JOB DESCRIPTION & PERSON SPECIFICATION

Job Title: / Housing Officer

Main Purpose of Job:

To provide a high quality estate management service; ensuring outstanding customer service and service delivery by acting as an ambassador for Humbercare and point of contact for residents. Engaging with customers to design services that work for them and utilising resources within the local area to make a real, quality difference to peoples' lives.

Key Tasks:

  1. To provide a consistently outstanding servicethat demonstratesHumbercare’s corporate valuesand makes a real difference to resident’s lives, including ensuring our properties are well presented and maintained (in conjunction with the Maintenance Department).
  2. To ensure that services we deliver are resident focussed and responsive to local needs. Working closely with external agencies (statutory, voluntary and private sector) and encouraging involvement and feedback as an integral part of the service. This may include the need to attend evening meetings.
  3. To ensure a speedy and focussed response to anti-social behaviour and other breaches of tenancy conditions. Action to be realistic, fast and efficient and supported by an effective action plan.
  4. To visit prospective residents prior to lettings; carrying out accompanied viewings. Ensuring effective ‘sign-ups’ for tenants. Selling the ethos of tenancy sustainment and responsibility.
  5. To enforce Humbercare’s arrears recovery policy and procedure including proactive discussions with residents, pre-court visits and court/eviction attendance.
  6. Carry out regular estate inspections and regular monitoring of area service contracts including cleaning and gardening with customers, acting to drive up standards of our partner contractors.
  7. Work with customers to develop the priorities for minor works and environmental improvements, making particular reference to the requirements for adaptations to communal areas both internally and externally to improve accessibility .
  8. To take ownership and responsibility for any service related complaints / queries from customers ensuring that the customer experience is positive, professional and within set timescales at all times.

To carry out all duties in accordance with Humbercare’s:

  • Equal opportunities policy
  • Health and safety policy
  • Policy on confidential reporting (whistleblowing)

To carry out any other duties consistent with the post that may be required from time to time, at the discretion of the line manager.

PERSON SPECIFICATION : Housing Officer

Core Essentials
Drive for Results
Customer Service
Team player
Interpersonal Effectiveness / Managing Relationships
Change Management
Management Desireable
Managing people and performance
Managing Resources
Strategic Capability
Visionary Leadership

TECHNICAL COMPETENCIES

Entry Requirements :-

  • A good standard of education.
  • An awareness of Landlord and Tenant legislation and procedure relating to both general tenancy and other tenures.
  • An awareness of Welfare Benefits, particularly Housing Benefits.
  • An awareness of occasions that require liaison with Social Services (eg child protection, domestic violence)
  • Appropriate means of transport.
  • An ability to undertake work outside of normal office hours to meet the needs of the business.

Proficient requirements

  • A sound knowledge of Landlord and Tenant legislation and best practice, supported by practical experience.
  • A knowledge of effective strategies available in the management of ASB, supported by practical experience.
  • A sound knowledge of resident involvement strategies and techniques, supported by practical application.
  • A good understanding of Housing Benefits.
  • A basic understanding of building maintenance and repair.
  • An awareness of end-of-development processes and defect rectification processes and procedures.
  • Housing related qualification to NVQ L3, or a willingness to study.