Managing your tenancy and rent account
Mixed Tenure - Neighbourhood Team
Each Neighbourhood Officer looks after a specific area and spends a lot of time out of the office, getting to know our residents and making sure that estate services such as cleaning and gardening are of a high standard. We are improving the way we deal with anti-social behaviour by taking a more proactive approach.
Our Neighbourhood Officers are responsible for:
- encouraging your involvement in monitoring and improving services
- dealing with most tenancy issues and problems such as anti-social behaviour
- making sure that vulnerable tenants get support to sustain their tenancies
- visiting all new tenants in the first six weeks of the tenancy
- carrying out neighbourhood reviews, and making sure that you are involved.
Income Team
Our Income Team is responsible for the collection of rental income, preventing tenants' from falling into arrears, providing up to date welfare benefit advice and liaising with local authority departments.
We expect our residents to take their obligation to pay rent on time seriously. We are changing our approach to arrears by taking preventative measures, giving more advice and assistance at an earlier stage, and taking firm action against residents who persistently break these agreements.
Each Income Officer has an area to monitor, so they can get to know tenants. If tenants do fall into difficulties, our Income Officers will help you by giving you advice and agreeing realistic repayment arrangements. The Income Officers will:
- monitor every rent account and contact tenants who fall into arrears promptly
- deal with all aspects of rent arrears, taking tenants to court if necessary
- work closely with local authority, Housing Benefit departments and courts.
Customer Services
Our customer services team deal with residents enquiries and will provide comprehensive advice, information and assistance on all aspects of our services including:
- re-housing options
- rent arrears and benefits
- tenancy matters
- resident participation opportunities
- procedure
- service provision.
Our Customer Services team are able to deal with most day to day enquiries, but if your query can only be dealt with by a Neighbourhood Officer or Income Officer, the team will make arrangements for the relevant Officer to contact you or will make a suitable appointment.
To contact our Customer Services team call 0800 783 2399.