Stronger neighbourhood support on the way this winter

How we’re improving services and building deeper connections in your community.

Eastlight is preparing to introduce more neighbourhood-based teams who can help you with a wide range of issues in your home and community.

While resident satisfaction has improved in the past year, too many of you don’t feel that Eastlight is visible enough nor makes a positive contribution in your neighbourhood (see our Tenant Satisfaction Measures here).

We also know that our service can sometimes feel slow or frustrating when you need to deal with several colleagues about a single issue.

Our new place-based approach aims to change this by focusing on what matters most to you.

By being more visible in your community, our new Neighbourhood Teams will better understand the challenges you face, can build stronger local relationships and respond more quickly when you need us.

This approach has been shaped with the help of residents. Our Customer Influence Committee has been closely involved, and more than 30 Eastlight residents shared their ideas at our Resident Conference in March. We’ve also listened to feedback from local partners and colleagues, making sure this new way of working is practical, joined-up and delivers real impact.

How will this work?

Our new Neighbourhood Teams will include approachable, familiar colleagues with a wide range of expertise, who will be able to resolve issues more quickly where possible. For you, this will mean more personal responses, clearer communication, and less time waiting for things to get sorted.

Behind the scenes, we’re updating our systems, developing new technology and ensuring your neighbourhood colleagues have the right skills and training to support you. We are also working closely with our partners so you can continue to access additional services when needed – such as access to essential furniture and household goods, and advice on benefits and wellbeing.

This is a major change in how Eastlight provides services, so we are taking the time to make sure it works well for you and avoids disruption.

We plan to launch this new way of working this winter. In the coming months, we will share more details, including how to reach your local contact and what they can help you with.

You will also find updates in the October edition of Shine Magazine, followed by more direct information before the changes go live.

If you need to contact us in the meantime, please click here to get in touch.

Read more about our work so far here.