Job Specification

Job Title: / Intermediate Housing Officer
Scale & Family: / 5-HMgt
Reporting To: / Intermediate Housing Manager
Job Purpose: / To provide an effective and efficient housing management service to tenants, leaseholders and almshouse residents.

Job Responsibilities What the job holder has to do in order to achieve the job purpose

Responsibilities / Key Components / % of Time
Maximise rental income / ·  Monitor rent and service charge accounts.
·  Identify and take action on accounts in arrears, including instigating possession proceedings and court attendance.
·  Deal with enquiries from mortgage lenders in repossession cases.
·  Monitor and control void properties including liaison with letting agents. / 30%
Manage and maintain leases, tenancies and licences / ·  Monitor and take action on non-compliance with leases and tenancy agreements
·  Carry out end tenancy inspections and draw up schedules of relet works
·  Process shared ownership assignments and staircasing applications
·  Develop and maintain effective liaison with NCHA departments, contractors and customers in relation to the maintenance of communal areas.
·  Respond to enquiries and complaints in accordance with agreed standards.
·  Undertake annual inspections of rented properties / 45%
Provide information, advice and support to leaseholders, tenants and residents / ·  Establish and maintain effective customer relationships with new tenants, shared owners and almshouse residents.
·  Advise leaseholders, tenants and residents on lease and tenancy issues.
·  Promote and implement resident consultation, feed back and involvement in decision making.
·  Support site-based staff to provide effective estate services in accordance with Service Standards.
·  Process Mortgage Rescue Scheme applications within established timescales and guidelines
·  Effectively use all IT systems to provide accurate information to customers. / 15%
Health and Safety / ·  Undertake visual fire risk assessments of communal areas and update NCHA's risk assessment database. / 5%
Manage Financial Resources / ·  Assist in the preparation of service charge budgets and monitor expenditure against budgets.
·  Process deductions from tenancy deposits as necessary. / 5%
Decision Making Responsibilities
·  Recommend court action for possession.
·  Recommend action on abandonment and termination of tenancies.
·  Recommend Health and Safety action.
Job Elements
Financial / Non-financial
·  Authorise invoices up to £200.00.
·  Recommend re-imbursement of rent and service charge account credits and tenancy deposits.
·  Responsible for rental income up to £3M. / ·  Provide management and maintenance services for a patch of up to 750 tenancies.
·  Use NCHA’s network computer system and any relevant specific software packages.
·  Work out of core hours as required.
Working relationships: external and internal
·  Tenants / Tenants Groups
·  Other NCHA departments/ teams
·  Contractors
·  Public, statutory and voluntary agencies
·  Solicitors and Councillors
·  Letting Agents
Person Specification – For selection for interview and testing

The experience, qualifications, knowledge and skills needed by the job holder to achieve the job responsibilities

Necessary role related knowledge, skills and experience at selection
a)  Knowledge of current housing issues affecting the public and private sectors.
b)  Demonstrable experience of working in a customer focused environment.
c)  Demonstrable experience of achieving targets in a performance oriented environment.
d)  Good level of numeracy.
e)  I.T.skills, using Word processing and databases.
f)  Team working experience.
g)  Understanding of needs of people from diverse social/cultural/racial backgrounds.
h)  Current valid driving licence and regular access to a car is essential for this post.

Competencies – For interview and review purposes only

The competency that needs to be consistently displayed by the job holder to achieve the job responsibilities

Core Competencies level / Role Specific Competencies level
Meeting Customers’ Needs / 2 / Influencing and Persuading / 1
Achieving Quality Solutions / O/S 1 / Planning and Organising / O/S 1
Working Well Together / 2 / Problem-solving and Decision-making / O/S 1
Innovative and Adaptable to Change / O/S 1
Understanding the Business and its Environment / 1

Progression in the job – this page describes how some-one doing this job might progress from entry level to advanced level and is used for performance management and personal development purposes.

Initial Induction/Foundation/Training Required:

After 6 months the job-holder will demonstrate that they have:

·  Completed the induction programme.
·  Uses IT systems appropriately.
·  Developed knowledge of tenants/ properties/ arrears.
·  Developed knowledge of organisation policies and procedures.
·  Developed knowledge and use of benefits and housing legislation.
Competent in job: how would trained and proficient be displayed?:
·  Meets targets and deadlines consistently.
·  Displays knowledge of legislation, policies and procedures.
·  Displays confidence in decision making.
·  Relates effectively with all customers .
·  Maximises use of IT systems.
Advancing: What characteristics will the advancing job-holder display?
·  Displays thorough knowledge of all systems, policies and procedures.
·  Requires reduced level of supervision.
·  Actively participates in external and internal meetings.
·  Uses initiative to solve problems.
·  Takes responsibility for difficult decisions.
Are any of the competencies being displayed at a higher level?
Advanced: What characteristics will the advanced job-holder display?

Estimated time to get to Advanced

·  Monitors and reviews own performance targets
·  Anticipates potential problems
·  Chairs meetings and is prepared to take the lead
·  Actively participates in community development
·  Supervisory experience
·  Has credibility / respect of others, is influential
·  Excellent knowledge of benefits / legal / policy / procedure
·  Demonstrates and uses knowledge of wider issues both internal and extern
Are any of the competencies being displayed at a higher level?

Intermediate Housing Officer - Jan 15 - Employee Job Spec.doc