JOB DESCRIPTION

POST: / HOUSING SERVICES OFFICER
SALARY SCALE: / EVH Grade 7 (PA 22 – 25)
ACCOUNTABLE TO / Head of Customer Services
LINE MANAGED BY: / Assistant Housing Services Manager
LINE MANAGEMENT RESPONSIBILITY FOR: / 2 Assistant Housing Services Officers (or otherwise agreed).
DEPARTMENT: / Customer Services
PURPOSE OF THE POST: /
  • Responsible for delivery of generic housing management service with responsibility for estate inspections transferred to Technical staff. To take responsibility, for a range of Housing Management Services within a defined area of operation and assist with other areas as required.
  • To contribute to achieving the targets and performance measures set for the Association, the Customer Services department and the post
  • To contribute to establishing, operating and reviewing the Housing Management Policies and Procedures of the Association
  • To promote resident participation and community involvement

For the knowledge, education, qualifications and experience required for this postplease refer to the attached Person Specification

1.0Core Tasks

Provision of a Quality Customer Service

Responsible for the provision of an excellent customer service to tenants via telephone, email face to face etc.

Promote good customer relationships and encourage tenant feedback in all aspects of the post.

1.1Allocations

Administer and operate the Association’s Allocation Policy and Procedures, including the Make offers of housing in accordance with the Allocations Policy and the approval of the Assistant Housing Services Manager

Attend accompanied viewings with prospective tenants.

Select suitable applicants for Association properties

Visit applicants at home and verify details

Carry out new tenancy visits

1.2Rent Arrears Control

Maximise the Association's rental revenue by applying the Association’s Rent Arrears Policy and Procedures throughout the arrears recovery process.

Make and monitor, on a weekly basis, repayment arrangements with the Association’s tenants. Recommend cases requiring legal action to Assistant Housing Services Manager. Prepare instructions for Solicitors, and liaise with solicitors throughout the legal process.

Provide welfare benefit information at appropriate times in the management of arrears, or on request. Refer tenants in arrears to advice services.

Liaise with Sheriff’s Officers, Local Authority Homeless and Social Work Department in repossession of Association property.

1.3Rechargeable Repair Accounts and Former Tenancy Arrears

Make appropriate arrangements with tenants for the repayment of rechargeable repair accounts and former tenancy arrears

Refer accounts to external collection agencies when appropriate

1.4Void Management

Minimise void rental loss by letting vacant property as quickly as possible.

Carry out pre-termination inspections with the Technical Services Officer (Inspections). Identify rechargeable repairs and assess condition of property for redecoration allowance.

Identify abandoned property and take appropriate action to investigate and recover possession, where required.

1.5Tenancy Matters

Identify breach of conditions of tenancy agreements and take appropriate action to address and rectify the situation

Deal with all neighbour disputes, harassment and anti-social behaviour as detailed in the policies and procedures on anti-social behaviour and harassment. Liaise with external agencies where appropriate, e.g. Police, Social Services, CALM team and Community Wardens. Provide detailed reports to the Assistant Housing Services Manager following investigations into the problem.

1.6Estate Management

Implement action plan for breaches in tenancy agreements concerning environmental issues.

1.7Tenant and Resident Liaison

Promote tenant/resident participation and engage positively with tenants and customers on an individual and group basis

Attend meetings of Residents’ Groups within your area of responsibility.

Take action to address matters arising at Residents’ meetings

Encourage the formation of new groups where none already exist and following the handover of any new developments

Assist in the production of a tenant newsletter on a half-yearly basis

1.8Right to Buy

Process all applications from receipt at Association to conclusion of missives and liaise with solicitors and valuers in accordance with the Association’s procedures.

Cognisance will be taken at all times of changing legislation and Communities Scotland guidelines on right to buy sales.

Maintain accurate records of Right to Buy applications.

1.9Factoring

Liaise with the Assistant Technical Services Manager on repair charges to be levied on owner occupiers and sharing owners.

Provide information to Assistant Housing Services Manager to enable the Finance Section to complete and issue half yearly invoices.

In conjunction with the Assistant Technical Services Manager arrange meetings with owners and/or sharing owners to discuss quotes for repair works.

Provide monthly reports on factoring issues.

Interview owners and sharing owners and complete factoring agreements

1.10Shared Ownership / Shared Equity

Liaise with appointed estate agents on all aspects of the purchase of shared ownership units.

Maintain written and verbal contact throughout the conveyancing process.

Maintain accurate records on all sales activity within the shared ownership units.

2.0Other Duties

As required by the Assistant Housing Services Manager,Head of Customer Services or Director:

Attend evening meetings

Attend any training courses/seminars.

Carry out any other tasks as reasonably required

Uphold the Association's Equalities Policy and Investors in People status.

George Tainsh

Director

16th September 2013

Signed …………………………………………… (Employee)Date …………………

Signed …………………………………………… (Line Manager)Date …………………

Signed …………………………………………… (Head of Service)Date …………………

I:\Private & Confidential\Staffing Review 2012\Job Descriptions\Customer Services\Customer Services (Housing)\Customer Services Officer (Housing) Draft 2.doc