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Resident Care is a key driver in our business

As many of you know, one of the key drivers in our business is how we look after the residents in
whose homes we work.

For many years we have made a great effort to find effective ways of capturing the feedback of
residents, we review it, use it to make improvements and adjustments in the way we operate if
required, and we publish it for all to see. It is something which is very important to our culture.

I spent a little time last week reviewing the latest feedback to come into the business, and whilst I
am delighted that we continue to trend in the very high 90’s in terms of overall approval percentage,
it was these comments which really struck me.

‘Being disabled I am very wary of any strangers and it was good to have someone who had respect
and was very pleasant’ – Mrs C, Folkestone

‘Whilst it took several weeks for the window to be replaced, the engineer’s courtesy and kindness to
my elderly mother compensated fully, very professional in his manner on both visits’ – Mrs E, Hythe

‘I don’t know the engineers name but was really pleased with this young man. Could not have been
more helpful’ – Mrs B, Folkestone

‘The Engineer was very approachable, tidy, polite and funny’ – Mrs R, Folkestone

What these comments told me was that we have instilled exactly the culture we want in our
business, to show courtesy and respect to residents, and to understand that our approach is
important to them when we enter their homes. We have always been clear on drawing a distinction
between a property, and someone’s home, and these comments illustrate that our whole team have
grasped and fully understand the importance of the way they go about their day to day business.

Congratulations to all the team at Mila Maintenance. I would also be really keen to hear how others
approach residents care and how they gather and assess feedback. Please get in touch,

Thanks Tristan

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