Housing Officer & Support

Job Summary

This involves assessing, allocating and supporting our tenants on their journey with Stay and assisting successful move on. Teamwork is also a key part of this role to work alongside the wider housing team towards team and organisational objectives.

• Deliver pro-active engagement with tenants to increase the potential for income collection by education, support and other interventions with customers as appropriate and in line with Stay’s policies.
• Provide advice to tenants on tenant and landlord roles and responsibilities in accordance with tenancy / licence conditions in face-to-face sessions or via the telephone / email / letter / text.
• Advice and guidance on issues such as tenancies at risk, whether through rent arrears, anti-social behaviour, property maintenance, unemployment, mental health issues and finance.
• Identify any / all factors that may be contributing to rent arrears : money mismanagement, budgeting issues etc.
• Give advice and assistance with housing problems including information on housing options.
• Take responsibility for a designated caseload of tenants requiring housing support including the identification of prospective tenants. Assist new tenants, particularly vulnerable and young tenants to set up and maintain a tenancy and be able to access support needed. Together with the customer draw up a personal housing plan.
• Assist tenants with security and safety matters within their home including door / window security, advice regarding household appliances and controls for heating, providing details of the repairs service and how to report and arrange repairs.
• Actively work with the tenants and colleagues around issues placing the tenancy at risk including breaches of the tenancy agreement : arrears, harassment, nuisance and other disputes when required.
• Build effective relationships with external agencies (both statutory and voluntary) and maintain a knowledge base of these to signpost customers as required. Share information, where appropriate and in line with data protection and confidentiality, to meet the needs of the tenants.
• Ensure the maximisation of rent collection in line with targets and reduce rent arrears on a continuing basis through the effective enforcement of the rent arrears policy, procedure and systems working alongside the rents officer.
• Work in a performance target-led environment and have a commitment to attaining those targets.
• Prepare timely and accurate reports.
• Identify and implement good administrative practices and procedures.
• Maximise income collection by providing advice on welfare benefits and make referrals to specialist services and agencies where appropriate.
• Maintain up to date knowledge of best practice in respect of all relevant administrative, legal and financial procedures.
• Respond promptly and effectively to enquiries or complaints with regards to rent or associated housing matters in accordance with Stay’s policies.
• Maintain appropriate and accurate records to comply with statutory and service-wide reporting requirements. Proactively monitor and report to the Housing Team Leader in respect of service delivery, performance indicators and targets.
• Maintain up to date knowledge of housing management practice and all relevant Stay and Housing Team procedures in to ensure the processes, systems, policies and procedures are adhered to and to contribute to the development of any reviews.
• Integrate tenant care into working practices through a ‘Tenant First’ approach, ensuring tenants are treated with respect and courtesy and experience a ‘seamless’ service. Adhere to Stay’s standards of tenant care in respect of answering correspondence, telephones and complaints.
• Maximise the use of information and communications technology to support the service and deliver efficiency improvements. Maintain up to date knowledge of systems and applications.
• Work collaboratively with the referral and assessments officer to evaluate applicants, conduct thorough needs and risk assessments, and perform reference checks before extending accommodation offers.
• Carry out an appropriate induction to the allocated Stay property once an offer has…