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:

• Two thirds of people found it “really easy” to find out about the shared ownership homes at Rose Hill
• 72% of respondents felt they were given enough information about shared ownership before purchasing
• 72% would recommend buying a shared ownership home from Oxford City Council

At Canon Court:

• 84% of people were satisfied with the process
• 86% would recommend OX Place

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.