Skip to main content

beta This is the improved Camden website. Tell us what you think.

Housing and Property Customer Service and Engagement: structure and responsibilities 

Housing and Property Customer Service and Engagement helps tenants and leaseholders access housing and property services. We manage customer contact, resident engagement, and complaints casework. 

We provide a range of services to residents, including: 

  • the Housing and Repairs Contact Centre (HRCC) 
  • resident engagement and neighbourhood repairs liaison 
  • repairs contact and coordination support 
  • property and neighbourhood complaint casework 
  • service improvements based on resident feedback and performance information 
  • universal key project 

What we do

Customer contact and repairs coordination 

Our work includes: 

  • running the Housing and Repairs Contact Centre (HRCC) 
  • supporting residents to report repairs and resolving repair queries 
  • coordinating repairs enquiries and administration 

Resident engagement 

Our work includes: 

  • working with residents to understand concerns and priorities 
  • supporting neighbourhood repairs liaison activity 
  • coordinating engagement activity linked to housing and property services 

Complaints and casework 

Our work includes: 

  • triaging and managing housing and property complaints 
  • responding to Councillors and MPs inquiries 
  • providing casework support for complex issues 
  • using lessons learned to improve services 

Team structure 

View the Housing and Property Customer Service and Engagement structure chart (PDF). 

Text description of the structure chart 

Scot Reid is Head of Housing and Property Customer Service and Engagement. His direct reports are: 

  • Housing and Property Engagement Manager 
  • Customer Service Manager – Housing and Repairs Contact Centre 
  • Resident Experience Programme Manager 
  • Casework Team Manager 
  • Product Delivery Manager 

The Housing and Property Engagement Manager manages: 

  • Housing and Property Senior Engagement Officers (x5) 
  • Neighbourhood Repairs Liaison Team Leader (x1) 
  • Neighbourhood Repairs Liaison Officers (x5) 

The Customer Service Manager – Housing and Repairs Contact Centre manages: 

  • Resident Experience Operations Manager (x2) 
  • Senior Housing Repairs Coordinators (x3) 
  • Housing Repairs Coordinators (x20) 
  • Property Administrators (x8) 

The Casework Team Manager manages: 

  • Complaints Casework Manger (x1) 
  • Senior Case Management Officers (x2) 
  • Case Management Triage Officers (x2) 
  • Case Management Officers (x14) 
  • Lessons Learned Leads (x2) 

The Product Delivery Manager manages:

  • Project Manager (x1) 
  • Performance Analyst (x1)