Marsha Rasuli

Highly dedicated and proactive Customer Partner with strong experience in housing management, customer service, arrears management and complaint resolution. Skilled in supporting tenants, maintaining positive relationships, and ensuring compliance with organisational policies and regulatory standards. Recognised for a calm, empathetic communication style, strong problem-solving ability, and a commitment to delivering fair and consistent outcomes.

Previously worked within the Pollokshaws area in supported sheltered developments as Senior Support Worker and Coordinator, gaining extensive experience in care settings, supporting tenants with a wide range of needs, coordinating support plans, and ensuring high standards of service delivery.

Experience as a landlord provides further understanding of property management, tenancy responsibilities, and supporting individuals to maintain safe and stable homes.

Customer Partner at Trust Housing Association (2019-01 – Present)

Manage a portfolio of tenants, providing tailored advice and support to sustain successful tenancies. Lead on rent account management, including arrears monitoring, early intervention, and arranging repayment plans. Deliver clear, sensitive communication to tenants on issues such as arrears, complaints, inspections, and tenancy responsibilities.

Conduct property inspections and ensure homes meet safety and tenancy standards. Respond to Stage 1 complaints and provide well-structured written outcomes in line with SPSO guidelines. Liaise with internal teams, contractors, coordinators and external support agencies to address tenant needs.

Maintain accurate and up-to-date tenant records, correspondence and case notes. Provide guidance to tenants on rent responsibilities, secure rent-holding requirements, and Trust policies. Contribute to a consistent, fair, and transparent customer experience across developments.

• Manage a portfolio of tenants, providing tailored advice and support to sustain successful tenancies
• Lead on rent account management, including arrears monitoring, early intervention, and arranging repayment plans
• Deliver clear, sensitive communication to tenants on issues such as arrears, complaints, inspections, and tenancy responsibilities
• Conduct property inspections and ensure homes meet safety and tenancy standards
• Respond to Stage 1 complaints and provide well-structured written outcomes in line with SPSO guidelines
• Liaise with internal teams, contractors, coordinators and external support agencies to address tenant needs
• Maintain accurate and up-to-date tenant records, correspondence and case notes
• Provide guidance to tenants on rent responsibilities, secure rent-holding requirements, and Trust policies
• Contribute to a consistent, fair, and transparent customer experience across developments

Senior Support Worker and Coordinator at Previous employer (Pollokshaws area) (2019-01)

Worked within supported sheltered developments, overseeing day-to-day operations, guiding staff, maintaining compliance with organisational policies, handling complaints and promoting the wellbeing, safety, and independence of tenants. Developed strong skills in leadership, communication, risk assessment, support planning, and multidisciplinary teamwork.

• Oversee day-to-day operations of supported sheltered developments
• Guide staff and maintain compliance with organisational policies
• Handle complaints and promote wellbeing, safety, and independence of tenants
• Develop and coordinate support plans for tenants with wide range of needs
• Ensure high standards of service delivery in care settings