Working better together

As a business, our vision is clear – we are committed to building great homes, that create great communities, supported by great people. It is really important that we are always looking to improve, to evolve and to ensure that our way of working is the right one for the business and, most of all, for our customers.

We will be shortly be implementing a new way of working across the regions, that we believe will be better for our customers. To effectively deliver our vision it’s clear that we need to make changes in the way we deliver our services. Embracing a digital-first approach, the proposals will enable us to ensure a two-way relationship between us and our customers, with responsibilities on either side.

Part of this new way of working our offices in Blackburn and in Blackpool will no longer be open for walk-in inquiries as of Monday 30 July 2018. This means we will be more visible in our local neighbourhoods working more closely with our customers and communities, so our staff will be less office based.

Customers will always be our number one priority. That’s why we are making these changes. 

Our objective is clear: We are here to make life better for our customers, to provide them with homes that meet their needs, support them when required, work with them to create thriving communities and help them to take control of their lives. Our new way of working will improve our chances of achieving the best result for us – and our customers.

If you would like to know more about this new model and how it may affect you or people you represent then please see our framework for delivery or get in touch with your local head of neighbourhood.

For the Lancashire region, where this new way of working is happening first, its Fiona Nicholson. She can be reached via email

Building Greatness

Latest updates

Keep checking back for the latest new ways of working.

Our new ways of working are about working with and not for our customers, enabling customers to become more independent and do more for themselves, ensuring we can support those customers that need it most. This will mean there will changes to the way our caretakers go about their day, and it is important that they, colleagues, customers and partners understand the changes in role so that everyone’s expectations are met.

From Monday 3 September the responsibilities of caretakers will be as follows.

Caretakers are responsible for the following:

  1. Scheduled cleaning of internal communal areas which includes stairwells, lighting, sills and ledges, communal doors and glass including fixtures & fittings.
  2. External communal areas which include bin store rooms/areas – this responsibility is restricted to sweeping floor area, removal of cobwebs and disinfecting of floor areas. In addition rotation of communal paladin bins.
  3. Litter picking the front, rear and side within the perimeter of schemes.
  4. Removal of graffiti identified on Great Places property, 24hrs if offensive/5 days if non offensive.
  5. Unblocking bin chutes.
  6. Replacing communal light bulbs where applicable.
  7. Carrying out minor repairs identified at schemes,  ie easing doors, repairs to gates/fencing etc.
  8. Reporting of larger repairs to customer hub.
  9. Reporting to Neighbourhood Service Managers about abandoned vehicles identified at Great Places schemes.
  10. Replenishing grit bins
  11. Placing grit on designated zones identified on maps at Independence and Wellbeing (elderly Services) schemes only.
  12. Signposting, advising customers to contact Great Places via the digital methods.
  13. Removing detritus/litter/leaf foliage from grids/gulleys to prevent blockages and overflowing grids.
  14. Updating info on notice boards.
  15. Health and Safety checks within internal and external areas, identifying and arranging removal of items.

The above is not an exhaustive list; further clarification will be confirmed once other task requests are identified.

The next region for the new ways of working to be implemented is Yorkshire. The teams are in training at the moment and the rollout will begin on Monday 10 September. On the same day the office in Sheffield will no longer be open for walk-in inquiries. This will mean we will be more visible in our local neighbourhoods in Sheffield working more closely with our customers and communities.

If you would like to know more about this new model and how it may affect you or people you represent then please see here or get in touch with our your local head of neighbourhood. For Yorkshire, its Raymond Kinsella. He can be reached via email

To download this notice click here.

The Business Transformation review in our Social Investment and Community Development teams has reached the end of the consultation stage. The consultation period began on July 12 and ended, after a three day extension to the normal 45-day timeline, on Wednesday 29 August.

This consultation period provided colleagues with the opportunity to ask questions, understand more about what the proposal changes mean for them and to put forward any ideas or suggestions. It’s been a thorough and rigorous process with high levels of engagement and the reason it was extended by three days was to ensure that all necessary discussions could take place. Thanks to everyone who has shared their thoughts and suggestions.

The vast majority of queries have now been resolved, changes to structures and job roles made and the project team is now working with individuals to answer any outstanding questions.

So, what happens next? The findings from the review told us that customers and partners value the work that we deliver, and that with greater focus we can achieve more with our resources and with our help customers can do more for themselves. Delivering this would allow us to target our support to those most in need and where this can generate the greatest impact.

We want to work in smarter ways, use data and evidence to inform the design and delivery of our services and work in line with the new ways of working across the wider Customer Services Directorate, in-line with the ambitions in our new Corporate Plan

As a result, we will move from a delivery model where colleagues are regionally based to a more commissioned framework, where we work more flexibly according to identified needs and can respond more flexibly to changing demand. 

Throughout September we move into the next phase of the project and begin the recruitment and selection process.