Published: 16 December, 2016
• In response to the letter about the relocation of CityWest Homes’ Soho estate office (Estate office closure makes no sense, December 9) I wanted to set out our position and reasoning behind our proposals in more detail.
We did not develop the proposals to relocate the office to nearby Lisson Green lightly, and our plans will see a much-improved service for all our customers in the area. We monitored the number of visitors the Soho office received from January to June 2016 and found that it gets, on average, only three visitors a week, with the vast majority of enquiries via phone or email.
As a result, it makes little sense to have an office in the area that receives so few visitors and staff unable to proactively deliver the service.
However, we are well aware that a few of our residents do rely on the office, and we have developed a new, enhanced service offering to ensure their needs are met.
The new proposals will see regular, local surgeries every week and significantly more opportunities for home visits, where we can deliver our services direct to the home. This will mean all our customers, especially the elderly and vulnerable residents who may occasionally need to visit the office, will get many more opportunities to engage directly with us. We are also rolling out a text alert system so we can keep customers informed of urgent issues within the area.
For the vast majority of our residents – around 60 per cent – the new office will be closer to them, and will offer many more services, so residents will get a much quicker and more efficient service than at present.
It is simply not practical to keep open an estate office with so few visitors each week, especially when we have the opportunity to provide a more proactive service to meet customers where it suits them.
CEO, CityWest Homes