What We Do

Customer Advice Team – provide a friendly, helpful and professional front of house service for all our customers

The Team is led by Steve Langton who is the Senior Customer Advisor. The Customer Advisors are:

  • Jen Evans
  • Ken Johnson
  • Sarah Chase
  • Carrie Jones
  • Matthew Harries

They are responsible for call handling for all teams within the Association and also manage our office Reception. Their aim is to provide first call resolution wherever possible on a vast array of tenancy and business wide enquiries.

Typically they deal with:

·         Rent queries & payments

·         Repair issues

·         Complaints and compliments

·         Anti-social behaviour reporting

·         Advice about applying for housing

If a Customer Advisor is unable to help you, then they will sign-post you to someone else within the Association who will be able to deal with your query.

Neighbourhood Team – provide responsive, helpful and professional front line services covering a vast array of tenancy related issues. They deal with any issues that could impact on a tenancy from the point of ‘sign up’ to tenancy end.

We have 4 Neighbourhood Officers and each one is responsible for a specific area or ‘patch’. Click on the link to find your Neighbourhood Officer. They are all very people focussed individuals with a passion for achieving effective results.

Neighbourhood Officer Patches

The Neighbourhood Team is led by Steve Jones who is the Neighbourhood Team Leader

The Neighbourhood Officers are:

  • Beverley John-Davies
  • Tracey Turner
  • Liam Way
  • Amanda Anstee

Typically they deal with:

·         Letting properties

·         Completing ‘HomeCheck’ visits and other periodic visits

·         Enabling and ensuring tenancy compliance

·         Anti social behaviour

·         Offering tenancy support solutions

·         Partnership working with internal teams and external bodies e.g. The Police, Local Authority departments, support agencies

Income Advice Team – provide responsive, helpful and knowledgeable front line services in respect of rent, recharges and financial advice. They are responsible for collecting rent due to the Association but aim to prevent tenants falling into debt in the first place by identifying missed payments early and intervening to offer support and advice.

We have 4 Income Advisors and like the Neighbourhood Officers, each one is responsible for a specific patch.

Income Adviser Patches 

The team is led by Natasha McCarthy and the offices are:

  • Emma Jones
  • Mark Richards
  • Emma Burnett
  • Kyron Pike
  • Donna Gale (Maternity Leave)

Click on the link to find your Income Advisor. They are all committed to debt prevention by ensuring that tenants receive the necessary help, to enable them to pay their rent.

Income Advisor Patches

Typically they deal with:

·         Monitoring rent accounts

·         Providing money, benefit and debt advice

·         Taking rent payments

·         Chasing unpaid rent

·         Taking appropriate enforcement action including court attendance

·         Partnership working with internal teams and external bodies e.g. Local Authority, DWP, CAB, support agencies