Your Neighbourhood Customer Specialist is your point of contact at Catalyst. They’ll support you with all enquiries related to your home and neighbourhood. They also have access to a network of contacts who can help get the right support for you.

We caught up with one of our Neighbourhood Customer Specialists, Sonney, to learn a little bit more about his role and how he supports customers.

What does a typical day look like for you?

No two days are the same, but I generally start the day with administration. I reply to emails and work with colleagues to resolve any issues my customers may have.

I spend a lot of my day visiting customers, allowing them to report any issues they have and for me to follow these up in their own time. I record all customer interactions on 1st Touch, which is a digital app you can use on a mobile phone or tablet that is connected to our housing system, helping to ensure everyone has up-to-date information on our customers.

At the end of my day, I catch up on the administration from my visits, escalating any issues to the relevant teams to resolve.

What’s the most rewarding part of your job?

We don’t just provide housing; we’re also here to support customers’ overall wellbeing. Seeing how this positively impacts customers’ lives is extremely rewarding and makes my job worthwhile.

I want all my customers to know that although our key role is to provide housing, we're also here to provide support and assistance and help them find the right solutions.'

How can you help customers, and what can they contact you for?

We’re your first point of contact for anything related to your home or neighbourhood. We’ll work with colleagues and teams to resolve any enquiries you may have and monitor them until we’ve fixed your issue.

Customers can rest assured that I’m only a phone call away. I assess each customer’s situation individually as I know one approach isn’t suitable for everyone.

We can signpost customers to any support they may need through our partnerships with local authorities and services and put you in touch with our Advice and Wellbeing team, who provide emotional, financial or physical support to all customers.

Is there anything else you think would be helpful for customers to know?

I want all my customers to know that although our key role is to provide housing, we’re also here to provide support and assistance and help them find the right solutions.

We can refer customers to expert services, and we’ll liaise with external authorities on your behalf if you need extra support.

What do you enjoy most about working for Catalyst?

The best part about working for Catalyst is the customer-facing element of my role. I love being out and about and chatting to customers.
I started in February, so I’m still new at Catalyst, but I’m already enjoying my role. Even though I am lone working a lot of the time, the team and Catalyst’s infrastructure supports me.

Not sure who your Neighbourhood Customer Specialist is?

Visit our meet your Neighbourhood Customer Specialist page to find out who your Neighbourhood Customer Specialist is and how you can contact them.

You can read more about our new neighbourhood services in the January issue of Catalyst magazine.