Osborne Property Services join Tpas

Wednesday 17th of February 2016

Read about our latest member

Osborne Property Services joined the Tpas family at the end of January. They are one of the leading construction businesses in the UK focused on creating structures and spaces that provide an environment for people to thrive in, and solutions for customers that provide a better experience during the creation. We spoke to Jo Fletcher, Assistant to the Managing Director who told us why it was important for Osborne to be a member of Tpas.

Why did you take out membership?

We have made a strategic decision to shift our positioning from being an operational led business to a customer focused service provider placing the customer at the heart of everything that we do. Tpas is a great way for us to connect with customers/residents and learn from residents what’s important and what we can do to bring about positive change.

What are you looking to get out of your membership?

The membership comes with many benefits for us, and we will be sure to explore many of them.  Last year we attended the Tpas annual conference (as non-members) and this was a great event for networking, taking away valuable insights into what’s important as well as to measure our community commitment against what residents expectations are. As members we have secured our place this year and very much look forward to attending again and sharing experiences.

Why is tenant engagement so important to your business?

Tenant engagement is critical to how we do business.  It is the resident/customer that can provide us with the openness, honesty and information that enables us to review processes to improve efficiencies in our service. We have recently carried out a series of Customer Journey Mapping sessions which have proved a truly valuable tool.  We want to understand how we make customers/residents feel at each interaction.  What better way to learn than by listening to those who receive the service.  Having a room full of residents who are happy to share their experiences, has enabled us to see things from their perspective.

We are continuously looking at ways to not only improve our service but to add value to the communities in which we work.  We have a dedicated community investment team who are committed to supporting local initiatives through employability, improving facilities, school safety talks, supporting charitable events. Read more about this in our Community Matters Newsletters.