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list Complaints & Insight Coordinator

£30000 - £35000 per annum

MMP Consultancy is looking to recruit a Complaints and Insight Coordinator to join a Housing Provider in North West London.

Key Responsibilities:
* Ensure the accurate recording of customer complaints into the organisation and in line with our policy and procedures.
* Supporting internal stakeholders to investigate and respond to complaints in accordance with the Principles of Dispute Resolution & Complaints Handling Code.
* Carry out peer reviews and scrutiny of complaints case handling to ensure it meets with our regulatory and statutory requirements.
* Coordination and facilitation of Housing Ombudsman referral packs in line with Complaint Handling Code requirements.
* Challenge and escalate concerns identified in relation to poor complaint case handling.
* Maintain and improve appropriate administrative systems to support the business activity.
* Ensure data collected is succinct, accurate and robust to inform on issues identified. Generate reports on the findings.
* Utilise customer satisfaction results and use the voice of the customer to improve service.
* Satisfy customers by delivering a high-level customer focussed service.
* Provide advice and assistance on complaints to customers when required, and where possible, to resolve these without the need for a formal complaint and to ensure customer confidence.

Skills Required:
* Experience of working within a complaint's environment
* A wealth of experience about how to delight customers and manage expectations.
* A 'can-do' attitude
* A desire to engage with customers, teams and stakeholders to champion the service and be a valued member of the team.


Up to £42310.00 per annum

MMP is working with one of their Housing Association Clients in Norfolk who are seeking for a new Surveyor to join the business with immediate effect.

Agile Hybrid Home working (Office base Norwich)
Full time, 37 hours a week, Monday - Friday
Salary: £42,310 Inc Car Allowance
Fixed Term contract (ends March 2024)
About the role
We have an exciting opportunity for someone with a high level of experience in the building construction industry to join our Asset Team as a Property Surveyor. We are looking for someone who can work collaboratively across different teams and is able to embrace change and work in an innovative way.
Some of the main duties of the role will be:
* Delivering a range of project and contract management duties from minor alterations to full scale refurbishment works.
* Assessing the energy efficiency of our homes and facilitating the delivery of the energy improvement programme.
* Developing and improving service delivery to provide our tenants with the best possible service which can be evidenced from tenant satisfaction surveys.
* Completing stock condition surveys.
* Conducting defect surveys, diagnosis and producing specification of works.
* Ensuring that surveys take into consideration Housing Heath, Safety Rating System, the Equality Act requirements and the Homes (Fitness for Human Habitation) Act 2018.
About You
The ideal candidate will have:
* HMC minimum or similar relevant qualifications to the building sector
* Experience of working in a similar role, with relevant on the job training
* Property Surveyor experience
* Experience of contract management and specification writing
* Experience of project managing planned major works and maintenance contracts and have a good understanding of property defects, specifying and the management of remedial works
A driving licence and access to own vehicle is essential as travel throughout Norfolk will be required.
Our client offers staff many great benefits such as:
* Enhanced annual leave starting from 22 days, plus a day off for your Birthday, a Volunteering Day and a Personal day!
* Generous contributory pension scheme!
* Access to an Employee Assistance Programme to support you when you need it!
* Health Cash Plan - claiming for things such as Eye Test and Prescriptions as well as many other wellness and money saving perks!
* Allowance to support with Utility Bills for Hybrid Home Workers

ASB Officer

Up to £33000.00 per annum

MMP Consultancy currently have an opportunity for a ASB Officer to join a housing association based in Somerset.

To deliver an excellent, comprehensive, proactive and victim focussed ASB service. This includes but is not exclusive to dealing with issues of domestic abuse, hate crime and harassment, and ensuring a high level of presence and interventions in the communities.

This will be a fixed term contract position paying £33,000 per annum.

Role Purpose:

* Implement and comply with all policies, procedures, regulations and legislation for tackling anti-social behaviour.
* Remain professional, impartial and continually risk assess through management of all ASB case work.
* Accurately assess risk towards yourself, customers, Aster employees and the Aster Group, taking steps to mitigate any risk.
* Use all available methods within ASB case management to interview victims, witnesses and alleged perpetrators, ensuring the case is managed sensitively and confidentially.
* Identify, report and process concerns of adult and child safeguarding in line with Aster procedures.
* Be responsible for and maintain the professional relationship of the Aster Group with national and local key agencies such as the local authority, Police and health services.
* Meet with partner agencies to ensure ASB case management remains responsive to the situation and operating environment, whilst being confident to advise and influence case management decisions.
* Provide support to victims, witnesses and alleged perpetrators through effective case management methods, whilst acting on the basis of risk and proportionality when making interventions.
* Provide support and advice to internal teams and colleagues as required to manage complex customers and tenancy management.
* Be adept at managing ASB in litigation; including court preparation, taking witness statements, support customers and other Aster employees through the process, litigant in person, Court etiquette, instructing Solicitors and post management of Court orders.

Skills & Abilities:

* Educated to "A" level standard or equivalent, evidence of continuing professional development is desired.
* Previous experience and/or knowledge of tackling anti-social behaviour within the community and knowledge of the social housing sector
* Experience of building strong working relationships with customers, colleagues and external partners achieving measurable outcomes
* Committed to delivering excellent customer focussed services.
* Excellent communication skills both written and verbal able to present information to a high degree of accuracy which is clear, concise and suitable for the purpose.
* Experience of responding positively to change and challenges.
* Positive attitude, agile thinker and adaptable
* Goal and achievement orientated and committed to continuous improvement
* Self-motivated and committed to working independently and collaboratively.
* Experience of leading and developing a highly motivated

Title: ASB Officer
Salary: £33,000 per annum
Location: Somerset

Leasehold Income Officer

£32568 - £35983 per annum

MMP Consultancy are working with a fantastic organisation based in Essex who are looking to recruit a Leasehold Income Officer on a fixed term basis.

Main Responsibilities:
* Manage a portfolio of service charge accounts, working to targets set by the Collections Manager
* Monitor individual accounts, determining and taking appropriate action to ensure that account holders pay service charges in accordance with the obligations under the lease
* Authorise and check payment plans
* Maintain contact with account holders through letter, email, telephone, or face to face as appropriate
* Advise the account holder on the legal and statutory basis of service charges as appropriate
* Instruct court/ recovery action as necessary

Key Knowledge & Experience:
* Good knowledge of leasehold issues, including but not limited to service charges, repairs and maintenance responsibilities, current law and legislation
* Broad knowledge and awareness of current issues and developments affecting the management of housing
* Experience in leasehold management and practice, or of arrears management
* Experience in working as part of a customer facing team, answering queries through a variety of channels within a customer focused organisation
* Experience of liaising with resident, homeowner, or comparable stakeholder groups
* Experience of working with property management and accounting IT systems


Up to £21 per hour

I am currently recruiting for a Carpenter to join a local authority on a 6 month contract basis. An Enhanced DBS Check will need to be carried out for the successful Carpenter. My client is looking for an experienced Carpenter with experience in social housing.

This is a great chance for a Carpenter to join a growing repairs and maintenance team with long term opportunities.

* Colchester
* Ipswich
* Hadleigh
* Stowmarket
* Bury St Edmunds

The successful Carpenter must be willing to travel however the aim will be to keep you as local to your home as possible.

You will be required to:
* Complete carpentry repairs and maintenance within occupied and void properties as well as associated works
* Be customer focused
* Have social housing experience

Pay Rate:
* £21.00p/h (umbrella rate)

* 37 hours per week (Mon to Fri)

You will be supplied with:
* A van
* Fuel card
* PDA System

Voids Co-Ordinator

Up to £27000.00 per annum

MMP Consultancy currently have an opportunity for a Voids Coordinator to join a housing association based in Bracknell.

To support the Void Repairs team with the co-ordination and administrative duties required to allow the team to bring empty properties back into use for Customers.

This will be a fixed term for 12-18 months position paying £27,000.

Role Purpose:

* Manage the contract with our utility energy specialist to ensure timely support with changes to utilities during the void period, providing updates as required. Support the roll out project to install smart meters across the stock.
* Co-ordinate the management of utility services within the void properties, arranging the clearance of debt, redeeming debt clearance codes, chasing suppliers for updates & appointments, and informing the void team of progress.
* Raise works orders to contractors and suppliers as instructed.
* Oversee the programme of flushing of empty properties in line with the water hygiene management plan.
* Responsible for the key management of void properties, ensuring a key management process is followed and keys are issued and monitored accordingly.
* Ordering key safes and arranging installations and collections as necessary.
* Ensure property records are updated with new information resulting from void maintenance, and servicing works.
* Ensure that information obtained from property inspections regarding damp and mould is passed to the Damp & Mould Co-ordinator to ensure accurate record keeping and appropriate action.
* Liaise with the works planner to schedule in house works as required.
* Accountable for reporting performance and progress, this role will ensure all reporting is efficiently processed to inform the senior management team of void repairs performance.
* Provide KPI data detailing the monthly, quarterly, and annual performance of the service area.
* Ensure contractors receive up to date asbestos survey information & any other H&S related information prior to commencing work. Request a new survey where none exists.
* Provide contract performance data in accordance with the contractual arrangements set out in the KPI's, arrange, attend, contribute, and minute contractor and internal stakeholder meetings as required.
* Chasing contractors for completion of snagging works.
* In conjunction with the scheduler, ensure the finance system is updated for all goods received, van stock, contractor PO's and when all works have been completed.
* Co-ordinate the handover "void pack" documentation following the void repairs completion, ensuring all compliance activities are completed, certificates provided and general guidance and information about the property are available.

Title: Voids Coordinator
Salary: £27,000 per annum
Location: Bracknell