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Metropolitan’s a winner!

2 October 2012


“We are absolutely delighted to receive the award and industry recognition of our efforts.”

Metropolitan was recognised for Excellence in Customer Service at the 2012 Affordable Home Ownership Awards held in London last week, with judges praising a scheme that helped homeowners affected by the riots in August 2011.

“We want customers to enjoy their homes so we strive to make things like the payment of fees and other processes as easy as possible. Our use of the Buy-Back scheme after the riots was an extension of this approach,” said Bernie Conroy, Home Ownership Director at Metropolitan.

Metropolitan’s dedicated after sales team helps customers with their shared ownership or shared equity funded homes transactions. The team supports approximately 19,000 customers who have bought homes with equity loan products such as FirstBuy, as well as home owners who bought a home developed by Metropolitan.

The after sales team was also a key element of the support provided to home owners who were rendered homeless by fires caused by the riots in Tottenham in 2011. A spokesperson for the Affordable Home Ownership Awards said the judges were very impressed with Metropolitan’s response. As Bernie Conroy, explains:

“One thing we are very proud of is our ability to respond to customer needs, especially after a crisis involving their home. We felt that our Buy-Back scheme was a practical way to use our existing policies to help residents through this difficult period. The idea was that those who had lost their homes could sell the property back to Metropolitan, at the pre-riot market rate, which would permit them to purchase another home instead of waiting until the rebuild  was completed”

Results of Metropolitan’s annual survey of customers using home ownership services showed that customer satisfaction was high, with 92% of customers agreeing they would recommend contacting Metropolitan to get help when buying a property, and 89% of customers saying they were satisfied with the purchasing process.

“Of course it’s our customers’ opinions that matter most, and we will keep striving to improve their experience through ongoing customer engagement, effective performance management and a commitment to delivering excellent products and services.” said Bernie Conroy.

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