New Housing Services Structure – What This Means for you

We’re pleased to share that a new Housing Services structure has now gone live from 1^st  April 2026.

This change is designed to make our services clearer, more consistent and more responsive, while continuing to provide the support and care our residents rely on.

Most importantly, the new structure puts you, our residents, at the centre of everything we do.

Why have we made this change?

We know that people’s needs are becoming more complex, and that residents often need support that is reliable, easy to access and consistent across our services.

Following a detailed review, we identified opportunities to:

• Improve how quickly housing issues are resolved
• Make it easier to know who to contact and how to get help
• Strengthen the quality and consistency of support
• Ensure services meet legal and funding requirements
• Invest more time in supporting residents to move towards independence

The new structure helps us do all of this both now and in the future.

What’s Changing?

A new Central Housing Hub

We’ve created a Central Housing Hub which brings together key housing services into one team.

This means:

• A clearer first point of contact for housing‑related issues
• Faster responses to things like repairs, rent queries, lettings and tenancy matters
• More consistent processes across all sites

The Housing Hub now manages:

• Repairs and maintenance coordination
• Rent accounts and arrears support
• Referrals, voids and re‑lets
• Tenancy management and anti‑social behaviour
• General housing enquiries

Our aim is that when you contact us, your issue is resolved at the first point of contact whenever possible, or you’ll know exactly what will happen next.

Housing Hub email address – Housing.Hub@ymcaheartofengland.org.uk

Telephone no: 0121 4774644 extension 267.

A dedicated Housing & Progression Team

Alongside the Hub, we’ve introduced a Housing & Progression Team focused on providing high‑quality, personalised support to residents in supported housing.

What’s different?

Instead of being allocated a Life Coach, residents will now be supported by a Progression Officer.

This is a change in job title and structure, designed to better reflect the type of support provided and to ensure clarity and consistency across our services.

What does a Progression Officer do?

Your Progression Officer will:

• Work with you on your tenancy and housing needs
• Support your wellbeing, independence and life skills
• Help you set and work towards personal goals
• Support you to prepare for move‑on when you’re ready
• Work closely with other services to make sure you get the right support

Progression Officers have manageable caseloads, meaning they can spend more time with you and offer more consistent support.

What does this mean for residents?

• Clearer support
• You’ll have a clearer understanding of who supports you with housing matters and who supports you with your personal progress and goals.

• More time and consistency
• Smaller caseloads mean your Progression Officer can focus on quality support and building strong, trusted relationships.

• Faster housing responses
• Centralised housing services mean quicker responses to repairs, lettings and tenancy enquiries.

• Better preparation for the future
• Support will focus on helping you:
  • Maintain your tenancy
  • Build confidence and independence
  • Take positive steps towards your next housing option

• A joined‑up “one team” approach
• Teams now work more closely across sites, ensuring continuity and support even if staff change or are unavailable.

What’s not changing?

• Our commitment to safe, secure housing
• Our focus on person‑centred support
• Our values and approach to care, respect and dignity
• The aim of supporting residents to thrive and move forward

If you already have a support worker or team you know and trust, that relationshipremains important to us.

How does this support your future?

This new structure ensures we are better placed to:

• Keep services safe, compliant and sustainable
• Improve resident outcomes
• Invest in staff training and service quality
• Continue offering high‑quality supported housing

It also supports our long‑term vision to help people build better futures, stronger independence and lasting stability.

Have questions?

If you have any questions about the new structure or how it affects you, please speak to a member of staff on your site or contact the new Housing Hub.

We’re excited about this next chapter and look forward to continuing to support you.

Thank you for being part of our community.