We are always looking for ways to improve the way we deliver services to customers. We want to make sure that they are modern, efficient, responsive and flexible, meet customer needs and are good value for money.

Over the past year, we have been looking at how we manage the homes and neighbourhoods you live in.

How did we do this?

We have spoken to customers, partners in other organisations, voluntary and professional agencies we work with and our own teams to get their ideas.

What was the outcome?

Customers told us that they wanted:

·         More online services so tenancies can be managed at a time to suit their circumstances

·         A more “joined up” approach so that enquiries can be answered  and decisions made as quickly as possible

·         A more flexible service with home visits and appointments available

·         A quicker turn around when a home becomes empty so that new tenants can move in as soon as possible

We also realised that some tenants find it difficult when they move into a new home for the first time and may need help to manage their budgets or understand the importance of keeping to their tenancy agreement.

What did we decide to do?

Our new Housing Services structure focuses on four key areas:

Tenancy Services: to provide day to day advice on all parts of your tenancy, your home and the neighbourhood you live in and support our digital services.

Tenancy sustainability: a specialist team available to support new tenants and help them to avoid getting into difficulties with their tenancy.

Voids (empty properties): to make sure homes are made available to re-let as quickly as possible.

Income Management: to collect rents and charges due so that we can continue to deliver our services and invest in new homes.

Will this have an impact on your tenancy?

There will be no change to your tenancy agreement but we hope that you will quickly see the benefits of the new Housing Service structure from the service you receive from us.

The Housing Services Officers and Neighbourhood Wardens will no longer be restricted to a “patch” or neighbourhood. When you have an enquiry, it will be dealt with by a member of the Housing Services team who will contact you and make arrangements to discuss your enquiry at a time and location which is convenient for you.

Our online services, available through MYaccount means that you can manage your tenancy 24 hours a day, 7 days a week from your computer, laptop, tablet or smart phone. This includes checking your rent account, making a payment, reporting a repair and providing feedback.

You can still contact us by phone on 0800 169 5454 or email information@communityhg.com and we are always happy to hear from you on our social media accounts (Facebook: @TCHGHousing  Twitter: @tchgroup).

What if you don’t use online services?

We understand that some customers are more comfortable with digital technology than others. However, we offer a range of support and training courses if you want to improve your skills or even learn how to use the internet. To find out more contact our Resident Involvement Officer, Tina Browne on 01562 733121.

When do the changes take place?

The new Housing Services structure will be in place from 18 June 2018.

Need more information?

If you have any questions or concerns about the new structure, please contact Tom Magee, Head of Housing on 01562 733024.