Our customers

We pledge to support the health, wealth and wellbeing of our residents. This means being an active part of local communities, listening to different views and involving people at all levels.

We know that for those who can be independent, social housing can act as a stepping stone to other housing options. That’s why new tenants are offered a 5 year tenancy with us in the first instance which is then reviewed at the end of that period.

For those with longer-term housing needs, we provide safe and secure homes with a range of additional support services to enable them to live as independently as possible.

Over the last three years, as a result of welfare reform, we’ve gone to great lengths to make our jobseeking customers aware of changes to benefits. For example, we have partnered with Experian to help people improve and maximise their credit rating.

We speak to 200 customers a month to get some indication of how we’re doing, and we’re confident that further changes we’re making to our systems and repairs contractors will help to improve their experience with us.

It might be a family with young teenage children (which is why we run an award-winning Youth Academy, organising activities like football training, dance classes and fashion shows).

It may be a single parent who wants to get back into work (which is why we provide an award-winning careers advice and training service, helping people to move on and become more independent).

It could be an older person who has recently had a fall (which is why we run award-winning Home Improvement Agencies that adapts older people’s homes so they don’t have to go into a care home, or can leave hospital quicker).

It might be a person with learning difficulties (which is why we provide specialist, personalised care to thousands of people in Essex, London and the South East, whether in their homes or in our top-rated care and supported housing schemes).

It could be a young couple looking for a home to buy (which is why we offer a range of different home ownership products, including shared ownership, social homebuy and outright purchase).

It might be a teacher who’s just returned home from a hard day in the classroom (which is why we’re constantly improving our basic landlord services, whether it’s fixing a repair, upgrading a kitchen or servicing a boiler).

What our customers say about us

We encourage everyone at Family Mosaic to exceed expectations, so that our customers receive the best possible service. The WOW! Awards are the UK’s only national awards that recognise excellent customer service based purely on customer nominations.

Read the latest nominations our customers have made:

  • Sylvester Semper

    What can I say Sylvester was very professional, knew what had to be done, went all out, did a great job. Lovely peoples-person. Really pleased I met him. Nominated By: Angela C […]

  • Denise Monks and Lynn Pigeon

    Denise Monks and Lynn Pigeon have helped me and my daughter (Sarah King) over the last couple of years. I had been struggling to help my daughter who has mental health issues with her day to day living . All my daughters utility bills, housing rent payments were in a mess I did not know where to start to sort out the problems. Denise and Lynn took the pressure off of me and got in touch with the relevant organisations and managed to get things resolved where I could not. They helped my daughter organise her finance so problems would not reoccur. My daughter had mobility problems and the local council were not responding to my requests for help with alterations to her accommodation. Denise and Lynn got in touch with the local council and after a long fight, they managed to get them to install a wet room and a new kitchen. My daughter was having problems with her social worker and Denise/ Lynn helped facilitate meetings to get them to work with each other.Denise/Lynn visited my daughter each week and encouraged her to join clubs for people with mental health issues. This gave my daughter more confidence and helped her with her social skills. Denise / Lynn were able to give my daughter information and help which I would never have been able to do on my own. I did not even know some of these things existed until they told me about them.Denise /Lynn no longer visit my daughter as they have put in place weekly help for her. They are very much missed but because of them my daughter can lead an independent life and I could not thank Denise / Lynn enough for all the help they have given me and my daughter over the years.My relationship with my daughter was failing because of the pressure of one problem after another. With all the help Denise and Lynn gave us I now enjoying visiting my daughter and our relationship has improved so much and I now look forward to seeing her.These ladies are a credit to Family Mosaic. Nominated By: David King […]

  • Chloe Bernard & Bridget Malopoa

    Great service, very welcoming place, put you at ease. Chloe is wonderful, will miss her. Bridget is helpful, thank you. Wish I knew about the scheme earlier. Nominated By: Mr Amadou Ann […]

  • Michelle Gower

    I want to nominate Michelle Gower she dealt with a complaint for me. She was helpful, so polite and a nice person. Nominated By: Nicola Philips […]

  • Chloe Bernard & Bridget Malopa

    Very kind and considerate. Understanding of circumstances, nice staff, so helpful. Thanks Nominated By: Stephen Gethin […]

  • Lyn Hepburn

    I think you are bloody amazing! Thank you for writing to PIP to request assessment to get enhanced rate. Thank you for your support - you are so easy to talk to. Nominated By: Karen S […]

If someone at Family Mosaic has impressed you, why not nominate them for a WOW! Award?

Improving health, wealth and wellbeing through housing

Improving health, wealth and wellbeing through housing

Improving health, wealth and wellbeing through housing