Last year, our Leadership team spent time with our Customer Experience team to listen to calls from our customers and learn directly what matters most to them. Since then, Jason has spent time with other teams across the organisation to get to know colleagues and learn firsthand what they do to help people make a home.

Visiting homes

Back in November, he spent the day with Development Project Officer Dan Harris from the Development team. The Development team plans and delivers new affordable homes. They identify suitable sites, secure funding, manage budgets, and oversee building projects from start to finish.

“We met at King Edwin Park, one of our new housing developments near Harrogate. The homes felt well-designed and welcoming, and it was good to see the quality of the homes being built. As well as showing me around, Dan shared more about his career and day-to-day work at Leeds Federated, which includes managing development projects, coordinating with a range of partners, and making sure new homes are delivered on time, within budget and to a high standard.”

“We met at one of our new housing developments near Harrogate. The homes felt well-designed and welcoming and it was good to see the quality of the homes being built. As well as showing me around, Dan shared more about his career and day-to-day work at Leeds Federated which includes managing development projects, coordinating with a range of partners, and making sure new homes are delivered on time, within budget and to a high standard.”

He also spent the day with Surveyor Keith Mills from the Assets team. The Assets team are responsible for the overall management and maintenance of homes to ensure they remain safe, suitable, and affordable for customers:

“We visited an empty home that needed significant work before it could be ready for a new customer. Seeing the home first-hand helped me understand the care and judgement that goes into deciding what work is needed, how we invest in homes, and how we make sure they are safe, comfortable and ready for people to move into. I enjoyed my day with Keith, he has a deep knowledge and great eye for detail.

“I’m often reading about our homes as data on a spreadsheet or in a report so visiting them really brings them to life and better understand how we manage them day to day!”

Behind the scenes

In December, Jason spent time with Income Services Officer, Donna Wright at the Tannery. Income Service Officers support customers in managing and paying their rent, service charges, and other debts.

“Donna showed me how she used the software that holds our customer records. I was impressed with how quickly and efficiently she was able to do everything through the system, as I’d never used it before. She took a couple of calls with customers and explained all the steps as she was talking. with customers and explained all the steps as she was talking.

“It was interesting to understand the process and see how Donna used her discretion where appropriate, while always considering the customer’s individual circumstances.

A day at the Housing Hub

At the end of January, on a rather cold day, Jason attended the Housing Hub. The Hub is a dedicated space based at Age UK Leeds, where customers can come and chat with our team about anything from housing support, repairs, income advice, and more:

A day at the Housing Hub

At the end of January, on a rather cold day, Jason attended the Housing Hub. The Hub is a dedicated space based at Age UK Leeds, where customers can come and chat with our team about anything from housing support, repairs, income advice, and more:

“It was great to see the Hub in person after hearing about all the fantastic work following the launch in October. I was tasked with carrying out the exit surveys which meant asking customers about their experience at the Hub – I found it insightful having those conversations.

“It’s always good to meet customers and see our wonderful colleagues in action. I’ve now got a better appreciation for what they do.”

Gardening with the Grounds Maintenance team

In June, with the weather warming up, Jason spent the morning at Harland Square with Neil, Billy, and Colin from the Grounds Maintenance team, who look after our outdoor spaces:

“I very much enjoyed my time out in the fresh air, working on the tools alongside a team that is directly helping our customers make a home by maintaining the communal spaces, lawns and hedges around their homes.

“We managed to get everything done, which hopefully means I didn’t slow them down too much. I look forward to another day out when the weather cools down a bit, as it was very hot!”

Fitting a kitchen with APS

Jason also spent a day with APS, our in-house contractors who manage our rolling replacement programme of kitchens, bathrooms and boilers, as well as electrical testing and damp and mould work:

“I had a great day on the tools with Rick and Liam, where I helped Liam with a kitchen installation. I learned how to use the chop saw for preparing skirting boards, fit plinths, skirting boards, and architraves, as well as cutting tiles.

“Liam and Rick kept me right on what to do and how to do everything safely. Hopefully I didn’t slow them down too much!”

A great reminder

“I have enjoyed being able to spend time with some of our teams, getting to know them and the work they do and lending a hand where possible and safe to do so. These teams and others are all directly helping people make a home every day. Back in my day job, it’s sometimes easy to forget all the different ways we support our customers and their homes; my visits were a great reminder. I look forward to further back-to-the-floor opportunities.”