Our customers

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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 job-seeking 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:

  • Nicola Slattery Smith

    Nicola has been a tremendous help to myself and my parents. She has helped my parents feel less vulnerable and safer around the home. She set up telecare, blue badge, setting up stair rails, smoke alarms and attendance allowance. Nicola excels in professionalism and acts with integrity on all […]

  • Michael Scullion

    My friend was receiving support from Michael explaining everything which was helpful as this doesn't always happen. He also really helpful information of all the organisations that could be helpful, this would relieve some of the pressure from myself.Nominated By: Shirley Thomas […]

  • Steven Sparks

    I want to nominate Steven Sparks for a WOW Award because he went above and beyond helping one of my customers who was having financial challenges having just lost her job and having no friends or family able to support her. I had called her regarding her rent arrears and Steven was sitting next to […]

  • Nicola Slattery Smith

    Nicola came to see me when I was at a very low ebb. She was kind, considerate, helpful and treated me like a human being, I was not just another client I was someone special. Shes knowledgeable up to date and helpful. Family Mosaic need to hang on to her.Nominated By: D Boyc […]

  • Patricia Lewis

    I spoke with Patricia earlier today about an business start up scheme we used to offer as a resident who had previously attended now felt in a position to progress with her business idea. Patricia advised FM no longer off this course but she immediately asked for the residents details so she could […]

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