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TOP AWARD: Tenant Liaison Officer Ellen Hughes, who works for Frank Haslam Milan West Midlands, has been shortlisted for a TPAS Connecting People Award. Ellen is pictured with tenant Paula Wedgebury and her family.
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Tenant Liaison Officer (TLO) Ellen Hughes is celebrating after being shortlisted for a ‘Tenant Liaison Officer of the year’ award for her outstanding work in the community.
Ellen, who works for Coleshill-based community regeneration specialist Frank Haslam Milan (FHM) West Midlands, (part of the Keepmoat group), has been nominated for this year’s Tenant Participation Advisory Service (TPAS) Connecting People Awards.
The awards ceremony is scheduled to take place on March 18 at St John’s Hotel in Solihull, Birmingham.
The award recognises Ellen’s remarkable achievements when it comes to working closely with tenants and helping to transform communities in areas where the Government’s Decent Homes programme is taking place.
FHM has been working in partnership with Redditch Borough Council in the delivery of a £9.6 million investment scheme to bring 3,300 properties up to the Government’s Decent Homes standard by 2012.
Ellen’s role as a TLO involves providing constant contact between tenants and the site team and supplying them with accurate information and support at all times.
She visits properties on a daily basis to update tenants on progress and keeps a tenant diary to help tenants identify the programme of works scheduled to take place in their homes.
Ellen puts the needs of the community before her own and regularly goes beyond the call of duty. On one occasion, Ellen noticed that one of her tenants was looking unwell and quickly realised the tenant was diabetic and had suffered a hypo. Ellen sat with the tenant for over an hour to make sure the tenant had recovered before leaving for her next job.
Ellen, 26 said: “I’m thrilled to have been shortlisted for this award.
“I get a great deal of satisfaction from working at the heart of the community as a Tenant Liaison Officer and supporting people while they have their homes transformed.”
Ellen’s ongoing dedication towards work has led to a 97% return rate for questionnaires and an average 98% customer satisfaction score relating to all her properties every month.
Her commitment has helped many people through the refurbishment process, and holding tenant surgeries and ‘meet the builder days’ is an ideal way for Ellen to engage with the local community.
One of Ellen’s notable achievements involved supporting the ‘What’s Your Point’ charity by arranging for FHM to install a new kitchen, cooker and fridge, free of charge.
The charity, which is based at the Bryant building in Redditch, supports youngsters who have become disengaged from mainstream activity.
Martin Kennedy, Customer Care Manager said: “We are delighted that Ellen has been shortlisted for this award which is thoroughly well deserved as she is a real asset to our team.
“Ellen continually goes the extra mile to help tenants. I think she is so successful at what she does as she always makes time for her tenants and is able to understand what the individual tenant is going through. She is a credit to the team at FHM who are working hard to improve neighbourhoods and bring about quality homes in Redditch.”
