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Neighbourhoods (Housing): structure and responsibilities

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Neighbourhoods (Housing): structure and responsibilities

We work in 5 Neighbourhood areas providing place-based services within our estates.  

We provide a range of services to our residents including:

  • advice on matters relating to your tenancy
  • ensuring that our communal areas remain safe and clean
  • promotion of positive community living on our estates 

We're not responsible for repairs, but we work closely with our property team to ensure that any concerns about communal areas in our blocks or estates are reported and dealt with.  

What we do 

Neighbourhood Housing team

Our work includes:

  • contacting you about tenancy-related matters by phone, email, in writing or in person
  • advising on issues relating to your tenancy, including updating information about your household, resolving problems with a neighbour, moving home, or what to do when a tenant has died 
  • supporting domestic violence and abuse survivors and their families 
  • responding to low to medium level anti-social behaviour
  • carrying out tenancy visits at your home to make sure we have up-to-date information on you and your household 
  • inspecting estates to make sure shared areas are clean, safe and looked after
  • referring and working with partner agencies such as Adult and Children’s social care, police and London Fire Brigade
  • working with Tenant Resident Associations and Elected Members 

Find your Neighbourhood Housing Officer.

Estate Services: Caretaking 

Our work includes:

  • cleaning shared areas, including sweeping, mopping, and washing doors and windows
  • managing bin store areas including pulling out bins and rotating if required 
  • taking care of green spaces by picking up litter and keeping areas tidy
  • working with residents and others to spot and report problems
  • helping during emergencies by working with first responders
  • checking that caretaking, waste services, and safety tasks are done to a good standard
  • removing fire hazards and report anything unsafe in shared areas

Find out more about caretaking services for communal areas.

Sheltered Housing team

Our sheltered housing offer enables our residents who are over 60 to live independently but within an age-appropriate community with communal facilities.

Our work includes:

  • a dedicated manager and team who provide visible on-site support addressing tenancy, welfare, health and safety issues
  • Careline that provides 24/7 support, enabling our residents to feel safe in their home 
  • homes that meet the mobility needs of residents
  • supporting tenants to continue to live independently and do things they enjoy
  • supporting other council teams to understand the needs of sheltered tenants so they are reflected in the design of work, contracts, method statements and practice
  • working with relevant agencies to improve the wellbeing of tenants

Find out more about Sheltered Housing.

Find out more about the Sheltered Housing Forum.

Team structure

View the Neighbourhoods structure chart (PDF)

Text description of structure chart

Maria Jacobs is Head of Neighbourhoods. Her direct reports are:

  • Neighbourhood Operations Manager
  • Quality and Compliance Manager
  • Sheltered Services Manager

One Neighbourhood Operations Manager manages:

  • Neighbourhood Support Team Leader
    • 10 Neighbourhood Support Officers 
  • 3 Neighbourhood Services Managers
    • 20 Neighbourhood Housing Officers
  • Estate Services Manager
    • 8 Estate Services Team Leaders
      • 67 Caretakers  

One Neighbourhood Operations Manager manages:

  • 3 Neighbourhood Services Manager
    • 20 Neighbourhood Housing Officers 
  • Estate Services Manager
    • 9 Estate Services Team Leaders
      • 67 Caretakers  

One Neighbourhood Operations Manager manages:

  • 3 Neighbourhood Services Manager
    • 20 Neighbourhood Housing Officers 
  • Estate Services Manager
    • Neighbourhood Response Manager
      • 4 Neighbourhood Response Officers
      • Window Cleaner Supervisor
        • 2 Window Cleaners
    • 8 Estate Services Team Leaders
      • 67 Caretakers  
  • Contract Manager
    • 2 Camden Living Officer
    • Concierge
  • Quality and Compliance Manager manages:
    • Quality and Compliance Officer

Sheltered Services Manager manages:

  • 4 Team Leaders
    • 8 Holborn Sheltered Housing Managers 
    • 4 Gospel Oak Sheltered Housing Managers
    • 6 Hampstead Sheltered Housing Managers
    • 4 Kilburn Sheltered Housing Managers
  • Tenancy Manager
    • 2 Estate Management Officers
      • Repairs Officer
  • 2 Assessment Officers