Housing Officers

Our team of Housing Officers play an important role in supporting you to manage your tenancy and making sure your neighbourhood is safe, clean and well managed.

After listening to your feedback, we’ve heard that you want to see staff who understand your immediate area better and know what it’s like where you live. You told us you’d like to see more visible estate management to help with community safety and for us to deal with your enquiries quickly.

We have organised our neighbourhoods into smaller patches, each looked after by their own Housing Officer. This means your Housing Officer can get to know you better, understand your household and your circumstances and provide a more tailored and supportive service to suit your needs.

Housing Officers are here to support you in a number of areas

Tenancy

• They’ll meet you soon after you first move into your home make sure you’ve settled in and are starting well with your tenancy
• With any questions you have about your tenancy or lease
• Help you with changes to your tenancy

Neighbourhood management

• Working closely with our Estates team to make sure communal areas are kept clean, clear and well maintained
• Carrying out regular estate inspections
• Addressing concerns around fly-tipping and vandalism
• Working with our Tenancy Enforcement team to investigate reports of anti-social behaviour

Community engagement

• Getting to know you and listening to your concerns, ideas and thoughts about where you live
• Supporting community initiatives and projects, including with local partners
• Offering earlier support with financial pressures, wellbeing needs or tenancy issues to connect you with the right support both within Raven and through our local partners

You’ll see your Housing Officer more frequently where you live, as they’ll be carrying out regular visits to your neighbourhood, being proactive with tackling anti-social behaviour issues and getting involved in community engagement events. They’ll also see you for an annual visit, this means more opportunities to speak with us face-to-face.

Specialist teams for specific support

Your Housing Officer works closely with specialist teams at Raven, helping to get your queries answered as quickly as possible.

• Housing Co-ordinators support our Housing Officers with administrative tasks and supporting Customer Services to answer certain questions you may have. This will help us to resolve more queries at first contact, reducing delays to getting you the information you need.
• Homeownership team is your specialist hub for things like service charges, major works, staircasing and lease obligations if you’re a shared owner or leaseholder with us.
• Income team can help you manage your rent account and answer detailed questions about rent and charges. It’s also important to let your Income Officer know if you’re struggling to pay your rent or charges as early as possible.
• Tenancy Enforcement who are responsible for making sure that all tenants follow the terms of their tenancy and that communities are safe. They deal with reports of anti-social behaviour (ASB) like noise nuisance, harassment, vandalism or drug related activity. They work with individuals to find resolutions to issues and provide support. Find out more about anti-social behaviour here.
• 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.
• Moneywise – this team provides free, confidential support for all customers to help you manage your money, check you’re getting the benefits you’re entitled to and access grants and support funds where needed.
• Welfare team – provides specialist support when you or your family are facing difficult times like mental or physical health concerns, substance misuse or addition, domestic abuse, physical, financial or emotional abuse and hoarding or unsafe living conditions.