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.
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.
Construction
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.