New arrangements for excellent customer service and quality homes | Blogs

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New arrangements for excellent customer service and quality homes

Holland esate in the East End

The main changes are to our Housing and Asset Management teams. We’ve also introduced a new Customer Service team to act as the first point of contact for resident enquiries. 

Housing

This team is headed up by Sylvia Farrah as the Housing Services Manager, supported by Shamsul Islam as Senior Housing Officer. The team of Housing Officers is responsible for housing services for residents and the provision of tenancy management. Please see the Your Neighbourhood pages for more information.

Customer Service

Nerissa Small is the Customer Service and Improvement Manager. Her team of Customer Service Officers is focused on a first-time fix approach to resolving queries, whether residents get in touch by phone, email or in-person.

Asset Management

The team has grown to include two Compliance Officers to support our building safety and compliance programmes. We’ve also appointed a Repairs Officer to support the Repairs Manager in managing all of our day-to-day responsive repairs and void works.

Leasehold Management and Managing Agents

We also have a dedicated team that will provide services for leaseholders, freeholders and shared owners. This team will also be responsible for holding Managing Agents to account.

The revitalised structure, and appointment of our new CEO, Daniel Killian, are part of our wider improvement programme geared towards the delivery of excellent services and quality homes for residents. 

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