Majid Manzoor, the Neighbourhood Services Manager (NSM), leads the charge in bridging the gap between residents and housing services. He has been working for Great Places since 2019 and is now in charge of Levenshulme, Fallowfield and Withington areas.
His typical week is a mix of office tasks days and field visits days, all aimed at improving the lives of those he works with.
We spend one day out with him to get to know better what his job is like and how he deals with his day to day work. The morning begins in Levenshulme, where Majid outlines his role: being the go-to person for residents’ concerns and ensuring their issues are resolved promptly. “My ultimate goal is to support customers in resolving any issues they may have without the need for handoffs, thus streamlining the process and ensuring a smoother experience for all parties involved,” Majid explains.
On the road, Majid reflects on the tough parts of his job, like dealing with antisocial behaviour, balanced with the satisfaction of helping residents feel proud of their homes. “It can be challenging wearing different hats, but it’s also fulfilling. When you deliver a home to someone who’s been waiting for ages and they are so thankful, it’s a really rewarding feeling,” he shares.
In Fallowfield, we inspect an adapted kitchen for a tenant with physical disabilities, discussing a complaint about the colour of the furniture and trying to find possible solutions. “Understanding what they need and what you can provide is an important part of the job,” Majid comments later on. “In essence, the three crucial characteristics of customer service revolve around the three ‘p’s: professionalism, patience, and a focus on people. While customer service may differ from one customer to another” he adds.
Then, in Longsight, we show a property to a potential tenant, explaining rental terms. “Transparency and clear communication are key,” Majid emphasizes, showcasing the property’s features while ensuring honesty about the rental process.
Our last stop in Fallowfield involves addressing reports of fly-tipping. Majid assesses the situation and discusses next steps to clean up the area. “Dealing with ASB can be tough, but it’s all about finding the right balance between empathy and firmness,” he remarks, highlighting his dedication to maintaining a safe and clean environment for all residents.
As the day ends, we realize the vital role NSMs like Majid play in community development. His commitment to residents’ well-being and his practical approach to problem-solving make a tangible difference in the neighbourhoods he serves. “Through dedication, empathy, and proactive engagement, we can truly make a positive impact on the lives of our residents,” Majid concludes, exemplifying what Great Places is all about.
