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From the frontline – tenancy sustainment team manager Gia Hancock

Gia Hancock, tenancy sustainment team manager at LiveWest, tells us about how her team reduces loneliness and gets tenants more involved in their communities, and how malfunctioning IT can get her flustered

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From the frontline – tenancy sustainment team manager Gia Hancock #ukhousing

Tell us about your job.

Part of my role includes supporting two team leaders and 16 tenancy sustainment officers who support our internal customers and departments. They also help some of our most vulnerable customers in managing and sustaining their tenancies by ensuring they remain happy and well in their own homes.

The team looks at reducing social isolation and loneliness by helping customers become more independent and build confidence, as well as supporting the development of new opportunities for them to be involved in their communities.

How did you get into housing?

I come from a supporting people background and worked for a charity organisation, I was a line manager of a floating support and move-on project for adults with learning disabilities. One of our officers joined Knightstone Housing (which merged with DCH to form LiveWest last year) and through her I heard they were setting up a new individual empowerment team and needed a team leader, so I took the plunge and went for the position.

What is the best part of your job?

The team I work with – they are absolutely amazing. The team go above and beyond to help customers and colleagues. It’s such a good feeling to know that there is a team of colleagues always there to help you.


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What’s the worst part?

When my IT equipment or system doesn’t work – it’s about the only thing that gets me flustered.

What would your superpower be?

I have always wanted to fly – I dream about it often.

What would you change about the housing sector?

The sector needs to become more technology driven. Everywhere we look we see systems, apps and online services that are not available to customers when conversing with the majority of providers.

We are in an age where internet usage is everywhere and apps are a part of everyday life, so we need to embrace this. Our customers should have the option to do any business with their landlords online.

If you could be prime minister for the day, what would you do?

I would review welfare reform and the impact it is having on our most vulnerable citizens, fix the issues with Universal Credit, and look at increasing the minimum and living wage levels.

What’s the most private thing you’d be willing to admit to your colleagues?

I’m not sure I have any secrets as I talk so much that nothing is sacred to me!

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