In the weeks leading up to lockdown, the team here at Co-Ownership was totally focused on what we needed to do to support our customers, as we, and they, navigated the choppy waters of COVID-19, writes Co-Ownership’s Glynis Hobson.
Our opening words to customers became our mantra – we understand this is a difficult time, but we are here to help. There is something liberating about being so focussed on a compelling purpose, and being inspired after seeing the important work being done to save lives, we knew we had to do our small part and what we could to ensure our Co-owners felt safe in their homes. We take pride in helping people become homeowners, and our team were full of energy and commitment. Although those initial calls were tough, we felt like we were really making a difference.
In the first few weeks, customers were appreciative that we were there, that we were able to put their minds at ease and sign-post help for them. What struck me was how few of the Co-owners we were talking to had ever had to rely on support, or others for help, and the impact that having to do that was having on them. As time moved on, the volume and intensity of customer contact shifted and as a team we felt like we had achieved stability. Our remote working and ‘disaster’ recovery phone service was performing well, and we were able to speak to any customers who needed us, and to make arrangements to support them.
Our focus has been to walk in our customers’ shoes – asking ourselves what support they need and what more could we do to be helpful. This pandemic has inevitably brought a lot of mis-information with it across a number of industries which causes distress and confusion. Customers will judge all the organisations that they deal with now on what they do and how they’ve conducted themselves. At Co-Ownership, we need to be sure our delivery consistently meets expectations, that the information we provide is sound.
This is a challenging period for all of us, as things are shifting again and as the crisis evolves, customers’ expectations are evolving quickly. Potential new Co-owners are already calling us asking when we’ll be able to take new applications. We’d love to start working on these applications now, but because buying a home really depends on being able to visit it, and to have a valuation, doing so now during lockdown is just not possible. The key for us will be being ready to go when the market opens.
For us, the next phase is even more challenging. Lots of people’s circumstances have changed and for some this will mean that, for the immediate future, progressing to home ownership is not an option. We’re already working closely with stakeholders to build a common understanding. For some people, the wait for homeownership because of COVID-19 will be a little longer than they would have hoped – but they can be assured that at Co-Ownership it’s our goal to get people on to the property ladder when the time is right.
How will things look over the next few weeks and months? We’ll be taking the same approach that we’ve taken so far and putting ourselves in the customer’s shoes – doing what we can for people, helping them, guiding them. I for one can’t wait to start helping people to become homeowners again.
