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Making a Difference

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Making a Difference

As we reflect on the year it’s always nice to think back to the moments we’ve made a real difference, whether that be within our family or friend groups, or professional lives. We always value the feedback we receive from customers and our team, as it allows us to continually improve our service offering and way of working. We thought it would be fitting to revisit some of the highlights where our team have made a difference in 2021:

 

Estates Service Adviser Christina received some glowing feedback from the family of a resident whom she recently assisted in purchasing a flat at one of our Estates.

“Christina's management of the RLHA side of my mother's purchase of a flat was very impressive. She worked hard throughout the process, responding promptly and in a friendly way to our queries. At the final fence she was particularly brilliant, getting clearance on an unusual legal technicality and doing so within a couple of hours, allowing us to exchange that day. We avoided a delay which would have pushed completion to after Christmas, and been very disruptive and upsetting for Mum. This was a great introduction to RLHA and I know that the management of Mum's new home is in good hands.”

 

Sometimes it’s just recognising the sustained efforts of an individual, who always works to the best of their ability, like Dennis one of ELM’s Estate Managers.

“Can I take this opportunity to let your organisation know what an asset you have in your manager, Dennis. A person who goes above and beyond, a rare commodity in my opinion.”

 

Or taking the time to share our knowledge and experience.

“I wish to thank you for the information you provided on lease extensions and the subsequent meeting. I would like to take the opportunity to say how happy I am with ELM as our freeholder”­

 

Doing our best to keep customers informed and involved at every step of the way.

“Louise and the HR team have responded brilliantly to our request as a Residents' Association to be involved in the replacement of our Estate Manager”

 

It’s giving that extra bit of effort to make something special, like our Leadership Team taking the time to hand write and sign Christmas cards for all of our Estate Managers to ensure they know how much we value each and every one of them.

“I feel honoured and privileged that you each take time out of your busy schedule to sign a Christmas card for [me] Wow! Thank you.  Year-by-year this has not gone unnoticed”.

 

And sometimes it’s just the little things; we like to celebrate big birthdays and anniversaries for our leaseholders and make sure we keep track of these so we can do something to mark the occasion.

“Thank you for the beautiful flowers you kindly sent to me on my 95th birthday, they have given me so much pleasure”

 

Big or small, making an effort never goes unnoticed, and in line with our mission statement:

It’s always our goal to ‘make a difference’.

"My mother has lived here for 10 years now and has the best of both worlds, the independence which she values and the friendships of the other residents"

Mrs N. Aldershot

Contact us


Head Office
Building 2
Archipelago
Lyon Way
Frimley
Surrey
GU16 7ER
T: 01252 356000
F: 01252 356001
E: customerservices@elmgroup.org.uk
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