Johnnie Johnson Housing colleagues continue to work hard to develop our services and processes. Our customers are at the forefront of everything we do, which is why we are listening to your comments and feedback and looking at ways we can improve.
We’d like to introduce our senior members of the Customer Experience and Neighbourhoods’ Team who, together with their team, are focused on improving the services we offer to you.
Vikki Fisher
Customer Operations Manager
What’s your background?
Before joining JJH in March this year, I managed commissioned services in supported housing for over 20 years. In this time, I looked after housing and advocated for vulnerable homeless people with complex needs. I managed HMP Manchester Prison Visitors’ Centres and Prison Link Housing teams, and most recently established the UK’s first and longest running Housing First Pilot Project – supporting women offenders with complex needs. I’m really proud that we won Homelessness Service of the Year 2019, with the project subsequently being rolled out nationally and tackling homelessness with amazing outcomes.
What does your role involve?
I’m responsible for Customer Experience and Welfare along with income for the business.
What do you enjoy about your role?
Everything! I love being part of the business at this exciting time, working with colleagues who believe strongly in our Customer First values and influencing improvements in customer experience and welfare.
What are the main challenges for you?
Across the business, we have new staff learning new roles and skills, which is obviously challenging. However, our colleagues are committed and enthusiastic, and accept the challenge with real positivity.
What are you looking forward to in your role over the next 6 months?
Embedding new roles, watching teams flourish and seeing the positive impact this will have on our customers and services.
Tell us about yourself
As a busy working Mum, I love spending weekends on the beach with my children (who have suddenly become young adults!) and can often be found paddleboarding or kayaking.
Rachel Ojuederie
Customer Performance Manager
What’s your background?
I’ve been with Johnnie Johnson Housing since April this year. Having previously worked for a local housing authority as a Customer Engagement Manager, I was responsible for the housing involvement and engagement service, which included scrutiny, performance and monitoring, resulting from customer feedback.
What does your role involve?
It’s an exciting new role created for our Customer First programme, focused on customer satisfaction, performance, and involvement.
Along with my team, I am ensuring that we use customer feedback and insight to improve our services, as well as making sure policies and procedures are followed.
What do you enjoy about your role?
I love working with our customers to help improve our services and processes. I believe they are at the heart of everything we do – with everything we deliver, the customer’s voice should be represented. At the end of the day, if anyone’s going to know if we’re getting it right, it’s our customers!
What are your main challenges?
We are working hard to encourage customers to get involved and have their say. We understand everyone is busy, that’s why we want to ensure we have various options for engagement, both online and in person.
I am spending time on improving our complaints process and tenant satisfaction measures. And we’re waiting on the Government to introduce the Housing White Paper into law, which means I am putting contingency plans in place for myself and the team, should we need to implement any changes as a result of this.
What are you looking forward to in your role over the next 6 months?
We have an exciting menu of engagement opportunities for customers to get involved in, so I’m looking forward to all of that, and of course meeting residents! It’s important that we really understand what our customers want, and the improvements they would like to see.
Tell us a fun fact about yourself
My Great Aunt Molly who is an amazing 106 years young, told me the key to life is saying yes to everything, and that’s always stuck with me. So… I have a sky-dive booked in August, which will be a new experience!
Michelle Collins
Regional Neighbourhood Manager West Region
What’s your background?
I joined JJH in December 2020. I have worked in Social Housing for 20 years (nearly all my working life) I have worked for Places for People, Progress Housing, Eden Housing and JJ. I have carried out a number of roles during the last 20 years, all within Housing management and and I have been a leader managing front line housing teams since 2011 .
What does your role involve?
My role involves managing the front-line housing services across the west region, which covers from Cumbria to Buxton.
Which roles report into you?
Neighbourhood Housing Leads, Community Housing Officers, Independent Living and Community Housing Officers for General Let and Leasehold properties all come under my remit. Plus I manage the Leasehold Independent Living Officers and Leasehold Visiting Warden.
What do you love about your role?
No two days are ever the same. The ability to support our residents and make a difference to peoples’ lives is very fulfilling.
What are the main challenges for you?
Recruitment is a difficulty at present across the sector, therefore finding people for the new Community Housing Officer roles has been a challenge. We are preparing for up and coming changes from government, regarding shared ownership, and we are looking at ways to implement some new, more efficient ways of working, following customer feedback.
What are you looking forward to in your role over the next 6 months?
I’m looking forward to having a full complement of colleagues in the west which will enable us to deliver outstanding services to our customers.
Tell us a fun fact about yourself
I love my holidays, and I love planning holidays not only for myself but friends and family. I also have a caravan that I like to spend time away in. I am an early riser and walk 3 – 5 miles each morning at 5.30am. I love reading books when I do find the time to relax.
Robbie Sinclair
Regional Neighbourhood Manager for North East, Yorkshire & Derbyshire
What’s your background?
Joining JJH in January 2020, I have actually worked in this sector since I was 16, covering all areas of Housing. Prior to working here, I managed the Engagement & Sustainability team at Northumberland County Council.
What does your role involve?
I am responsible for the operational management of a variety of services that enable our residents to live independently and safely in their homes.
What do you enjoy about your role?
I love the variety, but most of all I love seeing the difference our teams can make to residents’ lives.
What are your main challenges?
Launching and promoting our wellbeing service is an exciting challenge, along with ensuring effective management of all tenancy and safeguarding functions.
What are you looking forward to in your role over the next 6 months?
I’m looking forward to seeing the difference our new services’ offer can make.
Tell us a fun fact about yourself.
Born and bred in Newcastle, and although not every Geordie is related to a famous Geordie, I am actually related to retired footballer, Alan Shearer!
Community Housing Officer Recruitment
Are you interested in joining our team? You can find out more here or email PeopleOD@jjhousing.co.uk
A rota will be displayed every week in your scheme, notifying you which team member will be visiting and when. You can also phone our Customer Experience Team with any queries or requests on 0345 305 5335 or email general.enquiries@jjhousing.co.uk.
You can also use our online portal or mobile app.