Our customers

Home » 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:

  • Isaac Oluwaniyi-Asaaju

    I am writing to say thank you to Mr Isaac Oluwaniyi-Asaju, one of the new homes team in arranging for my long awaited defective ventilation to be fixed after 4 years. Words can't express the difference it's made to my life knowing full well that it will be done soon, nor how grateful I am. Mr Isaac is inspirational and has the patience of saints. Due to my dads' illness which made it impossible for the ventilation works to be carried out for health reasons, Isaac has always been patient, understanding and supportive as usual and kept me abreast of any development regards to the ventilation.I became very distressed about the death of my dad recently on 27 December 2016 - Mr Isaac who was working on our estate Dawkins Court - on getting to know about my bereavement - provided second to none support in very unusual and challenging circumstances and showed passion, dedication in managing the situation. He explained to me how to contact the housing association and what to do. And to cap it all, we have been living in our flat since 2013 when the property was just built and the ventilation has never at all worked.I am well pleased to know that Mr Isaac has now arranged for the ventilation works to be carried out. I would like to nominate Mr Isaac for this award as I would like him also to know that it has not gone unnoticed the amount of time and hard work he puts into his role and also still brings a sense of humour to a service that can at times be challenging. Kudos! Nominated By: Ms Wright Fait […]

  • Andrew Benzies

    I would like to nominate my wonderful colleague, Construction Inspector Andrew Benzies for the prestigious WOW Award. There are so many exceptional qualities that I truly admire about Andy - where should I begin? Time and time again Andy has demonstrated his dedication to internal and external customers as well as maintaining an excellent working relationship with the contractors:Family Mosaic - Andy's commitment to ensuring we produce good quality schemes has been evident in the finished product, for example Basin Approach and QEH which are two very impressive new developments.Colleagues - Most recently, I was scheduled to meet with a purchaser for an early morning completion and handover of keys. Due to unexpected train delays there was no way I would make it on time, panic set in, I didn't know what to do. I then had a thought: Andy might be on site, I wonder if he would mind meeting the buyer and handing over the keys? When I called he was more than happy to help. By the time I arrived 20 minutes later, Andy had already explained the particulars of the property and carried out the home demonstration, with nothing further for me to do but request the new resident sign the paperwork. I have even sought his advice on schemes that were not within his remit and without failure he's recommended the best way forward or pointed me in the right direction.Residents - It's sometimes surprising to hear residents say: "Oh I've met Andy and he's shown me how to operate the heating system" or "Andy was here to inspect my leak and he's sorted out the repair". He always finds the time to directly assist our residents whenever possible. Contractors - Due to his friendly, patient and approachable disposition, I've seen how well Andy gets on with everyone on site. He is well liked, it seems no one can walk past without saying 'Hello Andy', it's a wonder to behold.Nothing is ever too much and he is never too busy to give just a moment of his time or share some degree of knowledge. Andy is by far one of the most helpful and supportive colleagues I have had the pleasure to work with during my time here at Family Mosaic. He is a huge credit to this organisation. Nominated By: Anonymous […]

  • Teresa Marland

    Voluntarily and systematically combing our Learning Management System for errors and giving clear, detailed feedback. Can't thank her enough! Nominated By: Heather England […]

  • Scott Deasy

    Nomination submitted on behalf of resident - Ms Virgo:"The afore-mentioned contractor was extremely polite and courteous on arrival and showed the utmost respect when entering my home. As you may be aware, in the last two years, I have dealt with numerous tradesmen from anther company and my home was never shown the respect I observed today. Your roofer today demonstrated such professionalism which is a credit to your company. Once again please pass on my gratitude." Nominated By: Frances Malon […]

  • Angela West & Trina Colclough

    My benefits were stopped because my entitlement to funding was questioned. I had no money or food and felt like my life was not worth living. My 15 year old son was feeling suicidal and I was really scared.My support workers had helped me last year for the same reason and had successfully got my benefits back in pay. I have a very complex case.They've helped me not only with benefits but stopped me from going over the edge with my mental health also. I have been so stressed and they have kept me positive.I was waiting for legal help from a pro bono solicitor but it was taking a long while, whilst waiting my support workers researched and worked hard to prove my entitlement and convinced the judge to my benefits in pay. They stopped it at appeal stage.I was given food parcels to survive on for me and my son and I am so grateful. I really feel I would not have survived without my support workers and your service. They have done a fantastic job and I cannot thank them enough from me and my son. Nominated By: A.h. […]

  • Jonathan Tutt, Mary Elmer, Helen Phillips, David Amos and Marcus Louis

    I am writing to say thank you to all the staff involved in arranging and processing my bathroom. Words can't express the difference it's made to my life, nor how grateful I am. Your staff are inspirational and have the patience of saints. In particular, Mary Elmer and Helen Phillips who dealt with all the paperwork and guided me through the process. I could not have done it without their help. They were always easy to contact or returned my calls promptly and listened to my concerns. David Amos and Marcus Louis from BuildWorks were great. Marcus did the majority of the work and was considerate and informative. I would have no hesitation in recommending them to work in my home in my absence. Their work was of a very high standard. In all, my bathroom is not just functional, but amazing. Thank you again. Nominated By: Paulin […]

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