Our Neighbourhood Officers work closely with customers to support all aspects of their tenancies. From welcoming new customers and managing day-to-day housing matters to addressing anti-social behaviour and other issues customers may raise.

Neighbourhood Officers collaborate with local agencies and councils to organise activities like neighbourhood clean-ups to help improve the local area and build stronger communities. Neighbourhood Officers also support the work of other colleagues by checking communal areas to make sure they’re clean and well-maintained.

We caught up with Neighbourhood Officer, Maggie Legister, who shares a glimpse into her busy week. Maggie has been helping people make a home at Leeds Federated for 8 years.

A week spent out and about

“My week can be very varied and I’m out and about quite a lot. On Monday and Tuesday, I usually work from home shortlisting applications for empty homes – this is where I will speak with prospective customers to help match them with suitable homes, as well as apply for their references.

“I usually visit customers and the local neighbourhood on Wednesdays and Thursdays. The Neighbourhood Officers cover areas across Leeds, Wakefield, Kirklees and North Yorkshire. I’m responsible for Beeston, Beeston Hill, and Holbeck in Leeds. My visits can often include conversations with customers regarding anti-social behaviour and how this is being addressed, general welfare check-ins and having a look around outside to see what might need improving for customers. I also support colleagues to access customers’ homes when repairs are needed.

“We’ve recently been developing our Neighbourhood Plans, which are part of our community-based approach that puts customers at the centre of everything we do. As part of this, I’ve been gathering feedback from customers in them areas I cover through planned visits and door-knocking to ensure their voices help shape the plans moving forward.

“My days can sometimes involve meetings with our local partners like the police and Leeds City Council. I attend these meetings regularly to maintain a good working relationship and establish how we can work together to improve neighbourhoods.

“We’re also an active member of the local ‘Problem-Solving Multi-Agency Group’. The Group includes partners from Leeds City Council, Safer Leeds and the Inner South Community Committee. Members of the Group work together to improve community safety and environmental issues in Beeston Hill and around Dewsbury Road.”

A rewarding role

“There are so many parts of the role that fill me with joy. I think my favourite part of what I do, is just simply giving the keys to a family that might have ended up without a home. I love this!

“If I can help a customer or even a colleague, then this makes me happy.”

The importance of customer service

“I have a good rapport with customers in my area and believe I deliver good customer service – I’m honest and approachable, and I’m not afraid to admit if I don’t have an answer straight away. In those cases, I make sure to find the right information so I can signpost customers to the most appropriate person or agency to support them.

“I find that managing anti-social behaviour can sometimes be difficult. That’s why it’s so important to for customers to know about our policies and the ways they can report any issues directly to us.

“The number of missed appointments due to colleagues not being able to access customer homes can often be a challenge. If customers can no longer make their appointments, they just have to let us know and we can easily reschedule to avoid delays in getting repairs done.”

Helping people make a home

“My favourite thing about working at Leeds Federated is the people! I think we’ve got a strong culture. Being honest with each other is important to me and trying to do a good job. We all share the same purpose, and it shows throughout everything we do.”