Meet the team taking a stand against damp, mould and disrepair
In October 2023, we launched a new team to focus on damp, mould and disrepair to offer a new layer of support to our customers.
Since then, the team of six (increasing to eight in the next couple of months) has been extremely busy in helping to resolve some those ongoing issues that can cause a lot of stress and anxiety.
Kate Rollinson, Service Manager for the new team, said: “The first few months were very much focused on recruiting the team. We knew we needed specialist damp, mould and disrepair building surveyors that had the skills and knowledge to identify the cause of damp and mould within our homes, but we also wanted them to champion our customer promise and really put customers at the heart of the service.”
The big focus for the team was to introduce a new case processing system that would improve the way we manage each report of damp, mould or disrepair in their home. This was launched in September 2023 for disrepair and October for damp and mould.
Kate said: “It's simplified the process which has made our customer service better. Our new system allows us to easily record all interactions with customers, contractors, colleagues and other organisations all in one place. We can save all photos that are sent in and any relevant reports to give us a clear picture of how the actions we are taking are resolving the issues for customers.
“We’re extremely busy at the moment working hard to resolve issues of damp, mould and disrepair but I absolutely love the work we’re doing.”
The team has also started working with two independent surveying contractors that specialise in damp and mould and a further two specialist damp and mould remediation contractors helping to complete the repairs that have been identified as the cause of damp and mould.
Here’s what the team had to say:
“The team within Stonewater allows me to experience the joy of seeing our customers feel safe and secure in a property they call home.”
“I like being able to make a difference and help Stonewater to show that we are a caring Landlord, striving to work with the customer to overcome and prevent future issues of D&M in their homes.”
Kate Rollinson, Service Manager
As well as continuing with their main areas of focus, the team is also connecting with some of our engaged customers such as the Scrutiny Panel to see how they can keep improving the support they offer.
This includes looking at any reasonable adjustments so that they can deliver a service that meets everyone's unique needs.
Keep an eye on Here to Help and our customer hubb for more updates on how our team is tackling damp, mould and disrepair.