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Laura Bond - Property and resident services

Tenancy Officer Laura Bond says that, apart from face-to-face contact, many of our resident services carried on as normal during lockdown.

She explains: “Social distancing has meant our Tenancy team were unable to speak to customers face-to-face, so we switched to using Skype, telephone calls and WhatsApp. While some people needed a bit of help at first, it’s worked really well – we’ve even carried out home inspections for people who want to move or exchange using Skype!

We also piloted the use of an app called ‘Adobe Fill & Sign’ which is free for our customers to download and very straightforward to use. It allows new tenancy agreements and other paperwork to be signed within the app, then returned to us via email, removing the need for us to visit in person. The majority of residents have used this without any issue and have provided encouraging feedback.

What the lockdown has shown is that, while we have been using digital technology for many tasks in the past few years, we could be using it more on a day-to-day basis. Of course, talking with customers face-to-face is always preferable for some things, so it’s great that we’re able to do more of that, as the social distancing guidelines are relaxed.”

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