To make things easier, we’re putting a new team in place to help coordinate appointments and reduce delays. They’ll work with you to find appointment times that suit you, remind you when a visit is coming up and support you if you need help preparing.
Our new approach focuses on early, constructive engagement to remove barriers and secure access voluntarily.
This includes working closely with you to ensure appointments are convenient, for example trying to avoid school drop-off and pick-up hours for those with children.
Compliance Engagement Officers will provide centralised case management, improve communication, coordinate more effectively with contractors, and strengthen data and oversight, with an initial focus on high-risk areas such as gas and electrical safety and Awaab’s Law hazards.
‘No access’ cases currently cost us more than £1 million each year, resources that could be better invested directly into customer services and further safety improvements, such as installing 445 fire doors, 420 electric boilers or 166 new bathrooms.
Tania Emery, Building Safety Director, said: “We’re committed to keeping all our residents safe in their home. Working with our customers to gain timely access to their homes is essential for safety and maintenance works.
“While front-line colleagues and contractors may leave calling cards or attempt repeated visits, these actions do not stand up if statutory deadlines are missed, and can create direct tension between regulatory obligations and the practical realities of arranging visits..
“By creating a dedicated team we can take a proactive, consistent and customer focused approach. This will help us keep people safe, reduce avoidable costs, and reinvest more of our resources where they matter most - improving homes and services.”
