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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, including action plans to address any areas of low performance.
* Promote mediation uptake amongst residents for low level/neighbour disputes to avoid issues escalating to serious ASB.
* Deliver the ASB communications strategy, ensuring 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 solve and assist 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 beginning and following 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 build good relationships with tenants.
* As part of the team, carry out fire marshal duties in your building supporting the Building Manager.
SKILLS, EXPERIENCE & ATTITUDE
* 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, analyse data and produce reports.
* Highly organised and able to manage a varied workload, prioritising effectively 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 a coordinated working approach.
* Experience 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.
COMPANY BENEFITS
* Health benefits package including life cover and cash back plan on medical treatments.
* Company events including team-building activities and Christmas parties.
* Competitive company pension plan.
* Discount platform on favourite brands and services.
* Generous 33 days of annual leave allowance.
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