Customer Excellence Award

Tai Tarian’s work with contractor Mi-space UK Ltd to upgrade wiring and insulation in tenants’ homes has been recognised at the Chartered Institute of Housing Cymru Welsh Housing Awards 2017.

The housing association project, which took four years to complete, received the Customer Excellence Award at the ceremony in the Vale of Glamorgan Resort in Hensol.

Judges praised both organisations for an excellence approach to customer service that showed a high level of satisfaction with 98% of tenants reporting a good experience.

Steve Tucker, Interim Director of Assets at Tai Tarian, which provides social housing across Neath Port Talbot, said, “It’s fantastic that this work with Mi-space UK Ltd has been recognised at these national awards as we know the positive impact it has made in our tenant’s homes.

“We are continually working to deliver the best customer service possible and it was heartening to hear such a high level of satisfaction with the work provided.

“We know that good, clear and open communications with our tenants was key to the success of the project and we are grateful to Mi-space for the important part they played in this.”

Tai Tarian worked closely with Mi-space, part of the Midas Group, who specialise in providing planned and reactive maintenance to social housing, to carefully plan the delivery of the rewiring project in occupied homes.

This includes learning lessons from previous maintenance work and focusing on empathy with the tenants to appreciate and understand their needs and concerns while the work was taking place.

Clear communication was key with staff always explaining who they were, what they were doing, why they were doing it and start and finish dates.

Before leaving each house, staff also ensured they asked tenants if there was anything else they could help with.

Matt Howells, Business Development Manager, Mi-space UK Ltd, who have an office in Neath Abbey, said that he was thrilled that this focus on communicating with tenants had helped to deliver such a good customer experience.

He said, ““Mi-space is delighted to win this Customer Excellence award in collaboration with Tai Tarian as it reflects all the great work we have done together in recent years and the wider commitment by Midas Group to industry-leading customer service.

“The Mi-Space team would like to thank Tai Tarian for the part they played in the success of the project, and the support given us.”