New structure launched


We are very excited to launch a new structure for the Housing Management Team which has been shaped by your feedback regarding how you feel the service should work.

We have made changes to the way the staff team is organised so that we are better equipped to deliver services in a more efficient and customer-friendly way.

The new changes include:

  • A Neighbourhood Housing Manager who looks after a local area including estates and street properties for tenants and leaseholders. They’ll be supported by a team of Housing Officers. The new team will be responsible for ensuring that service standards are maintained on across all the estates. They will also keep accurate records for service charges.
  • We have created new roles for Housing Officers so that they will be more visible. Their job is to provide an integrated frontline housing management service including tenancy management, estate management, anti-social behaviour and resident involvement.
  • When a tenancy situation is complex or requires a home visit, a visiting Housing Officer will take on the case and manage it until it is completed. (Please note customers do not have a named Housing Officer within an area; a member of staff is allocated as needed).
  • We’ve strengthened our Property Services Team so that we can gain detailed knowledge of the condition of our homes. This year alone, we will be investing £21 million in order to make improvements where they are most needed.
  • A new Contract and Commissioning Team has been created, which will enable us to improve how we manage and monitor our contracts.

Engaging residents is also a priority, and we want to improve how we communicate and work with you. We have been working with residents to provide more meaningful ways to get involved and a new Customer Experience Strategy is coming out soon.

We’ll also be creating a new customer portal which will allow you to keep up-to-date on your account history, and enable you to raise service requests in a hassle-free way. In order for this to work effectively, we have sent out a ‘Get your details right’ leaflet with our summer magazine, ‘Your Voice’. Please ensure that you update your details so that you can benefit from the new modernised system. We are looking forward to working more closely with you to deliver services that meet the needs of our customers and communities.

You won’t necessarily see any major differences right from the start as we aim to make the changeover as seamless as possible.

Contacting us:

Please contact us in the usual way. Our MyAccount or online forms are still the easiest way to report non-urgent repairs at your convenience.

Our repairs service is unaffected by these changes.