Phoenix staff are divided into three large teams: Operations, Community Development and Resources. Below we explain what they do.

  

Resources: This team is responsible for the behind-the-scenes work which helps run Phoenix. There are specialist staff responsible for finance, human resources (personnel), staff training, Information Technology and Facilities Management. This team also manages rent collection and leaseholder services. 

Operations: This is the department that you will have most contact with. They are responsible for all your housing services. They have specialist teams to deal with tenancy matters, antisocial behaviour and racial harassment,voids and  lettings, garages, caretaking and environmental maintenance, repairs and maintenance and the decent homes programme. 

Community Development: The aim of this team is to support and empower residents to lead Phoenix and improve the local community. Specialist staff will work with residents on resident involvement, communications, community regeneration, developing policies and youth activities. They will also handle complaints and monitor performance so you can make sure we are providing a good service.

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When your home transfers to Phoenix, your rent money will start going to Phoenix instead of Lewisham Council.

• If you pay with a payment card, over the internet or phone, you do not need to do anything. You should continue to pay your rent in the usual way. We will arrange to collect the money from Lewisham. Over the next few months we will work with residents to find the best payment card system for Phoenix and will start issuing new cards.

• If you pay by standing order or by direct debit from your bank account we will need to set up a new payment into the Phoenix bank account. We will write to you explaining what will happen. We would like to encourage those with standing orders to sign up to direct debits. It is a cheap and effective way to pay your rent.

Remember: It is really important that you pay your rent on time. The money you pay in rent is used to provide the services you get.  If you don’t pay everyone in Phoenix suffers! If you have any problems paying your rent, please let us know, there are ways we can help you.

Some of you have home insurance arranged through Lewisham. Phoenix will continue this service. You do not need to do anything. If you do not have home insurance, we recommend thinking about it. For more information contact us on 0844 264 2844.

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“Phoenix will offer a repairs service that tenants want, a point which has been sadly missed in recent times. Working with residents we have appointed a contractor to carry out responsive repairs, works to empty properties and provide a 3-star gas servicing, repair and installation programme.

We are introducing the sort of measures you have asked for during our consultation sessions to transform the repairs service, making it more efficient and more effective. It may take a short while for our contractors to get into their Phoenix stride. For the first few days they will be coming up to speed, and we ask for your patience if there are any delays during the month of December.

  

Some of the benefits for you are:

• easier reporting methods

• better appointment slots

• new gas servicing procedures

  

As part of the contract we will ensure that repairs operatives are able to carry out a range of jobs, are well trained and focused on delivering a good service to you.

We will have a fully trained and experienced Phoenix team who will be on hand to help with all repair issues. If you have outstanding repairs that you have been waiting for, please let us know - we want to start on these soon after transfer.  For all your repair needs call us on 0800 025 700 or  mobile 0844 264 2844. If you have an emergency repair outside of normal office hours, you can still call this number and it will put you through to our emergency repairs service.”