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From the frontline - Diana Galvis
Diana Galvis from Women’s Pioneer Housing explains how she went from cleaner to estate services officer, and how being a Spanish speaker helps her communicate with tenants
Tell us about your job.
I work in a team of six and I am a frontline contact between tenants and the housing association.
I visit all the properties on my patch throughout the week to carry out a health and safety inspection, as well as monitor all the services that tenants are paying for in their service charge, like cleaning, grounds maintenance and pest control.
I also carry out small repairs within flats for vulnerable tenants. I get to interact a lot with the tenants and I am like a friendly face that they see all the time.
How did you get into housing?
The honest answer is I replied to a job advert. I had been working as a cleaner for the previous 10 years when that company went through a restructuring and a lot of staff were made redundant, but I found a job advert from Women’s Pioneer for a cleaning vacancy and applied.
I was very surprised but delighted to get a very quick response inviting me to an interview. What attracted me to the company was that they were committed to paying the London Living Wage and because they provided valuable housing for single women.
I worked as cleaner for Women’s Pioneer for 14 months and in that time I was always made to feel a part of the company and a part of a wider team, rather than just a cleaner who was out of sight.
The properties I cleaned were inspected by an estate services officer and she was very supportive to me. I admired what she did and how she interacted with the tenants and I held aspirations to move to that role if an opportunity arose.
My line manager was very supportive and provided training opportunities to shadow the estate services officers, which meant that when one of them went on paternity leave I was given the opportunity to step up and cover that role. When a vacancy did come up I already had the experience to feel confident to apply for the new role. I have been doing this now for just over four months and still have a lot to learn but my confidence grows every day.
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What is the best part of your job?
Helping the tenants with their queries and their repairs but also some of our residents are elderly or don’t have a wide support network, and therefore I feel that I am helping make a positive impact on their lives with my regular visits. I like talking with all the tenants, getting to know them and their stories. We have some Spanish-speaking tenants, and as a native Spanish speaker myself, I translate for Women’s Pioneer and because of this I have built some great friendships.
What’s the worst part?
There will be times when as much as I want to provide help to a tenant, I have to say no because it’s their responsibility, eg redecorating their flat. Some are fine but others get upset or angry because they don’t think it should be their responsibility and they don’t like being referred back to their tenancy agreement.
What would you change about the housing sector?
As a tenant myself I know how important it is for clear communication, especially around service charges. I think more focus on providing services for good value is most important from a tenants’ point of view.
If you could be prime minister for the day, what would you do?
Build more sheltered housing. Older people can often get lonely, so I’d make sure there are more community areas such as gardens and living areas, and that they have scheme managers available to chat and give support, as well as running activities.
What’s the most private thing you’re willing to admit to your colleagues?
I believe British people have a saying: “Beware the quiet ones”. At work I am very calm and patient but the truth is I have a very passionate temper and can become boiling mad!
