“Our team is actively engaged in meeting with tenants on our estates, asking for feedback and showing them how they can link in with their Neighbourhood Specialists and Member Engagement teams as we work diligently to ensure the successful implementation of a new model.” – Susan Byrne, Neighbourhood Delivery manager.

I am the Neighbourhood Delivery Manager responsible for overseeing operations primarily in the East region of the country. My role is to manage the Neighbourhood Specialists responsible for the service delivery to member tenants in these areas. I also work closely with Rachel Cushen, the Lettings and Administration Team Leader, who oversees an additional six Neighbourhood Assistants. These colleagues will provide invaluable administrative support to the Neighbourhood Delivery team.

The scope of my responsibilities as Neighbourhood Delivery Manager encompasses allocations, estate management, tenancy management and involvement in Member Engagement activities.  My team includes Shauna Sherwood, Aisling Carroll, Fiona Dalton, Eoghan Cregan, Colin Dickens, and Garreth Gaughran, who bring a wealth of knowledge and expertise to the Neighbourhood Specialist role. I am eager to see how we can collaborate and leverage our collective strengths to further enhance the services provided by CHI.

Tenants now have three specific contacts in three different teams to reach out to: safer neighbourhoods, income and financial inclusion, neighbourhood specialists as well as a member engagement coordinator. By assigning designated specialists to specific aspects of people's tenancies, we anticipate delivering a more efficient and improved service, ultimately enhancing the overall customer experience.

Clear communication about the restructure to tenants is vital.  The starting point is making sure we have faces on the ground in our estates and are communicating about the way we are now delivering services. Our team is engaged in, meeting with tenants on our estates, asking for feedback and showing them how they can link in with their Neighbourhood Specialists and Member Engagement teams as we work diligently to ensure the successful implementation of a new model.

One of the first key areas of focus for the team is estate management. This encompasses keeping the estate clean, neat and presentable, which in turn encourages pride of place and ensures our tenants’ comfort. We will ensure a high standard of grounds maintenance, cleaning services and waste management where required.

Our main focus throughout the embedding period remains on the tenants and ensuring they receive an exceptional level of service. We are eager to observe the improvements resulting from the changes after the initial steps and will be honing our methods of gathering tenant feedback to steer this process further.

As we move forward, we are excited about the collaborative nature of this transformation. By involving all teams from the ground up and having collective input on policies and procedures, colleagues expertise is put to great use. The team is excited to be completing training in a range of applicable and important areas.

It is my belief that this collaborative effort will lead to the successful evolution of our neighbourhood teams with a focus on providing great services to our tenants.

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