Our Staff and Services
In July 2025 , we reviewed our staff structure to enhance the services we provide to tenants and to improve how we work behind the scenes. Our goal has been twofold: to deliver a better experience for our tenants and to ensure our staff are supported with clearer communication and more efficient processes.
We’re excited to introduce our new Customer Services department, which brings together our former Housing Services and Technical Services teams. This new department is divided into two teams, each responsible for delivering both tenancy and property services across different areas of our estates.
What’s New?
Housing Services is now Tenancy Services - Our Housing Services Officers and Assistants will now be known as Tenancy Services Officers and Assistants. This change reflects the wide range of support they provide, which goes beyond just housing. Their role includes:
- Rent support
- Anti-social behaviour case management
- Estate issues
- Community support
- Referrals to external services
- Helping you sustain your tenancy
Technical Services is now Property Services - Our Technical Officers are now called Property Services Officers. This new title better reflects their responsibility for:
- Ensuring your home meets safety and quality standards
- Managing repairs and maintenance
- Overseeing property condition and compliance
Changes to Staff Coverage Areas - We’ve also updated the ‘patches’ or areas that each staff member covers. This may mean a change in who you contact for tenancy or property-related issues. These changes will:
- Distribute properties more evenly across the team
- Improve consistency in service delivery
- Strengthen communication within the new Customer Services department
Service Champions - Each staff member will now take the lead on a specific service area. This approach encourages mentoring, sharing of best practices, and a strong focus on continuous improvement.
Focus on Tenant Engagement - Tenant scrutiny, engagement, consultations, feedback, and communication will now be part of the Customer Services team—ensuring your voice is central to how we design and deliver services.
This change allows us to work more collaboratively as one team, improving how we share information and coordinate across services.