Our customers

Home » 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 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:

  • Corrinne Askaroff

    Corrinne was always punctual, instilling confidence. Her relaxed approach was easy to relate to, allowing the outcome of a sensible conclusion. Corrinne is efficient. A pleasure to have in my home.Nominated By: Ann RLZ […]

  • Kevin Gayle

    I am nominating Kevin Gale one of our caretakers with Thamesmead Environmental Services. Kevin has demonstrated he is customer-focussed, results-focussed and has a can-do attitude. He consistently delivers excellent customer service and has a positive and helpful attitude to his job.Please see […]

  • Sue Marsh-Cann

    I attended a first aid course on 10 August. I suffered a major asthma attack upon arrival at the course. My colleague Sue stayed with me, gave me reassurance and made sure that I was as comfortable as possible. She arranged for an ambulance to attend and ensured that my team manager was kept […]

  • Bernard Duffy

    Bernie Duffy, provided great customer service when a severe water leak occurred at Muriel Street on The Kings Cross Estate. Bernie on two occasions stayed at work until 20.30hrs to assist the tenants and Thames Water: he helped to provide bottled water and advice to the tenants and he went above […]

  • Michelle Diett

    I was very impressed by STEPS provision and how much Michelle helped me. I needed sheltered accommodation for myself and my then-poorly husband during my contact with STEPS. My husband passed away and my needs changed so STEPS then helped me be placed on housing lists and successfully get […]

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