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Customer and Resident Satisfaction

At Countryside we believe in putting people first. We want our customers and residents to be delighted with the quality of our affordable housing service.

This starts with consultation. For any estate regeneration to be successful it’s imperative to gain the support of local people not just during the planning, design and construction phases but also for the long-term management of the new community.

We are masters at working and consulting with resident communities so that all sections of society are involved in the process.

As building progresses our on-site Resident Liaison Managers further consult with residents and inform them of developments, taking their needs into consideration as much as possible.


We recognise we are often working in and around people’s homes so we operate a Considerate Contractors Code of Conduct, ideally drawn up in conjunction with local people.

We involve residents in the design of their new homes and provide an ‘It’s Your Choice’ service so they can choose the fixtures, fittings and finishes they want to make their new or refurbished affordable property feel like home.

Brook Valley Gardens lifestyle corporate photo
Brook Valley Gardens, London
Customer satisfaction is important at Countryside

To achieve customer satisfaction we rely on a suite of quality management systems, including ISO 9001 and ISO 14001. We also measure our performance through scheme specific and generic KPIs and in addition we commit ourselves to continuous improvement.