At each of our completed developments, we have worked hard to make sure we learn from our interactions and do all we can to create a positive experience for each new householder – whether they’re renting or buying.

Moving into their own brand new home should be among the best days of the lives of our residents. To make sure it goes as smoothly as possible, we make ourselves available on moving in day.

Our Home User Guide (HUG) tells residents the things they need to know about their new home and includes things like how to dispose of their waste, how to set the boiler and how to use their appliances. Having used the HUGs in our new homes, we have realised that we need to be where people are. We recognise that people often turn to instructional videos when they need to know how to do something and are creating a series of instructional videos to support new householders.

We have also used industry best practice to develop a comprehensive feedback survey for new residents to understand what we’re getting right, and what we could do better. Within our initial feedback, we have discovered, for example, that people are finding the bedroom lights to be too bright. In future developments, we will work to provide more ambient lighting to better suit the needs of our residents.