King's Cross Regeneration

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Image of King's Cross Regeneration Restructured roles and accountability,Streamlined defect resolution processes,Scalable in-house model delivered

Challenge

With King's Cross maturing as one of London's most significant regeneration schemes, Related Argent sought to further raise the bar on Customer Care and Experience. More structured accountability, improved systems and enhanced training were desired to match the development's scale and deliver the resident experience their reputation demanded.

Response

Conductor CX audited existing systems and workflows, redefined roles and improved operational processes. We introduced best-practice frameworks, targeted training and technology solutions to strengthen service delivery. Streamlined reporting was introduced to support more effective management of defects and resident communications.

Impact

Operations became more structured and efficient, improving the speed and clarity of defect resolution while strengthening team capability. The changes enhanced the resident experience and created a scalable in-house Customer Care model capable of supporting future phases across the wider development.