Nisha Goutam

• Procure Capital contracts to deliver the Capital and Revenue works
• Manage the Asset team and guide them to deliver the Capital and revenue budgets.
• Ensure that all H&S requirements are met for both staff and contractors for the programme delivery.
• Successfully deliver Capital programmes over the last 5 years. Last year positively impacting over 1800 homes with new elements - kitchens, bathrooms.
• overtime change the drive and ethos of the whole team, to put the customer first and rethink on how we deliver programmes.
• compile and manage customer complaint responses - ensuring lessons are learnt and put into practise.
• working closely with other teams, H&S, Repairs and Compliance to deliver the works.
• Always deliver the works in time, on budget without compromising on quality.
• Chair the Adaptations Review meetings - making decisions around adaptations that affect customers lives and our stock.

• managing a team of surveyors to deliver the Capital programme.
• managing consultants to deliver the CDM aspect of the programme
• Procuring contractors for the works and overseeing the project management
• Ensuring that leasehold consultation guidelines were met during the procurement stages and after delivery of works.
• Supporting staff and consultants in the delivery of the 15m programmes across the housing stock, between Leicester and London.
• Ensuring that the staff were trained and aware of all H&S requirements and regulations.
• creating new incentives to increase customer satisfaction returns from customers.
• monitoring KPI's and providing reports to senior mangers on the current status of the budgets and programmes
• Over looking and managing other works - such as the lift maintenance contract.
• ensuring the staff are support with the correct training and Personal reviews.

My role at PA developed over the 20 years that I was with them, from a surveyor delivering Capital works to managing the team delivering he Capital works. Responsibilities included:

• Inspecting buildings and creating specifications for rectification works.
• Managing the works on site with the contractors, ensuring that all H&S regulations were met and works were completed to the specification.
• Performing single stage tendering exercises for contracts. - with JCT minor works contracts.
• Ensuring all works were compliant with current regulations - Gas and electrical.
• working to the budgets allocated, ensuring good customer satisfaction.

• managed the voids throughout the housing stock from East to West midlands.
• inspected voids and created specifications for rectification works, to make the property lettable.
• managed contractors, with time, and budget constraints. Ensuring that the properties were turned around with minimal void loss
• ensure all compliance needs were met and completed with relevant certifications issued.
• understanding of health and safety regulations during site visits.

• Provided advice on welfare benefits facilitating increased financial stability for residents.
• Managed rent arrears cases, helping tenants devise repayment plans thus reducing overall debt levels in properties managed.
• Enhanced tenant satisfaction by providing timely and effective resolution of housing issues.
• Advised tenants on their rights and responsibilities fostering mutual respect between landlords and occupants.
• Ensured compliance with health and safety regulations across all properties, contributing to a safer living environment for tenants.
• Improved housing standards with regular property inspections and maintenance coordination.
• Promoted tenant participation in decision-making processes enhancing sense of community ownership.
• Advised and assisted tenants with housing matters and queries.

• Received and handled repair calls from customers for English Churches Housing Group (ECHG).
• Arranged for the repairs order to be raised and sent out to the contractors.
• Kept the customers informed of the intended works
• Managed out of hours calls for a number of other Housing associations and Local authorities.
• Directed customers to appropriate departments for specialised assistance.
• Utilised effective listening skills whilst interacting with customers to understand their needs better.