Housing Q&A with Vicky McDermott

Vicky McDermott, Director of Housing and Communities, answers customers' most pressing housing queries.
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Image of Vicky McDermott, Director of Housing and Communities

Our Customer Voice Group ensures that council housing customers’ voices are listened to and acted upon. They recently interviewed our Director of Housing and Communities, Vicky McDermott, and put some of our customers' most pressing questions to her.

Customer Voice Group: Every tenant is going to be receiving two home visits over the coming months - one for a stock condition survey, and one Getting to Know You visit. Could you explain what each visit is about and why these are important? 


Vicky McDermott: The stock condition survey is being carried out over the next two and a half years by our contractor, Rapley’s. The stock condition survey looks at the property only, and a technical inspection will be carried out to identify any works needed. This will help us to have an understanding of what investment is needed in our properties across the city.

Getting to Know You visits are all about you! The focus is on your information, experiences, needs and views, with a light property inspection to identify any outstanding repairs and damp and mould whilst we are with you.  We have a tighter timescale of 12 months to carry out these visits, so it isn’t possible to combine this with the stock condition survey. Staff from the Housing and Communities team will carry out these visits as we would like to get to know you as our resident.


Customer Voice Group: Some residents might be wary about letting visitors into their home, what advice can you give people to reassure them? 


Vicky McDermott: All visits are prearranged, you will receive a phone call from the staff member visiting you. If we don’t have an up-to-date phone number we will write to you asking you to call us to make an appointment. You will have the opportunity to arrange the visit at a date and time which suits you, and you are welcome to have a family member, friend or person who supports you present. If you would like to verify that the person who called you works for Newcastle City Council, please call our contact centre on 0191 278 7878 to check their identity. 

Our staff will wear photo ID and arrive at the time agreed. If you would like to check at this point that the person calling at your door is a staff member, please call the contact centre to verify their name and job title before letting them into your home. 

Our staff will be patient and understanding while you do this, and no pressure will be put on you to let them in. If you ever doubt the legitimacy of someone calling at your property do not let them in - a genuine caller will always be happy for you to verify who they are.

Customer Voice Group: I am happy with my home and my housing service - do I still need a Getting to Know You visit?

Vicky McDermott: That’s brilliant news. We do still need to visit you to make sure that we have up to date information on you and your household, to discuss your experience as a resident, share information on services we offer, and carry out a property inspection. Your views and experience will help to shape our housing strategy and how we deliver services in the future. 

Our Customer Voice Group will be putting more questions to Vicky and the housing leadership team over the next few months. If you'd like to get involved and have your say as a council tenant, find out more by clicking here.