On Wednesday 21 August, we had the pleasure of welcoming several owners from various developments to discuss our factoring service.
This session, hosted by Arneil Johnson, who are conducting an independent review, provided valuable insights into what we're doing well and where we can improve.
We discussed what areas of our service that owners were happy with and what areas they were not. We had lots of really helpful feedback good and bad that will help to inform us about how we want to provide services in the future.
Key themes were:
STOP
- Vague invoicing
- The weeds
- Poor communication
- Bureaucracy
START
- 5-year plans
- Factoring portal
- DOING – follow through on communications
CONTINUE
- Honesty
- Dialogue
- Interest in improving the service
- Listening
The main outcomes were that owners want clearer transparent billing information and they would like a portal where they can log on to look at their accounts, follow repairs and get information and updates.
If you want to be part of this discussion please contact Shelagh Kirk at ShelaghK@loreburn.org.uk or on 07741 260 721
