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Role Purpose
To be part of a team delivering a high quality, consistent, flexible, value for money comprehensive service to tenants including, new tenancies and tenancy changes interviewing service users and dealing with general enquiries.
To be responsible for a range of tenancy management duties and be a visible presence with residents on our estates. Ensuringtenantsarewellcaredfor,neighborhoodsareclean and safe and resident satisfaction is high.
Main Responsibilities
- To take part in the organisation’s response to emergencies, helping to co-ordinate actions and providing support to residents.
- To respond to and manage incidents of low level anti-social behaviour, including harassment, nuisance, and neighbour disputes, taking appropriate action in liaison with Haringey Council, Police and other agencies. To take enforcement action to resolve anti-social behaviour and breach of tenancy matters and to refer particularly complex issues to a Senior Housing Officer.
- To support the effective management and re-letting of void properties by carrying out pre-termination visits; accompanied viewings; sign-ups and new tenant visits promptly and ensuring that new tenants are aware of their responsibilities under the tenancy agreement.
- To give general advice on housing options including transfers or any other tenancy related issues including supporting new tenants as appropriate to settle into their homes.
- To ensure robust tenancy sustainment working across the patch, where possible, working with internal and external partners to bring about successful outcomes, escalating particularly complex cases to the Senior Housing Officer where appropriate.
- To carry out tenancy checks, referring possible issues for further investigation. Serve Notice to Quit or Notice of Seeking.
- To undertake visits to tenants and their representatives as and when necessary. This will include both routine visits and ad hoc visits in response to specific issues such as arrears, anti-social behaviour, rehousing need or vulnerability; and following visits to agree and implement a plan of action to address concerns and issues arising from visits, including liaison with other teams and agencies to ensure required services are provided and cases are resolved.
- To carry out regular visits to vulnerable residents, act on and identify cases of vulnerability devising a plan of action and co-ordinating with other agencies to ensure that needs are addressed.
- To respond to correspondence/ complaints/ enquiries from a wide range of audience categories.
- Ensure proper file systems are maintained and documents are uploaded promptly to enable easy access to relevant information, including other teams and setting up new document sets when required.
- To understand tenancy law, the rights and responsibilities of social housing landlords and tenancies and how tenancies are ended.
- To attend resident association meetings developing strong and committed partnerships with RAs, Leaseholder groups, Advocates, and other recognised bodies on matters relevant to tenancy management. This will include attending meetings outside normal working hours, as deemed appropriate.
- To engage effectively with Members, engaged residents, and external partners liaise effectively with HB/CTB, DWP, CAB and relevant others to minimise overpayments, maximise benefit entitlements and additional payments such as DHP or social fund.
- To represent the service positively and professional at all levels, and delivering excellent, customer-focused services using feedback to effect improvements.
- To meet all performance targets set and use performance information to support learning.
Qualifications
- A high standard of literacy and numeracy
- Housing qualification and evidence of continued professional development.
- Commitment to taking responsibility for own learning and development.
Experience
- Working with the general public, preferably in a service delivery setting.
- Working in a diverse community
- Communicate effectively with the public and members of staff at all levels and from diverse backgrounds.
- Knowledge and awareness of safeguarding issues
- Previous experience in a housing organization or similar environment
- Knowledge of social housing and housing management
Knowledge
- Good understanding of issues relating to social housing.
