Changing the way we work to improve your experience

Our Delivering What Matters plan sets out how we can improve our homes and our services for you and the neighbourhoods you live in. As part of this work, we’ve listened to your feedback about what’s important to you and where you live.

You’ve told us you want to see:

• Us recognising the needs of you and your family
• A reliable and responsive service
• Staff who understand your area and what it’s like where you live
• More visible estate management – helping with community safety

By understanding your needs better, we’ve been able to change the way our teams work to provide a more neighbourhood focused service:

• We have a new Estates team made up of Caretakers, Cleaners and Ground Maintenance Management. You’ll see members of the Estates team regularly out and about as they carry out inspections and continue to keep your neighbourhoods clean and safe.
• You will also have a dedicated Housing Officer for where you live, this includes if you’re a homeowner with us. They will be your go to person for anything related to your tenancy, they will support with anti-social behaviour and they’ll play a big role in getting involved in local community initiatives.

We’re currently growing our Housing team from six Housing Officers to nine, who will be supported by two Team Leaders and a Housing Manager. We’re also introducing a team of Housing Support Specialists, within our Customer Services team, who will provide dedicated administrative support to our Housing Officers so they can focus on resolving issues more quickly for you.

By increasing the number of Housing Officers, each officer will support fewer households, giving them more time to respond to you and better understand your individual needs.

Our strengthened team set up will also mean that more questions and concerns can be addressed at the first point of contact, so you don’t have to wait for answers.

We’ll be sharing more information soon, introducing you to your Housing Officer, as well as the wider Housing team, and what they can help you with.

Moving to this neighbourhood focused way of working means we will be more efficient and consistent with how we deliver services to you. We can support you to better manage your tenancies and strengthen community connections – making it easier for you to get what you need, when you need it.