Administrator

1 month ago


Truro, United Kingdom iWork Recruitment Limited Full time

Contract to start 01-03-23 until 23-05-23 with a possible extension.

**Job purpose**

The post holder is responsible for providing senior administrative and technical support for the service as a whole, supporting the delivery of all PSH work areas. Responsible for work of a significant or complex nature covering Complaints, HMOs and Empty Homes and the current Service Plan and Team objectives.

To be the interface between customers and officers providing a first class, accurate and friendly first response to a diverse range of daily enquiries and issues.

The post holder will contribute to the smooth operation of the team support service which is vital to contribute to the protection of the health, safety and welfare of occupiers in rented accommodation including the most vulnerable members of society and tackling the detrimental under use of long term empty properties and associated environmental impacts.

**Accountabilities**

Manage and maintain a case load of between 20 and 30 housing service requests each month.

To sign post complainants to other organisations who may be able to help the tenant, for example, Cornwall Housing’s Information and Advice and Housing Options teams, Fire Service, Police, etc. The role holder must understand what each service/organisation does and how they may be able to help.

To guide the complainant through the complaints process discussing what needs to happen at each stage and what risks there may be, i.e not following the complaints process may result in no protection from retaliatory eviction.

The role holder must, in certain circumstances make the initial contact with the landlords to advise them of the complaint, where the occupier is unable to do so. This requires a tactful approach to notify them of the issues and also knowledge of what a landlord is legally required to do and what the consequences are if there is non-compliance. During these conversations the role holder makes the decision whether the representations made by the landlord are satisfactory to resolve the complaint and may result in the complaint not being allocated for inspection. This situation would then be monitored by the role holder to ensure the undertakings are completed. They would advise the complainant of this outcome.

Responsibility for direct correspondence with property owners/managers in relation to compliance with the statutory licensing scheme.

Using initiative to work with potential applicants to consider points of difficulty/conflict and arrive at a satisfactory outcome.

Make safeguarding referrals where appropriate.

Many complainants are vulnerable persons and the role holder, through their conversations, may be concerned as to the welfare of that person.

When the situation becomes more serious, and a complainant threatens to harm themselves the role holder will have undergone appropriate training to be able to identify the warning signs and use the pathways to make them safe. This will then require referrals to safeguarding, police, etc.

To act as an intermediary between landlord and tenant.

Often the relationship between a landlord and their tenant has broken down to a level where communication is very poor. The role holder will act as a mediator between the landlord and tenant to reach a common/amicable position either to gain access to look at defects or for contractors to gain entry to undertake works as the result of a complaint.

The role holder is fully aware of the Client’s zero tolerance initiative on abuse and the reporting procedure for violent, aggressive and unacceptable behaviour and be confident in advising the perpetrator of these policies.

The role holder will also receive requests from their staff for documentation such as copies of notices to substantiate claims being made.

They will also refer their clients through to us if there is evidence of defects within the property.

Allocation of cases (HMO Licensing and Housing complaints) to the enforcement officers.

Housing complaint cases are allocated by the role holder where there is evidence that a letter has been sent by the occupier, no response or an unsatisfactory response was received and a disrepair form has been completed.

Depending on the circumstances one or more of these elements may not be present but the allocation will be at the discretion of the role holder.

The role holder must allocate cases based on current officer workloads, geographical location and relevant skills or attributes which are appropriate to the case. For example, the role holder has to be aware if a property provides safe and secure accommodation for women fleeing domestic violence, in this case it would not be appropriate to send a male officer.

The role holder will use their discretion should a complainant specifically request a male or female officer taking in to account the points above.

To ensure there is effective communication both internally and externally by:
Ensuring a professional/competent image fr


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