Meet Osborne – Carlie Cleaver

As part of our Meet Osborne series, we are sitting down with our Communities colleagues to gain an insight into their role and what life is like working at Osborne.

This week, we sat down with Carlie, Planned Administrator for Osborne Communities.

 Q: Please tell us a little about your background and how you came to work for Osborne?

Previously I worked for a Housing Association as a Housing Administrator. After having my daughter, I came to work at Osborne in Dacorum. My first role here was plastering inspections, but I have now moved into the planned works team.

 Q: What does your role involve?

I am currently responsible for a number of work streams including doors & windows, damp and electrics. I raise maintenance jobs, creating a unique job number. This is then passed to the repair team, so they can book the job in with the resident. All handover paperwork is then scanned once a job has been completed. This provides a thorough record for all of our maintenance and repairs.

For damp works, a resident would phone the call centre and is asked a series of questions to help us identify the works required. I then book an appointment for a surveyor to visit the property and they would complete a damp survey. This is passed back to me, and if required, I would then create a follow on maintenance job to resolve the issue.

I also answer the phones, complete filing and scanning and anything else – it’s a busy role but I really enjoy it!

Q: What challenges do you face in your role?

On occasions we do have some difficult residents on the phone which can be challenging. There can also be access/contact issues with some residents who do not co-operate and this can make our job difficult but I do my best to find a solution.

Q: What’s the best/most rewarding thing about your job?

The most rewarding part of my job is with working with the Damp Work Stream because once we have received the reports and we get the works booked in the residents are very grateful for our help.

Q: What does a typical day involve?

I start my day by reading through my inbox and then checking the work stream specific mailboxes. I then start to update all of the work streams, chasing up any jobs or issues that are outstanding.

It’s always in a day’s work!