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:

  • TSG Team

    Ms Clarke called to say a big thank you to the electrician/plumber who last attended her property from TSG, he worked really hard, wasn't on his phone and tidied up after himself and got the repair sorted in no time. She is really happy.Nominated By: Ms Clark […]

  • Sandra Walker

    Right from the beginning Sandra proved to be the most understanding person I have ever consulted, much more so than the counsellors offered to me by the NHS. In our subsequent meetings I unburdened myself to such an extent that further counselling has become unnecessary. Sandra was more than […]

  • Jacqui Fenton-Smith

    Jacqui is very good at problem solving and she will make it her personal goal to provide solution to problems at short notice. Last month the team was preparing for customers Winter Warmer event that was due to take place on the 20th Oct, 2017 at the Haggerston community Centre in Hackney. With a […]

  • Kate Pamplin

    Kate has been a great support and has given me much advice regarding possible benefits claims. She also very kindly invited me to a really wonderful 1950's Tea Dance, where I got the chance to meet new people in my area, and also got introduced to local social activities.Nominated By: Mrs Julia D […]

  • Jean Allen

    Jean made things seem easier, she always came with a smile. She really did help me, she helped to sort out all my debts. She made me feel comfortable and made me feel like I wasn't alone. I could talk to her and tell her anything, I will miss my Monday mornings with Jean.Nominated By: Callie C […]

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