Tom Barwell
Operations Manager
Welcome to the second instalment of The Big Brew, Sustain UK’s regular feature where we pull up a chair, pop the kettle on, and chat with some of the brilliant people behind Sustain’s success.
This month, we caught up with Tom Barwell, Sustain UK’s Operations Manager. A proud Brummie and rugby fanatic, Tom’s responsible for making sure every resident has a safe, quality home and receives the specialist support they need.
This is no easy task and requires an eye for detail, exceptional organisational skills, and a passion for people.
More than ten years after starting in a summer admin job at Sustain, Tom is now part of the supported landlord’s senior leadership team – a testament to his hard work and aptitude.
So, grab your favourite mug, get comfy, and find out more about Tom – and of course, how he takes his tea.
I’m Birmingham born and bred, originally from Stirchley, in the south of the city, and I’ve pretty much always lived in the West Midlands.
As I grew up, I spent about six or seven years in Hopwood and then about ten years in Worcester, where my love for Worcester Warriors Rugby Club began. I’m now based just outside the city in Bromsgrove, but I’ve always been closely connected to Birmingham, and my grandparents are still in the area.
I’ve been with Sustain for about ten years now, over a decade! It sounds like a long time, but it’s honestly flown by. The company has evolved so much in that time, and all for the better, I’m happy to say.
Just by way of luck, I came across a summer admin role at Sustain and was given the opportunity to help out.
I was just doing basic admin work, helping with things like checking property certificates and health and safety paperwork.
But I quickly realised I enjoyed the work and the people, and over time, I took on more responsibility and became more involved in the housing side of things, and that’s really where my journey began.
Not at all. I originally went to study Law at Nottingham, but after a year, I realised it just wasn’t for me.
I’ve always been interested in the complexities of law, but so much of the work is reading and writing, and I’m very much a people person. I knew I wanted to do something that satisfied that side of my personality.
That’s what I’ve found at Sustain. There’s still that legal element, managing leases, compliance, and agreements, but there’s also the human side, which I really enjoy.
I get to work directly with tenants, make sure they’re cared for, and collaborate with a great, supportive team. It’s a really nice balance.
I did eventually get my degree – I studied Real Estate part-time at Birmingham City University, one day a week for five years, and graduated with first-class honours.
It took some determination, but it has been of huge benefit to my career. The company supported me throughout, and I’ve been with Sustain ever since.
I’m here to make sure everything we deliver at Sustain is done to a high standard.
That means overseeing the quality of our housing and support services, making sure we meet all our compliance requirements, and ensuring our homes are safe, comfortable, and suitable for tenants.
For me, it’s all about upholding our core ethos that tenants always come first – that’s what everything revolves around at Sustain. I help the team maintain standards and look for ways to improve life for our residents.
I also look after complaints and tenant engagement, so if something goes wrong, I help make sure it’s handled properly and that we all learn from it.
Listening. Everyone has a story to tell, and everyone’s story is different. Often, people just need to be heard and acknowledged.
Taking the time to listen properly can make all the difference. In fact, it’s a skill that can be applied to all areas of life but is particularly important when working in supported housing.
I’m really into sports, particularly running and fitness. I ran my first half-marathon this year in Birmingham, which was a fantastic experience. I’m also a big rugby union fan; I have a huge Worcester Warriors flag on the wall at home, and I make sure everyone can see on Teams calls. I’m thrilled that the Worcester Warriors have returned after three years away.
Definitely the food and drink scene. There are so many fantastic restaurants, both big names and up-and-coming independents, especially around Stirchley.
It has to be ‘Bab’, a true Brummie classic.
Would have to be Tokyo by the Wombats
The Secret Barrister: Stories of the Law and How It's Broken. It’s a behind-the-scenes look at the criminal justice system in England and Wales - how it actually works and often fails, in practice and with my interest in law, I found it fascinating.
My iPad. I use it for everything - watching shows, reading sports news, and it’s become my favourite bit of kit at home.
Simple! Strong but not quite builder’s strength, and just a drop of milk.
To learn more about the team at Sustain and its board members, visit our Company and Directors Page.