people’s homes.

We have over 30 years’ experience working within the property and housing sector – helping businesses engage with their communities and customers. We work across culture, customer experience, service design, complaint management, customer communication and customer care training.

Customer Experience Housing 1

Where we’re improved customer experience in housing

Areas where we’re improving customer experience in housing

House builders

We’ve helped some of the UK’s largest house builders improve customer experience, reduce complaints and create more engaged residents and communities. We’ve trained teams, streamlined processes and improved relationships.

Property management

We’ve worked in residential and commercial property management, reducing the costs of managing residents and tenants, smoothing processes and making debt management more effective. We’ve also worked on company-wide organisational change.

Housing associations

We support housing associations to bring more simplicity and humanity to the way they manage and care for their tenants. We train resident-facing teams, transform communication programmes and improve communication processes.


We’ve worked with commercial and residential construction firms to engage with the wider community and improve outreach.

Commercial property

We’ve helped commercial property clients with sensitive communications to tenants, reduced their costs and made relationships smoother and easier.

Property services

We’ve trained teams in facilities management to improve their relationships with customers by simplifying process and language.

Where we can help

Culture change

Put your customers at the heart of how you do things through a human-centred culture. Simpler processes, fewer complaints and better experiences for customers. Less effort to get things done for colleagues too.

Customer experience

Designing more effective, customer-centric experiences through consultancy, strategy, journey mapping and process improvement. Better customer experiences that improve loyalty and reduce churn.

Customer communication

Working across every touchpoint to simplify, improve and transform your customer communication. Simpler customer-facing material that sounds more human, cuts cost and encourages loyalty.

Customer service training

Specialist training designed for customer focused teams to empower them to improve customer relationships and master conversations across all your support channels.

Think we can help?

If you think we can help send us a message.