Shortlist success for Hastoe in Housing Excellence Awards

Hastoe Housing Association has been shortlisted in three categories for the Housing Excellence Awards 2017.

Our Hastoe Hub customer contact centre, Green Doctors programme, and maintenance teams have all been recognised for their outstanding work.

The Housing Excellence Awards is one of the largest awards programmes in the UK housing sector, recognising the organisations, individuals and projects that are leading the way in affordable housing.

Hastoe Operations Director Anne McLoughlin said: “We are delighted to have been recognised in these prestigious awards. To be shortlisted in three categories is a fantastic achievement.

“It is wonderful that the categories in which we have been shortlisted focus on the high quality of service that we provide to our residents through repairs, advice, and customer service. This recognition is a testament to the hard work and dedication of all our staff at Hastoe.”

The winners of the awards will be announced on 25 May.

More about the categories and why we have been shortlisted below:

Best Repairs / Maintenance Scheme

In 2016, Hastoe Group identified the 200 highest users of our responsive repair service and found that the expenditure on their homes was three times the average of other tenants. We began a pilot project to discover the root cause of multiple repairs requests and remedy them. In this way we have been able to enhance our understanding of our tenants’ experience and deliver a more cost effective repairs service. Less than a year later, satisfaction is up, repairs requests are down by 31% and expenditure is down by 38%.

Best Tenant Support/ Advice Programme

With a high proportion of tenants living in rural areas and off mains gas, fuel poverty is a big concern for Hastoe. Our ‘Green Doctors’ project, in partnership with Groundwork UK, targets tenants at risk of under heating their homes and provides practical advice and support to help save them money and keep them warm and safe in their homes. Following the outstanding success of the pilot, we extended the programme to include on-gas properties, young families and other vulnerable residents, providing support to over 300 homes.

Customer Service Award

At Hastoe we believe every member of staff is responsible for delivering the highest standard of service to our customers. Our dedicated Hastoe Hub lead the way in providing outstanding service and this is reinforced throughout the organisation at all levels through effective internal and external communications. As an organisation, our customer service process is based on a cycle of monitoring at the point of delivery, requesting feedback from our residents, learning from results and initiating improvements.


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