Every year, we publish our Residents’ Report to share an overview of how we’ve invested in our customers’ homes and improved our services by listening to their feedback.
We’re pleased that our overall customer satisfaction with our services is 73%, an increase of 2% from the previous year. We’re constantly looking at ways to improve, which is why we’ve been working with Axis Europe, or repairs partner to reduce the time they take to complete repairs and improve their responsiveness when customers contact their call centre.
Our Chair, Victor da Cunha, and CEO Josie Parsons share their insights and successes from the past year and look ahead to the future of Local Space.
“During this past year, we have continued to strengthen our financial position, ensuring we are well-equipped to provide better services and maintain the quality of your homes. One of our significant achievements was bringing the management of over 600 homes back in-house. This change allows us to ensure that all maintenance and services meet our high standards, improving your living experience.”Victor da Cunha, Chair, Local Space
“We have continued to invest in our homes, including making our homes cheaper to run for the families that live in them. Some key successes have included the delivery of over 200 new homes in London for homeless families. We maintain our commitment to improving our services for our customers and we can already see the impact of our work to improve customer satisfaction with Local Space.”Josie Parsons, Chief Executive, Local Space
What does the report cover?
The report covers the period from 1 April 2023 to 31 March 2024 and focuses on:
- Investing in your homes
- Our performance
- Supporting you during challenging times
- Giving our customers a voice
- Our people
- Financial reports
We would like to thank our dedicated staff at Local Space for their hard work in supporting our residents and providing essential services. We’d also like to extend our gratitude to our Board, Residents’ Panel, local authority partners, the Greater London Authority, our lenders, and other strategic partners.