We aim to deliver outstanding customer service and are always striving to improve
Working closely with local authority partners, we are a major provider of low cost homeownership products and services, helping thousands of first-time buyers onto the property ladder.
Customer service and satisfaction
We provide top quality neighbourhood management services, placing our customers at the heart of all we do.
We have a dedicated customer services team who is on hand to help residents with any day-to-day queries, including repairs and maintenance requests. Our emergency out of hours repairs service is open 24 hours a day.
We continually track resident satisfaction with Catalyst. During 2013/14 we surveyed 1,020 residents. Overall, 80% of our tenants are satisfied with our services. Feedback from customers is regularly reviewed and used to drive improvement to the services we offer.
In 2014 the training we provide to our frontline staff won an award at the customer service training awards.
Low cost homeownership
As well as managing, marketing and selling our own homes we are also a major provider of low cost homeownership services for local authority partners – helping thousands of first-time buyers onto the property ladder.
We helped develop the successful My Choice HomeBuy scheme. We also created the financial package for the government’s Mortgage Rescue Scheme, helping to prevent repossessions for families in financial crisis.
Today we work closely with local authorities to create and co-fund locally tailored products such as equity loans.
Our market intelligence team provides research and analysis, ensuring that decision-makers have the information they require to make well-informed judgements.
The team has experience of providing tailored intelligence and analysis on a range of housing-related services both in-house and to charities, local government and other housing associations.
Housing support services
We work with a customers in the private and public sectors, providing a range of housing-related services such as property management, marketing and sales management, and consumer need assessments.