Neighbourhood / Property Manager (Rugby Patch)

We have an urgent need for a Neighbourhood Housing Lead (based/commutable to Rugby) reporting to office 1 day per week based in Slough otherwise hybrid/on patch paying upto £34904 DOE paid at hourly rate.
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.

If you are interested in this role, for more information please apply asap.