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To deliver an enhanced tenancy and estate management service which continually improves the
quality of life and satisfaction with services for older and vulnerable residents and maximises the
opportunity to co-ordinate and work with key partners and stakeholders.
Description of duties:
Deliver a comprehensive enhanced housing management service to help residents maintain their
tenancy and ensure they are able to access and receive a range of housing and support services.
Work as part of a specialist team working with older and vulnerable customers and as such be responsible for identifying ways to develop and continuously improve the service.
The post holder must always follow appropriate guidelines and procedures to ensure the Council
provides the appropriate level of service in the most efficient manner.
Complete systematic monitoring and inspection of sheltered housing schemes to provide secure,
clean and well-maintained communal areas and services including ensuring residents needs are
taken into account for planned maintenance.
Report and monitor completion of household repairs for residents less able to do so and coordinate
/ deploy a handy person to provide a more accessible and tailored service.
Facilitate and promote social activities within the scheme and co-ordinate the use of communal lounge and guest room to enhance the quality of life for residents.
Manage the rehousing process including working with the void works team in property services to get the property into works and receive the property back once works are complete, to carry out viewings and sign up new and transferring tenants.
Deliver a tenancy management service tailored to the needs of sheltered housing residents, including the signing up of new tenancies and enabling residents to effect changes to tenancies including successions, name changes etc.
Identify breaches of tenancy, such as anti-social behaviour, illegal occupancy or sub-letting, and raise these with the sheltered housing manager who will direct investigations. Furthermore, to identify tenancies which should be brought to an end, and to alert the sheltered housing manager that a notice to quit should be considered, or to assist tenants or next of kin on how to end their tenancy.
Ensure the effective resettlement of new customers into vacant homes providing information about scheme facilities, tenancy related matters and local services to maximise customer satisfaction.
Maximise rent income through the effective management of rent accounts. Proactively alerting tenants to rent arrears, payment methods and signposting for help with benefits and other issues which may be preventing them from paying their rent. Actively reviewing rent accounts weekly using Iworld and printing and delivering statements and initial rent arrears letters. Logging all actions on Iworld, and identifying cases where notices may be required. Preparing notices of seeking possession (for signature by the sheltered housing manager) and delivering the notices.
Ensure there is compliance with all policies and procedures and working practices relating to
health, safety and welfare of residents and the management of schemes and services including
responding to emergencies.
Contribute to service development, improvement and resident involvement to achieve increasing
resident satisfaction with services.
Develop and maintain effective relationships with relevant stakeholders including internal and
external customers, colleagues, residents' groups, support and care providers and community
Routinely record key tasks as directed, and gather and provide data to measure service
performance and improve service delivery.
Knowledge & Experience
Evidence of a clear understanding of all aspects of enhanced housing management and an ability
to demonstrate commitment to continuous improvement
An understanding and knowledge of housing and other relevant legislation and regulatory
framework within housing.
Knowledge of dealing with safeguarding issues to ensure alerts are made efficiently and sensitively
Experience of working in a customer facing service and dealing sensitively and effectively with
customer issues, specifically with older and vulnerable customers
Experience of working within a performance management framework and reporting on KPIs and
An understanding of assistive technologies and operations, for example falls detectors, medication
alerts, flood sensors.
Ability to use information and communications technology to maintain up to date information and
retrieve information quickly and accurately to help customers.
Knowledge of health and safety legislation and procedures, and an understanding of its practical
application in the workplace and in relation to a customer centre and scheme locations
For further information please email [email removed] or call our Romford Branch on 01708 380 820