The company’s Scottish team have again secured the TPAS (Tenant Participation Advisory Service) quality mark for contractors, recognising their success in engaging and involving residents when improving local authority or housing association homes or building new housing.
To retain the TPAS ‘PINPOINT Quality for Contractors’ accreditation – which Lovell has held for the past three years – the company’s performance was closely scrutinised by TPAS assessors. They looked at how the company involves residents and keeps them informed on major housing schemes. As part of the process, TPAS interviewed Lovell project staff about the company’s customer care strategy. The organisation also met residents at a housing improvement scheme for Glasgow Housing Association to find out how effectively the company involved them.
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As part of its resident involvement and consultation programme at the Cardonald flats, Lovell had a specialist resident liaison officer based on site at the project. The company also issued a regular newsletter to tenants and held coffee mornings for residents, which proved so popular that they became weekly events with residents planning to continue them after the project ended.
“Making sure that residents are at the heart of the work we do in communities is central to our approach,” said Lovell regional director Alan Taylor. “To once again achieve the TPAS quality mark is very rewarding for our team and recognises their hard work and dedication to keeping residents fully involved and delivering the highest standards of service.”
Lovell was the first contractor to gain the TPAS quality mark nationally when it was awarded the quality accreditation in 2007.
(GK/KMcA)
