Position: Tenancy and Estates Case Manager
The Tenancy and Estates Case Manager needs to be accessible to our customers and deal with all housing related enquiries from giving initial tenancy advice to managing complex cases, which involve providing comprehensive support to our vulnerable customers to ensure that they sustain their tenancies. All contact with our customers must be recorded accurately on the Open Housing System. The role involves dealing with vulnerable people on a regular basis and you must be experienced. To oversee the administration and management of social housing properties, with an overall responsibility of between 550 and 750 tenancies. You will need to ensure that housing policies and procedures are adhered to. This position requires strong interpersonal skills, knowledge of housing laws and regulations, and the ability to manage a diverse range of responsibilities.
Key Responsibilities
1. Advice and Information: Provide advice and information in relation to tenancy and estate management, having knowledge of housing law, current legislation, and new initiatives. Understand tenancy and estates policies and procedures, looking to improve, lean, and update where necessary.
2. Ensure safeguarding practices are adhered to and that the customer is at the heart of everything we do. If correct decisions are not made, vulnerable people are at risk. Cases can be reviewed/audited by central government.
3. Conduct tenant sign-ups and visit regularly to ensure the right support is given at the right time to enable that tenancy to be successful and sustainable.
4. Monitor against the tenancy obligations and address any breaches or issues.
5. Provide consistent and strong messages when dealing with all aspects of low-level nuisance and anti-social behaviour; ensuring that you consult closely with the ASB Case Managers to explore that the behaviours of the perpetrators change.
6. Conduct inspections and tenancy/compliance checks to ensure health and safety issues are raised, and communal areas are kept in good order.
7. Conduct bi-monthly blocks and communal areas inspections to ensure that they are sterile and report any health and safety/fire risks in communal areas.
8. Conduct Annual Tenancy Checks to ascertain that current records are correct for the tenant and household; thoroughly inspecting the property and garden to ensure maintenance in line with the tenancy agreement.
9. Conduct inspections at the end of the tenancy to ensure the property is returned in good condition and that there are no outstanding issues on the return of keys.
10. Address any health and safety risks that are highlighted by the Assure app in a timely manner.
11. Work with other departments to ensure that compliance checks are conducted in line with current regulations.
12. Responsible for ensuring and reporting any health and safety concerns in and around the estates that you manage.
Stakeholder Engagement
1. Provide good relationships with all multi-agency partners to ensure that our tenants receive the support that they may require.
2. Signpost and refer cases to other teams internally, e.g., Debt and Benefit Advisor.
3. Support and consult with other areas of housing within the organisation.
4. Be proactive within One Team Meetings and participate with our Social Service colleagues when required.
5. Hold regular community skip day events and engage with customers to get buy-in for these events.
Key Performance Areas
1. Provide a monthly report on your housing management activities.
2. Ensure that complaints are addressed promptly in line with current procedures.
3. Ensure any estates budget spend provides value for money for the customer and is correctly coded and authorised.
4. Maintain comprehensive housing records and follow procedures around their recording keeping.
5. Work remotely in your area, ensuring you signpost your customers to the correct organisations when help and expert advice is needed.
6. Ensure that tenancies remain sustainable but also recognise when there are serious breaches that may require legal action.
7. Work closely with colleagues within your service area when cover or additional support is needed.
Minimum Requirements
1. Minimum of 5 GCSEs at grades A to C (including English and Maths) - Essential
2. NVQ Level 4 or equivalent, or significant relevant experience within housing; local authority or registered provider - Desirable
3. Evidence of continuing development of professional skills e.g., through training, qualification, or experience - Essential
4. At least 2 years housing management experience in a similar setting with a registered provider - Essential
5. Good understanding of social housing, with a strong emphasis in housing management - Essential
6. Knowledge of working within housing management, tenancy, and estates - Essential
7. Ability to deal with confidential and sensitive matters with a wide range of people - Essential
8. Experience of dealing with the general public, particularly vulnerable customers - Essential
9. Experience in an administrative role - Essential
10. Experience of recording and maintaining accurate statistical information - Essential
11. Ability to prioritise, manage own workload, and meet deadlines - Essential
12. Ability to work as part of a team, be flexible, use own initiative, and work with limited supervision - Essential
13. An awareness of the Data Protection Act - Essential
14. An awareness of Health and Safety in a social housing setting - Essential
15. An awareness of welfare benefits and welfare reform - Essential
16. Experience of effectively triaging enquiries and signposting clients where appropriate - Essential
Skills
1. Excellent customer care and people skills with the ability to communicate well both face to face, by email, and by telephone.
2. Accuracy and attention to detail.
3. Good organisational and administrative skills.
4. Good keyboarding/word processing skills.
5. Good IT skills including the use of Microsoft Word, Excel, and Outlook as well as case management systems.
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