Q: Can you give us a brief introduction to yourself and the team?
A: I've been part of the Bield family for four years now, having previously worked at the Scottish Federation of Housing Associations (SFHA). My team consists of six amazing individuals who are dedicated to ensuring our tenants receive the best possible service and support.
We have two Income Advice Officers, Rebecca and Scott, who work tirelessly to ensure our tenants are receiving all the benefits they're entitled to. They've been doing some fantastic outreach work, visiting our developments and helping tenants claim benefits they may not have known about. It's been incredibly rewarding to see the tangible difference this makes to people's lives.
Our Tenant Engagement and Participation Lead, Alan, is spearheading our efforts to involve tenants in shaping our services. We've established groups like the Communication Champions, Compliment and Complaint Collective and our Equality Network, all of which give tenants a voice and ensure we're meeting their needs.
We also have a Policy and Insight Officer, Robert, who helps us stay on top of tenant feedback and ensures our procedures are up-to-date and efficient. Our Community Connections Officer works closely with the tenant engagement team to connect our developments with local resources and opportunities.
Last but not least, our admin wizard Kalli keeps us all organised and on track. It's been fantastic to see the team grow over the past 18 months and I'm really proud of the work we're doing.
Q: What sets Bield apart from other housing associations?
A: One of the key things that sets Bield apart is our focus on older people and those with specific housing needs. Our properties are designed with accessibility and independence in mind, and we offer a range of services to support our tenants in living their best lives.
We also have a strong emphasis on kindness, which was added as a core value when our current Chief Executive joined. It's not enough for us to simply provide housing; we strive to treat our tenants with dignity, respect and compassion in everything we do.
Q: How’s the work going? Are there any achievements you would like to share?
A: It’s going well, it's been a busy 18 months developing my team. We've updated our allocations policy, been shortlisted for TPAS awards for tenant engagement, and our Income Advisors have helped tenants claim significant unclaimed benefits - making a real difference. Establishing tenant groups like the Communication Champions has boosted involvement too.
Q: Undoubtedly, there are challenges. Could you discuss any recent hurdles and how you've overcome them?
A: Like all jobs, there are always challenges. Keeping policies and procedures up-to-date can be challenging, especially when working with vulnerable people. At times, there may be a gap between tenant expectations and the services we can realistically provide. However, by upholding honesty and candour and treating everyone with respect, we can navigate these challenges effectively.
As a housing association, we collaborate closely with various teams to provide comprehensive services. I work hand-in-hand with our housing colleagues to ensure our policies and procedures are consistently updated and aligned with our mission.
Q: What are your plans for the future? Are there any new initiatives or projects on the horizon?
A: We have some exciting new initiatives coming up to boost tenant engagement and participation. One of our big plans is to establish regional tenant forums across the different local authority areas we operate in. These will provide a platform for tenants to raise issues and concerns at a local level before they escalate.
We're also going to start implementing a "Community Inspections" programme, where tenant groups and staff do walkarounds of our developments using a checklist to identify what's working well and what could be improved upon.
Additionally, we're looking at implementing new technology like discreet air quality sensors in homes that can alert us to potential damp and mould issues before they become major problems. The goal is to take a more proactive, preventative approach.
