Get to know your Customer Engagement Team

Customer Engagement Officer Tracy Jagger promotes tenant involvement across Habinteg to ensure that tenants have a voice in influencing service delivery and the review of the performance. Read on to find out why she thinks her neighbours would describe her as a duracell bunny.

How many tenants do you talk to in any given week? Tracy Jagger

That depends on the level of involvement that particular week and the tasks that I have to undertake.

What’s the thing that tenants are most concerned about when they talk to you?

The three main areas are around ensuring repairs are undertaken within a timeframe, wanting to feel listened to, and communication between both staff and contractors.

What’s the nicest thing that’s happened to you as part of your role?

Apart from having a lovely new boss, I received a compliment from an involved tenant the other day that really made my day as it showed appreciation of the work that I do.

If you had to be CEO of Habinteg for one week, name three things you’d do?

Look at options to support tenants into employment and apprenticeships
Ensure that repairs are completed to a high standard and within a timeframe
Look at additional ways to support tenants in financial hardship

Actually, I think we’re already doing (2) and (3).

If you could change one thing about your role what would it be?

If you had asked me this question last year, I would have said something different, but now we have a new Customer Services Resolution Officer and a Customer Engagement Officer helping address customer queries, there's nothing to say.

You’ve got a bonus holiday for being incredibly… engaging – how do you spend it?

I would take myself and my 2 beautiful daughters to sunny Barbados – it would have to be a big bonus I realise for that though!!! Do you know what, I haven’t a clue.

While we’re here, how would your neighbours describe you?

Like a Duracell bunny, always on the go doing jobs in the house and always out and about.

Which of these would be your favourite engagement: a ticket for the Queen’s Platinum Jubilee party at Buckingham Palace; a Habinteg Christmas in July party for tenants; a fun-filled long weekend in Ibizia for you and three friends?

Definitely an Ibiza trip, I do love a girly holiday – you just can’t beat it. The last one I went on my face and jaw hurt when I go back from laughing so much.