DOH POTTERY TEAM GOES FUNCTIONAL

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)