We are changing our landlord services, to make it easier and quicker to deliver services to our customers. The changes will allow us to focus on making sure all services are delivered to a good standard and residents receive good customer service and value for money. Customers do not need to do anything different - the ways to contact us will remain the same.
What is changing?
Our staff are being better organised to deliver services in a more efficient, customer-friendly way. In practice, we are replacing the traditional Housing Officer role with more specialist skilled roles, these staff will be better placed to help our customers and manage our homes.
The new roles will be:
- A Property Manager who will look after a local patch including estates and street properties. The duties of the Property Manager are to monitor service standards (cleaning, gardening, communal repairs, health and safety) out on their estates. They will also maintain accurate records for service charges. You can learn more about Property Managers by watching our short film.
- An office-based specialist team of Tenancy Advisors who will handle most tenancy management enquiries received via our Customer Services team and online forms. This will mean a quicker response for residents on simple matters such as mutual exchange, tenancy changes or succession.
- When a tenancy situation is complex or requires a home visit, a Tenancy Officer will take on the case and manage it to conclusion. (please note customers will not have a named Tenancy Manager with a patch; a member of staff will be allocated as needed).
These changes follow the successful introduction of our specialist Antisocial Behaviour service which has improved resident satisfaction with our response to customers experiencing problems. You can use our ASB toolkit for more information and guidance on when to contact us for help with antisocial behaviour
You can also telephone Customer Services on 0800 3 282 282 – the team aims to resolve most enquiries at first point of contact. If they cannot resolve your enquiry, it will be passed to a specialist officer who will respond to you.
Our repairs service is unaffected by these changes.
You can use our ASB toolkit for more information and guidance on antisocial behaviour and when to contact us for help.