Housing Transformation

Housing Officers

As part of the programme, BCHA would like to bring our Housing Officers closer to our customers. This has involved giving each Officer a ‘patch’, allowing to better get to know each of our customers. Issues such as repairs will be dealt with more efficiently, with Housing Officers directly resolving the issue instead of passing the job through multiple teams.

Our Housing Officers will be the first point of contact for any housing-based query, whether that's about neighbourhood nuisance, advice on arrears, support with a housing benefit claim or any other tenancy questions.

Housing Team Leaders

Our Team Leaders will provide a higher level of knowledge on arrears and housing advice to ensure that our teams are working in a consistent way and carrying out the right actions at the right time in the right way. Team Leaders will also work closely with the Area Housing Manager to ensure we are maintaining a high level of satisfaction with our customers.

Area Housing Managers

BCHA have appointed two Area Housing Managers: one in the East of our region and one in the West.

As well as being responsible for the performance of their respective teams, our Area Housing Managers will look at developing meaningful relationships with key organisations. This includes working closely with the police, the Local Authority and Housing Benefit offices.

Our Area Housing Managers will take responsibility for ensuring that their teams are focused, empowered and engage with our customers. Our Managers will ensure that the culture, behaviour and approach from their teams provides a one stop customer focused service.

Alongside our teams, BCHA have curated two new specialist roles: Specialist Anti-Social Behaviour (ASB) Advisor and Specialist Arrears Advisor. These new roles will be

able to offer specialist advice and support for those who may be struggling with arrears or ASB in their communities.

Specialist Arrears Advisor

Our Housing Officers will be able to provide advice and guidance to our customers experiencing financial difficulties that may lead to rent arrears. For cases that are above their given training, they can refer you to our Specialist Arrears Advisor. Our Advisor will be able to provide specialist and bespoke advice and support and will also ensure that our Housing Officers are kept up to date with their training.

The Specialist Arrears Advisor will work with each Housing Officer, directing, guiding and advising them on the best course of action for each of our customers experiencing financial difficulties.

This role also will include simplifying our customers journey by working with relevant teams in BCHA to streamline our processes. This will include identifying where Artificial Intelligence (AI) can assist in identifying future potential issues.

Specialist Anti-Social Behaviour Advisor

This role is similar to our Specialist Arrears Advisor, working closely with our Housing Officers to ensure they are kept up to date with their training.

The Specialist Anti-Social Behaviour (ASB) Advisor will support housing officers in preventing cases of ASB escalating to a point where it becomes almost impossible to resolve. The Advisor will also ensure that external agencies are involved at the right time and ensure that actions are taken promptly.

Our Specialist ASB Advisor role will oversee the prevention, early intervention and enforcement of Anti-Social Behaviour policies, making our communities safer.

Head of Housing

Our Head of Housing, Sarah Wallis, will be responsible for the entirety of the Housing Teams. Sarah has spear-headed the Housing Transformation Strategy and you can read more about Sarah and her goals for change here. (LINK)

Support Structure

The Housing Transformation Programme will adapt our existing structure to better support customers.