Our biggest success of 2022 has been creating homes for the Oxford people we exist to serve.
Of the 90 families we have housed so far, many of these people were living in overcrowded or substandard accommodation and now live in bright, modern, beautiful homes where they can feel secure.
Learning from industry best practice, we have developed a really comprehensive feedback survey for our residents. We want to continually improve the experience our residents have. Moving into an OX Place home should be an overwhelmingly positive experience and we want to make sure we do all we can to make sure that happens.
Our first opportunity to learn was following the Rose Hill opening. Our customer service report found:
At Canon Court:
Our customer satisfaction surveys showed that our experience had a very positive experience before completing on their properties, but once their day-to-day contact was handed over to our agents, customer satisfaction went down. At Canon Court, for example, pre-completion customer satisfaction was 91%, but after completion, the score went down to 66%.
We have reviewed our partnerships and appointed new agents to provide a better experience for our residents.
Another reason for this fall in customer satisfaction is the delays towards the end of the process. In future, we need to make sure we build potential delays into the process and manage buyers’ expectations.