In the third of a series of articles, we speak to various members of NHG staff from across the organisation about their role and what their typical day (or week) is like.
Felesha Miles is a housing operations manager for our south region, including Westminster, Lambeth and Southwark.
One of our residents, Colin Burns, asked Felesha to tell us about her experiences.
Why and when did you join NHG?
I joined Notting Hill Housing (now NHG) in 2015. Before that, I worked in housing for local councils and for another housing association for 14 years in various roles in the income, court, repairs and leasehold teams, and as a customer officer and manager. Notting Hill Housing had a job vacancy for a housing officer which suited my skills and values perfectly. Their ‘All Together Better’ corporate banner really attracted me.
What is your role today?
I’m a housing operations manager with a team of 10 housing officers and a team co-ordinator.
What can a typical day look like?
Normally writing up reports and overseeing and co-ordinating. I used to meet with the rest of the team once a week but now we meet every morning for up to an hour. It keeps us connected and bonds the team.
How has the Coronavirus lockdown changed your job?
I used to meet with the rest of the team once a week but now instead we do a team call every morning for up to an hour. It keeps us connected and bonds the team. Also, we get a lot of calls about breaking of Covid-19 rules and more noise complaints. The use of technology and social media by residents and staff [in lieu of face-to-face meetings] is increasing.
What do you find the most rewarding?
Supporting and empowering my team and being the voice of reason when resolving issues.
What are the frustrations?
I’d like a few more hours in the day to get everything done, especially now.
Is there a situation that you were able to resolve that stayed with you?
I resolved a serious problem of rent arrears. The resident (property owner) had no control over the household spending by her partner who was not paying the rent. After an open discussion, we offered her support and avoided an eviction.
What do you do in your spare time?
Relaxing with my family as well as supporting my mother at this time.
One thing you would like residents to know about housing officers?
We are here for you, especially now. If you have any concerns about arrears or paying your rent, please speak to us first and we can refer you to any support you may need.