Newlon Housing

Newlon Housing Trust is a not-for-profit Community Benefit Society and charitable housing association. Newlon owns or manages around 8,000 affordable homes, primarily in nine boroughs in north and east London, with many more in development.

“…We have an excellent partnership with CSS and I genuinely regard it as that. We have frank and honest discussions about how to get the job done and they are willing to change the way they work to meet the ever-changing needs of our sector. The management is very strong from top down to supervisor and this makes it easy to get things sorted out without any issues. In many cases CSS go beyond the contract terms on our sites to delight our customers and they are well regarded…”

Service Challenges

Newlon were seeking an efficient service for their 3000+ properties, with high levels of auditable compliance.  The client also required a safety-focussed culture, with enhanced customer service delivery and flexible operating model to meet changing customer needs.

City Security re-designed the existing resource structure to create more cost-effective deployment, with dedicated and enhanced leadership to invest in training, compliance and resident engagement.  CSS invested in technology platforms to enable proactive service planning, delivery and adaptation.

Our solution offered an immediate 9% saving, without any compromise to safety and service performance.  Our technology solution improved compliance to record levels and resident satisfaction exceeded 96%.