In Your Shoes - Fiona Morrison

Monday – Starting with Our Maintenance Team

The week begins with a visit to our office at Tom Johnston Road, home of our in-house maintenance team.  It’s traditionally the start of the “Dundee fortnight” and although we provide homes and services across nine local authorities our HQ and Maintenance office both remain in Dundee, where Hillcrest was founded 59 years ago (we have a BIG birthday coming up!!)  There will be a lot of people on holiday but I managed to catch up with a few!

Our colleagues in maintenance are often the most visible face of the organisation. Whether they're carrying out repairs, improving homes, or responding to urgent issues, they help ensure our tenants have safe, warm and well-maintained homes.

I always enjoy spending time with the team, hearing about what's working well, understanding any challenges they're encountering, and seeing how we can continue to improve the service we provide. These visits are always a good reminder that behind every repair job is a tenant relying on us to deliver.

Tuesday – Funding Homes and Supporting People

Tuesday offers two very different but equally important conversations.

The morning is focused on meeting with our lenders. Strong relationships with our funding partners are essential in helping us invest in existing homes, build new affordable housing and deliver our long-term ambitions. Discussions like these may happen behind the scenes, but they are critical to ensuring we remain financially strong and able to support our communities for years to come.  They’re asking a number of questions around our development programme, our journey to meet challenging Net Zero targets and long-term financial and business planning.

In the afternoon I had an induction catch-up with our new HR & Organisational Development Manager. Welcoming new colleagues is always a pleasure, and this is a chance to share our values, priorities and ambitions, while also learning from the fresh perspective they bring. People are at the heart of everything we do, so investing in our culture and workforce is vital.

Wednesday – Exchanging Ideas in Aberdeen

Wednesday sees me heading north to Aberdeen for a meeting with senior colleagues from other housing associations.

Unfortunately, this means missing my regular badminton session, which I'm sure my fellow players will be relieved about!

Opportunities to collaborate with colleagues from across the sector are incredibly valuable. Housing associations face many common challenges, from regulatory change and affordability pressures to maintaining existing homes and meeting future demand. Sharing experiences and learning from one another helps us strengthen our own services and identify new approaches that could benefit our tenants.

The journey may be longer than my usual commute, but the chance to exchange ideas and build relationships across the sector makes it well worthwhile.

Thursday – Hearing the Tenant Voice

On Thursday I joined our customer service team meeting.

This team sits at the heart of the organisation, handling calls and enquiries on everything from anti-social behaviour and housing applications to repairs and tenancy matters. They are the first point of contact for tenants seeking help, support or advice.

Spending time with the team provides valuable insight into the issues our tenants are experiencing and the volume and complexity of enquiries the team manage every day. Their professionalism, patience and commitment play a huge role in shaping our customers' experience of the organisation.

It's also an opportunity for me to listen, learn and understand where we can make processes simpler and services more responsive.

Friday – Focusing on Building Safety

The week concludes with one of our regular meetings focused on high-rise buildings and cladding-related matters.

Building safety remains one of the most important responsibilities we have as a landlord. These regular discussions bring together colleagues to review progress, assess risks, monitor actions and ensure we continue to meet the highest standards of safety for residents.

While much of this work happens out of public view, it represents a significant commitment of time and resources across the organisation. It's a reminder that providing homes isn't just about bricks and mortar—it's about ensuring people feel safe and secure in the places they live.

Looking Back

It's a week that captures the variety of work involved in housing. From repairs and customer service to finance, people development, sector collaboration and building safety, every part of the organisation contributes to our shared purpose.

No two weeks are ever quite the same, but that's one of the things that makes this role so rewarding. Most importantly, every meeting, discussion and decision links back to the same aim, our mission statement of “Helping People Live Better Lives”  providing great homes and services for the people and communities we serve.

Until next time, thanks for stepping into my shoes. And now, I’m off to attempt to play my newest hobby, pickleball ????