Resident news

#BigHousingThankYou – working together

By May 19, 2020August 4th, 2021No Comments

We’re proud of our colleagues and contractors and their response to the coronavirus crisis.

From our colleagues on the ground keeping our communities safe and well, to our contact centre teams who have adapted their service to be able to answer as many calls as possible – we’ve adapted quickly.

And although our services have adapted, our priority remains the health and wellbeing of our customers, colleagues and contractors.

Take a look at what our teams have been up to as part of the #BigHousingThankYou.

Our Wellbeing Project launches

We wanted to make sure that we were there for our customers – even just for a chat. Our Communities team, joined by other colleagues from across the business, has adapted its services and created a Wellbeing Project – calling residents to see how we can support them.

Part of this support is providing access to a whole range of services designed to help make self-isolation a little bit easier.

Delphine Merlot, Director of Customer Experience and Engagement, said: ‘The Wellbeing Project has proved to be very successful in proactively getting in touch and getting closer to our customers so that we can help with these new, unfamiliar problems they are now facing.

 ‘I’m so proud of the hard work completed by our team to offer this support and the resilience to adjust to the demands of what has become the new normal.

‘It’s vitally important that we work together to help each other at this difficult time, and do things differently to ensure that information, support and advice is easily available to anyone who needs it.’

 Independent Living going all-out for vulnerable customers

Our Supported Housing team has been working hard to find safe and innovative ways to support residents.

Social distancing and not being able to spend time with friends and families has meant that some residents are feeling lonely and bored.

Our team arranged ways for residents to get together and take part in activities such as balls games in the garden – all at two metres apart!

Not only this, but the team has increased the number of welfare phone calls to residents and now call over 200 residents a week to offer support and check they have everything they need.

Answering every call

We wanted to make sure that our contact centre teams were able to keep their service running throughout Covid-19.  Our IT team were able to rapidly transfer our contact centre teams to working from home where they are currently managing the phone lines five days a week.

Whether our customers have a query about employment, want information on financial support or need help accessing a service, we are here to answer their calls and emails.

Providing services for the community

During these challenging times, our Estates Services team and contractors have been working hard to ensure we can continue to provide vital services to our customers.

The team have been out and about inspecting and maintaining our estates, keeping buildings and bin stores clean, and carrying out essential gardening and maintenance work.

They also continue to check our blocks for fire safety, including keeping communal areas clear from hazards.

Watch this video of our Estate Services colleagues keeping our developments neat and tidy.

Chris Newton, Head of Estate Services, said: ‘The team have gone about their work with steely determination to do their very best for our customers and each other in these challenging times.

‘I am immensely proud of the team and the exceptional service they provide to our customers all year round. Thank you to everybody in the team for playing such a pivotal part in keeping services running for our customers and keeping them safe.’

Check out more examples of the great work our teams are doing for #BigHousingThankYou on Twitter and Facebook.

Show your support for our teams

If you’d like to show your support for our frontline colleagues and those delivering key services, please share your message on our Facebook and Twitter pages and remember to use the hashtag #BigHousingThankYou