98%
resident satisfaction with the CX team's friendliness and helpfulness
Ebury
Challenge
At the first phase of this large-scale residential regeneration development delivering 110 private for sale homes, Westminster City Council required a structured approach to maintaining void apartments - alongside our white-labelled Customer Care service - following practical completion. Ongoing maintenance, compliance monitoring and asset protection were required to ensure homes remained ready for sale and occupation.
Response
Conductor CX implemented a proactive void maintenance programme on behalf of the client, including weekly apartment flushing, water temperature monitoring and regular health checks. Digital inspection reporting identified issues early and coordinated efficient defect resolution to keep homes ready for residents.
Impact
The maintenance programme protects the condition and compliance of completed apartments. Proactive inspections and consistent reporting enabled early identification and resolution of issues, ensuring homes remained well-maintained and ready for occupation while protecting the developer's assets and keeping all warranties valid.
100%
resident satisfaction with the key handover process
100%
resident satisfaction with the home demonstration process