Job Description. To lead and effectively manage the Empty Homes team which is responsible for:

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1 Job Description Post Title Post Number Service Area / Department SDU Accountable to (Line Manager) Responsible for (Direct Reports Post Title) Empty Homes Manager RT01008 Leasehold and Lettings Housing Management Service Manager Leasehold and Lettings Empty Homes Team 1. Job purpose To lead and effectively manage the Empty Homes team which is responsible for: Implementation and monitoring of the Allocations Policy. Management of the end to end void process and returning properties ready for letting as efficiently as possible in order to minimise rental loss to the organisation and provide homes for applicants as quickly as possible. Meeting challenging KPI targets and achieve back to back lettings where possible. The management of the housing register including overseeing reviews of the register. Leading and developing Choice Based Lettings within Stevenage and with partners. Processing appeals, complaints and recommending changes to policies. Developing and promoting a housing options approach which encourages potential applicants to explore the most appropriate housing solution in conjunction with colleagues in Housing Advice. Implementation of the annual lettings plan. Managing the downsizing scheme. Management of mutual exchange requests. Work effectively with colleagues to manage the number of units that are required for Emergency and Temporary accommodation. The post holder will be responsible for embedding the recommendations from a Empty Homes review which will require: Strong performance management of staff. Setting a good example in terms of conduct, behaviours, team work and attitude. Motivating and working as one team in line with the Corporate values/behaviours. This will require changing existing policies and processes and challenging current decision making and processes across all levels.

2 2. Organisational position Service Manager Leasehold and Lettings Empty Homes Manager (this post) Empty Homes Project Officer x 3 Empty Homes Co-ordinator Senior Lettings Advisor Empty Homes Support Officer Lettings Adviser x Key tasks, duties and accountabilities of the post 1. Lead on and implement new ways of working incorporating smarter timescales and working practices to improve performance across lets of all properties. 2. Responsible for managing and monitoring overall performance in relation to Voids and ensuring we provide a value for money service. 3. To lead, motivate and support staff to adapt to the changes required to realise continued performance improvement, driving cultural change within the team. 4. Embed value for money, equality and diversity, competitiveness and continued development throughout the team. 5. To ensure that the organisation strives to be a top quartile performer in voids and is committed to a continuous improvement ethos. 6. To ensure that customers needs are satisfied by the effective and efficient organisation of the void properties and the embedding of a customer focus approach to service delivery. 7. To assist with the discharge of various regulations issued by the HSE, other regulatory bodies and the council s health and safety policies for all relevant areas within the remit of the team. 8. To be responsible for integrating best practices into areas of responsibility by encouraging a positive teamwork approach. 9. To embed the Council s Values and Behaviours within the team to deliver a professional customer focused service to Housing Register applicants and tenants. 10. To work with the Leasehold and Lettings Service Manager to develop and implement service plans to deliver organisational objectives and achieve targets, and deputise for the Service Manager as necessary. 11. To lead and manage the Empty Homes team to deliver the objectives set out in the service plan, including efficient and effective use of resources, managing health and safety, priority setting and compliance with Council policy and Standing Orders.

3 12. To develop and produce, together with the Service Manager and in consultation with relevant stakeholders and partners, Council Policies and strategies and service plans relating to the Empty Homes team, and to assist in the development of other housing policy as required. 13. To ensure the efficient and effective discharge of Council Policy and statutory duties in respect of managing Empty Homes in conjunction with colleagues in Homelessness & Housing Advice and Supported Housing. To manage all projects relevant to the post holders remit to ensure the organisation can respond appropriately. 14. To effectively manage and apply the principles of performance management with the team and be responsible for human resource management issues including recruitment, disciplinary action, sickness monitoring, attendance and appraisal including staffing structures and briefing staff on appropriate changes in accordance with the Councils agreed policies and procedures. Deliver team meetings and briefings and attend relevant training courses when required. 15. Responsible for the day to day management and monitoring of relevant budgets, including the void budget, and detailed analysis of budget spend, particularly in relation to spend on void properties for repairs, decent homes works etc, including assisting and maximising recovery of recharges on empty homes. 16. Responsible for the forecasting, monitoring and analysis of spend against those budgets throughout the financial year, and raising any challenges/queries in a proactive and timely manner with the appropriate teams/managers/contractors as necessary. 17. Prepare regular statistical and written summary reports and PI s for senior managers and Board, and be prepared to explain and present information when required. Responsible for managing and collating the data required for all relevant performance monitoring within the team, ensuring targets and objectives are being met. 18. To prepare accounts for certification and payment and to ensure all staff are aware of and comply with Financial Regulations and Standing Orders for all works undertaken, ensuring financial security requirements are adhered to. 19. To contribute to the annual budget setting process identifying growths and savings in the service areas. 20. Draft recommendations for changes/amendments to the Allocations Policy for agreement by the Strategic Director and/or Executive Portfolio Holder for Housing. 21. To liaise with, advise and maintain effective working relationships with customers, Councillors and other officers of the Council, (in particular the Homelessness and Housing Advice service and the Supported Housing service), other local authorities, government departments and statutory bodies at a senior management level on all aspects of the Council s requirements and duties relevant to managing Empty Homes. 22. To manage contracts such as Locata, the Removals Contract and service level agreements and protocols as appropriate. 23. To gather evidence from customer satisfaction surveys etc to evaluate the effectiveness of the improvement initiatives and to conduct benchmarking activities with other Organisations. Work with the Customer Scrutiny Panel as required to improve services within the remit of the Empty Homes team. 24. Ensure projects and works within the service are managed effectively to ensure the identified corporate objectives are achieved, on programme and within budget. 25. To undertake specific tasks or projects using his/her own initiative and liaising with other persons as necessary. 26. To delegate as appropriate written correspondence in relation to the area of responsibility in a clear sympathetic and timely manner.

4 27. To assume direct responsibility in respect of any more complex and/or sensitive issues which may arise within the remit of the Empty Homes teams, particularly in relation to fraudulent housing register applications. 28. To investigate, research and keep abreast of new legislation, regulations and operational techniques relating to the specialist area and to embed these within operational practise wherever relevant. To respond to government consultation on behalf of SBC. 29. To participate as required within the appropriate professional organisations continuing professional development. 30. To lead on and deliver services to achieve external accreditation as appropriate. 31. Implement any changes on behalf of the team to scripts and process maps for CSC colleagues. Deliver any relevant information and training as required. 32. To ensure confidentiality of all information detailed in the emergency plan procedure or any other role as may be deemed necessary dependant on the particular circumstances of the emergency. 33. To work with colleagues to set, monitor & achieve annual performance indicators and service standards. 34. To be accountable for ensuring all matters relating to Choice Based Lettings are administered correctly and that all properties are advertised and let back to back where possible and in accordance with policies, procedures and key performance targets. 4. The role s key contacts and level of relationships with individuals, groups of people, agencies and external organisations Executive Portfolio Holder s Local Councillors Housing Management Board members MP s Ombudsman Resident groups Tenants and Leaseholders, and their representatives Solicitors Police Variety of agencies and professional bodies including, local charities, Institute of Housing, CAB, North Herts College JCP+, DWP, contractors 5. Governance and corporate responsibilities 1. Undertake any additional responsibilities as directed by the line manager commensurate with the level and grading for the role. 2. Adhere to the Council s policies, rules and procedures including, Health and Safety, Equal Opportunities, all other legislative responsibilities, governance, financial and procedural rules. 3. Ensure compliance to the organisation s Code of Conduct in the delivery and provision of services to staff and the community.

5 Person Specification Post Title Empty Homes Manager Post Number RT01008 Service Area / Department Leasehold & Lettings Directorate Housing Knowledge, Skills and Abilities This covers all technical, specialist, procedural and organisation knowledge and skills required for the post, including numeracy and literacy, language, computer skills including software packages. Use and safekeeping of tools and equipment. Please include within this section any mandatory or desirable educational qualifications. Please note if equivalent knowledge can be obtained through work experience or other qualifications this should be noted. Required Competencies Essential Desirable Evidence of the ability to lead and manage a diverse workforce delivering effective services in a customer focussed environment. Evidence of an extensive knowledge of all aspects of management of voids, lettings, allocations, downsizing schemes and mutual exchanges, including a choice based lettings service, and the ability to give professional advice on a range of related issues. Evidence of excellent communication and interpersonal skills suitable for a variety of audiences. Evidence of the ability to influence and win the support of others. Extensive knowledge of current and proposed legislation, regulations and best practise relating to Lettings, Voids, Allocations and wider management responsibilities. Knowledge of Housing Legislation and best practise within housing, including a good working knowledge of welfare reform and changes brought about by the welfare reform. Evidence of the ability to manage and prioritise own workload and that of others. Evidence of the ability to work to strict deadlines. Evidence of the ability to provide enthusiastic How to be Assessed Application Test Interview

6 leadership supporting and motivating others. Experience This covers aspects of specific levels of Evidence of the ability to proactively manage key human resource issues. Evidence of engaging customers in meaningful consultation and communication, involving them in determining outcomes at an appropriate level. Evidence of the ability to respond positively to change. Evidence of the ability to work as part of a wider corporate team. Evidence of the ability to manage Health and Safety proactively showing commitment to continuous improvement. Evidence of the ability to lead on a change management programme. Evidence of the ability to manage contracts and service level agreements and protocols as appropriate. Evidence of the ability to develop partnerships to the mutual benefit of all partners. Evidence of the ability to set service related objectives and the performance management of staff. Evidence of the ability to prepare and present reports at Committee and other corporate meetings. Evidence of ability to use IT systems to monitor and improve services, including for the production of financial and performance indicator statistics. Evidence of a solutions focussed approach to dealing with complex case management. Degree in a relevant subject or equivalent professional experience.

7 experience required for the post including supervisory, management, demonstrable professional experience on a field required in the post Any Other Attributes Required for the Role not Mentioned Above This covers those additional job requirements such as rota working, able to attend meetings in the evenings and at weekends, access to own transport Experience in managing and implementing change in a challenging environment. DMS/CMS or equivalent management qualification. Significant experience in managing staff to ensure work priorities and targets are met and encouraging staff to achieve their full potential. A proven track record of achieving and exceeding targets and objectives, specifically within void targets. Experience of working with Locata and Northgate Housing system. Experience of reviewing and implementing policies and procedures, and developing systems to support implementation process. Flexible attitude to working hours as evening and weekend work may be required Personal drive and commitment. Strong sense of customer focus. Political awareness and sensitivity with an open, honest and objective management style. Good understanding of Equality and Diversity issues. Ability to travel to sites, properties and venues as required.

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