Housing Services Review

Improved structure for Two Castles’ Housing Services team

Two Castles has restructured its Housing Services team to provide an improved, more efficient service for residents.

The restructure comes after an extensive review of our Housing Services, which identified how we can work more efficiently and effectively to benefit our residents.

The new structure will see the creation of four new, specialist teams, each focusing on one specific area.

  • Lettings & Neighbourhood Team: responsible for managing tenancies, anti-social behaviour, letting properties and resident involvement.
  • Sheltered and Supported Team: responsible for the management of all sheltered and supported housing schemes, working with existing estate-based staff.
  • Income Team: responsible for all financial aspects, including offering financial and budgeting advice, setting rents and service charges and all income collection.
  • Leasehold Team: responsible for all leasehold property management.

All residents will soon receive a letter, detailing the new structure and explaining how the creation of the new teams means residents will benefit from a streamlined service offering tailored, expert advice on the issues that matter to you.

As a first point of contact residents should continue to contact the Customer Service Team, who will either deal with your query direct or, if necessary, refer your query on to the relevant specialist team.

Customer Services can be contacted on customerservices@twocastles.org.uk  or call us on 0800 085 1171 (free from landlines and mobiles).

Residents are also able to contact us via our Residents’ Portal, which is available 24 hours a day, 365 days of the year. The Portal, which is accessible via smartphone, tablet, PC and laptop, links in to all our online services.

Through the Portal you can update your contact details, view your tenancy details, produce an account statement, make payments online, report and track repairs and contact us. You can access it by clicking here

If you have any questions, comments or queries about anything to do with the review then please get in touch by emailing the following mailbox housingservicesreview@twocastles.org.uk

FAQS

Will this affect my rent?
No. The new structure of the Housing Services team is not linked in any way to how your rents are set.

Will I notice a difference to my service?
The purpose of the new structure is so we can offer our residents a better, more efficient service, so once the new structure is fully in place we hope you will notice an improvement to our services.

How do I speak to my housing officer?
Under our new way of working, instead of having one housing officer who deals with all queries, you’ll receive help and advice as and when you need it from the specialist team most suited to your needs at the time.

As a first port of call, residents should contact the Customer Service team on customerservices@twocastles.org.uk or call us on 0800 085 1171 (free from landlines and mobiles).

The Customer Service team will if possible deal with the query direct or, alternatively, refer you to the relevant specialist team. You can also log in to our online Residents’ Portal.

Can I contact Two Castles online?
Yes. Residents can contact us online via our Residents’ Portal, which is available 24 hours a day, 365 days of the year. The Portal, which is accessible via smartphone, tablet, PC and laptop, links in to all our online services.

Through the Portal you can update your contact details, view your tenancy details, produce an account statement, make payments online, report and track repairs and contact us. You can access it by visiting www.twocastles.org.uk and clicking on the ‘Residents’ Portal’ link.

How have residents been kept updated?
Our Residents’ Panel has been updated as the review has progressed and we’ve kept all residents informed through Fanfare, our resident magazine. All residents will also be receiving a letter that details and explains the new structure.

When will this happen?
We will begin phasing in the changes from August 2016 and expect the new system to be fully operational by April 2017.

Will I still be able to speak to a “real person”?
Yes. Our Customer Service team are available from 8:45am to 5pm, Monday to Friday. For more information visit our Customer Services Contact page