How we're shaping our services around you and your neighbourhood

It’s our job to make sure your home is safe and comfortable, and you can feel proud of your neighbourhood. That’s why we’re changing how we work, so it’s easier for you to get help when you need it. 

From December, you’ll have a named Neighbourhood Lead who will be responsible for your home and local area. They will understand your challenges and be able to resolve issues quickly, building stronger, more trusted relationships.

This new way of working is in response to your feedback and has been shaped by residents on our Customer Influence Committee and Active Residents Network

  • An older woman is siting on her grey sofa holding a mug of tea with two hands.

    Why is Eastlight changing?

    Many of you have told us you’re more satisfied with Eastlight than in previous years, especially when you have a simple query. But we know that some of our services can feel slow when you have to contact different team members, and that it’s not always clear who to turn to for more complex issues.

    Our new Neighbourhood Leads and their teams will change that.

  • Two women sat on a sofa holding mugs of tea. They are both laughing and smiling.

    What can I expect?

    We’ll be concentrating on the housing and neighbourhood services that you have told us matter most to you.

    Your Neighbourhood Lead will have the skills, expertise and support to help when you:

    • First move into your home
    • Need help paying your rent or service charge
    • Have questions about your tenancy or lease
    • Need something fixed
    • Want to raise issues or concerns about your area

    Instead of needing to speak to several people at Eastlight, your Neighbourhood Lead will take ownership and resolve things faster.

    You’ll also see more of them around in your community too, with regular walk-abouts and neighbourhood meetings, where you can discuss decisions and agree priorities for your area together.

    We will work more closely with our local partners so you can continue to receive extra support when you need it – such as wellbeing advice or help accessing the benefits you’re entitled to.

    Behind the scenes, we’re building new systems to give our team members the right information at the right time.

  • Eastlight resident Michaela Thomas and her two kids, smiling at a camera

    An easier way to get in touch

    Seven in 10 of you have also asked for more online services. The updated ‘My Eastlight’ portal and app (see more here) will make it quicker and easier for you to manage your home and organise your own appointments, with confidence.

  • An Eastlight resident is leaning against a wooden post outside his home. He is holding a mug of tea.

    What's next?

    We’re making sure these changes go smoothly and that you’re kept updated. Leading up to December, you’ll receive more details – including who your Neighbourhood Lead is and how they will support you.

    Put simply, when you need us, we’ll be there – faster, more visible and more personal than ever before.

Got a question?

Get in touch here