Regional Operations Manager Pilot scheme

Why have Waterloo chosen to introduce this new role?

As a housing provider we are constantly growing, and we will soon manage over 46,000 properties across the country. It’s becoming increasingly important that we maintain a local connection to the communities that we help to serve.

The People Project is exploring a new way of working that aims to build relationships between you and our staff. The idea is that your traditional Housing Officer will be replaced with a Regional Operations Manager, who will have a much wider range of responsibilities but will manage a smaller number of properties.
Your Regional Operations Manager will be responsible for everything that happens in your community from communal grounds maintenance and repairs, anti-social behaviour, site inspections, lettings properties to new customers and helping those customers who are in need of some more support.

When will the Pilot go live?

The pilot went live on Monday 2nd July 2018 and it is intended to run until 30 June 2019.

Which properties are covered by the Pilot?

There are four pilot areas across our operating regions. These are:

  • Kings Heath, Birmingham.
  • Cromford, Middleton, Wirksworth, and surrounding area
  • Louth, Lincolnshire
  • Market Harborough, Kibworth, Fleckney and surrounding area

Regional Operations Managers are responsible for managing all of the properties within these areas, this includes Rented accommodation, Shared Ownership and Leaseholders.

How can I contact my Regional Operations Manager?

The best way to contact the Regional Operations Manager is via Your Waterloo. If you are not already registered for Your Waterloo, you can do so by visiting You can also download the Your Waterloo App via an App available on Google Play and the Apple App Store (just search "Your Waterloo")

What is the best way to report repairs?

The quickest and easiest way to report non-emergency repairs is via our online self-service portal Your Waterloo.
If you cannot use Your Waterloo, you can call our contact centre on 0345 600 6055 between 10:30 and 15:30, Monday to Friday (for non-emergency repairs), or 24 hours a day 365 days a year for emergencies (including emergency repairs).

Didn’t find the answer you were looking for?

We will be updating this page as the pilot progresses, if you couldn’t find the information you need, please let us know. You can get in touch here

Waterloo Homes residents

If you are a shared owner, leaseholder or market rent tenant, please go to the Waterloo Homes website

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