Tenancy Management Area Working Consultation

Overview

We are excited to announce that Oxford City Council’s Tenancy Management Team is reviewing the way we deliver services to you, our tenants. We are aiming to create a more responsive and flexible service. Our goal is to ensure that your needs are met promptly and effectively, promoting a positive and supportive tenant experience.
 

How we currently work:
At present, each Tenancy Management Officer (TMO) is responsible for a specific area. This means that you may know your TMO by name and have their direct contact number and have developed a personal connection with them.

While this approach has benefits, it also has downsides. If a TMO is unavailable, tenants may face disruption by way of a lack of service or delays to returning calls and emails leading to frustration, especially for your urgent issues.

The new way of working:
We are looking to divide the city into three larger areas, each managed by a team of Tenancy Management Officers (TMOs) working together. By changing to this approach, we aim to provide a more reliable, efficient, and responsive service for you.

Under the new system, TMOs will work together within their areas, ensuring that there is always someone available to provide a service for you. This team-based approach reduces the risk of service disruptions. It also allows for better workload management, as TMOs can support each other and share responsibilities.

When you need a service, call our Contact Centre, where our Customer Service officers are ready to help. Your request will be logged and assigned to an available TMO in your area. This process helps reduce wait times and improve service efficiency.

The purpose of this consultation is to gather feedback from you, our tenants, about the proposed changes. We want to understand your thoughts and ensure that your voices are heard throughout the process.

Why your views matter

At Oxford City Council, tenants are at the heart of everything we do. The transition to a new way of working is a significant change, and your input is vital in shaping it. By participating, you help us understand your experiences, concerns, and suggestions for improving our services.

Here’s why your views matter:

1. Improving Services: Your feedback helps us tailor the area-based model to better meet tenants’ needs.
2. Informed Decisions: Your responses guide how we implement changes based on real tenant experiences.
3. Enhanced Communication: Your input helps us improve how we communicate and engage with tenants.
4. Responsive Service: Your feedback highlights areas where we can streamline services and address issues.
5. Inclusive and Fair Service: Your participation ensures the service is inclusive and fair for all tenants.
6. Accountability and Transparency: Your views hold us accountable to our commitment to transparency.
7. Long-Term Impact: Your feedback shapes a service that benefits the community for years to come.

Thank you for sharing your views and helping us improve tenancy management in Oxford. Your voice matters in delivering the best service possible.