7/20
  • Pages
  • Editions
01 Cover
02 Contents
03 Celebrating 60 years
04 Helping to end homelessness
05 Tenant Perception Survey
06 Estate Services standards
07 Dale Wordley
08 Safety checks
09 Tenant Experience Survey (TES)
10 Improving our allocation process
11 No fly tipping
12 Domestic abuse - get help
13 Housing for over-55s Panel
14 Tenant Assurance Panel (TAP)
15 Community Noticeboard
16 Live chat on Facebook
17 Easter round up
18 Gardening comp
19 In the garden shed with Jane
20 Competition!

Dale Wordley, Assistant Maintenance Director

Dale joined Broadland in November. Previously, he worked as Operations Director for Norwich City Council Repairs, and Head of Customer Experience and Insight at Flagship Housing.

What are your first impressions of Broadland?

I’ve seen that Broadland really care for their staff. I’ve met a great group of people here and I’ve also enjoyed meeting tenants (e.g. at the HOP and TAP), the people we’re here to serve.

What you are responsible for in your role?

I oversee all Broadland’s repair and maintenance activities (scheduling, responsive repairs, aids and adaptations, planned maintenance and empty properties). I work closely with the Operations team. Local Delivery is a real gem for Broadland – providing a platform for staff to be familiar with the tenants and properties in their area. We’ll be focusing on scheduling to improve Local Delivery in the next financial year.

What is your vision for the Repairs service?

We do some great things in our Repairs service but sometimes we don’t get it right. I would like to see more consistent delivery, and also a more human touch, so that tenants feel like we listen and care. That’s why getting tenant feedback, good and bad, is so important, so we can improve.

What are your current priorities?

  1. Be ready to comply with the TSM (Tenant Satisfaction Measures). It’s wonderful because it sharpens all aspects of what we do.

What are your current priorities?

  1. Be ready to comply with the TSM (Tenant Satisfaction Measures). It’s wonderful because it sharpens all aspects of what we do.
  2. Review our out-of-hours process – the feedback is that we could improve
  3. Make sure our empty homes processes are great and our (‘void’) policy is still relevant
  4. Work with scheduling/IT teams to further develop the great service we want to provide
  5. Work with our Data team to truly understand how we are performing and act on that information

What would you say to tenants who’ve been waiting their repair?

I would first apologise. I appreciate your patience and hope you understand that all businesses, not just Broadland, are affected by the impact of Covid. We’ve now progressed through the repairs backlog, and I’m hoping tenants will see an improved Repairs service within the next 12 months.

What can tenants do to help us improve our Repairs service?

  1. Please tell us if you can’t make your repair appointment, especially your gas or electrical safety check. It’s very important we gain access to keep tenants safe.
  2. Always complete your repair feedback request. I read every single one each month!
  3. Get involved in one of Broadland’s tenant panels.

About Dale

Community

“I come from the tools – I’m an electrician by trade, but community is a big part of who I am. I’ve been a charity trustee, a parish councillor and I’m planning to set up a new charity to raise awareness of the importance of bees.”

Roots

“I was born and raised in Norwich (we moved to the country in 2014). I was brought up in social housing and many of my relations still live in social housing, so I understand how important it is.”

Family, pets?

“Married, two 12-year-old boys, 3 cats and ½ million bees!”

Hobbies

“Beekeeping! My wife bought me a beehive and I’m the sort of person who can’t help it but to jump straight in. I’ve always loved music, and play guitar and saxophone.”