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Moving into a new build home hero

New build moving-in experience

June 2024

We recently contacted customers who had moved into new build properties within the last twelve months. It's important to us that we understand the customer experience, what works well, and where there are areas that could be improved.

Thank you to everyone who completed our survey. It's good to know that most of you are happy with your new homes and found the home user guide and information useful.

You said, we did

The first thing we noted was that the main frustrations for you as new homeowners were setting up your new utility and broadband providers.

We know that moving home is very often difficult and stressful, but moving into a new build home brings additional complications while broadband and utilities (gas, electric and water) are set up and connected for the first time. Utility companies will provide the infrastructure, but they need new customers to sign up directly, which means we can’t do this on your behalf.

Meter readings

We will email you with your meter readings within 24 hours of moving into your new home or hand you a written note and follow that up by email. At handover, we will also show you where to find your meters.

Checking utility companies and others have your postcode

We always call the council to check that they have updated their records with new homes information. This is then used by utilities and banks to check your new home exists on their databases. However, it can take time to flow through the various systems. This is usually the reason why a customer in a new-build might call to register with utility companies only to find that their new address is not recognised. We know this can be frustrating!

At pre-tenancy interview and viewings, we will advise the name of your utility provider so you can start talking to them about registering.

Broadband

We understand your frustrations with broadband and moving into a new build home. We share those frustrations because we are reliant on third party providers to make the connection and put in the right infrastructure. We work to ensure that broadband is ready for you when you move in. Where possible, we will provide an emergency connection – we did this last year when a broadband provider failed to deliver.

For new home developments where Selwood Housing is the developer, we’ll put in a connection that will give you a choice of providers. This will allow you to move with your existing provider if you choose, but we can’t always guarantee this.

It is more difficult on new build homes where we are buying from a developer as we have less control. Sometimes, the developer will offer broadband connections that allow a choice of provider. Occasionally, it can be a fixed provider for the first year. At other times, the developer provides the infrastructure for a specific broadband provider. We will share the customer feedback with our developer partners.

Unfortunately, across the country and in rural areas, broadband is not all equal! That is out of our control, but the government is working to roll out better coverage, especially in rural areas.

As a result of this feedback, we will add more information to our home user guide about broadband and make it clearer earlier in the lettings and handover process if there is one or more choice of providers, and if you can transfer your existing deals.

At pre-tenancy interview and viewings, we will let you know who the broadband provider is and if you can transfer your existing provider, so you can start talking to them about registering for their service(s).

Gardens and lawn

For all new homes, we will lay a grass lawn as standard. We try to ensure the new lawn is laid before customers move in. However, there are times where this is not possible because of the weather, or because we have been let down by our supplier. When this is the case, we will check with you the most convenient time to lay the turf.

We will review how we carry out and record checks on newly laid lawns.

We will review and add to the advice we give on looking after a new lawn and update our home user guide and moving-in information.

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2 days ago
Selwood Housing

Here's a snapshot of our 2023/24 ESG achievements, as detailed in our annual report here: ecs.page.link/SdX6h

We join a growing number of housing providers in adopting the principles of the Sustainability Reporting Standard for Social Housing, aligning it to our business process and key strategies like development and asset management. We believe it will provide direction and transparency in our achievement of key sustainability targets like EPC C by 2030 and net carbon zero by 2050.
... See MoreSee Less

Heres a snapshot of our 2023/24 ESG achievements, as detailed in our annual report here: https://ecs.page.link/SdX6h 

We join a growing number of housing providers in adopting the principles of the Sustainability Reporting Standard for Social Housing, aligning it to our business process and key strategies like development and asset management. We believe it will provide direction and transparency in our achievement of key sustainability targets like EPC C by 2030 and net carbon zero by 2050.

2 CommentsComment on Facebook

Just had our bungalow upgraded with cavity wall, mold proofing, fachers, roof went from a D to a middle C the radiator especially the new one are set as low and it's a greenhouse, saved and going to save a fortune on heat this year thank to Sean Bowden, Nick White, Pete Knight and there team. Yes it's a hassle, yes it takes time, yes there is mess for while but we'll worth it, getting these jobs done helps with heating expenses and helps the environment so win win cannot praise it enough. Looking forward to the next stage and getting solor panels hopefully not in the to distant future. Now all selwood need to do is figure out car electric charging points and I think they'll be sorted. Upgrading the bungalow for us has been a game changer for that I can't thank Selwood enough.

Wish they would upgrade our Bungalow it costs a fortune to heat in the winter ☹️

4 days ago
Selwood Housing

We’re proud to say that in the last financial year, we distributed £22,835 to help our communities through our Stronger Communities Fund. 15 local projects were supported and included community gardens, local skate parks, youth centres and nurseries.

Take a look at what we have previously funded on our website, and help us spread the word – the current application window closes in 7 days time. ecs.page.link/BFFto
... See MoreSee Less

We’re proud to say that in the last financial year, we distributed £22,835 to help our communities through our Stronger Communities Fund. 15 local projects were supported and included community gardens, local skate parks, youth centres and nurseries. 

Take a look at what we have previously funded on our website, and help us spread the word – the current application window closes in 7 days time. https://ecs.page.link/BFFto

3 CommentsComment on Facebook

We are extremely grateful for your amazing support to our community baby and toddler group! Xx

Pity you didn't help.your tenants

Same old dribble from Selwood Housing here. What they don't understand is the amount of time we have all reached out for something and they don't listen.

1 week ago
Selwood Housing

Tuesday is the deadline for customers to contribute to our 2024 Customer conversation. We use the results of these three-yearly surveys to create effective and appropriate involvement opportunities for our customers. We will also share them with the rest of the organisation so that all of our services can continue to be developed with the customer in mind. We had a great response to our last all-customer survey. You can see the results and what we did with them here: ecs.page.link/Fxivi ... See MoreSee Less

Tuesday is the deadline for customers to contribute to our 2024 Customer conversation. We use the results of these three-yearly surveys to create effective and appropriate involvement opportunities for our customers. We will also share them with the rest of the organisation so that all of our services can continue to be developed with the customer in mind. We had a great response to our last all-customer survey. You can see the results and what we did with them here: https://ecs.page.link/Fxivi
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