Client Service staff are currently placed in a Property
Portfolio managing the day to day tenancy issues relating to approximately 400 dwellings.
This meant that all work involving the property was directed to one officer
placing heavy demands on their time and ability to manage a multitude of tasks.
The changes we have made are designed to improve efficiency
and performance and allow specific tasks to be managed by specific officers.
Each officer will remain in charge of their list of properties. They will still
take clients enquiries based on the property the client resides in. This means
the contact phone numbers remain the same however, following discussion with
the client the officer will be able to make a referral to another officer who
is responsible for processing a specific function. The functions include
Transfers, Arrears Recovery Management, Nuisance & Annoyance cases, Client
Feedback, Ministerial and Local Member of Parliament Enquiries, Allocation Processes
and Lawn Care & Cleaning Contracts.
These changes should provide a more consistent approach to
managing the work loads and allow the team to reduce delays in processing and improve
response times to our clients RedWater news editorial committee would be interested
in feedback on how this new system is working for tenants, please send us your views.
Source: REDWATER NEWS – The Redfern and Waterloo Neighbourhood Advisory Boards
Newsletter – December
2007 (PDF 856 KB)