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Billie Gumble Recruitment Consultant – Social Housing & Operational Support
Job Description
A fantastic opportunity has arisen for a Housing Officer to join an Excellent Housing Association based in East London on a Permanent Basis.
Main Responsibilities:
* Tenancy/lease management - Providing advice, managing requests, and acting where breaches of tenancy/lease conditions or changes in circumstances occur. This includes but not limited to death/succession; possession proceedings; squatting/abandonment
* ASB - Tackling and reducing the effects of anti-social behaviour, managing a caseload of anti-social behaviour cases to the point of closure or enforcement action. This includes case assessment; identifying solutions and acting; preparing cases for court action and representing the organisation at court and at evictions
* Tenancy audits /fraud - investigating unlawful subletting and taken the appropriate legal action
* Lettings - Taking ownership for all empty properties and subunits in a patch to minimise void periods.
* Ensure vulnerable residents are signposted to appropriate services and support to enable tenancy sustainment, providing basic advice on welfare benefits and support that is available
* Proactively seek residents' views to improve service delivery and customer satisfaction
* Support and promote the work of the community development team within the patch
* Actively promote, assist and encourage resident involvement attending relevant resident panels, walkabouts and meetings to address their issues of concern
* Investigate safeguarding concerns and refer to the Neighbourhood Operations Manger
* Engage with and involve residents in the management of their neighbourhood by carrying out regular estate inspections, identifying and resolving issues directly or in liaison with internal teams or other external agencies
* Deliver a programme of regular estate inspections
* Deal with service charge queries from tenants and leaseholders on the quality of services and service specifications
* Support the customer services team with technical advice to improve resolution at first point of contact
Skills and Knowledge:
* Up to date knowledge of legislation and good practice relevant to leasehold & housing management
* Understanding of service charge apportionment methods and service charges
* Ability to interpret leases, complex information, and management agreements
* Able to travel efficiently across the stock and attend evening meetings
* Highly developed interpersonal skills with approachability and flexibility
* Can manage own workload day-to-day, handling different projects simultaneously and working to conflicting deadlines
* Excellent communication skills with the ability to engage with different customers and at court when needed
* Developed relationship management or stakeholder engagement skills, with the ability to influence, engage and manage conflict to resolution
* Organised, planned and able to prioritise competing demands
* Well-developed IT skills including experience of Microsoft office and the ability to proficiently use computerised databases
SIMILAR JOBS
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Housing Support Officer
MMP Consultancy are looking for a Housing Support Officer to join a wonderful Housing Association in East London.
Key Responsibilities:
* Work as part of a team providing a high quality housing service that meets the needs of residents and is delivered in accordance with the Corporate Objectives and Team Plan.
* Provide routine administrative support to the Local Neighbourhood Centre including the opening and distribution of post, general photocopying and stationery management.
* Update and maintain the correspondence register and chase up any outstanding responses.
* Dealing with routine enquiries in a sensitive and efficient way including relaying to residents information held on the repairs system and other systems within the office.
* Taking accurate messages for other members of staff and forwarding them on via email in a timely manner. This would include forwarding on enquiries and messages to all staff.
* Support a more experienced officer on reception duties in order to gain knowledge and experience.
* Communicate and liaise regularly with tenants and leaseholders and their representatives associations.
* Support the Neighbourhood Housing Manager in monitoring activities and services including the production and or the analysis of data.
* Ensure that all allocated duties are carried out in compliance with our Health & Safety policy, Financial Regulations, Standing Orders and other procedures.
* Undertake project work specific to your areas of responsibility as and when required.
* To be responsible for the counter and reception area, ensuring that it is tidy and welcoming and that leaflets and available material are up to date and displayed.
Skills & Knowledge:
* Knowledge and understanding of the role of a Local Neighbourhood Housing Office
* Well developed communication skills both written and verbal to deal effectively and professionally with tenants, leaseholders, contractors, managers and staff.
* Well developed IT skills (including Work, Excel and Ideally Orchard)
* Ability to manage a number of complex tasks simultaneously
* Ability to follow and record complex procedures and processes accurately
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Housing Manager
MMP Consultancy are working with a fantastic organisation based in East London to recruit a full-time Neighbourhood Team Manager to work on a temporary basis.
Responsibilities:
* To ensure properties are safe and compliance is maintained with the terms of the tenancy, lease, or management agreement.
* To deliver high standards in housing management,
* To provide a flexible face to face service with a commitment to solving problems quickly and efficiently.
* Identify and provide support for vulnerable customers. Reporting and acting on safeguarding concerns resulting in better coordinated services to ensure the wellbeing of our customers is a priority.
* Achieve 'right first time' outcomes and reduce complaints and failure management.
* Develop and deliver local offers that meet the needs and wants of the local community/estate.
* Promote the use the 'self-service' options to customers, making the best use of technology and social media as a tool for communication.
* To work collaboratively with the new resident's team, making the best use of our stock and meeting the housing requirements of our customers.
* To work collaboratively with regeneration and development to deliver the aspirations and master plans for specific areas for growth, change and transformation.
* Work with subject matter experts in a range of areas such as fraud, Antisocial behaviour, legal, Tenant and Family Support, resident involvement, market rent and homeownership services, collections, service charges, customer services, estate services, environmental services, welfare rights, employment, and training advice to offer a first-class service.
* To prepare evidence and Notices including attending Court to present cases where legal action/possession is required.
* Attend external and partner agency meetings including meetings with stakeholders, community leaders etc.
* To promote resident involvement and feedback. To attend Tenant/Resident Association meetings and other resident events. To actively engage and work with residents in the management of their home and Neighbourhoods, to develop and improve service delivery taking full account of resident's needs.
* To ensure income is generated through the letting of subunits.
* Carry out welcome visits to new tenants within 6 weeks.
* To carry out other duties in line with the above as requested by your line manager.
Skills/Experience required:
* Ability to work independently, exercising good initiative and judgement.
* Proven time management and prioritization skills.
* Proven experience and ability to deliver excellent customer care and valuing diversity.
* Proven attention to detail and ability to work on a variety of tasks simultaneously.
* Ability to work under pressure and meet deadlines and target.
* Demonstrate a commitment to building and sustaining relationships to improve communities and engage with residents.
* Track record of delivering excellent customer service in a service industry.
* Prudent management of resources financial, technological, and human.
* Managing projects to deliver a better customer experience.
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ASB Officer
MMP Consultancy are currently recruiting for a ASB officer to join a wonderful Housing Association in Northamptonshire on a temporary basis.
Key Responsibilities:
* To have primary responsibility for enforcement action for a designated area of the town and where necessary provide appropriate support to complainants and witnesses, and proactively support tenants in sustaining tenancies.
* Have a detailed knowledge of relevant legislation; best practice policies and procedures to enable the instigation of legal proceedings were necessary.
* Prepare cases and attend and represent us at Court hearings.
* Promote and participate in joint working with other agencies involved in dealing with Domestic Violence, Hate Crimes and Anti-Social Behaviour.
* Ensure all computerised and manual recording systems are updated and maintained on an accurate and timely basis, and that all service requests are responded to within the prescribed timescales.
* To attend resident meetings and other meetings as appropriate.
* Develop and maintain effective relationships with other Council officers, outside agencies and tenants to ensure that a high-quality tenancy management service is delivered.
* To provide as required written reports in relation to issues and events related to the patch.
* Provide cover for other Officers and staff in their absence.
* To undertake any other duties commensurate with the position as designated by the line manager.
Knowledge and Skills:
* Basic knowledge of Housing law
* Awareness of Current Housing issues
* Good literacy and numeracy levels
* Dealing with Customers in one to one situations
* Responding to customer enquiries by telephone
* Ability to prioritise work load
* IT Literate/good keyboard skills
* Good written and verbal communication
* Ability to interpret /implement policy, procedure and legislation
* Full Driving Licence
* Good written and verbal communications
* Performance Minded
* Willingness to undertake relevant Training
* Communicates effective at all levels in a clear, concise and open manner.
* Takes personal responsibility for delivering an excellent service to meet the needs of internal and external customers
* Committed to working with team and partners to achieve common goals and ensure performance at highest level.
* Takes responsibility for own actions, set high standards for personal performance and shows determination to meet goals
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