JOB TITLE : Housing Officer
DIRECTORATE : City Development, Housing & Supporting People
UNIT : Landlord Services
REPORTS TO : Housing Customer Lead
LIAISON WITH : Council tenants, Leaseholders and the general public,
External agencies in the public, private and voluntary sector
including housing associations, social services and police,
Property owners and landlords, Managers and staff
throughout Housing and the Council Elected Members
MAIN PURPOSE
To build a pro-active relationship with tenants and other customersTo deliver a comprehensive, high-performing housing management service to Council tenants and residents in temporary accommodation, including tackling anti-social behaviourTo understand and meet legitimate customer demand within agreed budgetsTo co‑coordinate the use and management of temporary accommodation and property managed under the council's Social Lettings AgencyTo inspect all Council properties and neighbourhoods in a defined area on a regular basis in order to ensure there is a thorough understanding of our customers and assets and to act upon any issues arising from these inspectionsTo support the work of the Service Lead Housing Customers and Housing Customer Lead in the development of servicesMAIN DUTIES & RESPONSIBILITIES (MDR)
Housing management
Provide the following services for customers both in council housing and in temporary accommodation:a) Tenancy and neighbourhood management
b) Regular inspections of all properties and neighbourhoods
c) Regularly reviewing flexible tenancies
d) Resident involvement, including consultation and participation
e) Tackling anti-social behaviour (ASB)
Establish a new relationship with tenants based on the principles of:a) greater knowledge of customers, assets and customer demand
b) providing realistic services based on demand and resources
c) acting as a point of contact managing different tenures ('lifetime', flexible, temporary etc.) applying the same principles in an integrated, fair, supportive and consistent manner
d) undertaking pro‑active tenancy management through regular property and neighbourhood inspections and post void visits
e) assisting tenants by empowering them to run their tenancies themselves effectively
f) dynamic implementation of tenancy agreements ensuring tenants understand and comply with the terms and conditions as set out (permissions, successions and assignments for example)
g) embedding resident involvement in the delivery of services
h) helping tenants make informed choices over future housing options at the end of their temporary or flexible tenancies
Working to resolve complaints at the first point of contactProject delivery, budget control and performance management
Provide data as requested to be used in performance management, policy and financial planningComply with and as appropriate contribute to the development and review of policies and proceduresAct within budgets.Proactively identify and report any potential budget and other risksDeliver high levels of customer serviceMake any recommendations for changes in working practices as necessaryIdentify potential new members of the Performance Scrutiny Partnership from a cross-section of residents encouraging them to apply and be actively involved in this partnershipInternal and external communication
Be a point of contact for tenants, leaseholders, landlords and other members of the publicMaintain and develop good working relationships both internally with other services and externally with other local authorities, housing associations, police, social services, private landlords and other stakeholdersRepresent the Council at Court in respect of tenancy, ASB and other issues providing statements and giving evidence where legal enforcement has been necessaryOther
Follow and promote the Council's policies relating to health and safetyAssist in dealing directly and effectively with serious and persistent cases of ASB in consultation with the Service Lead and Housing Solicitor as appropriateFollow and promote the Council's Equal Opportunities PolicyWork to enhance the Council's reputation and that of housing managementAttend out of hours meetings as necessaryCarry out any other duties commensurate with the rolePerson Specification Qualifications & Knowledge
A qualification to HNC level in a relevant discipline or substantial proven relevant experience
E
A, C
Membership of the Chartered Institute of Housing
D
A, C
Proven knowledge of housing legislation and landlord and tenant law and ideally have experience of preparing and presenting case
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