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Job Description
Job title:Income Assistant
Grade:SC5
Directorate:Resident Services
Responsible to:Head of Income Maximisation
Responsible for:N/A
Job Summary:
The income assistantis responsible for managing the process of terminating tenancies in compliance with organisational policies and procedures. This includes ensuring the proper documentation and return of keys/fobs for void properties, processing various termination reasons (e.g., death, eviction, relinquishment, abandonment), and coordinating with internal teams to facilitate the transition of vacant properties. Additionally, the role requires assisting with property viewings and supporting the general needs function of the team as required by service demands.
Key Responsibilities:
- Termination Documentation Management:
- Ensure all required documentation is received for tenancy terminations, including but not limited to death certificates, notice to quit (NTQ), eviction notices, and signed relinquishments.
- Maintain accurate records of keys/fobs returned and ensure their timely submission to the Income Maximisation (IM) Team.
- Address issues related to incorrect or late documentation by escalating to senior staff and creating appropriate void events in the system.
- Property and Key Management:
- Ensure that void properties are accompanied by all relevant communal keys/fobs and property keys.
- Apply address tags to all returned keys, ensuring correct tagging for surveyor use and the allocation of communal keys to new tenants.
- Create and manage void events such as key returns and liaise with contractors and surveyors as required.
- Void Allocation and Coordination:
- Allocate void properties to Income Maximisation Officers (IMOs) and Surveyors using the Northgate system.
- Create and initiate Trello cards for surveyor and contractor coordination for void properties.
- Ensure void properties are added to the Energy Angels database.
- Specific Termination Scenarios:
- Death:Process death certificates, NTQs, and signed key receipts from next of kin or Housing Officer. Ensure keys are returned by the NTQ expiry date.
- Eviction:Manage contents inventory, key receipt, and eviction notices. Ensure evicted tenants are notified of their belongings retrieval timeline and ensure keys are returned after belongings are collected.
- Relinquishment:Process signed relinquishments and key receipts. Ensure timely termination of tenancy based on key return date.
- Abandonment:Handle NTQs and key receipts from next of kin or Housing Officer. Ensure proper disposal of belongings and key management.
- Viewings and Team Support:
- Assist with property viewings as needed to facilitate the smooth re-letting of void properties.
- Provide general support to the team based on service needs, helping to ensure efficient operations and delivery of housing services.
- Collaboration and Reporting:
- Work closely with Housing Officers, Surveyors, void officers, and contractors to ensure smooth transitions for all void properties.
- Ensure compliance with internal processes and escalate issues as necessary to senior management.
Skills and Qualifications:
- Strong organisational skills and attention to detail.
- Excellent communication skills to liaise with various internal teams and external parties.
- Knowledge of tenancy termination processes and related documentation.
- Proficient in using property management systems (e.g., Northgate) and Trello.
- Ability to manage multiple tasks and prioritise effectively.
- Willingness to assist with viewings and support team functions as required.
