Improving services
Last year we undertook our ‘Big Conversation’ customer survey. Some of the key feedback suggested that housing officers were not visible in our communities. To address this, we have significantly increased our frontline customer facing team and we now have more than ten Tenant Partners, who have since reached out to introduce themselves to customers.

Customer Service Centre
Our Customer Service Centre is now at full resource and customers are not having to wait more than 6 minutes to speak to an advisor – a great improvement from December/January – and we are working to improve this further still.

Professionalisation
We are keen to build our relationship with our customers and ensure that the new team is fully equipped for this journey. We have staff undertaking professional qualifications, and we will be delivering a range of housing and tenancy management training to all Tenant Partners. Our Asset Officers will also be completing training on building pathology/damp and mould, and construction management.

Help with arrears or income support
For any constituents needing to discuss issues relating to payment of rent, utilities or wider debt issues, they can contact our Affordability Officer Cath Stone directly on 07974751084 or at [email protected].