Few people are as well qualified for their job as Kings Road resident David Mansfield.
For David, 59, literally brings a lifetime of experience to his role as Guinness Trust tenant liaison officer, having himself lived in Guinness Trust properties for over 50 years.
More recently he was chairman of his local residents’ association and has helped Guinness Trust on various projects in the London area since being appointed Tenant Liaison Officer in August 2007.
Now his dedication to the job and to his fellow residents have earned him a nomination as Tenant Involvement Officer of the Year at the national TPAS Awards, taking place in London this Thursday (15 April).
“David is a fantastic example of where having a Tenant Liaison Officer can make a real difference” said Kathy Mohan, Guinness Trust Director. “He began working for us on the Kings Road estate in Chelsea, where new kitchens and bathrooms were being fitted and electrical re-wiring carried out in 166 properties. He has since ensured the smooth running of similar projects at five other schemes in London affecting over 400 tenants.
“To each one he brings outstanding customer care skills, honed through 37 years in retail administration at the John Lewis partnership, along with patience, diplomacy and a genuine empathy with tenants.”
David’s role involves working closely with residents, Guinness Trust and its contractors as its £6.8 million regional programme of Decent Homes improvements takes place. In particular he strives to ensure that vulnerable residents, such as older people or those with physical disabilities or mental health problems, have the information, help and support they need in what can often be a disruptive and unsettling experience.
“Refurbishment work of this scale in occupied properties can be very stressful and problems do arise” said Kathy. “A key part of David’s role is to ensure that residents’ complaints are dealt with quickly and fairly. Because of the great job he is doing, satisfaction rates at all the projects David has worked on have been over 96%.”
The latest project to near completion is Iveagh House in Brixton, where tenants of 168 homes, mostly bedsits, have had to be temporarily moved out another property, whilst the works were proceeding.
“This was a very challenging and complex project” said Kathy Mohan, “but thanks to David’s involvement, we are reaching the end of this project with no serious problems.”
David works with a private Occupational Therapist where necessary to ensure that the different needs of residents are met. Providing specially adapted bathrooms, for example, often proves a key factor in improving the lives of residents.
David Mansfield said he was very surprised and honoured to have been nominated, adding: “I’ve been through the process myself, when my Guinness Trust home was refurbished 18 months ago and I know what the residents are going through. I feel like I am able to make a difference by showing empathy and nurturing customers through the process.”
Fingers crossed that David wins the award on Thursday!