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Housing Services Manager

Andy Wright is Friendship Care and Housing’s Housing Services Manager, responsible for leading a regional team that provide the allocations, housing, estate and tenancy management service for over 4,000 homes across the East and West Midlands.

A day in the life - Housing Services Manager

We asked Andy to keep a diary of a typical day in his role – if there is such a thing! – to get an insight into his varied job and understand the lengths he goes to deliver an excellent service to our customers.


It’s time to set off for work. The commute can be anywhere between an hour’s drive, or two and a half hours, depending on which office I go to. On any given day, I can be based in Walsall, Birmingham or Nottingham, so roadworks on the M6 until 2020 are not helping!


Today, I’m based at Walsall, so as soon as I arrive at the office, I fire up the laptop. I check-in with the Housing Team Leader to make sure that all staff are in and discuss the priorities for the day. We don’t always work from the same office on the same day, so this chat can sometimes be over the phone or email.


I’m holding interviews for a Lettings Advisor position based in the Walsall office today, so I set up the interview and testing spaces, get the paperwork and laptop ready to be used by the candidates. I want to create a comfortable environment that helps the candidates relax and perform well.


Interviewing lasts about two and half hours. Afterwards, I collate the test results and paperwork for assessment and scoring before making a final decision and letting our Human Resources team know. There were some excellent candidates, but there was one that stood out from the others, who’ll be an excellent addition to the team and someone who I know will do their best to provide an excellent service to our customers.


It’s time to break for lunch, so I grab a quick bite to eat before tackling the next task of what’s another busy day!


I visit a block of flats with one of our Housing Officers to investigate complaints of fly-tipping. I feel that seeing the problem for myself, first-hand, helps me to come up with effective solutions. Together we agree to put up some signs around the area to deter those responsible and write to residents to let them know that we’re dealing with the matter and encourage them to report, in confidence, anything they witness.


A meeting at the town hall to review the proposed strategy for tackling homelessness and supporting those that are homeless or at risk of becoming so is an ideal opportunity for me to influence council policy and network with local support agencies.

Andy Wright, Housing Services Manager, Longhurst Group


It’s time to meet with our Community Champion to discuss and plan new events to hold in the community. We plan to work with a group of elderly people to revitalise the community garden at the Beechdale office, organise a street party for the Queen’s birthday and organise a scarecrow making competition later in the year to test the handiwork of our customers!


It’s time for me to attend another meeting. This time, it’s at the town hall, led by the council and attended by various other housing associations, charities and statutory agencies. We’re gathered to review the proposed strategy for tackling homelessness and supporting those that are homeless or at risk of becoming so. This is an ideal opportunity for me to influence council policy and network with local support agencies.


I’m back on the emails and returning calls. A member of the team wanted some advice about a vulnerable resident who they were concerned about. After discussing the case and finding out the background, I recommended that the Housing Officer make an immediate referral to the local council for them to investigate further as safeguarding our vulnerable residents is an absolute priority.


After another meeting brings a busy and varied day to a close, it’s time to head home. Hopefully the M6 will be kind this evening!

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