Work for us

Enhanced Housing Management and Support Officer

  • Hours
  • 37.5
  • Salary
  • £21,500 per annum (full time equivalent)
  • Location
  • Lewisham, London
  • Closing Date
  • 19/09/2018
    • Contract

    • Permanent
    • Scheme

    • The service provides a supported housing service to 8 customers and an enhanced tenancy management service to 21 customers and the post holder will be responsible for (amongst other duties) ensuring customers understand their rights and responsibilities under the tenancy agreement, ensuring all necessary health and safety checks are completed, signposting tenants to specialist services, carrying out sign ups, ensuring repairs and maintenance issues are dealt with efficiently, ensuring rent is paid and rent arrears are minimised and any nuisance or anti-social behaviour is dealt with appropriately. You will also be responsible for providing holistic support to customers that encourages and allows the customer to manage their well-being and tenancy; including access to services, social inclusion and health interventions. You will need to be empathetic and creative in your approach to delivering support.

    • Job Advert-Role Description

    • Directorate: Supported Housing

      Job Family: Care & support Services

      Reports to: Team Leader

      Responsible for:  None

      Budget Responsibility: None


      Purpose & Service Information

      • To provide person-centred recovery based support to individuals with severe and enduring mental health needs to help them sustain their own tenancies and increase their level of independence and choice.
      • The post holder will provide support to 8 customers at Tredown road from Monday to Friday 9am-9pm on a rota basis and Saturday to Sunday 10am-7pm
      • The post holder will provide an enhanced housing management service to 21 people across Lewisham based at Garthorne road, Brockley Park and 5 dispersed units.


      • To support customers  to plan their recovery and manage their allocated personal budget as required
      • To support customers to maintain their independence and well being
      • To work in effective partnership with other specialist agencies to deliver agreed service outcomes for customers
      • To support customers to manage risk and to take appropriate risks that will support their recovery
      • To undertake customer referral and needs assessments for the service
      • Complete and review Recovery Star, risk management and early intervention plans with customers
      • To implement effective Safeguarding practise for vulnerable adults and children in accordance with local authority and Family Mosaic guidance and protocols
      • To work in effective partnership with primary and secondary health and social care professionals, to deliver borough specific care pathways and meet the desired outcomes for customers
      • To champion the human rights of individuals experiencing mental illness, challenging stigma where ever it is found and promoting ethical practise.
      • To deliver services that reflect the principles of racial equality and serve the needs of the whole community.
      • To promote awareness of the service throughout the community
      • Maintain accurate up to date records of all activities relating to service delivery
      • Maintain safe practise at all times in accordance with Family Mosaics lone working policy
      • Assist customers to access benefits, rent payments and manage arrears and domestic bills;
      • To maintain accurate records of financial transactions relating to service provision and implement Family Mosaic finance protocols
      • Participate in the implementation of procedures and strategies to ensure that risks to tenants, staff and the community are rigorously assessed and managed.
      • To carry out other support duties in line with the above, as requested by your line manager.



      • Enable Tenants to maximise their independence and ensure the sustainment of their tenancies.
      • To provide advice and assistance both pre/post tenancy to Tenants, including assistance to furnish, set up utilities and benefit claims and move into their property.
      • Welcoming new tenants to the scheme, signing them up on the relevant tenancy, introducing them to the services and facilities, and all relevant house rules and regulations relating to their accommodation and all common parts and communal facilities.
      • To enable Tenants to abide by their tenancy agreements, giving advice and assistance on dealing with security of their tenancy. This includes ensuring the scheme is secure when leaving at the end of each day, checking the communal areas, replacing lost keys and monitoring any additional security measures such as CCTV.
      • Assisting with managing the building, including access arrangements, service of appliances and dealing with visitors that are known to present a risk to tenants and disputes/complaints from neighbours.
      • Providing the first point of contact for all contractors, agencies and personnel requiring access to the scheme.
      • To liaise with Incomes Officers to assist with rent, service charge collection and arrears recovery, including liaising with Housing Benefit Officers.
      • Carry out regular Health and Safety and building checks including flat checks in conjunction with tenants and ensure any follow up actions such as repair reporting are completed. Maintain accurate and up to date Health and Safety records.
      • To work with Tenants to enable them to learn the skills required to manage their own tenancy, including how to use appliances and assistance to deal with difficult situations.
      • To ensure that Tenants are aware and understand to the responsibilities of their tenancy and to support them to sustain this.
      • Monitor any breaches of the terms of the tenancy agreement including non-payment of rent and personal service charges and anti-social behaviour and produce written warnings for low level cases as appropriate.
      • Report any Safeguarding concerns internally and externally.
      • Minimizing void losses and be pro-active in efficient void management and turnaround to meet targets, including completing property viewings with potential new tenants and new tenancy sign ups as required.
      • To be aware of the risks factors including warning signs, triggers and crisis plans and to follow the Risk Assessment/Management and SOVA procedures. To liaise with support agencies including  Care Co-ordinators and GP’s if there are any concerns.
      • To attend relevant meetings, providing advice and support to colleagues e.g. Liaising with Safer Neighbourhood Teams when dealing withanti-social behaviour
      • To keep accurate, up to date records on referrals, refusals, acceptance, daily contact notes and outcomes, reporting on information as requested by the Line Manager. To provide information and reports if requested.
      • To  be  responsible for your own  personal  Health and Safety whilst at work adhering to policy and procedure including reporting of any unsafe acts or conditions to management.
      • Undertake any other duties consistent with the above as requested by the Teamleader or Operational Manager.

      Person Specification

      Getting the Basics right  
      Effective team working and working on a rota basis. Essential
      Effective Report writing and IT literacy including Word, excel and data entry systems Essential
      Able to communicate effectively with customers, staff and external agencies. Essential
      All About the People  
      Empathy for the client group Essential
      Ability to provide excellent customer service Essential
      Passionate about being able to make a real difference in peoples lives Essential
      Homes to be Proud of  
      Knowledge of Health and Safety in a supported housing environment


      Knowledge of Housing Management or willingness to undertake training including tenancy sign up and arrears management & basic knowledge of Housing law and Tenancy types


      Knowledge of managing voids and monitoring the performance of contractor or willingness to undertake training


      Experts in our Field  
      To have achieved a formal qualification relevant to the client group such as QCF level 2 in Health & Social Care of higher or be willing to work towards this. Desirable
      Knowledge of best practise in working with a mental health client group or vulnerable adults and promoting their recovery and independence.


      Experience of using support planning and risk assessment tools


      Knowledge of Equality, Diversity and Inclusion for this client group and knowledge to be able to challenge discrimination and stigma.


      Knowledge of Safeguarding vulnerable adults



    • Background check

    • This post is subject to an enhanced Disclosure and Barring Service check.

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