New housing model goes live in Tower Hamlets

If you are a former Notting Hill Housing resident, you will be used to having a named single point of contact. We also want to offer this to former Genesis residents, and Tower Hamlets will be the first former Genesis area where we will be trialling this way of working.

We have written to all residents in Tower Hamlets to tell them about the trial and to introduce their new housing officer. The trial will run for up to six months and during this time we will be asking for feedback on what’s working well and what isn’t. This can help to identify and fix any problems before we roll this model out across Notting Hill Genesis.

The team is made up of internal staff who have experience working with residents and have a good understanding of property and tenancy management. They are led by operations manager, Akima, who joined the organisation in 2015.

Akima said, “I’m really excited to have the opportunity to lead an enthusiastic and talented team who understand the importance of their role and the difference they can make to our residents. It’s an exciting time for the business and I truly believe this new model will benefit our residents by offering support that is tailored to both individuals and families.”

One of the housing officers in the new team, Ragell, said: “So far, I have found this role truly rewarding. I’ve had the opportunity to meet many residents, have face-to-face conversations and talk things through with them, explain our processes and next steps. Residents have responded positively to the new approach and have made me feel very welcome, so things are going well.

“I’m looking forward to seeing everyone working in the same way, offering a service to our residents’ that really makes a difference."

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