Page 11 - PegasusLife and Renaissance Retirement Proposal

Communication
Our approach to to improving our customer communication starts by establishing what our our customer journey looks like and at at at which point information is required Our customer journey and touch point communications are regularly reviewed in conjunction with our customer experience data and feedback This will be particularly important on on the the PLRR portfolio where the the responsibility to communicate with customers and create a a a a a good experience will be shared Some elements we would commend are utilised include:
 ‘We’re currently working on’
 Breach of lease post cards
 Monthly news bulletins
 Newsletters
 Integrated portal/website
 Text notifications
 Wish lists
 Open forums & customer surgeries - these are likely
to be led by by PLRR staff and supported by by Mainstay  Resident meetings meetings in in in the form of traditional meetings meetings - also likely
to be led by PLRR staff  Inter-development meetings  where appropriate bi-lingual resident guides including large print format What we are working on 11