A day in the life of Tenancy Officer Julie Jackson

As part of our promise to deliver great customer service, our frontline teams often work with customers on an individual basis to understand their circumstances and how we can best support them.

We recently spent a day with Julie to gain insight into her role and the vital work she does.

Julie handles a wide range of responsibilities, including managing tenancy changes, addressing breaches of tenancy agreements, resolving anti-social behaviour issues, and mediating neighbour disputes. Each day brings new challenges and opportunities to make a positive impact.

The day began at Ongo House, where Julie reviewed her schedule and prepared the necessary paperwork and information for her visits. Her first stop was a local village to meet a tenant struggling with mental health issues, which had led to rent arrears and financial stress. Unfortunately, the tenant was unable to answer the door. However, Julie’s visit was far from unproductive. She encountered three neighbours, each with their own needs.

One neighbour, vulnerable and worried about utility bills, was sitting in the cold due to heating costs. Julie provided immediate assistance by referring him to the appropriate support services, which in this case was to our Customer Services team to make sure an engineer could be booked in to look at their heating system.

Another neighbour, a woman facing mental health challenges, was connected to our counselling team. The third neighbour, struggling with the village setting, received guidance from Julie on his housing options.

What began as a visit to assist one tenant ended up benefiting four individuals, showcasing Julie’s adaptability and dedication. All three neighbours were also able to help by being witnesses in a local ASB matter.

Throughout the day, Julie addressed various issues, including noise complaints, overgrown gardens, barking dogs, and anti-social behaviour. Each visit required a unique approach, and Julie’s expertise ensured that every customer received the help they needed.

At the end of each day, Julie ensures that all paperwork for each visit is completed, and actions are set, enabling the team to resolve any problems or issues effectively and promptly.

Julie said, “Every day is different, and that’s what I love about my job. It’s incredibly rewarding to know that I can make a real difference in people’s lives, whether it’s helping them through a tough time or resolving issues in the community.”

For more information and to see the support we offer, please visit www.ongo.co.uk/supporting-you/