£27.00 Per Hour • Temporary •
Our Client are a not-for-profit organisation providing thousands of people with good-quality affordable homes in inner London. They believe in the power of well-planned, well-managed housing to make a difference. They aim to build happier lives and resilient communities by providing a responsive, supportive and effective service to all our residents, irrespective of tenure, with staff committed to integrated working within and across teams to deliver on resident priorities.
We have a brilliant opportunity to join our client’s team, as an Investigation Officer
* Provide a proactive ASB and Tenancy Fraud service including investigative, enforcement and preventative activities.
* Ensuring effective support to both ASB complainants and alleged perpetrators to ensure that residents are able to maintain their tenancies in line with their tenancy obligations.
* Proactive in initiating and supporting preventative community projects which helps to minimise/prevent ASB and Tenancy Fraud.
* Achieves defined customer satisfaction measures and performance metrics.
1. Leads on the investigation and management of ASB, Hate Crime, Domestic Violence, Neighbour Nuisance, subletting, unauthorised occupants and squatting casework in line with policy and procedures using initiative to achieve positive and sustainable solutions.
2. Reviews and analyses results from data matching exercises and carry out tenancy checks against our own and other records other checks.
3. Interviews, take witness statements and initiates and helps prepare legal proceedings, including acting as a Court Witness. Pursues appropriate legal remedies which will range from injunctions, repossession, Unlawful Profit Orders, or other legal remedies in conjunction with other agencies e.g. Criminal Behaviour Order (ASB) and criminal prosecutions (Tenancy Fraud)
4. Investigate cases during both office and non-office hours including weekends to ensure that necessary evidence is collected. Interviews with residents which will take place at both offices and in residents homes (announced and unannounced). Where tenancy fraud is suspected this will on occasion involve joint interviews with a Local Authority investigator.
5. Identifies vulnerabilities that may be a factor in ASB complainants and alleged perpetrators behaviour and provide appropriate support and/or referrals. Effective and sensitive support is also provided to ASB witnesses.
6. Identifies, develops and implement preventative measures and diversionary projects to reduce ASB/Neighbour Nuisance and Tenancy Fraud. This will include for example working closely with colleagues on scheme improvements to deter ASB, implementing new checks and controls to minimise fraud and working closely with Our Client Foundation on community projects
7. Maintains and analyses ASB and Fraud case management data to improve understanding of the nature of ASB/Tenancy Fraud and help identify service improvements.
8. Maintains expert knowledge of relevant legislation and good practice and provide relevant briefings to colleagues, senior staff and residents forums.
9. Manages expressions of dissatisfaction and complaints effectively by seeking to resolve at first point of contact and identifying resulting lessons learnt and required service improvements. This will include responding to complaints arising from the use of the Community Trigger.
10. Works jointly with colleagues in the Housing Management Team and across Our Client and with relevant external agencies to ensure delivery of co- ordinated services which achieves a high level of resident satisfaction. This include involvement in resident consultations and engagement activity, joint working with external partners and agencies, including multi-agency forums on both individual casework and wider preventative initiatives.
Knowledge & Skill :
* Good understanding of social housing & neighbourhood management issues
* Understanding of best practice In the of management of Anti-Social behaviour.
* Understanding of landlord and tenant relationships and responsibilities
* Understanding of Prevention of Social Housing Fraud Act
* Excellent interpersonal skills including verbal communication and negotiation
* Excellent written communication skills & ability to write accurate & clear correspondence & reports
* Good time management skills, ability to prioritise, work to deadlines & meet targets
* Demonstrable ability & commitment to working with tenants to achieve positive service outcomes & commitment to continuous improvement in service delivery
* Able to form and maintain good working relationships at all levels internally & externally
* Ability to resolve, anticipate & prevent problems
* Able to take responsibility & work independently & flexibly
* Effective investigation skills
* Ability to deal with tenants sensitively & with care
* Use of databases, spreadsheets and word processing systems
* Applied ASB legislation, good practice and policy and procedures
* Investigated complex tenancy management cases (which may or may not include tenancy fraud)
* Applied counter fraud measures legislation, good practice and policy and procedures in housing or other field