Housing Officer - Harlow - Full time, Permanent
ROLE: Supporting residents with managing and sustaining their tenancies by providing a service which is robust, assessing the needs of the clients and supporting them to become more independent.
REPORTS TO: Regional Manager
REPORTS IN: None
SALARY: £27,000 per annum
WORKING HOURS: Monday - Friday 9 am - 6 pm on call some weekends
DUTIES INCLUDE:
* Sign-ups, support and Housing Management, record keeping all documents.
* Ensuring interviews and risk assessments with prospective clients are carried out within prescribed time limits.
* Support the Housing Benefit Officer & tenants with their Housing Benefit claims and support them with accessing relevant benefits entitlements.
* Work closely and co-operate with external agencies and experts to ensure that the wider needs of the tenant are met.
* Manage all reports of Anti-Social Behaviour (ASB), investigating, recording cases, carrying out interventions & updating the RM and other invested parties.
* Contribute effectively to service improvement by ensuring teams are implementing the ASB policy and working within the remit of legislation.
* Work in collaboration with key partner agencies, in order to safeguard residents, take effective enforcement and utilise all tools available when addressing cases of ASB.
* Ensure responses to reports of (ASB) are dealt with promptly and effectively.
* Provide performance reports to the Regional Manager regularly and other Senior Management when requested, ensuring that reports also include action plans to address any areas of low performance.
* Promote mediation uptake amongst residents for low level / neighbour disputes in order to avoid issues escalating to serious ASB.
* Deliver the ASB communications strategy, ensuring that awareness is raised amongst residents regarding increasing reports of ASB, ensuring residents are aware of their responsibilities and how we can help abate ASB.
* Issue Warning letters and Notices to Quit in the event of a breach of tenancy.
* Maintain and manage good relationships with our partner organisations and agents.
* Problem solving and assisting with complex matters with tenants that cannot be resolved by the team.
* Provide reports, statistics and KPIs to management on a monthly basis.
* Work with colleagues to ensure income is at its optimum, acting in the best interests of the Company to maximise the profitability of each property.
* Record and take action to ensure rents are received from tenants on time, referring to HB Officer or begin and follow legal action for arrears.
* Support the Building Manager in liaising with tenants to gain access for repairs.
* Carry out property inspections, check outs and void inspections using repairs management system.
* Report repairs on management system and liaise with maintenance team to ensure repairs are carried out in a timely manner.
* Work with the team to turn around voids as quickly as possible, advertising and arranging viewings & sign ups in a timely manner.
* Organise Community/ Resident Engagement monthly to develop a sense of community and to build good relationships with your tenants.
* As part of the team, carry out fire marshal duties in your building supporting the Building Manager.
SKILLS, EXPERIENCE & ATTITUDE
Essential:
* A confident presenter with excellent communication skills both written and verbal, with interpersonal skills to suit a variety of audiences (colleagues, residents etc.).
* Evidence of successful outcomes when addressing ASB, fostering high levels of ownership and accountability when delivering ASB services.
* Ability to self-manage and analyse data and produce reports.
* Highly organised and able to manage a varied workload, able to prioritise effectively in order to produce high quality work within set deadlines.
* Housing Qualification.
* Knowledge of Housing legislation and other landlord related obligations as set out in relevant legislation and best practice.
* Experience of working in housing and delivering services to residents of social housing landlords.
* Demonstrable experience of service improvement delivery.
* Experience of building effective partnerships with relevant agencies such as social services, Police, mental health, community safety.
* Demonstrable excellent customer service skills and having a coordinated working approach.
* Working in a residents first environment and increasing resident engagement within teams.
GENERAL
* Contribute to the strategic direction of Caridon.
* Carry out specific tasks required by your Regional Manager/ Director of Housing.
* Facilitate good relationships across all departments and sister companies.
* Demonstrate and actively encourage a good team spirit, positive environment and motivated department at all times.
* Be approachable and empathetic to all internally and externally.
* Be responsible with your time keeping at all times.
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