Vacancy Description

£26.00 Per Hour Temporary

We have an urgent need for Neighbourhood Housing Officer to cover patches in East London (Newham, Barking & Dagenham, Havering & Waltham Forest) reporting to office 2 days per week otherwise hybrid/on patch paying the hourly equilivent of upto £36200 DOE on a temporary basis. (£26.13 umbrella)

There are 5 positions avaioable so please apply ASAP if you are inetersted.

Purpose:

* To deliver a responsive, efficient, agile, high quality and customer focused housing management service to residents.
* To build meaningful and trusting relationships with residents on patch.
* To own the primary relationship with residents living on patch and act as the voice of residents.
* To deliver reliable, repeatable, and consistent services in line with policies and standard operating procedures.
* To seek out resident views and to listen and act.
* To represent and champion residents.
* To act as the advocate for residents in getting things resolved at pace and quality.
* To co-ordinate issues on behalf of residents

Key Responsibilities / Deliverables:

* Own the primary relationship between the company and the residents on patch, irrespective of tenure, resolving issues with and on behalf of residents, to their satisfaction.
* Be the key point of contact for residents and be the ‘voice of the resident’ across the organisation.
* Represent the company at all activity relating to patch, examples being, resident forums, committees,
* residents& associations.
* Support the comany and residents with any business continuity issues or incidents.
* Communicate with residents in a timely manner, to a good standard and in a range of ways demonstrating empathy and care.
* Provide information and advice on all queries in relation to tenancy or property matters, taking advice and seeking information from relevant specialist teams as required.
* Know the itemised service charge information relating to patch and provide general information to residents about service charges, whilst also ensuring that charges are reasonable.
* Resolve incidents of nuisance and anti-social behaviour, referring into the ASB (Anti-Social Behaviour) service where appropriate.
* ? Investigate and resolve all issues on patch, such as (not exhaustive); waste management, fly-tipping,
* parked cars, abandoned vehicles, car parking, pets, graffiti, breaches of tenancy, etc.
* Make referrals for residents to receive additional support internally and externally where relevant.
* Carry out tenancy audits, inspections of homes and buildings, communal areas, open spaces, to ensure they are well maintained and comply with all regulations or inspection regimes.
* Complete necessary referrals for court action, work with in-house and external legal services to complete court papers and attend court as required.
* Identify, report, mitigate and escalate risks on patch.
* Complete Fire Risk Actions and other compliance related activity within relevant timescales.
* Assist in the resolution of MP/Cllr enquiries and informal and formal complaints.
* Co-create new services in collaboration with residents and engage with residents to provide clarity about the standards of service they should expect
* Work closely with specialist teams in the Housing Management division.
* Work with the estate service team to ensure grounds maintenance and cleaning contracts are managed robustly and residents receive good quality services.
* Liaise with other teams to provide prompt responses to resident complaints or investigations.
* Liaise with the wider business regarding key risks identified on patch.
* Signpost residents to other colleagues where appropriate, ensuring that introductions are made on the residents behalf to smooth the process.
* Work with Performance and Improvement colleagues to ensure robust knowledge of patch demographics and demand and satisfaction is understood and a clear improvement plan is in place
to address any KPI’s that are performing below target.

Essential skill & knowledge

* Housing sector experience and knowledge on all aspects of tenancy management – tenancy/leasehold management, tenancy fraud and anti-social behaviour including but not limited to dealing with domestic violence, domestic abuse, hate crime, vulnerable residents and safeguarding.
* Property management – facilities management, communal inspections and service charges including relevant Housing and Immigration Law and Welfare Reform.
* Experience of working with tenants and/or leaseholders
* Risk Management.
* Compliance in terms of tenancy management and property management.
* Exceptional customer service.
* Ability to quickly simplify and disseminate complex information.
* The confidence and determination to do the right thing by residents and challenge the norm.
* Operational knowledge of the regulatory environment for housing associations.
* Awareness of budget management and value for money.
* A natural curiosity and persistence around getting answers and clarity.
* Able to communicate effectively with a variety of audiences.
* A problem solver.
* Demonstrates empathy and care when interacting with others.
* A willingness to learn and achieve the IRPM qualification and any other learning deemed appropriate to the role.

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