Showing up for residents
Abby joined A2Dominion in March 2025 as a Housing Assistant and quickly progressed into the role of Neighbourhood Manager, supporting residents in Rushmoor, Windsor, Maidenhead, and parts of Slough and Staines. While these residents had received support and regular home visits, they had gone some time without a dedicated Neighbourhood Manager. Her first priority was simple: making sure people knew how she could help and how to reach her.
“I wanted residents to know I was here, that I was visible, and that they could talk to me,” Abby explains.
That meant ‘welcome visits’, time spent with residents at home, listening carefully to their concerns and making sure things were followed through. By being visible and keeping in touch, Abby was able to build trust and help residents feel supported.
Practical solutions that make everyday life easier
Being present helps Neighbourhood Managers spot issues early. When Abby noticed problems with overflowing bins at one block, she worked with colleagues and contractors to put a long-term solution in place, a regular bulk waste collection.
The result? Cleaner shared spaces, fewer worries for residents and a safer, more pleasant place to live.
Sometimes it’s small, practical changes that make the biggest difference, part of our wider focus on making homes and neighbourhoods safe, high-quality and sustainable.
Communicating with care and respect
Good customer care starts with understanding how people prefer to communicate. Abby makes sure residents feel comfortable by offering different ways to stay in touch, whether that’s on the phone, in-person or via WhatsApp.
She also believes in being honest and keeping residents updated, even if progress is slow to start with.
“People just want to know they haven’t been forgotten,” Abby says. “Keeping in touch builds trust and stops people having to call the Customer Contact Centre for answers.”
This approach reflects our strategy and our commitment to responding and resolving issues with care and respect.
Neighbourhood Managers are part of a wider group of customer‑facing colleagues making a difference every day. Whether it’s Leasehold Managers, Property and Safety Managers, Estate Managers or others, they all play an important role in supporting residents, resolving issues and helping to keep homes safe and communities thriving.
Why this role matters
While the role can be challenging, especially during emergencies, Abby says the rewards come from seeing positive outcomes for customers.
One example involved helping two residents move through a mutual exchange by taking the time to understand both situations and bring them together.
“That only happens when you really know your residents and take time to speak with them,” she says.
Stephen Walker, Customer and Communities Director, said:
“Abby is an excellent Neighbourhood Manager who really cares about doing the right thing for residents. The difference she’s made shows how important it is to listen, understand what people need and work together to find solutions.
“Her commitment and determination to see things through have made a real difference to residents’ everyday lives. She’s a great example of how being proactive, approachable and focused on practical outcomes helps create better experiences for the people who live in our homes.”
How to contact your Neighbourhood Manager
Your Neighbourhood Manager is here to support you, whether you have a question, need help with a local issue or want to raise a concern.
You can:
Even if there’s no quick fix, we’ll listen, keep you updated and treat you with respect every step of the way.
