Boiler House & Hoola

Challenge

Across two residential developments within major urban regeneration projects, existing Customer Experience processes required review and alignment within the team. The client needed clearer systems and communication strategies to better support resident move-ins, handovers and ongoing aftercare management.

Response

Conductor CX developed a clear vision for the Customer Experience function aligned with the client's people-centred ethos. Working with development teams, contractors and building managers, we implemented cohesive communications and structured move-in and aftercare strategies via our white-labelled Customer Care service.

Impact

Streamlined systems improved coordination across teams and created a more organised approach to snag and defect management. Clear communication and efficient issue resolution strengthened resident trust and delivered consistently high levels of satisfaction across both developments.