Tamworth Borough Council – Housing Department

Job Description
Job Title / Housing Options & LettingsAssistant
Department & Team / Housing Management
Grade / 4
Responsible To / Housing Options Co-ordinator
Job Purpose / To work as a member of the Voids & Allocations Team, ensuring that all void properties, garages, mutual exchanges, decants and nominations are let within defined timescales to maximise the best use of housing stock and resources.
To co-ordinate the void monitoring and re-letting processes through utilisation of Orchard Housing IT Management system, Finding a Home website and white board.
To assist with the on-going development of Choice Based Letting scheme, website, IT systems and Voids & Allocations processes.
To provide an efficient and effective service to customers while operating at all times within Tamworth Borough Council’s policies, procedures, budgets, standards and financial regulations.
Working Environment / On occasions may be required to undertake visits to resident’s homes and attendance at residents and other agencies meetings.
Main Duties & Responsibilities
AREA / KEY TASKS & RESPONSIBILITIES
Customer Focus / To be responsible for a high standard of customer service and for answering specific and general enquiries regarding the Councils void procedures and allocations policy and practices.
Giving advice to members of the public; other departments and outside agencies who contact the council, on a basis of resolution at first point of enquiry where appropriate.
To engage with the Tenant Participation Team, customers and partners in delivering Tenant Participation Strategy, policies and procedures as and when required.
To be involved in collating customer satisfaction levels, measured through transactional analysis on the specialist area of work.
Identifying enquirers with special communication requirements and making arrangements to secure appropriate service to meet these needs.
Administration, IT and data management within a performance management framework. / Take day-to-day responsibility for record-keeping and administration in own section.
Use specialise software packages to input data, keep records and to generate reports.
Provide full administration support to the team including producing standard letters, forms, taking minutes of meetings and where necessary generating own letters and memos etc.
Dealing with telephone and email queries and booking appointments for Officers.
Create and use spreadsheets to update statistical data and performance monitoring information.
Maintain filing systems and keeping records for the team.
Use email to communicate internally and externally.
Undertake photocopying, photographs, faxing and texting when required.
Duties will involve having access to information of a confidential nature which may be covered by the Data Protection Act, in such cases confidentially must be maintained in accordance with Tamworth Borough Council’s Data Protection Policies.
Delivering and managing services / To co-ordinate the void monitoring and re-letting processes for empty properties, garages, mutual exchanges and decants through utilisation of Orchard Management system and white board ensuring properties are re-let within defined timescales.
To undertake a full range of housing administration duties associated with regeneration programme including decant, liaising with customers about their individual needs and supporting vulnerable tenants.
Track forthcoming tenancy terminations and key returns.
Progress and monitor void properties throughout the entire void and allocation process.
Notify team colleagues when the property is ready for letting, or when problems, hold ups, changes occur.
Liaise regularly with Tamworth Borough Council colleagues and tenants where necessary to ensure deadlines are maintained and keys are returned on time.
Responsible for issuing and record management of keys in and out.
Attend and contribute tomeetings including meetings with the repairs contractors, meetings connected to local letting plansand performance meetings to indentify/resolve possible delays.
Maintain and update computerised voids records system on Orchard and on the Finding a Home system.
To liaise with the tenant/repairs contractor and monitor the progress of the work to ensure timely completion.
Process repair contractor reports for gas, electric, repairs, EPC etc. Updating manual records and computer systems as necessary.
To register and maintain all empty council properties, nominations and garages on to the Finding a Home website.
Produce all empty property and garage literature for display in the reception area.
To arrange and undertake new tenancy sign up appointments. Issuing keys to new tenant and advising tenant of their rights and responsibilities under the tenancy agreement, provide general welfare benefits advice, sign post new tenants to other agencies as appropriate as well as the completion of documents including the giving of direct practical advice and assistance when required.
Updating of manual and computer records accordlingly when a property is refused, seeking information as to the reason for refusal, and maintenance/updating of appropriate computer systems, white board and the appropriate colleagues.
Record keeping and document processing.
To undertake a range of housing administration duties associated with voids and allocation processes including mutual exchanges,garges, decants.
Processing of decoration allowance vouchers, Incentive to Move payments and Tenant Reward payments.
To be involved in supporting people in bidding through an identified case load.
Provision of general information in response to general enquiries, request for data/information.
Developing services / Participate in new initiatives and future changes to improve service delivery.
Contribute to service improvement plans.
Working with others / On-going contact with tenants, leaseholder, customers, partners, agencies and staff in own and other teams.
Conduct one-to-one interviews with tenants.
Deals with customers on the telephone, at reception, at home, in meetings and in interview room situations.
Work as part of a team, attending team meetings and team briefings as required.
Participates in cross departmental activities.
Managing and developing self / Manages and priorities own workload.
Actively participates in regular one-to-one meetings with Team Leader and Performance Review scheme.
Undertakes learning and development activities, including attending training events.
Managing and developing others / N/A
Maintenance of property and equipment / Responsible for the safe use, storage and maintenance of equipment associated with own job.
Works with other office staff to ensure that office machines are kept in working order and supplied with stationery. Report faults when they occur.
Must comply with current Office Health & Safety Practises and Risk Assessments.
Financial management and control / Is financially aware of procedures and constraints.
Legal and regulatory compliance / Works within Tamworth Borough Council’s policies and procedures, the law and best practice and Audit Commission Regulatory Frameworks relevant to role.
Health & Safety / To work in accordance with health and safety rules including reporting and recording any health and safety incident or accident.
Core Value Behaviours / To work in accordance with Housing’s Core Value & Behaviours policies and guidelines in relation to equality/diversity and positive attitude at work.
Culture / 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.
Diversity, Respect and Equal Opportunities are key aspects of Tamworth Borough Council’s key values. Tamworth Borough Council employee’s will work within such policies ensuring that these are complied with throughout all activities within the scope of this role and the highest standard of customer care are achieved.
All jobholders need to work in a way that reflects Tamworth Borough Council’s Values.
Other Duties / To undertake any other reasonable duties commensurate with the grade and general nature of the post.
Provide office cover for other members of the housing team in their absence.