Income Team are GO!

From Monday 28th February North Wales Housing’s new look Income Team are working to deliver income collection services across our operating area. Working in four geographical patches, each officer will be responsible for working with our tenants to provide help and advice.  

The transition to patch working will be done in two phases, with the initial “training phase” expected to last 6 months before we move into the permanent patch structure in September 2022. We are doing it this way to make sure that all members of the team can receive the training and support needed to deliver excellent and consistent services to all our tenants and colleagues.  These patched are: 

  • Income Officer West – Martin Williams 
  • Income Officer Central – Karlene Jones  
  • Income Officer East – Joann Fisher  
  • Money Advice and Income Officer – Nicky Thomas  
  • Income Legal and Ynys Môn Income Officer– Rhian Hughes 
  • Assistant Income Officer – Hannah Williams 
  • Out of Hours Income Officer – Kieren Lewis 
  • Income manager – Darren Thomas

Please feel free to get in touch with anyone in the Income Team if you wish to discuss our new structure and how we can work together. 


Face to face appointments now available

Want to meet up with your Neighbourhood Officer? Feeling the pinch and want help and advice from the incomes team? We can now offer appointments from the comfort of your own home, or from 14th February ‘22, in the Llandudno Junction Office.   

The Customer Service Team will help you arrange an appointment. Contact them via email  Customer Services or phone 01492 572727 with the following information to hand:  

  • Name 
  • Address 
  • Telephone number 
  • Reason for meeting 
  • Preferred date and time 
  • Preferred location

Online career hour event gives people the opportunity to make a difference in 2022 with a new career

People looking to make a fresh start and a new career in 2022 are being invited to attend a special event to find out how they can make a difference in our communities with a job at North Wales Housing (NWH).   

NWH will host an online Career Hour Event on Wednesday 2 February at 1pm-2pm so people can find out more about working in the social housing sector and the careers available at NWH. 

Online Career Hour event  

When: Wednesday 2 February , 1-2pm  

Location: Online 

More information 

During the event different teams will give you an insight into what they do and what it’s like working in the housing sector and at NWH, as well as find out more about exciting vacancies coming up.   

It is an exciting time to join NWH, we’ve got some exciting plans for the future and are creating new roles.  Come and join us and make a difference.  


Want to attend? Register your interest at [email protected] 

Christmas and New Year opening hours

North Wales Housing will be closed during the festive period. See below details of when we are closed:  

Friday 24th December – Open

Monday 27th December – Closed 

Tuesday 28th December – Closed 

Wednesday 29th December – Closed 

Thursday 30th December – Closed 

Friday 31st December – Closed 

Monday 3rd January – Closed 

Tuesday4th January – Open

If you have an emergency Repair please call us on 01492 572727 and select the Emergency Repair Option. 

All non-emergency repairs can be reported using ‘My NWH’ or by emailing [email protected] These will be picked up when the office is open again. 

We would like to wish everyone a Merry Christmas and a Happy New Year. 

High volume of calls due to storm damage

We are receiving a high number of calls due to reports of storm damage following the weekends storm.

Please bear with us as we try to assist; call waiting time may be longer than expected over the next few days. You can also log repairs by emailing [email protected] or using MyNWH via our website.

Notice: Call recording will be coming into place

From 22nd November 2021 all calls to the Customer Services Team will be recorded.

The primary purpose for call recoding is for training and awareness. Recorded calls will also be used for quality monitoring and/or complaint handling. This will mostly be used by our Customer Service team; it may also be used as evidence when allegations are made.

Calls will be monitored and stored so that they can be referred to at a later date for up to 90 days. Calls may be retained for a longer period of time, in some circumstances, if staff have downloaded the calls within those 90 days. Their retention will then become subject to the Document and Data Retention Policy.

For more detail you can read our Privacy Notice and Call recording Policy here

Good Neighbour winners revealed

Thank you to everyone who entered the Good Neighbours competition.

We can now reveal that the winners are… Amy Hale of Gerddi Canada, Holyhead and Cliff Astill of Cae Clyd, Llandudno.

Find out why they were selected by reading a summary of their nominations below:

Amy Hale of Gerddi Canada, Holyhead

Amy was nominated by a neighbour who said – She does so much for myself and the neighbourhood and also for all the children. Especially throughout the summer just gone.

Cliff Astill of Cae Clyd, Llandudno

Cliff was nominated by a neighbour who said – He does a lot on the estate and is a lovely person. He always keeps an eye on everyone in our block, and takes the bins out each week. Nothing is too much trouble for him and he’s always ready to help with anything he can.

Thank you again to everyone who entered. Keep an eye out for the next NWH competition.

Lauren Eaton-Jones joins NWH as new AD Commercial

Lauren Eaton-Jones joined North Wales Housing Association in June 2021 as our Assistant Director of Commercial.

Appointed in May, Lauren has over 20 years Development experience. Her background is in Town Planning, working in several roles at Flintshire County Council, gaining invaluable experience across a broad range of developments. More recently, Lauren has worked in the private sector as a Planning Consultant for a multi-disciplinary consultancy firm.

Lauren’s appointment comes as Development plays an important part in our new Corporate Plan and is core to NWH’s vision of the future.

Lauren joins the NWH Senior Leadership Team, made up of Helena Kirk – Chief Executive, Brett Sadler – Operations Director, Jayne Owen – Finance and Resource Director, Ruth Lanham-Wright – Assistant Director Homes, Allan Eveleigh – Assistant Director Communities, Lynne Williams – Head of People and Emma Williams – Assistant Director Finance.

You can find out more about Lauren, and other members of Senior Leadership Team here

We would like to wish Lauren a warm welcome to the NWH family, and can’t wait to work with her.

NWH declared ‘one to watch’ by Best Companies

We are pleased to reveal that we were recently accredited as ‘One to watch – a good organisation to work for’ from Best Companies.

This award was accredited following a survey completed by NWH staff as well as supported evidence supplied.

We appreciate that this is an amazing achievement given the challenging times we are operating in, and a testimony to how we are working together to emerge stronger from the pandemic.

Thank you to everyone who works for NWH and the role you play in this achievement.

NWH sign This is Housing pledge

North Wales Housing are extremely pleased to have signed the This is Housing pledge, showing our support to the campaign by CHCymru.

Community Housing Cymru, with the help of housing associations across Wales, launched a campaign called ‘This is Housing’ to celebrate the ambitious housing sector and the fantastic career opportunities it brings.

Helena Kirk, Chief Executive said:

“We have signed the pledge because we believe a career in housing is extremely rewarding and makes a big difference to many people’s lives. Together we want to give a voice to the sector and promote the breadth of roles available”

Visit the website to find out more about what the careers are really like from the people who work in housing, learn what you need to get into the career you want and the best ways to apply for jobs in social housing, and find out about what housing associations do and where they are based.