Resident Liaison Officer

Property Manager required to join a national housing association on a permanent contract.

Sitting as part of the Property Services team, the Property Manager will be covering a patch across London and Berkshire, ensuring that properties are maintained to the highest standard. Covering all areas of property management, including management of service charge costs, completing oversight of services delivered to homes, and setting standards whilst delivering effective contract management for third parties and key contractors.

Responsibilities:
* Ensuring that properties are maintained to a high standard and in accordance with all compliance requirements and act as a duty holder for designated properties.
* Providing an excellent customer-focused professional management service to residents, ensuring all legal landlord/freeholder obligations are met.
* Responsible for ensuring work carried out on our properties is completed to an acceptable standard, within budget and timescales.
* Responsible for estate inspections and liaising regularly with other teams to ensure high standard to communal repairs, cleaning and gardening provided.
* Ability to understand complex service charge budgets and explain these to non-technical audience.
* Liaising with residents and colleagues to resolve communal issues while delivering excellent customer service, ensuring high rates of satisfaction to minimise complaints.
* Reporting on the performance of properties and maintenance so that the Property division can fully understand the performance within our portfolio.
* Overseeing planning and execution of day-to-day operations, maintenance, and inspections of the properties in your patch.

Role Requirements:
* Property management experience including managing blocks in mixed tenure environment.
* An understanding of the legal aspects of leasehold law and regulations, or the ability to quickly get such an understanding.
* Demonstrate a working knowledge of relevant Landlord and Tenant Act, RICS and ARMA guidelines, regulations, and procedures, keeping informed of any amendments and best practice on disseminating residential block property management advice.
* Experience of managing and supporting landlord compliance
* Knowledge of building and health & safety legislation
* Strong verbal and written communication skills with the ability to influence and negotiate across the organisation.
* Basic working knowledge in building maintenance systems
* Associate of IRPM or willingness to achieve this qualification.
* Member of IOSH or willingness to achieve this qualification.

Building Safety Communications Officer required to join a Housing Association based in London, on a permanent contract.

As Building Safety Communications Officer, the role will include:

* Provide high level specialist advice and information regarding cladding and building safety remediation works, Fire Risk Appraisal of the External Walls (FRAEW) process, grant positions and legal proceedings.
* Prepare high-quality responses to informal complaints and enquiries
* Draft high level written correspondence to residents and stakeholders, providing update on legal proceedings and status of cladding remediation works.

Duties & Responsibilities:

* Support the Building Safety/Fire teams to identify learnings from queries that results in continuous service improvement.
* Provide information, advice and assistance to residents and leaseholders whilst major works are being carried out to their homes.
* Provide support in Building Safety Residents Meetings.
* Ensure residents are kept informed about the safety of their building and consulted when possible.
* Liaise with third parties, including Managing agents, freeholders, contractors, about works to be undertaken on buildings and keep track of progress ensuring residents and management are kept informed.
* Undertake resident satisfaction surveys following the completion of projects, including a full analysis of the results.
* Prepare or update process maps and short briefings when required.

Skills & Requirements:

* Previous experience working within building safety in the housing industry (cladding remediation works experience) is ideal.
* High level of IT skills and literacy including proficiency in Microsoft - Word & Excel.
* Enhanced letter writing skills with the ability to adapt information for the audience.
* A proven track record of delivery in a demanding and fast paced environment.
* Enthusiastic about working in a customer services environment and ability to empathise with residents.
* Excellent attention to detail and ability to work well under pressure and to tight deadlines.
* Demonstrable experience of working collaboratively with senior management. Readily accepts responsibility.
* Shows initiative in proposing service improvements.

Experienced Complaints Resolution Manager required to join a large local authority based in London. Working as part of the Property Services department, the Complaints Resolution Manager will be responsible for a team of 4 Coordinators. This is initially offered on a 6-month temporary contract, with the potential of extension.

As Complaints Resolution Manager you will:

* Manage responses to complaints and FOI's, ensuring that the service is aligned to support the Council in achieving its strategic priorities.
* Manage Housing Management compensation budget.
* Maintain a culture of innovation and continuous improvement.
* Support wider department to use learning from complaints to improve the service delivery and customer experience.

Duties and Responsibilities:

* Manage and lead staff to achieve high performance and effective operational delivery, including developing and improving staff capability.
* Manage customer focused service and effective use of resources.
* Responsible for effective management of enquiries and complaints, in line with the relevant policies, procedures and legislation
* Manage a range of investigations on behalf of the department.
* Develop strategic solutions, to ensure that the service improvements arising from investigations inform the wider service improvement agenda.
* Maintain up-to-date records and providing monthly statistical and qualitative information to Senior Management team.
* Attending contractors' monitoring meetings as required, giving performance feedback.

Requirements:
* Proven experience of working as a Complaints or Service Improvement Manager within a property services, housing, construction, public sector capacity.
* Knowledge of the statutory and corporate complaints process and all associated legislation and policies
* Track record of achievement at a management level in a large and complex organisation
* Ability to oversee and undertake complex investigations.
* Experience of staff management, including planning, organising and co-ordination of teamwork.

Resident Liaison Officer required to join a housing provider based in London. This will be on a temporary to permanent contract, working as part of the Planned Works team.

Responsibilities:
* Effectively liaise between residents and contractors to ensure that resident requirements are met and any issues are promptly and suitably addressed.
* Providing support to any vulnerable residents, you will work with carers and other relevant advocates to ensure that specific needs are taken account of and any issues are resolved to the customer's satisfaction.
* Build and maintain mutually beneficial relationships, facilitate communications and coordinate activities to streamline operations, public communications, incident response and conflict resolution.
* Deliver effective resident consultation and engagement, providing assurances at all levels that our buildings are compliant to all legislative requirements.
* Developing and delivering effective communication with residents, liaising closely with contractor staff to assist in the smooth running of the programmes and the ongoing building management

Skills & Experience Required:
* Previous experience of working as a Resident Liaison Officer or Coordinator
* Excellent written and interpersonal skills
* Proven experience of delivering excellent customer care
* Experience of handling challenging and complex situations
* An effective communicator at all levels, you will be able to work proactively and independently to deliver on tight timescales

MMP Consultancy are working with a national Contractor to recruit a Resident Liaison Officer.

This will be covering postcodes across North and East London.

Please note, this position requires you to have access to your own vehicle and a Full UK's Drivers Licence.

We are looking for an enthusiastic professional to play a pivotal role in supporting the delivery of works programmes. Working closely with Contract Managers you will assist in resident consultation and involvement.

Responsibilities:
* Assisting in the management of resident consultation and involvement in planned works programmes, minimising disruption to residents whilst helping to ensure that the programme does not fall behind schedule and costs remain within budget
* Developing and delivering effective communication with residents, liaising closely with contractor staff to assist in the smooth running of the programmes and the ongoing building management
* Contribution to community engagement plans and initiatives to counter joblessness and financial exclusion

Ideal Candidate:
* Present previous experience of working within Social Housing or Local Government in a Resident Liaison/Community Engagement capacity
* Experience of supporting planned works programmes
* Experience of handling challenging and complex situations
* An effective communicator at all levels, you will be able to work pro actively and independently to deliver on tight time scales

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