One Housing

    Customer Services
    Our Customer Services directorate carry out a huge variety of roles which impact directly and indirectly on our customers and they play a key role in delivery services to our customers which support them to live well.

    There are a number of varied teams within Customer Services:

    Housing and Communities – this includes our Safer Communities, Resident Engagement, Customer Insight and regional Housing teams.

    Together they engage with internal and external stakeholder groups to understand how our customers feel about the services they receive and respond to their concerns, compliments and suggestions.

    By putting our customers at the centre of everything we do, we work to make their communities safer, to promote initiatives to build community cohesion and to give our customers a voice through focus and community groups.

    Portfolio Management

    The Property Management team provides a wide range of services to both internal and external customers across London and the South East.

    Residential Lettings manage all of our market rent and intermediate rent properties. Our properties are let on an assured-shorthold basis, and the team deal with these tenancies in a holistic way managing the lettings process, rent collection, serving of notices, arranging repairs and dealing with any queries tenants may have about their home or tenancy.

    Homeownership manage all of our residential leaseholders and freeholders. This includes our shared ownership properties. The team act as first point of contact for our homeowners on any queries that relate to their home or lease with One Housing. This includes queries about the communal areas of the buildings where they live and service charge questions about their monthly charges.

    Commercial Property manage all of the commercial leases we have at our developments. This is a different type of lease to our residential leasehold properties and this team manages this unique tenure. The team manage the day to day queries of their commercial tenants as well as rent and service charge collection for these units and negotiating new commercial lets.

    Contract Services provide customer focused professional management service to residents and clients, ensuring all legal landlord/freeholder and contractor obligations are met, ensuring that all relevant fees, charges, notices and rents are issued in a timely manner and address as required any queries in relation to these. They're responsible for the negotiation and management of external and internal procurement services and contract arrangements for estate services, utilities and other services and where opportunities exist extend these arrangements for the benefit of the wider organisation.

    Estate Services team provides a high quality, cost effective & responsive cleaning and grounds maintenance service, working closely with the regional housing teams, landlord services, residents, One Direct Maintenance and external contractors. The services we deliver include:

    • Estate communal caretaking
    • Concierge services
    • Handypersons team

    Visit our vacancies page to browse and apply for jobs in Customer Services.

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