Hi, I’m Clare. As Repairs and Service Charge Coordinator. I really love my job; it’s about helping our tenants and care providers. It is specialised supported housing so it’s tailored to our tenants and what is important to them.
What do you do in your role?
I’m responsible for dealing with repairs, recharges, and some service charges, including gardening, window cleaning, white goods, and furniture. I also work closely across our teams, holding regular meetings with the Income Team.
What matters most in your role?
Putting my all into anything that I do! Within my job, it is making sure repairs are completed and issues are resolved, because we understand how much this can impact our tenants’ daily lives. That is why myself and the rest of the team work hard to get everything done as quickly and efficiently as possible for them. If we are not doing the work, I will give them advice about what to do next or provide them with information.
Helping our tenants understand repairs
As a Repairs Team, our main role is to carry out necessary repair and maintenance work in our tenants’ homes. It is important that our tenants know the different types of repairs and what responsibilities they have. Our repair fact sheets offer detailed information to guide them. They also explain what Encircle Housing is responsible for and what tenants can do.
We also want to educate our tenants so they can better understand common issues including with household appliances. When appropriate, we provide advice so they can safely check the item themselves, before we send a contractor out.
Visiting tenants in their home
While I mainly deal with repairs and service charge enquiries on the phone, I sometimes go out to tenants’ homes. Recently I visited three tenants in the North East. They were really welcoming; it was such a homely home. I had been dealing with their repairs and work to the garden. It’s a great to meet them in person, see the work that had been done, and answer their questions around how we can help them with adaptation works.
Supporting our tenants with adaptations
Sometimes, tenants require adaptations in their homes. We can advise them of what to do and the routes they need to take. We assess the work needed and advise on any grants or financial support that may be available. It is important that we help our tenants and give them the support they need.
What type of service charge calls do you get?
Service charge enquiries tend to be seasonal. In the colder months, for example, more tenants use dryers instead of hanging clothes outside. This increased use can sometimes reveal faults or issues with dryers. When that happens, we aim to get someone out as quickly as possible, especially in homes where the tenants have a lot of laundry due to their needs.
Housing vacancies
When a bedroom or property becomes vacant, we work closely with the Housing Team, surveyors, and the care provider to prepare it for the next tenant. Photographs of the room are taken along with a list of any required repairs or improvements. If significant work is needed, I will arrange for a Surveyor or Regional Housing Manager to carry out an inspection. Everything is reviewed and completed within a timescale so the property is ready for a new tenant to move in.
Pest control
While pest control is generally our tenant’s responsibility, there are occasions where we step in to investigate and help identify the root cause, especially when it’s something we can help prevent in the future. Even when it is not our responsibility, we ensure tenants are supported by providing information on who to contact locally and what help is available.
Working across the teams
Everyone I work with is approachable, supportive, and focused on getting things done. We are like-minded in wanting to solve problems rather than sit on them, which really helps make day-to-day work smoother and more effective.
I am happy to share ideas, especially when I spot opportunities for improvement. I often raise suggestions with the team, and we bounce ideas to find better ways of working. It is a very open environment. I am comfortable to voice my views, and I always feel heard. I am grateful to be part of a team that genuinely values collaboration and continuous improvement.
What are you really proud of?
Our little boy is, without a doubt, the thing my husband and I are most proud of. He’s an absolute superstar, and his smiles mean the world to us.
