Award success for Wirral’s largest housing association

Magenta Living’s Income Team has been named Team of the Year at the Northern Housing Awards 2023.

The team picked up the award at the recent awards ceremony at the Emirates Old Trafford in Manchester.

This prestigious Award recognises housing teams, big and small, who always go the extra mile to deliver.  The team members have been recognised for outstanding performance and innovation and for putting the needs of Magenta’s customers at the heart of everything they do.

But income isn’t just about collecting rents – it is so much more than that.  The team uses innovative solutions to tackle the challenges faced by customers and build relationships with customers. Arrears cases can be identified at an early stage which allows them to proactively contact and work with customers to help support and provide guidance at the earliest opportunity. 

Magenta offers customers in financial difficulty a full ‘360’ holistic check and support mechanisms to help them get back on track.

Rachel Bennett, Magenta Living’s Housing Services Director, said, “Winning this award is a testament to the hard work of every member of the team.  I am immensely proud of everyone who continually delivers top quartile performance and excellent customer service.

“Our supportive and responsive offer has a ‘one stop shop’ approach meaning that customers are dealt with holistically. We are proud of the customer experience we deliver and always put the customer at the heart of what we do.

“Well done to everyone involved – it is a truly well-deserved win!”

Esh Wilson, Head of Income, said, “We are innovative and creative in the way we adapt to changes in the external environment, for example supporting customers on the doorstep through our Cost of Living Roadshows. We also look to reach customers offering advice and support to prevent arrears build up and communicate important messages through social media and digital channels. We recently launched an online self-help benefit calculator for customers to use to help maximise income. Our approach is to deliver the best service to our customers, offering advice and support while building relationships.

“I’m immensely proud of my team and it is so great that our hard work, commitment and dedication have been recognised by winning this fantastic Award.”

The judges said, “Too often the Income Team is seen as the ‘hard guy’ of the organisation. Magenta have shown that it does not have to be this way. Really impressive income collection figures prove that acting in a humane and supportive way can also make great business sense, allowing the housing association to support more people and helping people to sustain their tenancies.”

Image: National Housing Awards 2023 – Income team – Team of the Year

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