Home » Insights » Why resident experience is central to winter planning
By Linda Burrows, Head of Customer Experience at Liberty
As winter approaches, housing providers across the UK are focused on preparing homes for colder weather.
But successful winter planning is about more than operational readiness. It is also about the experience residents have when they seek support.
Looking beyond the asset
When temperatures drop, demand on housing services inevitably increases. Heating issues become more urgent, contact volumes can rise and vulnerable residents may require additional assistance.
While maintaining homes remains a priority, housing providers must also consider how residents experience their services during periods of increased demand. A heating system may be operational, but if communication is unclear or support is difficult to access, resident satisfaction can quickly be affected.
Taking a proactive approach before winter arrives can help organisations better manage demand while providing residents with the reassurance they need.
The role of communication
Clear and timely communication is one of the most effective ways to support residents throughout the winter months. Providing information on what residents can expect, how to report issues and where to access support helps build confidence and reduces uncertainty. It also allows organisations to manage expectations and create a more consistent customer experience.
Often, the difference between a positive and negative experience comes down to how informed a resident feels throughout the process.
Putting residents at the heart of planning
At Liberty, we work closely with housing associations and local authorities to support winter readiness programmes across thousands of homes. While operational planning is essential, we know that the most successful approaches also place residents at the centre of decision-making.
This means looking at services through the resident’s perspective. How easy is it to report a heating issue? Are vulnerable households identified and prioritised appropriately? Do residents know who to contact and what support is available? By asking these questions early, organisations can strengthen both service delivery and resident confidence before winter pressures begin to build.
Supporting vulnerable residents
For some households, particularly older residents, families with young children and those living with health conditions, the impact of a heating failure extends far beyond inconvenience. A warm and safe home is fundamental to wellbeing. This makes responsive customer service, clear communication and effective prioritisation essential components of winter resilience.
Ensuring vulnerable residents receive the support they need quickly can have a significant impact on both outcomes and overall satisfaction.
Working together to deliver better outcomes
Strong partnership working is another key factor in successful winter preparation. When housing providers and delivery partners work collaboratively, they are better placed to anticipate challenges, respond efficiently and provide residents with a seamless experience. Shared planning, consistent communication and a clear focus on customer needs can help minimise disruption and improve service performance during the busiest periods.
As winter approaches, the organisations best placed to succeed will be those that balance operational excellence with exceptional customer care. Heating systems, compliance programmes and maintenance activities all matter. But ultimately, winter readiness should be measured not only by how effectively homes are prepared, but by how supported residents feel when they need help.
Alongside our 24/7/365 customer service teams, Liberty’s Customer Hub provides residents with a convenient way to access information and seek support throughout the winter months and beyond.
