Address
Form of work
SalaryWe have an urgent need for Neighbourhood Housing Officer to cover patches in East London (Newham, Barking & Dagenham, Havering & Waltham Forest) reporting to office 2 days per week otherwise hybrid/on patch paying the hourly equilivent of upto £36200 DOE on a temporary basis. (£26.13 umbrella)
There are 5 positions avaioable so please apply ASAP if you are inetersted.
Purpose:
- To deliver a responsive, efficient, agile, high quality and customer focused housing management service to residents.
- To build meaningful and trusting relationships with residents on patch.
- To own the primary relationship with residents living on patch and act as the voice of residents.
- To deliver reliable, repeatable, and consistent services in line with policies and standard operating procedures.
- To seek out resident views and to listen and act.
- To represent and champion residents.
- To act as the advocate for residents in getting things resolved at pace and quality.
- To co-ordinate issues on behalf of residents
Key Responsibilities / Deliverables:
- Own the primary relationship between the company and the residents on patch, irrespective of tenure, resolving issues with and on behalf of residents, to their satisfaction.
- Be the key point of contact for residents and be the 'voice of the resident' across the organisation.
- Represent the company at all activity relating to patch, examples being, resident forums, committees,
- residents& associations.
- Support the comany and residents with any business continuity issues or incidents.
- Communicate with residents in a timely manner, to a good standard and in a range of ways demonstrating empathy and care.
- Provide information and advice on all queries in relation to tenancy or property matters, taking advice and seeking information from relevant specialist teams as required.
- Know the itemised service charge information relating to patch and provide general information to residents about service charges, whilst also ensuring that charges are reasonable.
- Resolve incidents of nuisance and anti-social behaviour, referring into the ASB (Anti-Social Behaviour) service where appropriate.
- ? Investigate and resolve all issues on patch, such as (not exhaustive); waste management, fly-tipping,
- parked cars, abandoned vehicles, car parking, pets, graffiti, breaches of tenancy, etc.
- Make referrals for residents to receive additional support internally and externally where relevant.
- Carry out tenancy audits, inspections of homes and buildings, communal areas, open spaces, to ensure they are well maintained and comply with all regulations or inspection regimes.
- Complete necessary referrals for court action, work with in-house and external legal services to complete court papers and attend court as required.
- Identify, report, mitigate and escalate risks on patch.
- Complete Fire Risk Actions and other compliance related activity within relevant timescales.
- Assist in the resolution of MP/Cllr enquiries and informal and formal complaints.
- Co-create new services in collaboration with residents and engage with residents to provide clarity about the standards of service they should expect
- Work closely with specialist teams in the Housing Management division.
- Work with the estate service team to ensure grounds maintenance and cleaning contracts are managed robustly and residents receive good quality services.
- Liaise with other teams to provide prompt responses to resident complaints or investigations.
- Liaise with the wider business regarding key risks identified on patch.
- Signpost residents to other colleagues where appropriate, ensuring that introductions are made on the residents behalf to smooth the process.
- Work with Performance and Improvement colleagues to ensure robust knowledge of patch demographics and demand and satisfaction is understood and a clear improvement plan is in place
to address any KPI's that are performing below target.
Essential skill & knowledge
- Housing sector experience and knowledge on all aspects of tenancy management - tenancy/leasehold management, tenancy fraud and anti-social behaviour including but not limited to dealing with domestic violence, domestic abuse, hate crime, vulnerable residents and safeguarding.
- Property management - facilities management, communal inspections and service charges including relevant Housing and Immigration Law and Welfare Reform.
- Experience of working with tenants and/or leaseholders
- Risk Management.
- Compliance in terms of tenancy management and property management.
- Exceptional customer service.
- Ability to quickly simplify and disseminate complex information.
- The confidence and determination to do the right thing by residents and challenge the norm.
- Operational knowledge of the regulatory environment for housing associations.
- Awareness of budget management and value for money.
- A natural curiosity and persistence around getting answers and clarity.
- Able to communicate effectively with a variety of audiences.
- A problem solver.
- Demonstrates empathy and care when interacting with others.
- A willingness to learn and achieve the IRPM qualification and any other learning deemed appropriate to the role.
