Changing for the Better

Housing services in Southwark are changing for the better

Changing for the better is the improvement programme for housing management and is designed to improve the way we work and deliver better services for our tenants and leaseholders.

To do this we are focusing on nine areas of improvement that we have identified through consultation with our stakeholders, they include

• Repairs 
• Investment
• Engineering
• Customer service centre
• Area housing management
• Community safety and enforcement
• Pest control
• Community and resident involvement
• Public realm

Estate property management

As part of the Changing for the Better programme a new structure for housing management has been put in place. In this new structure engineering, repairs and investment works will be delivered by a new central professional technical division – estate property management.

The area housing offices will focus on all tenancy matters, including customer service, area housing management, community safety and enforcement, pest control, and public realm.

Area offices will be responsible for

• Face to face customer relations
• Neighbourhood capacity building and neighbourhood action plans
• Interagency liaison
• Tenancy and lease management
• Viewings, lettings and settling in
• Cleaning and grounds maintenance monitoring and staff guidance
• Street leader liaison
• Health and safety and community safety
• Unauthorised occupation and tenancy checks
• Complaints, quality and non-conformance
• Low level interventions on antisocial behaviour and neighbour nuisance
• Mediation, negotiation, communication and advocacy
• Visual audits and walkabouts

All these changes are part of our long term plan to improve housing services for the better and to work towards our vision 'To make Southwark's homes and neighbourhoods great places to live, where good quality services are provided right first time'.

Your comments

We are always happy to hear your views. Please get in touch.

Contact us

Communications team
Environment and housing department
Tel: 020 7525 0717
changing@southwark.gov.uk
Chatelaine House
186 Walworth Road
London
SE17 1JJ