We understand the increasing pressure of the regulatory environment and harness the breadth of property services of our 3,000-strong team across WPS and Liberty to ensure we deliver what’s needed to meet every compliance requirement – no matter the challenge. 

Delivering gas servicing contracts looking after 164,000 homes – we consistently achieve a gas compliance rate of 99.90% and have lodged more than 9,000 PAS 2030 compliant energy efficiency measures and we support our customers with DESNZ reporting.

We track and analyse compliance with tenant satisfaction measures to drive meaningful tenant scrutiny, better resolution of complaints and increased engagement with local organisations to benefit neighbourhoods. 

Tracking every task completion, all communication with residents and each appointment through to visit in MRI, we use Power BI to fully harness compliance data through: 

• KPI dashboards – providing real time updates 
• Trend analysis – to spot data patterns such as repair hotspots or locations with delays in accessing properties. This means we can then use compliance data to optimise our service delivery 
• Custom reports – tailored to individual customer requirements and provide insights on specific completed works or geographies. 

Our services are designed around your tenants’ experience to ensure they are well informed and understand what work is taking place, when and why it’s important to keep their home safe and well maintained. 

Our customer service centre is on hand from the moment a concern arises. Supporting residents to identify if there’s a straightforward fix that can solve the problem remotely through to arranging for an engineer to visit, they’re available 24/7 every day of the year. 

We map every touchpoint impacting your tenants to plan comprehensive, yet straightforward communication from before the work begins, regular engagement while work is being carried out, right through to aftercare. 

• We engage frequently, using the communication channels that best suit your tenants. From face-to-face meetings with specialist tenant liaison team members and community drop-in sessions to WhatsApp, email and push notification updates. 
• We also understand the need for strong reactive as well as proactive communications and we respond quickly to resident concerns to prevent escalation and complaints wherever possible, through tailored case management. We carry out mid-work surveys to provide feedback opportunities throughout the customer journey and complaints handling across our group improved by more than ten per cent between 2025 and 2026. 
• Acting with care, we understand the sensitivities of working within homes and our expert engineers are trained to take a safe-guarding approach with vulnerable residents, working collaboratively with local authority and social care partners where appropriate. 
• We also look for signs of other property risks outside of the immediate reason for the visit, so that we can reduce disruption to tenants. For example, if an engineer is carrying out a gas safety check, they will also assess for damp and mould at the same time to prevent an additional survey.  

A resident experience crafted from care doesn’t just mean happy tenants – it also ensures successful asset maintenance management by reducing no access issues and maximising the number of homes we can look after.  All of this is why we achieved an overall Tenant Satisfaction Measure score of 99 per cent, boast a Trust Pilot score of 4.3 and a resident net promoter score of +71. 

With rising inflation and costs while demand for social housing and tenant needs grow, we harness property data to provide asset assurance that delivers the best possible value for money. 

We take a data-driven approach to ensure that happens. By analysing property data, we provide insight on the best maintenance strategies to ensure a preventative approach that reduces long-term costs while extending the lifecycle of assets. 

For example, working with West Lancashire Borough Council, we developed an asset tagging system to capture data to inform an effective maintenance regime for servicing of more than 300 domestic air conditioning units across municipal buildings. This gave full visibility of state assets to create a maintenance schedule tailored to the age and working state of the assets. 

Everything we do is guided by our purpose of reimagining places for people to thrive and we have a long-standing commitment to helping to deliver safe, high-quality places where communities can do just that. 

We’re driving this through placed-based social value strategies that prioritise understanding what’s most important locally to improve in the places in which we work. Whether that’s focusing on local issues or creating employment, skills and training opportunities, our social value experts tailor plans that drive meaningful impact.

In 2025, across Liberty and WPS, we contributed to the generation of more than £100 million in social, local and economic value nationally. This included: 

• 745 local people employed 
• 12,274 volunteering hours delivered. 

Going forward we will scale the positive impact we can have on communities as we grow our business and have recently launched a three-year charitable partnership with community engagement organisation, Groundwork to offer opportunities to improve and benefit from green spaces and wildlife. 

We are also supporting our industry to build green skills while helping local people into careers by funding places to train as retrofit energy assessors.