As the UK's market-leading asbestos testing, inspection and consultancy service provider, we have a proven track record of successfully delivering asbestos surveys, sampling and testing within tenanted properties. To demonstrate the level of our experience in the housing sector;

• we have managed the delivery of asbestos surveys within 50,000 tenanted properties in the last 3 years alone, including working for two of the largest Housing Associations in the UK.
• inspections and testing works in domestic properties represents 10% of our annual turnover

We understand that in the housing sector, ensuring your tenants are cared for and have their expectations managed is key to ensure the works you have procured, are completed. Our significant experience in the housing sector highlights our expertise and shows that we have effective and established procedures to overcome the common challenges and issues faced when working in tenanted or owner occupied properties. 

We have adapted our standard operating procedures for planning, delivery and reporting when working in tenanted properties to reassure tenants, prioritise their safety and wellbeing, and ensure that we represent our clients as professional and trustworthy supply partners.

How we communicate with your tenants

Our dedicated Tenant Liaison Team is staffed by Tenant Liaison Officers (TLO) for professional and effective communications with tenants and residents. Their role is to liaise with tenants, book appointments, answer any queries and record the progress of surveys programmes giving you  accurate, up to date reports. To ensure we communicate effectively with your tenants we ensure that we;

• Contact your tenants ideally at least 2 weeks in advance to book appointments via letter or phone call. Our research shows that tenants feel more secure when they know whose contacting them. A named TLO will be provided as a contact for any issues or questions that your tenants may have.
• Ensure your tenants know what to expect. Our dedicated TLO will explain to your tenant what the visit from our Lucion surveyor is for and what the work entails, which areas we need to access, and how long it will take.
• Send text messages to tenants the day before scheduled appointments with the name of the surveyor and time of the appointment as a reminder if required.

To ensure we are delivering our services to everyone effectively, we are a member of ‘Happy to Translate’ and have access to tools and services that help our team communicate over the phone and in person with tenants who may not speak english as a first language

Visibility of your portfolio

To ensure you get complete oversight of what's going on in your portfolio, pending and agreed appointments are all tracked on a programme schedule , managed by our TLO. Our team list each property, the date of the agreed appointment, visit attempts, completed surveys and reports delivered, providing you with a day by day programme of tasks for booking appointments and surveys to deliver. 

The programme scheduler is a live document which will be shared with your team, providing full visibility of our progress and performance against required timescales. 

Engaging with Tenants in their Homes

We understand that as a supplier we are representing you while we are liaising with tenants, neighbours and other building occupants and will carry out works in a polite and professional manner at all times.

All of our team undergo DBS Checks every 24 months and receive training in customer service, first aid and safeguarding

All of our team members carry Lucion photo ID and wear company branded uniform. We want to ensure your tenants are not alarmed so our vehicles are non-liveried and do not have the words ‘asbestos’ or ‘hazard’ sign-written across them.

Additional Support For Your Tenants

We are always looking for ways we can improve our services to both you and your tenants. We monitor tenant satisfaction using post-survey feedback calls made by our customer liaison officers (CLO) and online feedback forms. Feedback includes both qualitative and quantitative data and we will agree target scores with you for each question set during mobilisation.

On average across our Housing portfolio, we can happily report an average KPI of 95% satisfaction overall.