In October, we invited customers to help us review how we allocate homes. More than 20 customers joined two sessions to look at the entire process from start to finish, including:
- Housing Jigsaw – our online system where we advertise available properties
- Our allocations webpage
- Property adverts and labels
- Viewings
- How customers are placed into different bands
During the review, customers shared some fantastic ideas, and we’re already working on improvements:
- Better communication – Let customers know if they weren’t chosen for a viewing or didn’t get the property, and make it easier to reschedule if they’re next in line but have other commitments.
- More notice for viewings – Give extra time and share updates through different channels.
- Advertise homes closer to viewing dates – So photos are up to date and waiting times are shorter.
- Clearer bidding process – Make sure customers understand how it works and only bid if they’re genuinely interested.
- Moving out checklist – Show what should be left in the property when someone moves out and include this in the advert.
- Less paperwork for our team – Streamlining processes behind the scenes.
We're working to have all improvements made by 2025 - 2026.
We rely on customer insight to help us improve processes and create better experiences. Want to get involved in future reviews? Email us at customer.involvement@gentoogroup.com and we’ll be in touch.
