Revamping Our Client Application and Intake Process: A Step Towards Better Service Delivery

Executive Director poses for a photo with a homeowner.

At Rebuilding Together of Greater Charlotte, we believe in constantly evolving to better serve our community. As we continue to provide critical home repairs and accessibility modifications that ensure safe and healthy homes for neighbors in need, we are taking a bold step to improve the way we connect with and support those we serve.

Starting at the end of September, we have paused our client application process. This temporary pause will allow us to revamp how low-income homeowners apply for our necessary services and ensure we deliver a more efficient, streamlined, and less frustrating experience.

Why Are We Pausing?

RTGC has been providing repairs in the Greater Charlotte since 2010. Over the years, we've listened closely to feedback from prospective, current, and past clients, as well as other partner organizations in the home repair space. One thing is clear: our process can be improved. The time between submitting an application and starting a project can sometimes be too long. Additionally, we understand that the need to recertify income after a six-month wait has been an added burden for many of our applicants.

What’s Next?

Over the next few months, our dedicated staff and board members will work together to incorporate feedback from clients and partners, rethinking and redesigning our intake process. Our goal is to reduce the time it takes for clients to move from application to project start. We also plan to eliminate the need for income recertification after six months, ensuring that once you're approved, you're set for the duration of the process.

Our Commitment to You

This initiative reflects our ongoing commitment to innovate and improve our service delivery, enabling us to reach more clients each year while delivering a best-in-class experience. By simplifying the intake process, we hope to make it easier for homeowners to access the critical repairs they need without unnecessary delays or frustrations.

We appreciate your patience during this time of transition. We are excited about the changes ahead and look forward to resuming applications with a renewed focus on an efficient client experience. Together, we’ll continue building healthier, safer homes and communities in Greater Charlotte.

Thank you for your trust and support. We’re excited to serve you better.