We’ve been commended for putting customers first!

We’re so proud to have been shortlisted for the Tenant Focused Contractor award at this year’s TPAS Cymru Good Practice Awards – a wonderful way to mark two years of Llanw!

TPAS Cymru works with landlords and tenants in Wales to shape housing services. 

Their annual awards celebrate good practice in social housing across Wales by spotlighting influential people and projects. 

It’s a great opportunity for colleagues and customers to enjoy a gala dinner together and take inspiration from other housing organisations.

Work worth celebrating!

We’ve been recognised for putting tenants at the heart of our services, which is exactly why Llanw was created in the first place.

Here are some of the improvements we’ve made over the past two years following customer feedback:

• Offering weekend and evening repair appointments, so our customers can fit repairs around their lives and commitments.

• Introducing a ‘track your trade’ feature, so customers can see when we’ll arrive. This gives customers confidence that they’re answering the door to our workers.

• Launching Feedback Fridays to set aside time to call dissatisfied customers. We’ve learned a lot from listening to customers’ experiences.

• Making our service more inclusive. For example, we’ve recently welcomed a Welsh speaker to the team so people can report repairs in their native language.

These changes have helped us drive post-repair satisfaction up from 65% to 95%, which is no easy task! But don’t just take it from us…

Our customers say

“Very impressive – repair reported and sorted within a few hours!”

“Your lovely young man was polite and pleasant and did a fantastic job!”

“I was very happy with today’s visit. Your workers were professional and funny, which put me at ease!”

While we’re hoping for a win on the big night, we’re already very proud of our brilliant colleagues who made this nomination possible!

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