New build moving-in experience

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.