Housing Officer

3 weeks ago

Exeter, United Kingdom CORNERSTONE HOUSING LTD Full time

Responsible to : Housing, customer & communities Manager
Responsible for : No line management responsibility

Salary : £32,300 /year depending on experience and qualifications
Hours: 35 Hours per week

Overall aim : To provide a customer focused housing management service that works with customers, colleagues and partners to create neighbourhoods and communities that people love to come home to.

Main Tasks:

- To provide excellent housing management services to customers and potential customers including tasks in tenancy and neighbourhood management, lettings, arrears and customer involvement and empowerment.
- To ensure that customers voice is being heard and that customers have meaningful input into service delivery.
- To monitor own outcomes in key performance areas in collaboration with, and under the direction of, the management team.

Job Activities

**1. TENANCY MANAGEMENT**

1.1. Carry out tenancy visits to new and existing customers as part of targeted or routine tenancy monitoring. Assist with tenancy monitoring data management as required and provide support to colleagues to ensure effective tenancy management as required.

1.2. Take a holistic approach to managing tenancies, employing creative solutions and working with customers to resolve issues and sustain tenancies.

1.3. Work with individual customers and other agencies to ensure support needs are being met and that customers are signposted to services and resources which may improve their health and wellbeing.

1.4. Identify safeguarding issues, open and manage cases, refer and signpost customers appropriately in accordance with procedures and best practice. Work in partnership with other agencies to ensure the safety of vulnerable or at risk customers and their households.

1.5. Investigate and work collaboratively, with other agencies as required, to help resolve nuisance and anti-social behaviour using all available tools from early intervention through to enforcement. Case management of anti social behaviour, including implementing enforcement and legal action.

1.6. Identify, investigate and resolve tenancy related fraud.

1.7. Keep up to date with legislation, policy, procedures and best practice and share knowledge with the team.

**2. ESTATE MANAGEMENT**

2.1. Carry out regular estate visits to monitor the safety, appearance and upkeep of estates and the delivery of services to customers.

2.2. Work positively and collaboratively with customers, caretakers, cleaners, gardeners and maintenance staff to address areas of concern and to bring about neighbourhood improvements where needed.

**3. LETTINGS**

3.1. Carry out property inspections and liaise with outgoing customers and colleagues to minimise maintenance works and re-let times.

3.2. Assess housing applicant eligibility and suitability for housing and identify and address support needs to promote tenancy sustainability, signposting to services and working with partners.

3.3. Provide a welcoming and informative service for new customers via viewings and sign up’s.

3.5. Provide support to the Housing Assistant, and cover for the role, as necessary.

3.6. Work with under-occupiers, supporting them to downsize where possible.

**4. RENT ARREARS**

4.1. Engage positively with customers to prevent and minimise rent arrears and other debts, signposting them for further support and assistance where needed.

4.2. Provide cover for other colleagues in managing customer accounts, following the relevant policies and procedures.

**5. CUSTOMER VOICE, INVOLVEMENT AND ENGAGEMENT**

5.1. Welcome and encourage customer feedback and work positively to resolve customer concerns.

5.2. Seek to identify individual customers or groups of customers that could become more involved in customer scrutiny or engagement work.

5.3. Co-ordinate and attend engagement activities, work with partners and help customers and the wider communities to come together to take action on things that are important to them.

5.4. Contribute to the development of customer communications relevant to your role including newsletters, leaflets, guides, social media and other promotional material.

**6. PERFORMANCE MANAGEMENT**

6.1. Measure and monitor your own outcomes in all housing related key performance areas including customer satisfaction and engagement, tenancy and estate management.

6.2. Promote a culture of continuous improvement in all service areas to ensure that we are actively seeking to provide excellent services to our customers.

**7. GENERAL DUTIES**

7.1. Promote Cornerstone’s vision and values in all that you do.

7.2. Work positively and collaboratively with customers, colleagues, other agencies, and third parties to ensure strong working relationships and a good standard of service delivery to customers.

7.3. Ensure that you are fully acquainted with and follow the law, regulation, policies and procedures as they relate to your post.

7.4. Ensure accurate records are kept on files and database

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