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That unpredictability is all part of life as a Neighbourhood Manager and it’s something Abby embraces.

“I try not to plan my days too tightly,” she says. “Things come up that need dealing with straight away, and that always comes first.”

Being there – and being visible

Abby joined us in March 2025 as a Housing Assistant and quickly progressed into the role of Neighbourhood Manager, supporting residents in Rushmoor, Windsor, Maidenhead, and parts of Slough and Staines. While these residents had received support and regular home visits, they had gone some time without a dedicated Neighbourhood Manager.

“That meant people didn’t really know who to contact,” she explains. “So, my first priority was letting residents know who I was and that I was here to help.”

She started with newsletters and ‘welcome visits’, spending time with residents in their homes.

“Being visible makes a huge difference,” Abby says. “Just being there, listening and following things through really helps build trust.”

Small changes that make life easier

Being present also helps Abby spot issues before they develop. At one block, she noticed ongoing problems with waste after bin arrangements changed. Instead of treating it as a one-off, she worked with colleagues to put a simple long-term solution in place: a weekly bulk waste collection.

“It meant the bins weren’t overflowing, the area stayed tidy and residents didn’t have to worry about mess or pests,” she says. “Small, practical changes like this can have a real impact on how people feel about their homes.”

Communicating in the right way

A big part of Abby’s role is understanding how different people like to be communicated with.

“Not everyone feels comfortable answering phone calls from unknown numbers, especially if they’re vulnerable,” she explains. “So, it might be a quick text first to say who I am before I call or agreeing to use WhatsApp. The important thing is keeping in touch.”

Abby believes that providing honest updates, even if progress is slow, goes a long way.

She said: “People just want to know they haven’t been forgotten. Keeping that contact builds trust and saves residents from having to seek out answers.”

Neighbourhood Managers are part of our wider group of customer‑facing colleagues making a difference every day. Alongside Leasehold Managers, Property and Safety Managers, Estate Managers and others, they play an important role in supporting residents, resolving issues and working across teams to keep homes safe and communities thriving.

Working with the Social Purpose team

By spending time in her neighbourhood and building relationships, Abby gains a clear understanding of what residents need, whether that’s help with requesting repairs or something more practical that could make everyday life easier. For one resident, that meant sourcing a wardrobe so his daughter could properly settle into her room. For others, it was some paint to freshen up their home, or new flooring to improve their living space.

“We have access to trades and materials through A2Dominion contractors, with social value work built into their contracts,” Abby explains. “When I understand what a resident really needs, I can work with the Social Purpose team to see what support might be possible.”

For Abby, listening is just the starting point. Working together to turn those conversations into practical action is what creates real, lasting impact for residents.

The best part of the job

While the role can be challenging, particularly when dealing with emergency situations, Abby says the rewards outweigh the tough days.

“When you see a solution come together, or someone thanks you and says they couldn’t have done it without your help, that’s massive,” she says.

One standout moment involved helping two residents who needed to move for different reasons. By knowing them both and understanding their situations, Abby was able to put them in touch for a successful mutual exchange.

“That only happens if you know your residents and take the time to speak to them.”

A role that makes a real difference

Abby's advice for anyone thinking about becoming a Neighbourhood Manager is simple: “Be proactive. Be kind. And be present,” she says.

She’s clear the role isn’t just a job; it’s a chance to make a genuine difference to people’s lives. “Helping residents, solving problems and seeing the impact of what you do every day makes it really worthwhile,” she says.

For those looking for a role where they can support others and strengthen their community, becoming a Neighbourhood Manager is one way to do exactly that.

Stephen Walker, Customer and Communities Director, said: “Abby is an exceptional Neighbourhood Manager, proactive, compassionate and completely focused on doing the right thing for residents. The impact she’s had through her work, particularly with the Social Purpose team, shows how powerful this role can be when we really listen, understand people’s needs and work together to find solutions."