Tenant and Landlord Liaison Officer

Job Description

Designation: Tenant and Landlord Liaison Officer

Department: Business, Housing and Revenues

Post reference number: REH234

Service: Housing Advice

Grade: Grade I

Hours of work: 37 hours per week

Flexible working hours: Yes

Suitable for Job Share: Yes

Please state clearly on the front of your application form if you wish to apply on a job share basis. Also state your preferred pattern of working.

1.  Job Summary

To provide assistance to tenants in Rent Express Scheme (RES) properties in order to sustain their tenancies, by working with landlords, letting agents and tenants to resolve problems as they arise.

To liaise with landlords and letting agents to promote the Scheme.

To assist with the collation and reporting of information relating to the Scheme.

To assist with the general running of the Scheme.

To assist in the provision of a comprehensive housing advice service.

2. Relationships

2.1. Responsible to: Housing Advice Manager

2.2. Responsible for: None

2.3. Important internal relationships: Housing Team colleagues, Housing Benefit colleagues, councillors, service managers.

2.4. Important external relationships: Landlords and Letting Agents, Orbit Heart of

England, Bromford Support, Citizens’ Advice Bureau, Connexions, health professionals, Mediation schemes, schools and colleges, Support Services, other local housing associations, Children Services,

central government, Homes and Communities Agency, other local authorities and members of the public requiring a housing service.

3. Main duties and responsibilities

3.1  To contact RES tenants in order to resolve Housing Benefit issues, as necessary.

3.2  To carry out interviews and home visits as appropriate to RES tenants to give general advice to ensure that, where possible, homelessness is prevented.

3.3  To apply to the Homelessness Prevention Fund, where appropriate, if the Scheme tenant is at risk of homelessness.

3.4  To liaise with and signpost or refer RES tenants to internal colleagues and other agencies for help and support as necessary.

3.5  If support is required urgently, and cannot be provided by another organisation, to provide housing related support to Scheme tenants.

3.6  To contact the landlord or agent and tenant at the start of the tenancy to ensure new tenancies are running smoothly and to resolve any issues as they arise.

3.7  To make contact with the landlord and tenant before the end of the fixed term of the tenancy to find out if the tenancy is going to continue.

3.8  To arrange and carry out a joint end of tenancy property inspection with the landlord or agent and tenant, as required.

3.9  To liaise with Housing Benefit, the Landlord and the Finance team in respect of recovery of rent in advance and/or cash deposit when a tenancy ends.

3.10  To deal with claims from landlords or letting agents against the Rent Guarantee and/or Deposit Guarantee.

3.11  To carry out a financial assessment and arrange repayments to the Council where Scheme tenants have had a change of circumstances and become liable to return monies to the Scheme.

3.12  To manage the debt recovery process for former users of RES, and Homeless Prevention Fund payments.

3.13  To give landlords and letting agents information on their rights and responsibilities and ensure legal compliance under the relevant Housing Acts, and any other legislation, as necessary.

3.14  To promote good practice to landlords and letting agents and attend the District Council’s Landlord Forum when required.

3.15  To take appropriate action in order to prevent harassment and/or illegal eviction and refer any cases needing legal action to the Head of Legal Services.

3.16  In respect of the above, to liaise with and signpost or refer landlords or letting agents to internal colleagues including South Warwickshire Anti-Social Behaviour Officer, Environmental Protection Team, Private Sector Housing Team as well as other organisations, as appropriate.

3.17  To promote the Scheme to landlords and letting agents who have properties in Stratford on Avon District.

3.18  To provide and present information to agencies and to District Council colleagues as appropriate to promote the Scheme.

3.19  To liaise with Housing Benefit as necessary, including checking progress of housing benefit claims and ensuring all relevant information is provided by the tenant.

3.20  To advise RES tenants on, and assist with applications for, Discretionary Housing Payments as necessary.

3.21  To monitor the progress/use of the Council’s Rent Deposit Scheme and report these regularly to the Housing Advice Manager.

3.22  To assist with the general running of the Scheme, including dealing with correspondence and gathering all required paperwork.

3.23  To assist with the maintenance of the RES database, including landlord/agent information and landlord eligibility checks.

3.24  To monitor the Empty Home database of properties brought back into use following provision of a Council grant and contact tenants and landlords as appropriate, in order to sustain tenancies and prevent homelessness where possible.

3.25  To assist in the provision of a comprehensive housing advice service as required.

3.26  To undertake any other duties appropriate to post and grade as may be assigned.

3.27  To be aware of your responsibilities in terms of health and safety, including identifying at your appraisal, appropriate health and safety training.

3.28  To ensure that you approach your duties taking into consideration the principles of Best Value.

4. Performance

The effectiveness with which the postholder performs their duties will be measured by:

4.1  The extent to which the objectives are achieved in delivering an efficient and effective Rent Deposit Scheme which is sensitive to the needs and requirements of tenants, landlords and letting agents.

4.2  The extent to which Rent Express Scheme Tenancies are sustained for as long as possible.

4.3 The effectiveness with which enquiries are dealt with as perceived by the customer and collected via Satisfaction Surveys.

4.4 The effectiveness with which outstanding monies are collected and returned to the Council.

4.5 The extent to which the Rent Express Scheme is developed against the emerging homelessness prevention agenda.

4.6 The extent to which agreed changes in practices and procedures are implemented.

4.7 The quality of presentation and accuracy in which the tasks are completed.

4.8 The extent to which work is completed within timescales laid down by national and local performance indicators, as appropriate.

Preparation date: 23 July 2009

Updated: 19 July 2011, 3 July 2012

Terms and Conditions

5.1. Status of car use: Car user allowances are determined in

accordance with the Council’s Essential

User Scheme procedure. The Council

reserves the right to change car

user status and any associated allowances

subject to 12 weeks notice.

5.2. Car parking: Church Street/Town Centre Car Parks

This is not a contractual obligation.

5.3. The postholder will be based at: A variable base within the District Council

Area

5.4. Smoking policy: The Council operates a 'no smoking' policy.

5.5. Security Access (ATE/ID): ID

5.6. Politically Restricted Post: No

5.8. Criminal Records Bureau Check: Yes –enhanced check

5.9 People with disabilities will be guaranteed an interview, providing they meet the minimum criteria for the position, and that they declare their disability on their application form.

Under The Equality Act 2010, a person has a disability if:

·  they have a physical or mental impairment

·  the impairment has a substantial and long-term adverse effect ontheir ability to perform normal day-to-day activities

5.10  Bank Holidays

As well as annual leave entitlement there are 8 days which are Bank Holidays.

On top of these days the Council grants three extra statutory days during the

Christmas period. The date is agreed by the Chief Executive and Unison each

year.

5.11  Prevention of Fraud

Stratford on Avon District Council is under a duty to protect public funds it administers, and to this end may use the information you have provided for the prevention and detection of fraud or other criminal offences. It may also share this information with other bodies responsible for auditing or administering public funds for these purposes.

For further information, see http://www.stratford.gov.uk/datamatching.

5.12  The Council has committed to making public meetings more accessible. This may mean that from time to time you will be required to attend twilight or evening meetings. A scheme for reimbursement or time off in lieu is in operation for meetings that extend beyond normal working hours.

Signed by: Employee ______

Line Manager ______

Head of Service ______

Human Resources______

Person Specification

Designation: Tenant and Landlord Liaison Officer

Post reference number: REH234

Attribute / Essential / Desirable
Personal characteristics
- Aptitude / Able to work both on your own initiative, and as part of a team.
Sympathetic, assertive and creative.
Good use of business English for letter/report writing.
- Disposition / Diplomatic and flexible.
Enjoyment of helping people.
Able to work under pressure.
Enthusiasm, self motivation and a mature and professional approach.

- Physical Requirements

/ Articulate, and an able communicator.

Education and Qualifications

- General Education / Five GCSE passes at minimum grade ‘C’, including English and Mathematics.
Be computer literate and have knowledge of Microsoft Word, Excel, Powerpoint and Access.
- Further Education (Professional/Technical) / HNC in Housing or higher.
- Membership of
Professional Bodies / Corporate membership of the Chartered Institute of Housing.
- Further training, knowledge and skills / Willingness to undertake relevant further training.
Experience and Abilities
- Experience / Customer service experience.
Experience of working in partnership with other organisations.
Monitoring and reporting experience. / Experience of administering a Rent Deposit Scheme
Experience of tenancy management
Working knowledge of Housing Benefits and other welfare benefits
Experience of dealing with people facing difficult circumstances and housing need.
- Practicability / Familiarity with IT packages.
- Knowledge / Awareness of the homeless prevention agenda
Knowledge of housing benefit legislation.
Landlord and Tenancy law
Knowledge of housing and homelessness legislation
Mobility and Flexibility
- Mobility / Able to travel to meetings, visits and surgeries across the district, which at times will mean working outside normal office hours.
- Flexibility of working arrangements / Flexible approach; and willing to contribute to service development.
Other requirements