Alison Needham

Customer Service Advisor and TLO
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As a Customer Services Advisor and external Resident Liaison Officer I have a joint role within the business.

Alison Needham's role at Mila Maintenance

Alison joined Mila Maintenance and Installation in March 2020.

As a Customer Services Advisor and external Resident Liaison Officer I have a joint role within the business. As you would imagine these roles involve working extensively with the people into whose homes we go to carry out upgrades inline with our stated goal of keeping people safe, secure and warm in their homes.

They are roles where care and attention to the smallest detail, and showing courtesy and respect are critical to ensuring that residents feel valued; no two residents are the same, and my role is to identify the things that are important to them so I can ensure they are comfortable with what we are doing.  It is important always for me to recognise that we are working in their home, not simply upgrading a property.

Equally important is a process of regular communication with our site teams – a simple issue of a product not being delivered on time can have a significant impact on an individual resident, and being aware of these things so that I can inform them in advance is another really important part of my role.

One of my biggest projects to date has been as TLO on the Market Hill Estate in Scunthorpe for Ongo Homes where we installed new residential and communal access fire doors to three 19 story blocks of flats.  The site ran absolutely on time and one of the biggest things I took away from it was that through outstanding communication between all parties – residents, clients, our site teams – we kept access issues to an absolute minimum.  It was a great achievement and set a standard to which we will always try to work.

Prior to joining Mila Maintenance and Installation I worked for several years as an administrator in Primary Schools for Sheffield Education Authority and within the Civil Service.

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“It was a fitting reward for the way the whole team thinks and works, we are always looking at ways we can do our job better, even if this means introducing completely new ideas, and at how these new ideas can help our clients and their residents”.

Tristan Cooke on Mila Maintenance winning the 2016 Housing Innovation Awards ‘Best Repairs and Maintenance Scheme’