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From the frontline – Madeleine Jefferies
Madeleine Jefferies, tenancy services manager at Orbit, talks about managing anti-social behaviour, loving netball and hating mayonnaise
Tell us about your job.
I am the tenancy services manager for the community safety and anti-fraud team in our East region. I lead a team of frontline tenancy services officers who manage cases relating to anti-social behaviour, domestic abuse, hate incidents, safeguarding and tenancy fraud involving our customers.
How did you get into housing?
Some of my immediate family live in social housing, therefore I have always been aware of the need for it and its importance.
After finishing university I took a job at a registered provider while looking for a training contract to complete my legal qualification. I ended up staying in the role for just over four years, working in income recovery before leaving to pursue my legal career. I qualified as a solicitor and practised in a private firm within the property litigation team. The frontline draw was too much and five years later I returned to work at Orbit.
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What is the best part of your job?
The best part is being able to play an active part in improving our customers’ lives. I enjoy empowering them to make positive changes and giving them the skills to sustain their tenancies. I also like being able to use my legal knowledge to help develop my team.
What’s the worst part?
Seeing people in a state of distress or a position where they are not in control of their life choices is definitely the hardest part of my job.
What would you change about the housing sector?
I would resolve the housing supply challenge faced by the sector. I would like to see increases instead of reductions in government grants and assistance in place for providers that face a potential risk of reduced rental income as a result of the welfare reforms.
I think there is a need for housing providers to review their services to think more commercially to ensure stability, while keeping the core focus on social responsibilities; this is something that Orbit does well.
If you could be prime minister for the day, what would you do?
I would change the education system to ensure people are equipped with the life skills they need, as well as gaining academic and vocational qualifications.
Oh, and I would build an indoor netball centre in every town! I’m netball mad and a huge fan of all the England Roses – in particular Jo Harten, Pamela Cookey and Helen Housby.
What’s the most private thing you’re willing to admit to your colleagues?
I am scared/have a phobia of mayonnaise.
