A new approach to managing Council housing repairs across Newcastle is set to make it easier and more efficient for residents to get the support they need.
From October, the repairs and empty homes managers will take responsibility for all repairs-related services within their allocated areas, creating a clearer and more joined-up approach to repairs. Each area manager will oversee the full range of repairs services in their geographical area, including voids and general day-to-day and routine repairs. The areas align with the designation of wards, to work in conjunction with housing teams.
Previously, managers took responsibility for a specific service area, such as voids, and worked across the city.
The new approach follows a successful pilot in the Lemington area, which demonstrated clear improvements in the efficiency of the service and communication between residents, repairs and maintenance, and housing teams.
The pilot was positively received by both residents and staff, with the more localised approach making it easier for teams to work together, resolve issues more quickly and provide a more consistent service.
Following the success of the pilot, the new model will now be rolled out across the rest of the city, with the new arrangements expected to be fully in place by the end of October.
For residents, one of the key benefits will be having a clear point of contact for all their repairs needs. Rather than having responsibility split across different teams, their area manager will have oversight of everything relating to repairs in their area.
Residents who are involved in shaping and improving services have also played an important role in developing the new approach. Involved customers have been kept informed throughout the process and have contributed to discussions and decision-making that have helped shape the changes.
Councillor James Coles, Cabinet Member for Sustainable Housing and Green Investment, said: "This is a really positive step forward for our housing repairs service and one that will bring real benefits for residents across the city.
"Since taking control of the council, one of our key priorities has been improving repairs and making sure residents receive the high-quality, responsive service they deserve. We're committed to investing in and improving the service, and this new approach is an important part of that journey.
"The pilot showed that bringing responsibility together at a local level helps break down barriers between teams and creates much stronger working relationships across the council. Housing and repairs and maintenance staff are able to work more closely together, share information more effectively and resolve issues faster. Ultimately, that means a better, more joined-up service for residents.
"Having dedicated area managers with responsibility for the full repairs service in their neighbourhood will provide greater accountability, clearer communication and a more consistent experience for tenants. Residents will know who is responsible for repairs in their area, while staff will be empowered to take ownership of issues and see them through from start to finish.
"We're also grateful to our involved customers, whose feedback has helped shape these changes. Their insight has been invaluable, and we're excited to roll out this successful model across the city as we continue our work to deliver the responsive, resident-focused repairs service Newcastle deserves."
The changes will be introduced progressively, with the new area management arrangements fully operational across the city by the end of October.