We’re excited to share some fantastic news that Llanw has been shortlisted for two awards, the Excellence in Professionalism, Learning and Development Award and the Housing Team of the Year Award.
This recognition celebrates the hard work, dedication, and innovation of our colleagues in delivering exceptional services and creating a positive, professional culture across Llanw.
At Llanw, creating a professional, learning-focused culture for all our colleagues is something we’re really proud of. We aim to make sure everyone feels supported, empowered, and confident to deliver excellent services to our customers while continuing to grow their skills and knowledge.
Our approach to learning and development is embedded across everything we do:
It’s been amazing to see the results of these efforts with 92.1% of colleagues said they would recommend Llanw as a great place to work, which shows just how engaged and motivated our team is.
We’re equally proud of Llanw Business Support, our customer and repairs support team. From a small group of schedulers and administrators, the team has grown into a full-service hub including call handlers, a dedicated complaints team, administrators, and even a pest officer, all working together to make services more reliable and responsive for our customers.
Listening has been at the heart of what we do. Initiatives like bi-weekly quality reviews for call handlers and Feedback Fridays give both colleagues and tenants a voice and make sure we’re continuously improving. Our proactive approach, including pest control and preventative repair work, has also made a real difference in the communities we serve.
In just one year, the team has achieved incredible results, answering over 5,000 extra calls, reducing call wait times by more than 11 minutes, cutting complaints from 174 to 74, and maintaining 90% positive customer satisfaction.
Being shortlisted for these awards is such an honour. It’s a recognition of the dedication, professionalism, and teamwork that every colleague brings to Llanw, and it motivates us to keep pushing forward to deliver the very best for our tenants.
