Enhanced landlord service

What did we ask?

During Summer 2022, we sent out a survey to our sheltered housing customers to find out their thoughts on the enhanced landlord service. This service was launched in 2019, and as part of this we introduced the new sheltered housing coordinator role. 168 customers filled in the survey (21% response rate).

What did our customers say?

The survey revealed that:

• 60% of customers have met their sheltered housing coordinator
• 36% have used the service to fix an issue
• 65% know how to contact their sheltered housing coordinator
• 59% said that the coordinator was able to fix the issue
• 66% find their coordinator helpful and knowledgeable
• 72% rated the service’s value for money 5 out of 10 or above
• 73% rated the overall service 5 out of 10 or above.

Our customers came up with a number of recommendations, which can be summarised in the following points:

• Make it easier to access your sheltered housing coordinator
• Sheltered housing coordinators being on site more
• Sheltered housing coordinators engaging more with customers
• An increased focus on wellbeing
• More awareness of the sheltered housing coordinator role.

What did we do next?

As a result of customer feedback, we have made the following changes:

• Sending out a newsletter to remind customers who their coordinator is and how to contact them
• Continuing weekly visits from sheltered housing coordinators
• Carrying out 6 monthly estate inspections and invite 2-3 customers to attend
• Carrying out 6 monthly contact via phone or door knock
• Letting customers know of local support groups through the newsletter.

We'd like to thank all the customers who volunteered their time with us to share their views on our enhanced landlord service.