Last night at the TPAS Cymru National Good Practice Awards 2026, we won the Tenant Focused Contractor award for our repairs service, Llanw! We also took home second place in the Tenants Influencing Decision Making category for our Our Garden, Our Choice project.
The night was made even better because we invited some of our customers along to celebrate with us. A huge thank you to Jennifer Smith and Colin Battrick for joining our table. They constantly support us, challenge us, and genuinely act as the voice of our customers to help us improve our services. It was fantastic to have them with us.
These awards belong to everyone, our teams, our partners, and most importantly, our customers who work alongside us every day to build stronger communities.
Putting tenants first
When we launched Llanw in April 2024, our goal was to transform our repairs department into a service with a “commercial engine and a social heart”.
We wanted to build something that truly listens and responds to our tenants. Thanks to the hard work of our teams, we have driven post-repair customer satisfaction from 65% up to 95%.
The judges looked at how we put tenants at the centre of our work, listen to feedback, and support people through their repair journeys.
We won because of the real differences we are making together:
- We expanded our working week to offer evening and weekend appointments so you don’t have to wait at home all day.
- We also introduced “Track our Trades” software, so you know exactly when we will arrive.
- When you told us our phone lines were too complicated, we listened and immediately simplified the options. We also restructured our support teams to make hundreds more outbound calls every month to get follow-on work booked in much faster.
- Our teams have embraced Equality, Diversity, and Inclusion training so we can better support customers with additional needs, such as verbally explaining repair progress to visually impaired tenants.
- We also welcomed a Welsh speaker to the team, so native speakers can comfortably report repairs in Welsh.
Our Garden, Our Choice
Taking second place for Tenants Influencing Decision Making is another incredibly proud moment for us. This project celebrated how we moved our grounds maintenance service in-house across seven community living schemes by putting the voices of 178 customers directly in the driving seat.
Instead of just re-tendering an external contract, we chose to listen. We brought our Estates Team out to meet residents face-to-face to build trust and design the service together.
We didn’t just reclaim beautiful outdoor spaces for residents with mobility issues; we also passed those savings directly back to our customers, reducing their weekly service charges by an average of £1 a week.
These awards prove that when we work collaboratively, think differently, and lead with kindness, we can make a real difference to people’s lives.
Thank you to our amazing teams, our dedicated partners, and our brilliant customers for making this success possible. Let’s keep working together to build homes and strengthen our communities!