Job Description Job Title: Term: Hours: Salary: Pension: Location: Responsible to: Responsible for: Housing Officer Permanent 35 hours per week 29,900-31,000 dependent on skills and experience plus essential car user allowance of 1239 per annum Company Pension Scheme - SHPS Ealing Office Head of Housing None JOB PURPOSE: Responsibility for the delivery of an efficient, responsive and comprehensive housing management service in a dispersed patch of mixed tenure properties; including affordable rents, licences, leasehold and Assured Shorthold Tenancies, in line with organisational key business plans and performance objectives. Responsibility for working pro- actively with residents and for identifying and addressing local issues, normally being the first point of contact on most matters relating to housing management on the patch. PRINCIPLE DUTIES AND RESPONSIBILITIES Provide a highly visible and proactive housing management service for a dispersed patch of sheltered schemes and other properties, the majority for local people in need and over 55 years of age. Involve and consult widely with residents on all issues affecting services or their homes and schemes, ensuring they have direct influence over the type, quality and cost of services provided. This will include actively promoting and supporting resident engagement opportunities, regular scheme visits, estate inspections, meetings and surveys.
Ensure that housing management services provided for other organisations/ landlords are delivered in full accordance with relevant management agreements. This will involve regular liaison with the appointed representatives or trustees of those organisations to discuss service provision and local priorities and sharing performance information on an agreed basis. Regularly review all rent accounts and take effective and timely preventative or recovery action in all cases to minimise arrears and review and take appropriate action on credit balances in line with Charity s policy. Provide advice, support and assistance for residents in order to sustain their licence/tenancy, including referrals to appropriate agencies, regarding care, welfare benefit entitlement, welfare reform changes and debt counselling. Prepare possession applications for court hearings and attend court in support of any legal action being taken. Re- let empty properties in line with Charity s policy, minimising void, rent loss and by matching suitable applicants to vacancies. This will include seeking nominations, advertising and promoting vacancies, undertaking home visits and sign- ups. Formally review all Assured Shorthold Tenancies at periodic intervals to insure that the Charity receives the correct income. Ensure internal and external communal areas at schemes are maintained to a satisfactory standard and meet resident expectations. This will include undertaking monthly estate inspections, supervising the work of gardening and cleaning contractors and taking effective action when issues arise. Respond effectively to all resident and other enquiries and issues within appropriate timescales, and maintaining and updating appropriate records. Assist in the setting of annual service charges, ensuring that services meet residents requirements and adhere to the Charity s commitment to offer value for money. This process will include consultation with residents on a scheme by scheme basis to discuss and explain variations in the service charge budget and the priorities for the year ahead. Prepare housing management performance reports as required. Achieve key performance targets for rent arrears, voids and lettings. Support the Head of Housing with the development and implementation of effective housing policies and procedures. Build and maintain effective local partnerships to build a strong sense of community. Actively participate in a multi- agency approach to complex problem solving with regards to issues involving individual residents or the wider community.
Establish and maintain effective communication with a wide range of external agencies, to ensure the best possible service is delivered to the Charity s residents. Liaise with other teams and external agencies as appropriate to ensure the efficient running of the organisation. Attend meetings, conferences, seminars and training courses as required. Assist with minutes at team meetings as required. Manage own time effectively and work largely unsupervised. Participate in regular supervision and appraisal meetings. Work flexibly with colleagues and ensure adequate departmental and office cover at all times. Undertake all other duties commensurate with the role. CORPORATE DUTIES AND RESPONSIBILITIES To contribute ideas and suggestions that may enable Pathways to provide a better service. Compliance with the Data Protection Act must be adhered to at all times. To follow the Charity s Health & Safety policies and procedures to ensure, as far as practicable, your own safety and that of others in the workplace. Responsible for bringing to the attention of the Chief Executive any matters relating to Pathways that might otherwise be overlooked. At all times, present a positive and professional image of Pathways both internally and externally. Uphold Pathways values, policies and practices in respect of diversity and equality and to act as a champion for these in all dealings with colleagues, residents and stakeholders. THIS IS AN ESSENTIAL CAR USER ROLE THE SUCCESSFUL CANDIDATE MUST DRIVE AND HAVE DAILY USE OF A VEHICLE
NOTE No job profile can cover every issue which may arise within the post at various times and the jobholder is expected to carry out other duties as required from time to time. This list is not exhaustive and is designed to give an overall view of the job
Person Specification Housing Officer Criteria Key Requirements Assessment Method Experience, knowledge and understanding Knowledge/experience of working in the social housing sector Knowledge of the working practices of housing associations and other RSL s Knowledge/experience of the SDM Housing System (desirable), Microsoft Office and Outlook (essential) Knowledge and experience of housing management, including arrears, lettings property maintenance Understanding of the law in terms of evictions in differing tenures Knowledge and experience of managing a mixed tenure housing patch Knowledge and experience of managing leasehold properties Experience of promoting and supporting resident engagement Experience of improving services in line with resident needs An instinctive and practical understanding of what constitutes excellent customer care, how it can be measured and improved and a commitment to delivering it Experience of working in a deadline- driven environment /interview / /
Education & Qualifications 5 GCSE passes at grade C or above including English and Maths, or equivalent High levels of numeracy and literacy Leadership & Management Manages self and resources to meet objectives and required timescales Plans, organises and prioritises workload to meet goals and achieve results when faced with competing priorities Meets objectives with appropriate support, guidance and supervision Working Together Keeps colleagues and resident up to date and informed Readily contributes to team initiatives Takes steps to build rapport with colleagues Able to offer and receive meaningful feedback / Communication Excellent communication skills with ability to communicate with people at varying levels Able to clearly articulate the what, when, why and how for any situation High degree of empathy and ability to communicate with residents with complex needs Able to adapt the tone of communications appropriately Develops and sustains effective relationships, shares and implements good practice with internal and external stakeholders Customer Focus Understands how own role and actions impact on customers and keeps customers up
to date and informed Able to demonstrate awareness of internal and external customers needs and expectations Pro- actively takes action to meet customers needs Experience of measuring customer satisfaction and continuously improving satisfaction Collaborates within the organisation to actively improve service delivery Identifies short and long term resident requirements and provides solutions to meet or exceed these /interview /interview Business Awareness Shows an awareness of value for money and considers this in all activities Ensures that corporate KPI s are met that support the strategic objectives of the Charity / Equality & Diversity Ensures the Charity s equality and diversity policy is adhered to in respect of colleagues, residents and stakeholders