Regional Home Services Team

To improve the service we provide for our customers, in September 2023, we changed the way that some of our teams work, creating new regional teams and getting closer to our communities.

Our Home Services Function includes the below teams.

• Response repairs - this is the team that delivers the day-to-day small repairs in homes.
• Housing Services - these are the housing officers helping customers to maintain their tenancy.
• Estates Services - the estates and compliance officers and cleaners that help keep our communities safe and clean, and our grounds maintenance team who look after the outside areas.
• Surveyors - when issues are reported that are not quick repairs, or reports of damp and mould, our experienced surveyors visit the home to diagnose any issues and arrange for repairs to take place.

Previously, each of our Home Services Teams worked separately. We have merged all of our Home Services Teams and created 3 regional areas to work together and deliver excellent customer service. Each of our homes has been assigned to an area as shown below - Vale, Wyvern and Jurassic.

Each region will be managed by a Regional Home Services Manager who will be responsible for all of the Home Services in your area. We have assigned our team members based on location, which means less travelling, giving us more time to carry out repairs. We have also invested in 4 extra housing officers, enabling us to be more visible in our communities and reduce wait times for housing officer support.

These changes mean that customers will start to see the same housing officer, the same repairs team, and the same people in their neighbourhood where possible, building familiarity and increased knowledge and understanding of local areas.