The challenge

Having a large number of developments in the Greenwich Peninsula (GP) portfolio, the company was unclear on what residents valued the most about its buildings.

How did residents feel about the building management? Did they appreciate the concierge who greeted and helped them as they entered the building? GP was unsure.

With no way to obtain feedback from their residents, GP was unaware of the common issues its residents faced, let alone how these changed over time.

How HomeViews has helped

HomeViews collected resident feedback on each of GP’s Upper Riverside schemes, with data for each building’s resident types: owner, shared owner or tenant.

These insights were presented to GP through an in-depth report, as well as through the HomeViews Partner Portal.

With this dashboard, GP could track and easily see what residents valued by searching all reviews by keywords and frequency of mentions.

Since partnering with GP, HomeViews has collected over 200 reviews across 12 developments for the company.

The results

GP loved the actionable insights presented by HomeViews. The GP Customer Care team took the report’s recommendations and turned them into an action plan for improving their residents’ experience.

As a partner of HomeViews, GP is continually using HomeViews data and partner portal to address and reply to their residents’ concerns, ultimately improving its customer experience. The company also showcases positive results seen on HomeViews to its internal teams, through internal reporting.

By turning resident reviews into an actionable plan to improve its customer experience, GP was awarded a HomeViews rating for excellence for 2021 and 2022.