Case Studies

Employee?s stories about working for
City West Housing Trust

Henry Terefenko, Rent Income Officer

How did you get the job?
I applied through City West?s website, attended an interview with the managers and was offered the post.

What does your job involve?
In simple terms, it involves the reduction and collection of customer debt owed to City West Housing Trust. In real terms it?s about working with City West?s customers and in conjunction with various government bodies to help them keep on top of their financial dealings, giving them access to various government lead initiatives and ultimately helping them gain financial inclusion. We ensure City West?s customers are receiving the correct amount of benefits and offer advice and guidance in completing the various benefit applications.

What did you do yesterday?
The first thing I tend to do when I get to the office is organise my home visits, I like to do this before the phone starts to ring and customers come through the door. Throughout the morning I will then make various calls, send various letters and conduct office interviews. After lunch I?ll head out to my chosen area and carry out the home visits I planned earlier. Sometimes it is hard to contact customers, so it?s useful to know the time of day you?d expect your customers to be home. Visits can include completing benefit applications, delivering various notices or simple general enquiries. Once I?ve conducted the visits I?ll head back to the office to update the computer system with the conversations I?ve had and the agreements I?ve made. It?s not the most exciting part of the day job but it?s probably the most essential. Before I leave for the evening I?ll check my diary to see what?s on for tomorrow, quick clean up of the desk and then home.

What?s the best thing about your job?
To be honest, I couldn?t choose any one aspect of my job to single out. The people I work alongside are brilliant housing officers, both knowledgeable and driven. The work itself is interesting and rewarding and working for a company like City West means that I have a solid career path in front of me and management that is enthusiastic, supportive and driven to help me achieve my goals.

And the worst?
When you?re working with a customer who quite frankly doesn?t want to be helped. There are so many really good government initiatives that are available for people struggling financially that it?s always disappointing to see someone who?s just not interested.

How much can you expect to earn on average?
£22,845 What qualifications and personal qualities do you need for the job? While qualifications are important, it?s personal qualities that will determine your success as a housing officer. You?ll need to be tenacious, customer focused, have well rounded people skills and be highly motivated.

Any advice for those wishing to join the profession?
I can?t recommend it strongly enough. Take a look at City West?s website for a list of all the positions currently available.

 

Matt Jones, Head of Housing

When did you join us?
I started in housing with Salford City Council where I was employed as a generic housing officer at Salford Precinct Office between 1997 & 1998 after graduation in a non housing related subject. My 18 months as a housing officer gave me a tremendous insight into the world of social housing and really inspired a passion to pursue my career in the housing sector. I developed a keen interest in the specialist area of ASB and Neighbour Nuisance so left Salford to take up a post of specialist ASB Officer at Manchester Council's ASB Team between 1998 & 2001. This enabled me to develop very specific experience and expertise in an area of housing management as I was working for a service which was seen as a national best practice model. When the post of ASB Manager back at Salford came up with the brief to set up and manage a specialist ASB Service it seemed like the natural step to take given my initial links with Salford & my 2.5 years specialist experience. I set up and established Salford's Central ASB Team and managed that service for 5 years during which time I saw lots of changes including the establishment of New Prospect in 2002, the announcement of the establishment of a new LHC in West Salford in 2005 & the eventual transfer to City West in 2008.

What positions have you held?
During that period I have also worked as an Area Housing Manager in the Eccles & Irlam area which enabled me to widen my housing management experience which had become very specialised during my time managing the ASB Team. This experience stood me in good stead because just before transfer I was appointed to the post of Head of Housing for City West which is my current post.

Why did you choose social housing?
I originally decided to work in housing because I wanted to do something that had a positive impact on people's quality of life. To make a difference by doing something and providing a service that is relevant in the overall scheme of things. That passion has gathered momentum over the years and it's been personally satisfying to see services that I have developed have a positive impact on people as well as attain a position where I can influence how services are delivered and developed more effectively.

Best and worst aspect of your job?
I like the fact that I am able to shape things and work in partnership with colleagues and customers to affect positive changes. I probably don't like the fact that I am increasingly office based and miss the day to day contact with customers.

What lies ahead?
In terms of the culture, we have a journey to make here at City West to embed the right type of culture for both customers and staff but I'm confident that we have lots of excellent and committed people here & we will get there. Everybody seems very enthusiastic about all the changes and understands why the changes are needed. We have an opportunity here to be part of something very significant which will help to shape the development of sustainable communities in West Salford. In short exciting times lie ahead and it's up to each and every one of us to seize the moment and think about what we can do to take the organisation forward positively over forthcoming weeks, months and years.

Future Aspirations?
Ambition wise, I want to help create an organisation where people want to live and work, that our staff and customers feel proud to be associated with, that is seen as a centre of excellence by the rest of the housing sector and is eventually inspected as an excellent organisation with excellent prospects for improvement. Beyond that then I hope to continue my own career progression but we will see where that leads???

Sally Lee, PMS Accountant

Where did you work before City West?
Before I joined New Prospect/City West, I managed a sandwich shop in North Wales. I was responsible for the day-to-day aspects of the business and the business accounts. I also worked every Saturday!

What positions have you held with City West Housing Trust?
After my stint at the sandwich shop, I moved back to Manchester to pursue a career in Finance and joined New Prospect as an Accounting Assistant in 2005. It was a great role for me as I gained a lot experience in housing finance and it has enabled me to progress to the role I am currently in; Property Maintenance Services (PMS) Accountant.

I started this new role in October 2008 just after transfer. I have been involved in the new finance system and more recently the new works management system. I enjoy my job as each day brings new challenges.

Likes and Dislikes?
What I like about working for City West is the great team I am part of, the friendliness of all City West employees and the flexible working hours. I wish there was a vending machine in the office though as I am a bit of a chocoholic!

Aspirations?
My future aspirations are to progress with my career in Finance, trek the Inca Trail in Peru and learn Spanish.

Fred Bardsley, Operation?s Manager

When did you start?
I started working for Salford City Council in 1974 as an apprentice joiner (4 year duration)

What Roles have you been employed in?
Apprentice Joiner ( 4 years )
Joiner ( Maintaining the properties in the Swinton and Worsley Areas)
Technical Assistant ( Carrying out pre and post inspections top tenanted and void properties in the Salford North area)
Maintenance Officer (Managing a team of Technical Surveyors and Clerical staff delivering the Day to Day maintenance activities)
Contract Administration Surveyor ( Managing external and internal contractors delivering the Responsive Repairs service throughout the City)
Team Leader Contract Administration ( Managing a team of 6 Senior Contract Administration surveyors, managing the Responsive Repairs service)
Module Leader (Repairs (Saffron System) Seconded (To design and implement a new integrated IT system to enable us to deliver our services)
Team Leader I-sys Team (Managing a team of 8 people responsible for delivering the individual modules in the IT system)
Operations Manager (Current Position) (Managing all operational issues in delivering the Responsive Repairs service)

What are your likes?
Providing a service to customers. Varity of work activities. People employed within the organisation. Opportunities to progress. Caring Organisation.

What are your dislikes?
I have none.