Find out more about our teams here.
Our Neighbourhood team ensures that our customers enjoy their neighbourhoods and can maintain their tenancies. After all, we build neighbourhoods where people want to live.
Neighbourhood Managers act as internal customer advocates to ensure deliver our values. They are accountable for resolving issues within their neighbourhood patches. They are responsible for tenancy, estate and contract management services. This includes tenancy sign ups and being involved in resident associations.
Working alongside Neighbourhood Managers are Scheme Coordinators. They're responsible for providing on-site management of tenancies and communal facilities for older customers. They also work with caretakers and cleaners to ensure that schemes are well maintained.
The Enforcement team works within neighbourhoods to reduce anti-social behaviour and tenancy breach cases. The team carry out the majority of cases in-house. This can include complex cases often involving access, housing fraud, subletting and abandonment. The Neighbourhood team and Customer Services team work hard to avoid going to court. They favour early intervention and preventative approaches, such as acceptable behaviours contracts and mediation. This team works closely with partner agencies such as local police and mental health teams.
Our Customer Services team are the first point of contact for our customers. They resolve queries, point customers in the right direction or make sure the right person calls you back. They deal with questions ranging from how to apply for a house with us, through to reporting a repair. They have a vast knowledge of how we work and the resolutions we can provide.
Leasehold Services and Lettings
Our Lettings team are often the first experience that our customers have with us. A good first impression is important. Lettings reassure customers whilst they move into their new home. Customers are matched with the right property for them. Lettings help customers through relevant paperwork, arrange viewings and go through the sign-up process. The team place new families in about 1,500 properties a year. This makes Lettings one of our busiest departments!
The People Management team is here to aid, champion and support internal customer needs. They enable the organisation to achieve its goals through motivation and the development of our staff. This includes our recruitment and induction process, reward and recognition, and learning and development.
Learning and Organisational Development (L&OD)
The development of individuals and the organisation sits within our People strategy. This drives the value of learning and improving. This team identifies, coordinates, designs and delivers learning and development activities. They are also responsible for the apprenticeship programme and the development of future talent.
This team ensures our communication both internally and externally is clear, consistent and accessible. They liaise with the media, produce campaigns and protect our reputation.
The Programmes team manage the delivery of our strategic programmes. This is linked to our strategy objectives, vision, and activities. This team is led by our Director of Programmes. Four Project Managers support and manage projects; examples of projects include system implementations or service improvement projects.
The Business Intelligence team uses data to produce information which enables staff to make decisions. They provide support, analysis and create reports showing detailed information displaying trends and targets. The Business Intelligence team has a clear focus around outstanding service delivery. This puts us in the top 25% of organisations. They particularly help teams to make a difference to performance and customer service.
The Customer Insight team ensures that we have an excellent understanding of our external and internal customers. They provide support, analysis, advice and reports to assist decision making. They provide a range of intelligence about our customers including customer satisfaction surveys and as well as gathering external intelligence to support our strategic development.
Our Housing Support team work with customers who wish to be able to live independently. Our service prioritises social and financial independence. We encourage customers to use talents and strengths to access education, training and employment where possible. We accommodate young people, those escaping domestic abuse or customers who have become homeless. We offer tenancy sustainment services to customers who need support to overcome health issues.
Our Community Engagement team works within our communities. They deliver our community investment strategy and resident involvement. Our neighbourhoods are vibrant places, with active people doing amazing things. Community Engagement work informs our service delivery and impact. In doing so we are helping to create and maintain great places to live, enjoy and grow in.
Our Planned Maintenance team ensures that our homes are places where people want to live. They keep our properties in a good condition through our annual planned maintenance programme, where we replace or repair key building components within kitchens or bathrooms. To do this, we survey 20% of our homes to collect data on their condition. We use this information to plan and prioritise which homes need maintenance work next.
DCH Repairs are responsible for maintaining our properties. This includes planned improvements to responsive repairs. We have a large workforce of skilled craftspeople including electricians, plumbers and masons. DCH Repairs are supported by office-based staff. They ensure that repair jobs are booked in, that we comply with regulations and that we have the right tools for each job.
Standards, Planning and Support
We have many specialists within the Surveying team. This includes regional building surveying, stock condition surveying, and inspection and scheme risk assessment. Our regional building surveyors deal with a multitude of issues. This could include disrepair cases, insurance claims or condensation diagnosis. Our Stock Condition Surveyors identify the age and condition of components within our properties. We then use this information to create a planned programme of works.
Group Safety, Health and Environment
The Safety, Health and Environment team perform a wide range of duties designed to protect staff and customers. They also safeguard the environment throughout our various operations. This team is responsible for ensuring that we follow legislative guidelines and look at incidents with a proactive view towards accident prevention. This could be through improved work methods, training or equipment. We have successfully obtained the environmental quality management standard ISO 14001. We keep to these targets with an action plan linked to our business strategy. This team also supports our strategic environmental group and report on key performance indicators.
Our Procurement team ensures that when buying services or goods, we follow relevant legislation. We spend almost £100m through contracts with third parties. The team have put in place a tendering process to make sure that we are getting the value for money, as well as managing our fleet of over 230 company vehicles!
Business Finance, Financial Services and Corporate Finance
Financial Services are a business critical team as they pay staff and deal with expenses. They ensure that our suppliers are paid and that all receipts from our customers are posted. They produce our financial accounts and maintain service charge accounts for over 1,000 schemes. They perform a business partner role for Asset Management, including DCH Repairs, producing financial information on 70,000 repairs each year.
The Treasury and Development Finance team ensure that we have enough cash available to run our business. The Development Finance team are business partners to our Development team. They help them to achieve their development targets. They do this through assessing the viability of projects and cash flow forecasting. The Treasury team use cash flow information to assess when new financing is required. The treasury team also invest surplus cash, manage interest rate exposure and manage external relationships with lenders to ensure we follow covenants and regulatory requirements.
Commercial Services Income
The Income team deals with housing payments and direct debits for our properties and rent payments made through housing benefit. They deal with all income payments and rent transfers.
Governance and Legal
The Governance and Legal team ensure that we follow statutory and regulatory obligations. The team provides a range of legal support services to all committees within the group. This covers a broad range of items such as internal audits, data protection and legal queries.
Business Systems is responsible for our critical software applications. They also manage IT projects that bring about change or introduce new systems. Training on existing and new systems is the responsibility of the Business Systems team.
Information Technology (IT)
Our IT team maintain the technical infrastructure over which we access systems and telephones. We also support our IT Helpdesk and manage small IT projects.
Business Development and Housing Development
Our Development directorate focus on growing our business stock holding. This team identifies, secure and deliver new affordable housing. They identify land for new development for both private sale and affordable homes. We secure planning, manage the build process and sell private/shared ownership homes. The profit made from home sales is put back into our business to help deliver more affordable homes. This team also manages defects and issues during the defects liability period. They manage our relationship with the HCA. This relates to new development and any investment they have relating to this. This involves leading Partnership South West, who secure investment from the HCA.
Marketing and Sales
We have two sales teams that sit within the Development team. One deals with private sale homes and the other deals with shared ownership. Both products deliver Gift Aid into the company, supporting the building of affordable homes. These teams are very committed and deliver sales of between 100 -150 units per year. Our goal is to continue on our growth plan and achieve a target of around 220 shared ownership units during this financial year. Our Staircasing team sits within the Sales team which contributes to our affordable homes programme.
Development Programme and Support
Our Grants, Partnerships and Administration team support the Development department in many ways. They provide administration support, such as processing orders and arranging property inspections. They maintain a property register to meet legal requirements and help our Treasury team. This is essential so we can borrow the funds needed to build new developments. The team support Partnership South West (PSW) with regards to grants for new homes.