Tenancy Sustainment Manager

Royal Tunbridge Wells, United Kingdom

December 2019 - Present

At Town & Country we have a strong commitment to providing good quality housing, excellent customer service, supporting and developing vibrant communities and combating social exclusion. We are committed to developing a positive approach to customer service, where the views and needs of residents are at the heart of everything we do. Our commitment to recruiting and developing staff who can really make a difference and offer excellent customer service is reflected in our Investors in People status and in achieving two stars and the 45th best not-for-profit organisation to work for in the UK in the Sunday Times Best Companies survey. Town & Country was the first housing association in the country to achieve the Institute of Customer Service’s top accolade – its coveted ServiceMark. The ICS is the UK’s independent professional body for customer service, helping organisations such as British Airways, BMW and Waitrose to improve their customers' experience. We were acclaimed for our desire to offer customers ‘a world class service’. We provide more than 9,000 affordable homes in 22 local authority areas in Kent, Sussex, Surrey & South London. In addition to general needs homes, we offer a wide range of housing, including shared ownership and specialist accommodation including a women's refuge, housing for people with learning and physical disabilities, and a hostel for ex-offenders. Over the years we have invested heavily in our homes, and continue to do so as part of our Asset Management Strategy, with the result that we achieved 100% compliancy with the Government's Decent Homes Standard. We are a founder and core group member of the South East Consortium , a procurement group of 16 housing associations and councils covering more than 150,000 properties. This boosts our buying power and helps us to achieve significant reductions by adopting good practice in the procurement of goods and services & provides training opportunities for staff.

Neighbourhood Housing Manager

May 2019 - December 2019