For almost a decade, mhs homes – the largest independent landlord in Kent – has trusted Liberty to keep thousands of social housing residents safe, warm and protected. Our resident-first approach – which places the people living in the homes we work in at the heart of our services – has supported mhs homes in improving tenant satisfaction scores across the board.
This commitment has been recognised with a 10/10 Net Promoter Score (NPS) – reflecting highly positive sentiment and strong advocacy from the client. Regular check-ins and open communication have been central to the success of our partnership, with our latest customer satisfaction score of 89 per cent reflecting our strong commitment to working collaboratively with tenants.
Kathryn Dougall
Assistant Director of Asset Management at mhs homes
With a portfolio of over 10,000 homes, close collaboration with the mhs homes team has been vital to our success in delivering services at scale while maintaining quality and pace. We’ve achieved this by building a strong on-site presence and leveraging our local insight to deliver innovative solutions that work for homes across the region.
Being in close proximity to our client has helped us to understand their daily needs, identify and deal with challenges as they arise, and work as part of their team to maximise time and resources.
By equipping our heating engineers with customer services training – enabling them to communicate clearly with residents and explain each stage of the heating service during visits – we’ve helped mhs homes reduce pressure on their contact centre. A dedicated resident liaison officer also works closely with tenants, providing extra support by answering questions and addressing concerns – keeping them informed at every stage.
Aligned closely with our client’s day-to-day operations, Liberty continues to consistently maintain 100 per cent contractual compliance, remaining responsive to both legislative change and evolving client needs.
With the implementation of Awaab’s Law, achieving compliance on time was crucial and we worked closely with mhs homes to create innovative bespoke solutions to ensure that they were able to meet the mandates of the new legislation without disruption to resident services. We continue to work with them to ensure that they are compliant with the Decent Homes Standard as well as the new consumer regulations, which require landlords to provide safe, quality homes, ensure accountability, and involve residents in decisions.
Transparent communication is fundamental to the success of our partnership. Shared processes ensured alignment – including daily reporting and real-time visibility of any homes without heating, enabling vulnerabilities to be prioritised quickly.
This approach extends to residents. Together, Liberty and mhs homes developed clear guidance outlining the process for quotes and new installations, helping manage expectations and keep tenants informed throughout. Enhanced resident communication – including letters, advice and service improvements – have contributed to consistently high levels of customer advocacy and tenant satisfaction.
Engineers update job statuses in real time, supporting faster rebooking and completion within target timescales. Strong relationships with our trusted supply chain partners ensure minimum stock levels are always maintained, improving response times and enabling priority callouts to be handled quickly.
Underpinning all activity is a robust compliance framework, supported by planned service programmes, daily monitoring and dedicated administrative oversight – ensuring consistently high standards, transparency and accountability.
Karen Sloan
Divisional Director for Heating and Compliance at Liberty
