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Today, we are launching a new Community Housing service based on an exciting ‘team around the tenant’ approach. Inspired by the best ideas in social care, this is a first-of-its-kind initiative in Wales.

With over 10,000 homes in Rhondda Cynon Taff and Cardiff Bay, we are one of Wales’ largest housing associations. The new service focuses on building stronger connections between tenants and the housing team by offering more personalised, proactive, and easy-to-access support. To make this happen, we are introducing smaller areas for staff to cover, increasing the size of its team, and strengthening partnerships with community groups. The goal is to help tenants take care of their homes, well-being, and community relationships more effectively.

We have designed the new service with tenants in mind.

• More personalised support: community housing officers will oversee smaller areas (350 homes instead of 700), allowing them to build closer relationships and provide proactive help to tenants.
• Collaborative teams: staff across housing, safeguarding, lettings, and well-being now work together in local teams to deliver joined-up services.
• Seamless service: a new staff portal ensures smooth communication and faster resolution of tenant issues, from repairs to income support.
• Stronger community connections: partnerships with health, education, and local services will connect tenants to the right support when they need it.
• Proactive problem solving: early intervention will help address challenges like anti-social behaviour before they escalate.

It’s hoped the new approach will improve tenant satisfaction, reduce anti-social behaviour cases, and create stronger, healthier communities. For new tenants, extra support will help them settle in, connect with their neighbours, and feel at home in their community.

Chief Executive of Trivallis, Duncan Forbes, stated:

“Our new Community Housing service is a game-changer for Trivallis. We’ve listened carefully to tenants and staff and recognised that our previous service model, with large patch sizes of 600-700 homes per Housing Officer, made it difficult to provide personal support. It often felt we were only there to fix problems, limiting our ability to truly work with tenants. It was clear we needed to change to better meet the needs of our tenants and communities.

“Our new team around the tenant model has been inspired by some exciting work done in the social care sector, which the housing sector hasn’t really explored. It has required a major transformation of our teams, and a big investment in our frontline services, but we are confident that it will make a positive difference to our tenant services and improve outcomes for tenants and local communities.”

Click below to explore the new Community Housing teams in your area and discover how they’re making a difference:

• Rhondda
• Cynon
• Taff
• Cardiff Bay