We've changed the way we work so we can provide more visible, local and personalised support to our customers.

Our Communities Team is now working on a neighbourhood patch model, which means each area has a dedicated Communities Advisor who understands the local community, its challenges and the support customers need. This change has been shaped by customer feedback and insight, helping us deliver a more responsive and community-focused service.

By having named advisors for each area, customers will see familiar faces more often, build stronger relationships with Freebridge colleagues, and find it easier to get the help they need.

A Familiar Face in Your Community

Our Customer and Communities Team is here to help people sustain their tenancies, remain safe in their homes and access the support they need. We work closely with customers, partner organisations and internal teams to prevent problems from escalating and to help create safe homes and strong communities.  

You'll see them:

• Carrying out estate and neighbourhood inspections.

• Visiting customers who may need additional support.

• Working with local partners to improve communities.

• Listening to feedback and helping us make services better.

• At community events and drop-in sessions.

What We Do 

• Provide a customer-focused tenancy management service.  

• Support customers to sustain their tenancy and remain in their home wherever possible.  

• Help customers access advice, support and services to improve their wellbeing and financial stability.  

• Provide housing, welfare benefits and signposting advice.  

• Carry out tenancy sign-ups and support new customers to get their tenancy off to the best possible start.  

• Conduct property viewings and tenancy-related visits.  

• Build positive relationships through regular face-to-face customer support and estate presence.  

• Work with customers to resolve tenancy issues and prevent tenancy breaches from escalating.  

• Identify risks, complete safeguarding referrals and work with partner agencies to support vulnerable customers.  

• Work with local authorities, support agencies and charities to help customers access specialist support 

• Complete annual tenancy and property inspections across Freebridge homes.  

• Monitor the condition of homes and neighbourhoods and raise concerns with the appropriate teams.  

• Support rehousing discussions and referrals where a customer's current accommodation may no longer support tenancy sustainment.  

• Complete annual support plans for customers living in sheltered housing.  

• Carry out weekly compliance checks within sheltered schemes.  

• Provide daily wellbeing calls and community drop-in sessions for customers living in sheltered housing.  

• Promote safe homes, strong communities and early intervention to prevent crisis situations wherever possible.  

What We Don't Do 

• Carry out repairs, maintenance work or property improvements. 

• Diagnose repair issues or undertake technical property surveys. 

• Allocate social housing or decide who receives a property through the housing register. These decisions are made in line with the Allocations Policy and local authority nomination arrangements.  

• Independently make legal decisions relating to possession proceedings or other enforcement action. 

  Manage specialist repairs contractors. 

• Determine benefit entitlement decisions on behalf of the Department for Work and Pensions or local authorities. 

• Provide medical assessments or determine an individual's health needs. We work with information provided by relevant professionals and partner agencies where appropriate. 

• Investigate anti-social behaviour cases independently, although we may support customers and work with specialist teams where required. 

Each customer has a dedicated Communities Advisor based on where they live. Take a look below to find your advisors name and contact details.