Shepherds Bush Housing Association is the parent organisation in the Group. Bush Homes and Staying Put Services make up the other two organisations providing valuable and diverse services to a wider group of tenants, leaseholders, private sector owners and other stakeholders.

Shepherds Bush Housing Group owns and manages over 4,000 properties in eight London boroughs: Hammersmith and Fulham, Kensington and Chelsea, Ealing, Hounslow, Richmond, Hillingdon, Brent and Harrow. Our portfolio includes over 320 bed spaces for direct and agency managed supported housing. We also manage over 700 privately leased properties.Shepherds Bush Housing Association was formed in 1968 - its first home was in Hammersmith Grove, W6.

The Association grew from the concerns of the parishioners of St Stephen's Church over living conditions and disrepair among properties in West London.From 1972, Shepherds Bush Housing Association began to employ full time staff.

Today, the Group employs nearly 180 staff, based mainly in offices in Hammersmith and Chiswick. As well as providing a range of housing services, we also support the Healthy Living Centre in Shepherds Bush and a furniture recycling charity in Hammersmith.

	A Day in the Life of Sanjeev Shah Customer Services Officer 9.00 – I check the team timetables as each day we carry out different tasks. Today I will help the front desk staff and ensure everybody coming into our reception gets served as quickly as possible. I also check the reception to see all the leaflets are available.   9.30 – We open the reception doors. As it is quiet I write letters for the allocations team to arrange customer viewings for the following week. It’s getting busy at reception and I help a tenant who is looking for information on Shared Ownership. I give him a leaflet and the numbers to call to get expert information. I then serve a tenant who needs an extra pair of keys cutting.  10.00 – I ask the tenant for two forms of ID to confirm his identity. We cut the keys and check them with the tenant’s set. The tenant pays for the keys along with his weekly rent. I serve more tenants with wide ranging queries: ordering rent swipe cards, nuisance complaints and tenants discussing rent accounts. If Tenants need more specific help we refer them to Neighbourhood or Income officers.  12.00 – I cover the front desk for an hour. A tenant also comes in to book an appointment to see the Hammersmith and Fulham Citizen Advice Bureau Advisor who comes in every Thursday. Many others come in with day to day queries like paying rent, asking for rent statements and general advice. A hearing impaired tenant comes in and I know that as my colleague can use British Sign Language so she communicates with the tenant for me.   1.00 – It’s lunch time and I go off to dream about my forthcoming holiday.  2.00 – The front desk is covered so I start doing the settling in surveys which we do with all new tenants six weeks after they have moved in. this highlights any information they may/may not have received and also helps us measure the level of satisfaction in terms of our organisational service delivery. I am also working on the Translation Project where we contact all non-English speaking tenants to ask about our Service Delivery and how we can improve our service to them.  4.00 – I take a call from a Neighbourhood Officer who is visiting various tenants. I log her whereabouts and ask her to call again before her next appointment. I finish the invitation to view letters I started in this morning. It is getting close to 5.00pm so we check that all officers out on appointment have called in before closing.  5.00 – We lock the doors. All of us start winding down and we reflect on how busy the day has been. I put away all my paperwork away and go home for the evening.