Housing Officer, Supported Housing Management Team
35 hours per week
£29,000.00 per annum
Our London Supported Housing Management team is responsible for making sure we provide a high quality of service to all of our customers: residents living in supported housing schemes and ‘visiting support’ accommodation; our colleagues and partners (for services where we are managing agent, or where another agency carries out housing management on our behalf) in our supported housing schemes, and floating support services proving support to our customers of those services.
Our team of Housing Officers’ duties include the signing up of new tenancies, investigating ASB complaints from our tenants, supporting our clients (and/or their Support Workers) with tenancy sustainment matters, and at times, pursuing legal action where there have been serious breaches of tenancy or licence conditions.
Our team works across London, and we work closely to endeavour to provide a high standard to all of our customers.
Job Advert-Role Description
Job Family: Supported Housing
Reports to: Area Housing Manager
Reporting Line: None
Budget Responsibility: None
- To provide a high quality housing management service to tenants and licensees;
- To act as the Associations ambassador, building positive relationships with tenants, licensees and their care and support providers , 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;
- Work in partnership with internal and external support providers delivering a housing management service responsive to the requirements of the support service specification.
- Assist the Association in building positive Family Mosaic Communities within their own ‘patch’;
- Assist the Association in meeting its Key Performance Indicators around housing management.
- To ensure that TSA Standards are being fully met;
- Work closely with the Customer Care Line and other colleagues to achieve ‘right first time’ targets for tenant and licensee queries;
- Respond and complete enquiries from tenants, licensees and other agencies within target timescales;
- Build strong links with tenants, licensees, care and support teams and the communities within own patch;
- Be easily accessible to tenants and licensees, including the use of regular surgeries;
- Ensure tenancy and license conditions are adhered to;
- Lead on My Place within own patch, aiming to move all to Gold, developing local offers with residents where local issues arise.
- Ensure that Properties, Schemes and Estates are maintained to a high quality standard, regularly monitoring through Estate Inspections and promptly addressing areas of concern;
- Oversee the management of gardening and cleaning services within own patch either via contractors or own caretaker services, ensuring specifications are being followed;
- Work closely with other departments, including asset management, incomes, communications, general needs housing etc. to ensure the delivery of high quality services;
- Support tenants in repairs reporting and outlining tenant and landlord repairs responsibilities.
- Maintain regular and constructive relationships with internal and external care and support teams adhering to agreed Joint Working Protocols/Service Level Agreements.
- Work with Asset Management and Care and Support colleagues to implement void management procedures and turn around targets, including furniture procurement where required.
- With Care and Support colleagues, implement Referral and Allocation Procedures, seeking and assessing referrals for void properties promptly and efficiently, and minimising void turnaround times.
- Ensure that viewing and sign up processes operate efficiently and in line with procedures, where appropriate drawing on assistance from support staff and sheltered housing assistants.
- 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 liaise with the repair contractor to ensure an efficient repairs service is provided to tenants, escalating problems if they occur;
- Identify works required around cyclical decorations, replacements, improvements to assist Asset management in planning works programmes;
- To have input into design and layout of proposed new developments within patch;
- Identify under occupation and over crowding, implementing strategies to address this.
- Work closely with Community Investment staff in arranging welcome and estate events;
- 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;
- Work with tenants from sign up to prevent debt from occurring, signposting to support and advise services and welfare rights colleagues where required;
- 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;
- To strive for continuous improvement in tenant satisfaction levels;
- Work closely and flexibly with other team members, providing cover and participating in buddy and duty rota arrangements as required.
- To ensure record keeping completed promptly and accurately;
- To receive personal callers in a professional and courteous manner;
- Carry out other duties in line with the above, as requested by line manager.
- Flexibility to work outside normal working hours to meet the requirements of the service.
Knowledge and Experience:
- Experience of a housing management service including estate services, maintenance, the enforcement of tenancy agreements, Housing and Welfare Benefits advice.
- Experience and aptitude for working with vulnerable people, including those with challenging behaviour.
- Personal safety, risk assessment and handling conflict.
- Demonstrate ability to successfully work in a team and meet targets and deadlines
- Proficient I.T. skills in MS Office applications and an integrated housing management system
- Proven ability to maintain accurate, reliable and up to date records
- Ability to understand and apply landlord and tenant legislation
- Ability to represent the Association in the County Court and liaise with solicitors
- Interviewing, advisory and negotiating skills
- Strong well based decision making skills
- Excellent communication skills both written and verbal to work with tenants, management, staff and other stakeholders to high levels of satisfaction
- Work outside normal working hours, including the occasional evening and weekend if required
- Ability to work alone, providing own motivation to meet deadlines
- Demonstrable ability to manage a complex caseload, identifying and prioritising work to meet targets and respond to the demands of various different customers, both within and without the organisation
- Demonstrable experience of anticipating, meeting and improving standards set for customer service, balancing their expectations with available resources
Learning & Developing:
- Continuously updating and improving your working knowledge through
- various means, on your own as well as in organised training
This post is subject to an enhanced Disclosure and Barring Service check.