L&Q partner praised for improving community engagement and resident satisfaction

The UK’s leading organisation which advocates for better communication between tenants and landlords has praised the engagement work carried out by one of L&Q’s partners on its Major Works investment programme (MWIP) scheme.

Tpas - the tenant engagement experts, known until 2016 as the Tenants Participation Advisory Service, visited L&Q’s Lewisham Park Towers in December.

Axis Europe is one of ten partners working with L&Q on its MWIP. This will see L&Q invest around £3bn over 15 years to improve the safety, comfort, and environmental performance of residents’ homes.

Residents at Lewisham Park Towers had already experienced four years of disruption during the first phase of the project to install fire-stopping and sprinkler systems.

Tpas wanted to see how Axis Europe was communicating and engaging with tenants during the second phase, which includes window replacement, structural repairs to the façade, roof replacement, extension to boiler flues, extractor fans upgrade in kitchens and bathrooms, installation of new soil vent pipes on the building exteriors and external wall insulation.

Axis Europe’s main priority was to minimise disruption and ensure the residents’ needs were considered every step of the way.

The project placed a strong focus on social value, with the creation of a community hub, activity programs, and dedicated resident liaison officers to support the needs of the diverse resident population.

Tpas has now produced a blog showcasing the good work the team has been doing in conjunction with L&Q to put residents’ needs at the heart of their approach and prioritise minimal disruption and fostering trust.

Axis Europe has achieved this through:

• Resident engagement: listening, actioning on concerns, maintaining open communications through regular updates, newsletters and meetings
• Social value: establishing a thriving community hub with activities ranging from exercise classes, creative workshops and trips
• Empathy in action: adjusting work schedules, providing home-office spaces and ensuring accessibility with translation services

Julie Butterworth, Head of Commercial Partnerships at Tpas, said:

“I had the pleasure of going on-site with Axis Europe at Lewisham Towers on their L & Q contract just before Christmas. We have put together this blog to showcase the great work on how they rebuilt trust and created a community through excellent resident liaison work.”

Rositsa Kormeva, Division Manager at Axis Europe, said on X:

“We are truly honoured to be recognised by TPAS for our work at Lewisham Park Towers. Rebuilding trust and fostering a strong sense of community has been at the heart of what we do, and it is wonderful to see the positive impact it has had on residents. I am incredibly proud of what we have achieved in partnership with L&Q and grateful for the acknowledgment of our Resident Liaison efforts. This project is a great example of how collaboration can create meaningful change in the community."

Mark Newstead, Director of Magor Programmes at L&Q, said:

“We care about the happiness and wellbeing of our residents who are always at the heart of what we do. So, it is fantastic to see that the work our partner Axis Europe has done to engage with them has met with such praise from Tpas and reflects the values we uphold as an organisation.”