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Director of Rolig Homes and housing professional with 25+ years experience. Qualified Life Coach and Mentor with Matt Smith Coaching Ltd.…
The role - 18.5 hrs p/w
Our team works with adults, often presenting with complex needs / dual diagnosis and experiencing significant disadvantage. Customers include ex-offenders, those with substance misuse, mental health or homeless-related needs, or a combination of these client groups.
As a Tenancy Sustainment Assistant, you'll provide a comprehensive and effective tenancy and asset management function for customers in our supported housing properties. You will assist customers to maintain their tenancy / licence agreement, ensuring they understand their rights, responsibilities and obligations.
The post-holder will manage a customer caseload across specified properties. You will assist in the management of the lettings process and provide ongoing, intensive assistance to customers enabling them to maintain their tenancies. You will be responsible for assisting with ensuring that properties are effectively maintained and compliant with relevant legislation.
What will you be doing:
No two days are ever the same and you will be managing your diary to meet the requirements of the role. You will meet with customers, discuss tenancy related needs and how we can help them to meet their objectives; complete risk assessments, and work with stakeholders to support our customers. You will also need to be able to help customers apply for housing benefit and manage bills.
What we are looking for:
Attitude and personality are important to us. We want to work with people who have a ‘can do’ attitude and approach to their work. People who take ownership and accountability to get things done and to do the right thing. Being able to empathise with our customers is important – what standards of service and housing would you expect, and can you work within any constraints to meet or exceed customer expectations?
Supporting colleagues at all levels of the organisation is important to us. We firmly believe that you never stop learning, and we want to develop a culture where we all learn and develop together, acknowledging that we don’t always get things right. We want to learn from experience and create a culture where people are supportive and constructive, enabling people to thrive. Everyone has a role to play in developing that culture.
Key Tasks and Responsibilities:
* Provide advice and practical assistance to customers in order to prepare for their new tenancies / licenses when moving in.
* Assist with the new customer lettings process ensuring that customers are aware of their rights, responsibilities and obligations.
* Provide intensive assistance to customers enabling them to maintain their tenancies / licences.
* Help to ensure that all housing management functions, including voids and lettings, rent and service charge arrears, anti-social behaviour and other tenancy breaches, health and safety and fire checks, and repairs and maintenance are carried out to a high standard and in a timely fashion.
* Help to ensure that compliance checks i.e. gas, legionella etc. are completed and recorded by their due date, and that the relevant certification is received and uploaded appropriately.
* Assist with the completion and recording of weekly property inspections.
* Facilitate property access for contractors as required.
* Maintain a property inventory and advise the Tenancy Sustainment Officer of any items that need to be replenished.
* Ensure that properties are ready to let as soon as possible after they are void.
* Ensure that safeguarding’s, incidents, accidents and near misses are reported and responded to appropriately.
* Monitor and review CCTV footage where appropriate.
* Report and review maintenance works carried out in properties, confirming completion, and advising the Tenancy Sustainment Officer where there are any concerns regarding quality of repair.
* Collect rents and service charges and respond appropriately to any arrears.
* Work collaboratively with all stakeholders to ensure that customers are able to thrive.
* Report and act on anti-social behaviour in line with Rolig’s policy and procedure, ensuring that any warning process is appropriately managed.
* Work with customers to ensure that rents and service charges are paid in line with tenancy / licence requirements.
* Collaborate with customers on identified goals and aspirations assisting with the search for appropriate move on accommodation when required.
* Ensure that case notes, risk assessments, outcomes and other case related details are appropriately recorded and updated on internal systems.
* Provide out of hours cover in line with rota arrangements.
General Responsibilities:
* Customer focused with a genuine desire to achieve excellence in all areas of responsibility.
* Work in line with Rolig Homes purpose, core values, policies and procedures.
* Undertake any additional learning and development considered relevant to the performance and duties of this post.
* Participate fully in the appraisal and personal development programme.
Personal Specification:
Qualifications: CIH Level 2 in Housing Practice or Housing Services, or a commitment to work towards this qualification.
Experience of working with vulnerable people: At least 2 years’ experience of working with people who require additional support to maintain independent living. Specific experience of working with people experiencing addiction or poor mental health would be an advantage.
Experience of working with partners and stakeholders: Able to develop and maintain positive relationships with stakeholders for the benefit of the customers and business.
Empathy and resilience: Doesn't take the events of the day home with them, undertakes activity to care for own wellbeing. A warm personality, gives appropriate eye contact, demonstrates appropriate levels of empathy or sympathy, demonstrates active listening skills.
Curiosity and Emotional Intelligence: Will ask questions to understand before finding solutions or signposting. Perceptive to human behaviour, instinctively knows when something isn't right.
Excellent collaboration and communication skills: Comfortable interacting with people through different methods and can change their own communication style to meet the needs of the audience and situation. Listening, asking questions to confirm understanding, clear and concise, doesn't always accept the status quo. Uses common sense to help make decisions.
To be ICT literate: Training will be given for our systems, need to be able to use Outlook, Word and Excel at a basic level.
Personal Qualities: Manages self, is organised to deliver, updates systems and reports in a timely manner, sets reminders and follows up to ensure outcomes happen. Pays attention to the detail and has a ‘can do’ attitude. Takes ownership and accountability to get things done. A team player who supports colleagues across the business and helps create a supportive and positive culture.
What we offer you:
As a member of our team you will be part of an engaging, friendly and supportive working environment.
We invest in our people, and you will be able to develop your skills and be part of something that makes a real difference to people's lives. This role can give you the opportunity for a career within a successful and diverse organisation.
Some of our benefits include:
· Salary of £13,500 (role is 18.5 hours per week)
· Hybrid role with home working where appropriate
· 25 days holiday (plus bank holidays) and 1 day extra for every year of service up to 5 years pro rata.
· Access to the Employee Assistance Programme and ‘Wisdom’ App for staff and family members.
· Pension contribution of 9% (5% personal and 4% company contributions)
· Voucher incentive and rewards scheme
· Commitment to personal growth and development
· 4 weeks full sick pay (per annum pro rata)
Seniority level
* Entry level
Employment type
* Part-time
Job function
* Administrative
* Housing and Community Development
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