We are facing a number of challenges and to meet these, we have taken a fresh look at how we do things.
Firstly, with the arrival of Universal Credit, we need to be able to support our residents more effectively to keep rent and service charge payments up to date. Secondly, we are housing an increasing number of shared owners and leaseholders and we need to ensure that our services fully reflect their needs. Also, we need to ensure we are on top of any Health & Safety issues, especially actions from Fire Risk Assessments in a post-Grenfell world.
So, how are we responding to these challenges?
We are moving away from simply having Housing Officer roles that deal with a very wide range of work, and moving towards more specialist roles.
We will have:
Revenue Officers dedicated to making sure our rent and service charge income is coming in
Neighbourhood Services Officers looking after estate and tenancy issues, including providing an initial response to Anti-Social Behaviour (ASB). They will also lead on reviews for Fire Risk Assessments.
Officers specialising in areas such as ASB, supporting vulnerable residents and issues specific to leaseholders.
What does this mean for our residents?
In future, our residents my be dealing with different members of staff, or perhaps familiar staff with different roles. We have written to all our residents to tell them who their new contacts are and how best to reach them.
If you are a Hexagon resident and you are not sure who your contact is, simply call our Customer Services Team on 020 8778 6699 or 0800 393 338 (freephone) and they will be able to assist.