National refurbishment and retrofit contractor, Lovell Renew, has become the first commercial organisation in the UK to be awarded accreditation from Tpas, the country’s leading tenant engagement body, under its new standards.
The accreditation follows a rigorous, independent assessment process, which included staff interviews, resident meetings, workshops and surveys, and desktop reviews.
Tpas evaluated the contractor’s tenant engagement approach under its updated standards: governance and transparency; scrutiny; business and strategy; complaints; information and communication; resources for engagement; and community and wider engagement.
In awarding the accreditation, assessors praised the Lovell people-focused approach to customer experience and its approach to apprenticeships, local employment initiatives and social value, as well as its ‘close-knit and supportive culture’. They also commended Lovell for how it handles complaints, noting its commitment to resolving issues quickly and respectfully.
Caroline Lovelace, Customer Experience Manager at Lovell Renew, said: “We are thrilled to be awarded this Tpas accreditation. Our teams, particularly our Resident Liaison Officers, work hard every day for residents and this demonstrates our commitment to putting residents at the heart of what we do.
“Residents are always at the forefront of our minds when we are working in people’s homes making them better, warmer, safer, and healthier.
“This accreditation shows the effectiveness of our people-focused delivery and how seriously we take our responsibility to people living in the homes in which we work.
“We would like to thank the Tpas team, and we look forward to building on our commitments with an action plan for continuous improvement over the next 12 months.”
Residents consistently highlighted the high regard Lovell places on safety and respectful behaviour in their homes. Resident Liaison Officers were recognised for tailoring engagement to meet individual needs — such as adjusting visit times to accommodate daily routines.
The wider community impact delivered by Lovell was also highlighted, with programmes such as ‘We’ve Got You’ in Birmingham singled out for creating em
ployment and training opportunities for care-experienced young people.
Emma Gilpin, Head of Consultancy at Tpas, commented: “Tpas is delighted to have awarded Lovell with Tpas Contractor Accreditation for three years. Lovell’s unwavering commitment to bring lasting change to the communities in which they work, their competency, credibility and commitment to achieving brilliant tenant involvement standards is rightly recognised with this achievement.
“They are the first commercial organisation to achieve this accreditation under the new ‘Tpas Contractor National Engagement Standards’ after their revision and re-launch in late 2024.
“Lovell are valued Tpas members, and we look forward to continuing to work with them, sharing their learning and good practice across the sector as an organisation committed to excellence in engagement.”
Lovell had previously achieved accreditation under the former standards in 2012, 2016 and 2019.
The accreditation lasts for three years with reviews taking place every 12 months following the date of award.
Header image from left to right: Lovell Resident Liaison Officer Kirsty Davies with a resident
