Member Spotlight

It’s our members that make Tpas such a great organisation to be part of and what better way to show this than with our member spotlight feature.

Each month we will invite one of our members to share their engagement achievements, tips and ambitions, allowing you to keep up to date with what others are up to across the sector.

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Member Spotlight  - Fortem 

We asked Veronica Cannacott from Fortem Solutions to share some of the work they are currently doing.

If you’d like to contact Veronica about any of the below, click here.

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Give us a little known fact about your organisation

Fortem are Social Housing experts. It is our sole focus and the only sector we have worked in since inception in 2002. Our mission is to raise the bar in social housing and help our clients provide safe, warm and decent homes for people to live in.

Because Every Home Matters.

Tell us about a time that engagement has made a difference to your services or communities?

Engagement has made a significant difference during our work with Lincolnshire Housing Partnership (LHP), where early in the project access challenges risked delaying our progress and frustrating the residents. By listening to resident feedback and collaborating with LHP, we adapted our approach to enhance customer satisfaction.

We equipped our customer liaison officers with distinctive Fortem branded hi vis clothing, redesigned resident letters to improve clarity and automated reminder communications to reduce missed appointments. We also hosted local consultation events to create open dialogue with residents and integrated our CLO process into our connect system, enabling better tracking for the resident journey.

As a result, our access rates improved, disruption was reduced and resident satisfaction reached 99.4%

What are you currently working on when it comes to engagement?

This year, working in collaboration with Tpas, we will be launching our Customer Partnership Board. The Board will be launched in February. The purpose is to embed the resident voice into the heart of our business, enabling us to deliver a more responsive and inclusive service. The board will ensure that residents have a strong and meaningful voice in shaping Fortem’s services, strategy and performance. We can’t wait for it to get started!

Why did you decide to join Tpas?

Fortem joined Tpas to reflect a proactive approach to improving customer care within the construction and repairs and maintenance industry. It means that we can really start to understand the challenges that residents and our clients face and build a service that supports this.

Working with Tpas, we have designed training courses for all our resident facing staff so they are empowered to provide an excellent empathetic and quality service.

What is your top engagement tip?

Engagement needs to remain continuous, not just a one off. Listen to residents early and be transparent when communicating. Communicate clearly, keeping residents involved throughout the entire process and create multiple opportunities for residents to provide feedback and visibly act on it.

What’s the one thing you are really proud of when it comes to engagement?

When it comes to engagement, Fortem are proud of our detailed Customer Care Strategies that support all of our programmes of work. These range from Tpas training for our entire workforce, resident care plans to minimise disruption plus integrated communications that support all residents, from resident portals, animations, newsletters, workshops to help residents understand the need for the works and the process they will undergo. Transparent communication and information accessibility fosters a community where residents are not only well-informed but also actively engaged in the programme.

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Previous Member Spotlights

December 2025 - January 2025 - Lovell

October - November 2025 - GCH

August 2025 - Pembroke Estate Management Board

July 2025 - Coastline Housing

June 2025 - Colchester Borough Homes

May 2025 - Manningham HA

April 2025 - Leeds Federated HA

March 2025 - North Star Housing Group

February 2025 - Wigan Council

January 2025 - Worthing Homes

December 2024 - Lumensol

October / November 2024 - Orbit

September 2024 - Gentoo

August 2024 - Watford Community Housing

July 2024 - BFT Mastclimbing

May / June 2024 - Stonewater

April 2024 - Hull City Council

March 2024 - Partners Foundation

February 2024 - Red Kite Community Housing

January 2024 - St Leger Homes of Doncaster

December 2023 - settle

November 2023 - Flagship Group

Sept / Oct 2023 - Hinckley and Bosworth Council

August 2023 - Tenants Hub CIC

June / July 2023 - Dovecotes TMO

May 2023 - Stockport Homes

April 2023 - TPTracker

March 2023 - Metropolitan Thames Valley

February 2023 - West Kent

January 2023 - Fairhive

December 2022 - Platform Housing Group

November 2022 - Integrated Solutions - City Plumbing

September / October 2022 - Homes Plus

August 2022 - Aspire

May 2022 - Arches

April 2022 -  Acis Group

March 2022 - wdh

February 2022 - Michael Dyson Associates Ltd

January 2022 - South Yorkshire HA

December 2021 - Gateshead Council

November 2021  - LiveWest

October 2021 - YMCA Thames Gateway

September 2021 - Bernicia

August 2021 - Anglian Building Products

July 2021 - Warrington HA

June 2021 - Futr

May 2021 - Vale of Aylesbury HT

April 2021 - Aaron Services

March 2021 - Soha

February 2021 - North West Leicestershire DC

January 2021 - Vinci Facllities

 

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I'd like to be in the spotlight

If you'd like to be featured in our Member Spotlight and highlight the work you are doing, please get in touch by emailing lisa.holt@tpas.org.uk.