Our Asset Compliance Team Leader, Emily

Emily Elsworth is an Asset Compliance Team Leader (Gas and Electrical) for Longhurst Group. She works closely with our contractors to manage work, including repairs and boiler breakdowns.

Here we spend a day with Emily to see what her job entails…

8.30am – Due to Coronavirus, I’m currently working at home so before I log onto my laptop, I make sure my pet rabbits are fed to keep them quiet for the day! I then switch on my laptop and read all my emails - this morning I had 18 to respond to.

9am – Now I’m up-to-date on my emails, I have phone calls starting to come through. Due to the time of year, I’m mostly looking into repairs and boiler breakdowns. I run a report to monitor how many repairs were raised last week and check that they’ve all been attended to or have future appointments booked. I send this report to our contractor and we work together to ensure that all repairs are on schedule to be completed as soon as possible.

11am – This morning I have a monthly meeting with our contractor to discuss the servicing figures. The Customer Services Team also take part in this meeting to report back customer feedback so this can be addressed with the contractor. We take this time to celebrate compliments that have been sent in about engineers and the compliancy figures we’ve achieved through this difficult time.

12pm – I begin my weekly report which outlines all properties due their gas service within the next 30 days. This is sent to Managers, Directors and Executive Directors so they can be kept up-to-date with how the servicing is getting on for that week.

1pm ­– After grabbing some lunch, I now catch up on emails again. I make sure to dip in and out of my inbox all day to ensure that any urgent emails are responded to instantly. I also check our group work tray, which is where all calls for the day are logged. This way, I keep up-to-date with what key themes are coming through from our customers.

2pm – I begin my cancellation audit, where I select some cancelled jobs and ensure that the customers were contacted in the correct format. These audits are then fed back to the contractor to monitor progress.

3pm – I have a team call with my six coordinators where we discuss how the workload has been and talk through any queries we may have. Today, we spoke about the upgrade of our system and went through some additional training. We always talk through ‘hot topics’ which are particular issues we’re finding with our contractor so I can discuss these with our contractor. This way, we can come up with solutions and go through lessons learnt. In this meeting, I also feedback the discussions from the meeting I had this morning to ensure that the whole team are kept as up-to-date as possible.

4pm – At this sort of time each day, I look through our customers’ homes which are due for servicing within the next 60 days and check that our process has been followed. This way, I can monitor any homes which may fall overdue and look for resolutions with the coordinators.

5pm - I check my calendar for the next day and clear all my emails ready for the morning, when it’ll be time to go again!