Operations - Neighbourhoods Department

The Operations Department is headed by Keith Wrate, Interim Operations Director. The operations department has two key areas, Asset Management and Neighbourhoods each of which have an Assistant Director.

Housing Operations Team

The team are responsible for delivering a high quality housing service whilst maximising our long term tenancy sustainment, value for money and ensuring that our lettings process is robust.

Lettings Team

The Housing operations team provide pre-tenancy services. The team is headed by the Lettings Manager, whose priorities include policy & strategy, creation & implementation of procedures.

The Lettings Team, focus on choice based lettings and turning around empty homes effectively. The Pre-Tenancy Officers and Lettings Officers are responsible for monitoring the waiting list and dealing with enquiries/assessments.

Tenancy Management Team

The Tenancy Management Team is led by our Tenancy Manager based at Trinity Square, Burton & The Old Mill Building, Uttoxeter are responsible for: This team supports our tenants to ensure that they comply with their Tenancy Agreement and will take the appropriate action to deal with any breaches of Tenancy Agreement.

They also ensure that our estates are kept clean and well maintained and respond to and take action against the perpetrators of anti-social behaviour.

Supported Housing Team

Trent & Dove Housing recognises that there is a wide range of housing support needs within the multicultural communities which we serve.

It is the company’s overall objective to provide high quality housing with sensitive and appropriate support services, which aim to meet people’s defined needs and assist individuals to maximise their opportunities for independence and personal choice.

There are currently 5 scheme managers and 5 schemes which are situated in and around the areas of Burton upon Trent and Uttoxeter.

Welfare Reform & Strategy

The team will pull together the three essential dimensions of the welfare strategy; the income, the tenants and the communities we serve.

Income collection

Trent & Dove Housing recognises that there is a wide range of housing support needs within the multicultural communities which we serve.
The Income Management team, led by the Income Manager, are responsible for monitoring the rent accounts and recovering any arrears owed, taking the appropriate legal action where necessary in accordance with Trent & Dove’s policy. This involves working closely with the CAB, the Council’s Housing Benefits team and providing welfare benefits advice to ensure our tenants are receiving their full entitlements.

Community Engagement Team

We have a Resident Involvement Officer and two Community/Volunteer Co-ordinators who work throughout the Borough to support tenant and resident groups, facilitate community projects and co-ordinate resident involvement opportunities. Some examples include:
  • Community Café’s
  • Allotments
  • Helping our void team
  • Estate clean ups

The ideas stem from our Residents Associations, they have an opportunity to influence how our services are delivered in their local area. They have their own budget to spend on community projects to more formal groups who work closely with us to hold us to account and ensure that all of our services are delivered to the highest standard possible.

Tenancy Sustainment

The tenancy sustainment team work with anyone who is vulnerable/at risk of losing their home with Trent and Dove- these maybe people who have suffered abuse, individuals with addiction issues, those who suffer mental ill health, people with physical or learning disabilities, ex-offenders, under 25’s and young parents and those who require move-on accommodation.

The role of the team is to ensure that the vulnerable, disabled and excluded groups are given fair access to housing and that appropriate support is in place to help them maintain their tenancy. We liaise regularly with external agencies to co-ordinate support and work with clients. This also ranges to finding/helping gain employment for our tenants who are seeking work, we do this by getting them ‘work ready’ consisting of CV writing skills, interview techniques, confidence building, IT training and much more.

Customer Services & Insight Team

The team includes Customer Services and Firstcall as well as a Customer Insight officer who will ensure that our own data and customer service feedback lead to tangible improvements for customers.

Customer Services

The team also includes the Customer Services Team who are based at Trinity Square, Burton and The Old Mill Building, Uttoxeter. They are our front of house and Customer Contact Centre, duties of which include applications processing, providing advice, logging repairs and processing payments. This service will continually be developed to become a Hub of the Business and will ensure all calls wherever possible are answered by promising a First call Resolution.


FirstCall perform a dual role maintaining an emergency response and mobile visiting service. The call centre operates 24 hours a day with staff working a rotating shift pattern to ensure that assistance can be provided around the clock whether in the event of an emergency or just offering advice and reassurance.

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