Experience of a housing management service including
Estate services, maintenance, the enforcement of the tenancy
agreement, Housing and Welfare Benefits advice and/or experience working in a challenging customer service environment
Ability to understand and apply landlord and tenant legislation
Ability to represent the Association in the County Court and liaise with solicitors
IT literate and competent in the use of Microsoft packages and an integrated housing management system
Interviewing, advisory and negotiating skills
This post will require extensive travel across a large geographical area.
Flexibility to work 1 evening shift per week, and some evening/weekend work as required.
The purpose of the role is as follows:
To provide a high quality housing management service to tenants and leaseholders;
To act as the Associations ambassador building positive relationships with tenants & leaseholders, ensuring their homes and local communities are good places to live;
Taking responsibility for a 'patch', liaising with other departments to aim for 'right first time' resolution of tenancy and estate issues;
To assist the Association in building positive Communities within their own 'patch';
To assist the Association in meeting its Key Performance Indicators around housing management.
Work closely with CCL colleagues to achieve 'right first time' targets for tenant and leaseholder queries;
Respond & complete enquiries from tenants/leaseholders and other agencies within target timescales;
Build strong links with tenants/leaseholders and the communities within own patch through mobile working, aiming to spend 60% of time out on the 'patch';
Ensure easily accessible to tenants/leaseholders including the use of regular surgeries within own 'patch';
To ensure tenancy conditions are adhered to;
To ensure that Properties and Estates are maintained to a high quality standard, regularly monitoring through Estate Inspections and promptly actioning areas of concern;
To work closely with other departments to ensure high quality services being provided including asset management, incomes, communications, supported housing etc.;
To support tenants in repairs reporting and outlining tenant and landlord repairs responsibilities.
To liaise with the repair contractor to ensure an efficient repairs service is provided to tenants, escalating problems if they occur;
To identify works required around cyclical decorations, replacements, improvements to assist Asset management in planning works programmes;
To support the housing options teams with identifying under occupiers, over crowding, signposting tenants to their services. Assist in viewings/sign up of new tenants when required, particularly around handover of new developments;
Carry out 6 weekly new tenant welcome visits to assess any needs, planning how to meet or to signpost to other agencies/services and review at least annually;
To undertake tenancy audits to ensure stock is being used for its purpose, taking swift action where sub letting is found;
Liaise closely with Income and Service Charge Officers to ensure correct levels are charged and to maximise rent and service charge collection;
To monitor and manage ASB cases in line with Association policies;
Attendance at Court to present cases where possession is required;
Promote tenant involvement by attending meetings. Work with tenant representatives to improve service delivery taking full account of tenant's needs;
Resourcing Group is acting as an Employment Business in relation to this vacancy.
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