Directorate / Neighbourhood
Services / Post Number
Team / Tenancy Management and Enforcement / Grade
Job Purpose / Collect complex and high stage current and former rent arrears and other charges, whilst promoting a positive payment culture. Pursue legal remedies relating to rent arrears and manage Court Orders, as appropriate.
Provide comprehensive welfare benefit and housing benefits advice and guidance on ways of dealing with debts, working with customers to reduce and prevent rent arrears.
Special Requirements / Under review
Responsible to / Rent Team Co-ordinator
Responsible for / Not applicable
Main Duties and Responsibilities
1. Identify, review and case manage complex rent accounts, former tenant
rent arrears accounts and other charges, including authorising appropriate
legal action. Decide on the best course of action to be taken in individual
cases, based on the available information and Six Town Housing’s rent
recovery procedures.
2. Offer advice and information to tenants, partner agencies and others regarding
Six Town Housing’s rent recovery procedures and the legal processes relating
to rent possession. Advocate on behalf of customers in such circumstances,
where required
3. Prepare legal documentation relating to rent arrears for Court, Introductory
Tenancy Review Panel Hearings and Extension Review Panel Hearings.
4. Represent the organisation in possession proceedings taken against tenants
for non payment of rent, instruct legal representatives, present cases, give
evidence in person, act as a witness and be cross examined at Court and
Introductory Tenancy Review Hearings, as appropriate. Identify and research
any company related housing issues which may occur at Court, answer any
defence submitted and challenge any inaccurate statements made, as
appropriate.
5. Manage Court orders, ensuring any terms are complied with and any Court
directives are met within specified timescales.
6. Represent Six Town Housing in suspended eviction hearings. Assess each
case on its merits, offer appropriate challenge and provide the Court with
sufficient evidence to enable the Judge to make informed decisions which
support the company’s action and reputation.
7. Take responsibility for preparing and presenting information
to Introductory Tenancy and Demoted Tenancy review meetings. To
present the case, use informed legal argument, undergo cross
examination and address any inaccuracies or contentious issues.
8 . Organise and attend evictions, challenging customers as necessary to assist
the Court Bailiff to secure vacant possession of properties.
9. Promote a positive payment culture which ensures income is maximised for
customers and the company.
10. Work with customers who are experiencing financial difficulties, identify the
reasons for debt, offer advice and negotiate agreements to pay rent and
arrears. Liaise with partner agencies, signpost and refer customers, as
appropriate.
11. Conduct interviews with tenants including carrying out home visits in line with
policies and procedures. Ensure that appropriate, tailor made solutions are
offered in the best interest of the customer and the company in accordance
with policy, best practice and relevant legislation.
12. Provide comprehensive welfare benefit and housing benefit advice to
customers and give guidance on debt issues. Undertake trial benefit
calculations and support customers to make appropriate applications, as
required. Assist customers to challenge Housing Benefit decisions and
submit appeals, where appropriate.
13. Identify, advise and work with vulnerable customers in rent arrears.
Working in partnership with key service providers, liaising with other
agencies, completing CAP referrals and signposting to relevant services.
14. Assist in the identification and development of targeted projects which
support service development and performance improvement, including
equality and diversity, welfare benefit and debt prevention initiatives aimed at
encouraging customers to meet their responsibility to pay their rent.
15. Contribute to the development of policies and procedures, good practice,
systems and literature for rent income management including attendance at
working groups and other meetings where appropriate.
16. Assist with the training of colleagues and share knowledge, experience and
best practice to ensure efficient and effective service delivery.
The post holder will be required to carry out any other duties commensurate with the role
Date Created/Amended / 14th June 2013
Postholder / Signed: / Dated:
Manager / Signed: / Dated:
Company Values
All employees of Six Town Housing are required to adhere to and actively promote our company values in the way in which we work with each other, our customers and partners
In it together /
- together in partnerships
- working together to make a difference
New ways /
- of thinking
- of working
Self aware /
- and improving
- taking responsibility
Proud /
- to work for Six Town Housing
- of what I do
I can /
- do better than I ever imagined
- make things happen
Respect /
- each other
- differences
Excellence /
- in everything
person specification RENT ADVISOR
Directorate / Neighbourhoods / Post Number
Team / Tenancy Management and Enforcement / Grade
Criteria / Essential/
Desirable / Method of Assessment
Qualification
Housing Qualification (NVQ in Housing Studies or equivalent)
Good standard of numeracy and literacy
for business administration / D
D / Application form / Production of Certificate / Test
Application form / Production of Certificate / Test
Knowledge and Experience
Experience of working in a social housing environment
Knowledge of customer service standards and experience of working in a customer focused environment with a proven track record of delivering excellent customer services to a diverse community
Knowledge of relevant legislation relating to income management / arrears recovery and experience of its enforcement.
Knowledge of Court proceedings and experience of handling complex cases including recovery of rent arrears or preparing papers for legal proceedings
Knowledge of and ability to provide advice on Housing and Welfare Benefits to customers and Assistant Rent Advisors .
Experience of using PC based I.T. systems including financial spreadsheets and databases.
Be able to prioritise own workload in order to meet targets, deadlines and changing demands. / E
E
D
D
D
E
D / Application form/Interview
Application form/Interview
Application form/Interview
Application form/Interview
Application form/Interview
Application form / Interview
Application from / interview
Skills and Abilities
Able to work effectively as part of a team and on your own with minimum supervision.
Ability to deal with customers effectively and sensitively in sometimes challenging situations.
Experience of dealing with, negotiating and developing good working relationships with customers
Ability to communicate effectively, explaining information and presenting facts clearly and in detail to various audiences
Ability to analyse information and draw sound conclusions from facts, including attention to detail and rigorous documentation preparation / E
D
E
E
E / Application form/Interview
Application form/Interview
Application form/Interview
Application form/Interview
Application form/Interview
Competency Area
Other
Willing to work flexibly / E / Interview/References
Final 2010