Estate Services Innovation Group – supporting service improvements

The Estate Services Innovation Group (ESIG) have been buzzing with activity. Recently, we’ve seen them dive deep into service improvements on Rosebery Estates.

Customer insight: One ESIG member met with Cleanscapes, Groundscapes and Rosebery staff to review how well the cleaning and grounds maintenance work was being carried out. They looked at a range of data and discussed how the work is currently carried out. As a result, they were able to identify areas for future improvement.

Estate Inspection: Two other ESIG members joined a walkabout around the Watersedge estate with Rosebery staff. This allowed them to assess the quality of the cleaning being delivered. Seeing the work first-hand helped them to identify areas of excellence and flag potential problems. Rosebery’s commitment to hands-on engagement demonstrates their dedication to continuous improvement, ensuring resident concerns are heard and addressed promptly.

During their last meeting, Repairs Services Innovation Group (RSIG) members and Rosebery staff identified three key areas for repair service improvements. The insights from the RSIG members helped to identify where the service is working well and areas for improvement:


  • Efficient phone service
  • Direct communication with staff

Areas for improvements:

  • Difficult-to-use portal with no user guide
  • T Brown Gas and Heating Contractors’ service issues

Key actions for proposed Improvements:

  • User-friendly portal interface
  • Clear communication on portal usage and updates
  • Digital and newsletter campaigns highlighting the importance of home insurance
  • Preventative repairs advice
  • Individual tenant notification for communal repair work
  • Contractor appointment notification with dates and estimated times

As all of these examples show, Rosebery values the chance to work collaboratively with its residents to solve problems and improve the services they receive.

Rosebery Housing is a trading name of Town and Country Housing, which is a subsidiary within the Peabody Group and is a charitable Registered Society under the Co-operative and Community Benefit Societies Act 2014, registered with the Financial Conduct Authority No. 30167R. Registered office: Town and Country Housing, Monson House, Monson Way, Tunbridge Wells, Kent, TN1 1LQ. Rosebery Housing provides housing and repair services to customers in Surrey and West Sussex, supporting sustainable communities by forging strong partnerships, working closely with local customers and creating local jobs.

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