Successful improvement scheme thanks to customer engagement

Gentoo has hailed the success of a recent improvement scheme at one of our high rise buildings a success thanks to continuous customer engagement.

The improvement scheme which started in June 2023, saw 76 customers homes benefit from:

  • New kitchen
  • New bathroom
  • Electrical rewire
  • New front entrance fire door
  • A sprinkler system
  • A new efficient electric heating system
  • Fire stopping improvements

In addition to the work in the flats, we also installed a new fire alarm system throughout the building, a new automatic ventilation system in the staircase and sprinkler system in the communal areas.

Before work started, Gentoo and our contractor Equans invited customers to a launch event where customers were able to have a look around a show flat, the event also provided customers with the opportunity to speak to Equans and ask any questions they had about the upcoming work.

During the work, Equans site team hosted a weekly drop-in event which allowed them to keep the customers updated on how the scheme was progressing and address any concerns raised by customers.

The points raised at the weekly drop-in events enabled Gentoo and Equans to tailor our approach as the project developed. Following feedback, the frequency of cleaning in the communal areas was increased because of this feedback whilst the work was taking place.

This improvement scheme is the first time we have carried out intrusive work of this kind in a high-rise residential building whilst customers remained in the property.

Marc Edwards, Director of Asset and Sustainability at Gentoo said: “We understand this kind of improvement work can be very disruptive to the customers, but this scheme is a great example of how if you get the engagement right, the scheme can be successful.

“The high level of engagement ensured customers knew what to expect at every part of the work resulting in 100% access first time to every flat and high levels of customer satisfaction.

Darren Sterling, Regional Director at Equans, said: “I want to pass on my gratitude to the whole Equans and Gentoo project team that delivered amazing work at Hedworth Court.

“To get such high levels of engagement and support from customers isn’t down to luck, it’s a testament to the efforts of everybody involved to put the customer first and make sure they felt supported and heard during the course of the scheme.”

On completion of the work last month, customers were invited to a celebration event in the newly refurbished communal lounge within the high rise organised by Gentoo and Equans to thank customers for their patience and cooperation throughout the improvement works.

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