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1 Notting Hill Housing T Butterwick F Rear of the Metro Building Hammersmith W6 8DL Hello Thanks for asking about the Housing Officer role Notting Hill Housing. We re a dynamic and professional group of people who want to improve people s lives, finding ways to help neighbourhoods take shape and grow and to give our customers the chance to help themselves. We re refocusing on our customers and are rethinking our whole business in order to do this. We re determined to make our customers happy and satisfied. To do this for our permanent rented residents, we plan to offer a personalised service from a new generation of Housing Officer who has the power to deal with all aspects of a tenancy. It s an innovative approach and a bold step for us and we ll need the support of a great team. We re really looking forward to welcoming new people into our organisation. This is a crucial time for the team as we change the way we work and bring our customers to the heart of what we do. It s also a great opportunity for the right person to come work with us, to play a key role in turning our vision into reality and make a real difference to the lives of our customers. To find out more about the Notting Hill Housing team, go to /bigpicture If you want an exciting challenge within an ambitious organisation then please visit and apply online. If you would like to talk about the Housing Officer role, please with your questions or queries, your contact details and one of the team will be in touch. Best wishes, Andy Belton Chief Operating Officer

2 Please use this pack to find out more about us and the job you re interested in. Then fill in the application form, using the profile, so we can see if you re what we re looking for. The pack contains: Why work for us What we do Customer s journey Our structure Job advert Role profile Terms and conditions If any of the above are missing please let us know, Good Luck

3 Why work for us We celebrate what people do We ve got brilliant staff schemes Notting Hill is about improving the quality of people s lives. That includes all of the people we work to house, support and encourage, as well as the people who do this work our team. People choose to work at Notting Hill because they want to make a difference and can see that we will back them to do it. We support people to develop their talents by suggesting ideas and seeing them through. We invest in our people, helping them to grasp life enriching opportunities. The challenges we face are serious but our solutions and working culture do not have to be. Working at Notting Hill will stretch you but it is also rewarding and fun. Notting Hill is full of remarkable people from many different backgrounds. What we share is a passion to change society and improve people s lives. More reasons to be cheerful Excellent annual leave allowance and flexible working opportunities Generous pension contributions plus free life assurance Healthcare cash plan scheme Interest free season ticket loan Cycle to work and childcare voucher schemes Social events group Yoga and pilates classes on-site I love the passion and energy From day one you re part of the team It s an inspiring place to work There s a spirit of can-do in everyone here

4 What we do Notting Hill Housing is remarkable. We re a social business with commercial sense. We house people in need, help tenants become homeowners and use our profits to create communities that blossom and grow. A survey last year showed that, financially, we were the strongest Housing Association in London. Our annual turnover is 140 million and the Notting Hill Housing Group has an asset base of 1,077 million. This financial strength means we can make a difference in society. We design and build homes that people want and offer them at a price they can afford. We also create and develop services that give people the opportunity to improve their lives. Currently we manage about 20,000 homes, housing around 50,000 people in London and nearby. We work with 81 local authorities but most of the homes we look after are in North and West London. While our focus is on London our influence stretches much further. Our ideas have influenced housing and social policy and added momentum to national debates. Our vision is to help people achieve more for themselves by offering homes they can love, services that empower them and home ownership they can afford. We want our customers to love where they live.

5 A customer s journey We want everyone that finds a home with Notting Hill to use it as a springboard to something amazing. It doesn t matter what their circumstances are. We believe everyone can get more from life with the right help. As well as providing all kinds of housing, our friendly services and programmes help people on their way to economic independence, greater choice and a better quality of life. Homeless We find homeless people a temporary home until a permanent one becomes free Volunteering Employment and training advice and guidance A permanent rented home A new job Savings scheme Home ownership advice and options We help people to own their homes, which in turn makes more temporary and rental homes available for homeless people Affordable home ownership

6 Chief Operating Officer

7 Housing Officer 22,762 to 30,465 Passionate about customer service? We are looking for an exceptional person to be the key point of contact for our customers. You ll take personal responsibility for the customers on your patch and with authority and support supplied by us you ll provide the best housing service in the business. We have roles available in Hammersmith, Vauxhall and Enfield. Although this may be your base you will be required to travel to visit tenants in your patch. If you are shortlisted for this role you will be invited to an centre and these are taking place on 15 & 19 July Please keep these dates available in your diary. To apply please visit Closing date 12 midnight, Friday 2 July 2010 Love where you live

8 Notting Hill Housing Post Housing Officer Altogether Better (A2B ) Responsible to Housing Manager Altogether Better Date May 2010 Notting Hill Housing s aim is to provide and manage high quality and affordable housing for those that need it. To achieve this we will meet with residents and creatively address their housing needs, ensure our homes are of the right quality and build more new affordable homes. Altogether Better (A2B) aims to provide a personalised service to each resident, with reliable and consistent support from teams across the business. Job purpose As a housing officer you will have the required authority, budget, skills and support to creatively address the housing needs of your residents. You will be the main point of contact for residents and will be personally accountable for delivering services to residents in a small area patch. You will be responsible for collecting rent, ordering and managing repairs, managing empty homes and lettings and dealing with any tenancy or neighbourhood issues that arise. Your services will be delivered locally in residents homes where possible. You will visit residents annually to agree their priorities for the year. You will take ownership for getting the job done and keep residents updated on the progress. Where issues arise that you cannot deal with directly, you will work on behalf of residents, engaging services inside and outside of NHH to ensure their needs are met. However, you will retain responsibility when other people are involved, making sure that they do what they agree to do. Key tasks Customer Service / Resident contact Provide an excellent personal landlord service to residents in a small patch of homes. This includes regular communication and meetings with each resident at home (at least annually), and being responsible for ensuring that any issues 1 they have raised are resolved appropriately.

9 Notting Hill Housing Key tasks Welcome new residents to the A2B service, including a personal meeting in 2 their homes, ensuring any issues are sorted out and their level of customer satisfaction is increased and maintained. Ensure that any anti-social behaviour issues are dealt with appropriately and 3 quickly, liaising with the caseworker, patrol team and external agencies where necessary; Use resident feedback to identify common issues and develop plans to meet 4 their individual and neighbourhood needs, thus improving their satisfaction levels; Encourage and support residents to improve their involvement in their homes 5 and local communities; 6 Adapt to resident needs across all tenure types; Property Management Ensure properties are maintained in a good condition by diagnosing, ordering and managing necessary repairs. Seek appropriate support from surveyors, 7 specialist contractors and the asset management team, where necessary; and take overall responsibility for ensuring repairs are delivered quickly, effectively, economically and to the residents satisfaction. Ensure communal areas and neighbourhoods are clean, safe and well maintained by working with the estate contact manager, contractors, caretakers 8 or cleaners as required. You may be asked to manage cleaners or caretakers as part of your role. Manage the work of the handyman and contractors that you engage and seek 9 feedback on their work upon completion, feeding back to the contract management team; Let homes and manage re-lets, ensuring void work is completed quickly and 10 effectively. Empty homes should be let as soon as possible and to a standard that suits residents needs Look at Locator to identify transfer opportunities for your residents, manage 11 mutual exchange requests and discuss and assist with transfer applications. To work to ensure the gas compliance performance for the patch is always 12 maximised and to ensure access is obtained within the required timescales To be involved in resident consultation on cyclical maintenance and decent 13 homes work, and to take the lead in dealing with any issues or complaints relating to such works, in consultation with Asset Management. Budget management 14 Effectively manage the income and expenditure for all properties on your patch; Manage and monitor a repairs budget ensuring you work within financial 15 regulations and get best value from our contractors. Collect rent and manage rent accounts, taking appropriate action to recover debt, 16 referring cases for legal action where appropriate Establish a good rental payment culture in your residents providing them with advice 17 on the best, most cost effective method of payment. 18 Calculate housing benefit entitlement for new residents and ensure residents have

10 Notting Hill Housing Key tasks access to good benefit and debt advice 19 Work with finance to create and monitor service charge budgets. General Understand the importance of taking care of your own health and safety and 20 that of others; therefore follow the guidance outlined in the NHH Safety Management System. 21 At all times follow the financial regulations, policies and procedures at NHH. This list of duties and responsibilities is not exhaustive, the postholder may be required to undertake other ad hoc duties.

11 Notting Hill Housing How do you meet our requirements? Listed below are the competencies which have been identified as important to the success of the role. Each competency is made up of a title, a definition and a list of positive and negative examples. The examples should not be thought of as an exhaustive list of behaviours, the positive examples are an indication of some of the things that make people effective in these roles, but are not the only positive behaviours which will lead to success. The negative examples are an indication of things to avoid, but again are only a guide. How do you meet our requirements? Listed below are the competencies, skills, abilities or experience which have been identified as important to the success of the role. Use the space under How do you meet our requirements? on your application form to explain how you meet these requirements. Only write about the categories that are being assessed by the application form. 1 You must be able to show the following skills and abilities Problem Solving Probes and gathers enough relevant information to understand specific issues and events. Uses information to identify problems, draws logical conclusions and suggests clear and practical solutions based upon their analysis. Readiness to make decisions and take action. 2 Building & Maintaining Relationships Actively helps and supports others to achieve individual goals. Ability to express ideas or facts clearly and convince others to their own point of view. Able to pick out important information in oral communication, questioning and reactions indicate active listening. Makes a good first impression on other people and maintains that impression over time. 3 Resilience Shows confidence to perform own role without unnecessary support in normal circumstances. Stability of performance under pressure and/ or opposition. Makes controlled and effective responses in stressful and difficult situations. How this is assessed Application form, and development centre, interview and through probation Assessment and development centre, interview and through probation Assessment and development centre, interview and through probation

12 Notting Hill Housing You must be able to show the following skills and abilities 4 Personal Responsibility Takes personal responsibility and accountability for own actions, for sorting out issues or problems that arise and for delivering on commitments. Is focused on achieving results to required standards and developing skills and knowledge. Perseveres with an issue or problem until the matter is settled. Establishes efficiently an appropriate course of action for self and/ or others to accomplish a goal. 5 Customer Focus Exceeds customer expectations by displaying a total commitment to identifying and providing solutions of the highest possible standards aimed at addressing customer needs. Maintains contact with customers, works out what they need provides accurate and timely responses balanced against the organisation s needs. Ensures customers understand what services NHH provides. 6 Respect for Diversity Builds rapport with others, displaying trust and integrity. Understands other people s views, appreciates their motives and concerns and takes them into account as appropriate. Is tactful and diplomatic when dealing with people, treating them with dignity and respect at all times. Understands and is sensitive to all individual differences. How this is assessed Application form, and development centre, interview and through probation Application form, and development centre, interview and through probation Application form, and development centre, interview and through probation You must also be able to or have the following 1 2 Willingness to work evenings and weekends to meet resident needs Excellent PC skills including Microsoft Word and Excel, and calendar systems How this is assessed Interview Assessment through probation period There are three entry levels to this role in terms of experience and salary.

13 Salary 22,762 to 30,465 per annum depending on experience and skills. We pay people on the 28th day of the month. Pay may be reviewed each year in April. Hours 35 hours per week, Monday to Friday, 9.00am to 5.00pm with a one hour unpaid lunch break. Leave Annual leave is 25 days with pay (rising to 27 days). Additional holiday may also be granted over the Christmas period when we re closed. Maternity We offer additional maternity pay, when someone has worked with us for over 2 years. Maternity pay (including Statutory Maternity Pay) is 14 weeks full pay, 15 weeks half pay and 10 weeks at the SMP rate. Paternity We offer ten days paternity leave on full pay after qualifying period. Pension We offer a Group Stakeholder Pension Scheme with Aviva to everyone who works with us. We make a percentage contribution that is 1.5 times the employee s contribution. This only applies where there is a minimum employee contribution of 3% (employer 4.5%) and maximum employer contribution of 13.5%. Performance We monitor how people perform annually between 1 April and 31 March. We set people objectives for the year and assess their achievements against these objectives and the competencies for the role. Probation There is a six month probation period for new starters. References We only appoint someone if we are happy with their references, covering things such as character, employment, health and eligibility to work in the UK. Smoking policy People are not allowed to smoke in any of our offices and smoking breaks can only be taken in someone s own time. We support anyone who wants to stop smoking, through our annual quit programme. Location If you start in a post that then moves to a new location, NHH will reimburse any increase in travel costs for 3 months. This is an outline of our current terms and conditions subject to change

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