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A week in the life of… a planner team leader
Samantha Wright from housing association CHP has spent the week wrangling with the repairs backlog, working out how to carry out fire door safety checks, and more
Monday
After logging on from home with my morning coffee, my first job is to look at the callouts we have had over the weekend to see if anything needs urgent attention.
I then have a meeting to look at the backlog of outstanding repairs that have built up since lockdown began, and when we can expect to clear this.
At the end of May we started working in our residents’ homes again while following social distancing guidelines. In the first two weeks we completed more than 1,150 appointments, with lots more booked in.
I also have a catch-up with the planning team today, which I try to do a few times during the week. Having these catch-ups helps me to see how everyone is getting on while we are working remotely, and if there are any issues we need to pick up on.
Tuesday
Today I have a meeting with our directors to give a demo of our new online repairs booking system.
We have been working on this system to provide a better experience for our customers, and we hope to be able to make this live soon. I have been working with our IT support team to ensure that customers with repairs appointments receive text messages in advance. These texts tell them about the additional safety precautions we will be taking in line with coronavirus guidelines.
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Wednesday
Today I have been arranging equipment delivery to some of my team members, as some need their office chairs and additional screens to continue working remotely.
I want to make sure my team are still looking after themselves and have all the facilities they need, so our supply chain team have arranged to have their chairs delivered to their home addresses.
Thursday
I have a meeting today to discuss planning for the fire door checks that we operate in house.
Again, this slowed down over the lockdown, as many customers have been self-isolating, which means we can’t visit buildings to carry out checks.
I catch up with one of my team members on their current workload and discuss any concerns they have about getting the work done.
Friday
Today I have been working on updating repairs scripts for our customer service centre.
Our service centre uses these scripts to generate all repairs requests so we must make sure they are always up to date and accurate.
Any service changes then need to be communicated to our out-of-hours service provider. This is vital work to ensure we are keeping our customers happy and safe.
In the afternoon I check in with a few of my team members. It’s an extremely busy week and they have been in high demand.
I also try to catch up on my emails and any work I have outstanding so I carry as little work over to next week as possible.
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A week in the life series
Our ‘A week in the life’ series features housing professionals talking through what they do in their job on a day-to-day basis.
Find out about the different challenges housing workers in a variety of roles face in a given week.
We aim to feature staff from housing associations, ALMOs, local authorities and more.
Click here to nominate yourself or a colleague for inclusion
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