We're changing the way we work
Francis Burrows, Executive Director – Customer and Operational Services
We recently implemented some changes to our Housing and Customer Services teams. These changes are an important step in improving how we support you, and they will help us deliver our 2025–28 Corporate Strategy.
Over the past year, we’ve made real progress. This includes improving the repairs service, strengthening our work on damp and mould, and handling complaints more effectively. Now, we want to build on this progress and make long lasting improvements that benefit every resident.
To do this, we are bringing key parts of our housing and customer services together, so they are led by one area of responsibility. This will help us work more closely, respond more quickly, and provide a more consistent experience for you.
We are introducing two new roles:
Assistant Director of Customer Support
This role will oversee all housing and customer service teams, making sure we work in a more efficient and customer focused way.
Service Development Manager
This role will lead continuous improvement, making sure our services keep getting better and deliver stronger outcomes for residents.
These changes will help us:
- Provide clearer leadership and a more future focused structure.
- Manage the entire customer experience in one team, making it easier for you to get the help you need.
- Make sure that improvements we introduce are long lasting.
- Stay aligned with our core priorities: Right Homes, Right Services and Right Support.
- Respond effectively to Ombudsman insights, improve performance against Tenant Satisfaction Measures, and meet all required Regulatory Consumer Standards.
Together, these changes strengthen our ability to deliver high quality, customer centred services – and ensure we are set up to support you now and in the future.
My Wandle Repairs will stop working from April 2026
From April, you will no longer be able to report repairs in your home through MyWandle. This is because we are introducing a new system that will streamline and improve our repairs service. To report a repair in your home, please call our contact centre on 0300 2000 120, or by emailing us at customerservices@wandle.com.