Derwent Living scoops tenant communication award

Derwent Living won 'Excellence in Tenant Communication' at this year’s TPAS Awards for its collaborative approach to developing a new website. 

The project is the culmination of over 12 months of engagement activity, which involved customers at every stage.

Derwent Living faced stiff competition at the ceremony in Manchester from eight other initiatives from across the UK. Shortlisted projects ranged from tenant involvement in estate regeneration to helping people arrange bank accounts and job interviews.

The awards ceremony is an annual event which shines a spotlight on organisational excellence and aims to promote best practice across the housing sector.  Now in its twelfth year, 2019 was the first in a new and more nationally focussed format. Nominations came from a range of housing providers, councils, contractors and specialist support organisations.

Steve Atkin, marketing and digital media manager at Derwent Living, said: “We’re absolutely delighted.  It’s amazing to win such a prestigious award for the new website and be able to celebrate on the night with some of the customers who helped make it possible.

The customer engagement and marketing teams worked together to gather customer and staff feedback at all stages of the project.

“The consultation model we used, where existing engaged customer and staff groups feed into the development at every stage, gave us huge opportunities to refine features and test ideas.  It also gives us advocates and critical friends in the future when planning improvements and additional features.

“The self-developed technology which powers the site helped us deliver the project quickly and at very low cost. Some of the specific system integration work has never been done before, so we’re proud that both the engagement and technical sides of the project could combine to deliver such a great product.”

The TPAS award is the second accolade the site has won since it launched last July, following a Compliance Plus rating from Customer Service Excellence in autumn 2018.

If you’re a customer and would like to get involved with the ongoing development of the Derwent Living website, please visit our get involved section and express your interest.