There have been updates to Link Wentworth’s teams and procedures as we continue integration across the organisation to unite our service delivery and make improvements along the way. We thank residents for their patience as we work through these changes.
Customer Experience Team
The Customer Experience Team is the new name for the combined existing teams of Client Services from Chatswood and Contact Centre from Penrith. The team aims to deliver excellent and timely customer service with a focus on addressing your request during your first call. In August this year, the team introduced a new phone system to meet contact centre industry standards of best practice customer service.
When you call Link Wentworth you may be asked a series of security questions to confirm your identity. We value your privacy and want to make sure that we are only sharing information with the right person.
Tenancy Team
In the last newsletter, we let you know that Tenancy Manager is the new name for the existing roles of Housing Managers from Chatswood and Client Service Officers (CSOs) from Penrith. Now, we’re pleased to share more updates about our Tenancy Team, which is made up of Tenancy Managers, Leasehold Coordinators, Team Leaders, Divisional Managers and the Head of Tenancy.
We have recently created new staff roles which manage all leasehold properties and specialise in developing relationships with private landlords of the properties and real estate agents. There are five Tenancy Manager and two Leasehold Coordinator roles that will look after leasehold properties. These roles will soon report to a new position called Manager, Leasehold which then reports directly to the Head of Tenancy.
Tenants who live in our other properties, will continue to be served by Tenancy Managers and
Team Leaders. Liz Breden and Sean Maxwell recently moved into the newly created Divisional Manager roles. Liz was the Area Manager for Chatswood and Sean led the Penrith Tenancy Team. As Divisional Managers, they now manage tenancy operations and the Team Leaders for their locations. Both Liz and Sean come with extensive experience in housing services and qualities which mirror Link Wentworth’s values.
Liz and Sean report to Krystal Moores, our new Head of Tenancy who joins us with valuable experience in tenancy and property management and homelessness and support coordination, that includes roles in Community Housing and government. Krystal has a passion for customer service and has led a number of successful community projects, including the development of the Northern Beaches local homelessness case coordination committee and the region’s first rough sleeper count.
Tenancy ID update for Chatswood tenants
From 4 October, Link Wentworth is upgrading our systems and Chatswood tenants will have their Tenancy ID updated to begin with 100. For example, if your tenancy ID was 12345, it is now 10012345. If you pay your rent via Centrepay, the deduction has been automatically updated and there is nothing you need to do. Please note, you may receive a letter from Centrelink about this update. If you pay your rent via bank transfer, as of 4 October you will need to use the new number. This change will not affect the amount of rent you need to pay. Residents will also be sent a letter with information about this.
New Pet Policy and form
Link Wentworth is supportive of tenants having a pet. However, some of our properties are leased from private owners and are in complexes where strata by-laws may apply to keeping pets. To make things easier for you, we have a new Pet Application and Agreement Form. You only have to fill in information once and if you meet the conditions to keep a pet at your property, we will give our approval on the form, and this becomes the agreement to keep your pet.
You can find the Pet Application and Agreement Form and our Pets Policy here on our website:
If you would like hardcopy documents, call our office (9412 5111 / 4777 8000) or email enquiries@linkwentworth.org.au and we will get copies sent to you.
We have also updated a number of other policies. Please visit our Resources, Policies and Forms page to view all policies.
This article originally appeared in the October 2022 edition of Link Wentworth’s resident newsletter
Link Wentworth wishes to acknowledge the Traditional Custodians of the Land on which we work and pay our respect to the Elders past, present and emerging, and extend that respect to all Aboriginal and Torres Strait Islander people.