Discover what it's like to be part of our Property Services Team
With a background as an electrician and years of hands-on experience, Gary joined Hastoe in October 2023. Now he puts his skills to use ensuring Hastoe’s homes are safe, well-maintained, and comfortable for residents across Norfolk and Suffolk. Every day brings something different and Gary thrives on problem-solving, teamwork, and making a difference in people’s lives.
9:00 AM: Gary begins his day by checking emails and reviewing his active tasks. He focuses on quick wins, such as redirecting a job or answering a simple query, before grouping new tasks by geographic area. Once tasks are grouped, Gary forwards them to Lindsay, one of Hastoe's Property Services Administrators, so she can assist with booking appointments. This ensures tenants are at home when he visits, saving time and avoiding wasted journeys. Lindsay also follows up with tenants by email or phone to confirm.
On Mondays, Gary starts with a team meeting, offering a chance to discuss challenges, ask questions and share updates. He says:
The team is incredibly supportive, which is vital given the large area we cover. I really enjoy working at Hastoe because of the people; everyone is friendly and willing to help. The role can be challenging but having a great team behind you makes all the difference. There’s no such thing as a silly question and that’s so important, especially for new team members as they grow into their roles.”
10:00 AM: With visits mapped out using Google Maps, Gary sets off for the day. He checks in with his team via WhatsApp when he leaves for or arrives at a property, keeping everyone informed and connected.
Travel is a big part of the role – most journeys take about an hour – but it’s a good time to plan ahead and focus on the day’s priorities. The size of the area we cover can feel like our greatest challenge and sometimes it feels like there just aren’t enough hours in the day to see everyone. Thankfully, our team has grown and sharing the workload has made a huge difference.”
11:30 AM: The first stop is a rural property involved in a mutual exchange. Gary inspects the home, chatting with the tenant to highlight any repairs needed or areas of concern. Using the Site Audit Pro app, he takes photos, adds annotations and uploads them to Hastoe’s housing management system.
“If everything looks fine, I inform the Housing team that we’re happy to proceed with the exchange. If there are outstanding or new repairs, like cleaning the gutters, I raise work orders on my iPad during the visit.”
These visits usually take between 30 minutes and an hour, depending on the property and any issues raised.
2:00 PM: After lunch, Gary visits a property where damp and mould has been reported, a case already opened by the Landlord Compliance Team. Today’s focus is on the bathroom, where a broken extractor fan needs repair. Gary raises work orders for the fan replacement and for stain-block painting to address the affected areas.
I also check for any leaks or other ongoing issues. Some tenants aren’t always aware of what they can do to prevent damp, so I enjoy giving advice – simple things like wiping down condensation or keeping rooms ventilated. Many tenants are receptive to this advice and it helps prevent future problems. Simple steps, like renewing silicone around baths and showers, can also make a big difference.”
3:00 PM: On his way home, Gary stops by a property for an inspection of an empty property. After contractors have completed their work, he checks that everything raised has been addressed and ensures the property is ready to let.
“I take photos of every room and upload them to our system. This helps our Customer Services Team with future queries, as they can view the property without needing to visit in-person.”
4:00 PM: Back at home, Gary checks his emails, uploads documents and ensures all tasks from the day are assigned to the correct teams. Even while on the road, he stays connected via Teams, responding to queries throughout the day.
We pride ourselves on being responsive, whether we’re in the office or out visiting properties. Keeping on top of tasks and staying in touch is essential.”
Gary’s day is a mix of technical expertise, tenant interaction and careful planning. It’s this variety, combined with the support of his colleagues, that makes working at Hastoe so fulfilling for him.
One of my proudest moments was helping an elderly resident in palliative care. He felt too embarrassed to contact us himself, but his carers reached out. We made adjustments to his bathroom to make it more comfortable and it made such a difference. He was so grateful and knowing we’d helped improve his quality of life was incredibly rewarding.”
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