Job Title / Tenancy Sustainment Assistant
Directorate / Community Services
Service / Housing & Health
Grade / 4
Reporting to / Income MaximisationCoordinator and Tenancy Sustainment Coordinator
Location / Marmion House or as Required
Essential Car User / No
Job Purpose / To deliver a high quality front line service to customers requiring assistance from the Tenancy Sustainment Team.
To provide administration and support to the Tenancy Sustainmentteam.
To contribute to the overall service delivery of the Tenancy Sustainment Team ensuring a highly effective response to tenancy and income related matters.
Key Responsibilities
Day-to-Day duties
  1. To promote direct debit as the preferred method of payment and adhere to best practice in relation to income management. To calculate and issue direct debits.
  1. To provide general administration and answer telephone enquiries for the Tenancy Sustainment team ensuring a high standard of customer care is delivered to members of the public, customers,internal departments and outside agencies.
  1. To assist with low level income collection, rent arrears,former tenant arrears, court costs, supporting people arrears, service charges and recharges.
  1. To assist with low level tenancy enforcement and neighbourhood management issues including low level anti social behavior cases, keep accurate records, agree actionsand provide good advice and assistance to customers.
  1. To book appointments for Tenancy Support Officers
  1. To maximize income for tenants by taking electronic payments and send out receipts and update the Orchard system and ensuring all tenants have access to benefit advice.
  1. To ensure all NSP and information concerning income management is recorded on Orchard.
  1. To professionally managegarage arrears and routine activities associated with garages.

  1. To set up recharge accounts and monitor payments on the Orchard system.

  1. Toprepare all the paper work for tenancy amendments including successions, joint to sole tenancies, use and occupation accounts and name changes.

  1. To maintain and review the tree maintenance register.

  1. To acknowledge notices to vacate and inform the relevant sections of the impending void property.

  1. To update the Orchard CAS system with initial reports of ASB.
  1. To provide rent and tenancy references for the right to buy scheme and other organizations once the tenants approval has been given.
  1. To Assist the Tenancy Sustainment Officers with administration duties concerning the high rise properties, including letters concerning the lift maintenance.
  1. To manage fobs and keys that are kept in Landlord Services and to order new fobs when appropriate.
  1. Contribute to rent first campaigns and other tenant focused promotional activities’ on estates and through locality working

  1. To actively participate in regular one to one meetings and team meetings.
  1. To provide office cover for other team members in their absence.
  1. To deal with customers on the telephone, at reception, at home, in meetings and interview rooms.

  1. To assist in the development of the Tenancy Sustainment team work plans.

  1. To deal with the administration, issuing and renewal of car parking permits.
  1. To provide full administration to the team including producing standard letters and forms, and where necessary producing your letters, emails and memos and to maintain filing.

  1. To ensure that services are delivered in a way that are accessible and to assess and monitor the delivery services against the requirements of the Corporate and Service equalities plan.
  1. To promote a professional attitude at all times ensuring a prompt courteous and helpful response when dealing with staff, customers and other agencies internally or externally.

  1. To make best use of IT resources. Create and use spread sheets to update statistical data and performance monitoring information and to use specialized software packages.

  1. To undertake such training as may be deemed necessary by the Tenancy Sustainment Manger.

  1. To undertake all corporate requirements on health and safety, equal opportunities, data protection, risk management and financial regulations.
  1. To be responsible for covering the Housing counter on a rota basis.

  1. To undertake any other reasonable duties commensurate with the grade and general nature of the post.