We're excited to be joining in with #TalkMoney week, which is all about encouraging people to have conversations about their finances to improve their physical, mental and financial wellbeing. As part of our celebrations we're inviting our customers to get to know some of the friendly faces on the other end of the phone. Today we're excited to introduce Lauren and Emily from our customer services team.

Meet Lauren

I’ve been a customer services advisor with Futures for three years, and I’m proud to be part of an organisation that is passionate about providing good quality affordable homes. On an average day, you can find me on the phone, replying to emails and online messages and liaising with contractors, outside agencies and other teams at Futures to get the best results for our customers. I’m also a buddy to new starters, helping them to learn about their role and get trained up so they can start helping our customers too!

My favourite thing about my job is that I can help resolve a really wide variety of issues for our customers, and that the whole organisation is really passionate about working together to provide homes for our community.

As part of the customer services team I speak to a lot of customers who are experiencing financial difficulty, and I would reassure them that our money advice team are experts who can help them with budgeting, finances, and looking at what additional support they might be eligible for.

Emily H

Meet Emily


No two days are ever the same for me at Futures! I’ve been a customer services advisor for just over a year and I spend my days taking phone calls, answering emails and web messages and working with our contractors and other teams to book repairs, take payments and help people find a home.

My favourite thing is the variety of calls I take – customers can come to us for support for anything from a repair to needing help with finding a job, and we have a great team of people here who want to help.

Sometimes people think that the customer services team are just here to answer the phones, and while that’s part of our job, we do so much more. We refer customers in need of support to other teams, both in-house and external, and we have loads of knowledge which can help with all sorts of issues.

If a customer came to me worried about their finances, I would always recommend our money advice team – they offer great support and guidance and are free to access.