Housing Officer

3 weeks ago

Westminster, United Kingdom ConnecMe2 Full time

Housing Officer WCR Band 2 Mid-Rate

The council’s Housing Services are high profile and vital to maintaining and enhancing the city council’s reputation.

Manage a designated patch of properties, this may include Social Housing tenants, Council leaseholders, Community Supported residents and some out of borough properties. Deliver friendly, effective, professional and high-quality service to all residents and services users.

Lead the management of your patch taking ownership and accountability of all issues ensuring they are progressed as well as leading on communication with residents’ groups, customers and stakeholders.

Lead on the development, progress and publicity of estate action plans in line with the Estate Action Plan procedure, working closing with key residents and attending meetings as required.

Provide a visible presence on estates. Carry out home visits. Carry out quarterly estate inspections and attend local surgeries as required.

Lead on engagement with residents within the housing patch. Establishing regular estate meetings to discuss issues and develop and monitor estate action plans. Work with a range of Council and external services to support residents. This will involve working closely and co-operatively with the Housing Income Team, ASB team, Leasehold Services, Repairs, Housing Solutions, Estate Services, Customer Services, Major Works engagement team, Development teams etc.Safeguard vulnerable residents through investigating concerns received from other services, investigating and making referrals for relevant support.

Working in partnership with a range of services to support vulnerable residents including, but not limited to; Social Services, Mental Health services, Drug and Alcohol services and Floating Support. Attending case conference or similar meetings as required. Proactively making welfare calls to vulnerable residents.

Carry out flexible tenancy reviews and renewals and other programmed tenancy reviews relating to WCC initiatives such as healthy home visits, tenancy audits, under-occupation visits and joint housing needs assessments with WCC relocations’ team in regeneration areas.

Manage post sign-up new tenant visits to support tenancy sustainment. Assist with access to properties, including legal action if required, unless in an emergency, upon completion of the process by the M&E, repairs teams, commercial or compliance teams. This includes access for gas, electric and secondary means of escape (SME) inspections as well as access for leaks and major works, where required regardless of tenure. [In south area to send out all correspondence for the PDHU Team] To coordinate the delivery of letters to blocks affected by surveys by Cadent, formerly National Grid, as well as assist with access to properties, including taking legal action, if required.

Assist with repairs investigations and attending with repairs for vulnerable residents and for forced entries if repairs staff are not available as well as arranging decants and processing disturbance payments, decoration allowance payments and rent refund forms.

Process Home Loss Payments in regeneration areas.

Ensure stock is managed effectively through activities such as fraud and short lets prevention, detection and enforcement.

Carry out initial investigations into suspected cases of fraud and make referralsto the Corporate Anti-Fraud Team as required.

Assist with investigations for Airbnb complaints and residency check requests required by the Leasehold Operations Teams. Investigate and provide evidence to support leasehold enforcement action.

To assist the Disrepair and Governance Teams by providing copies of housing files when required for legal claims against the Council or as requested as part of a GDPR or Freedom of Information legislation.

To work on the Housing Area Service Centre reception based on a rota. Take on associated work as reasonably directed by the housing services manager and area services manager.Ensuring that a Lone working device is used when lone working in the borough. Maintain an approachable and professional outlook while working in a highly demanding fast paced front-line services role. Follow the WCC equalities framework policy, acting in ways that support equality and fair opportunities for all staff and demonstrates an understanding of the benefits of equality and diversity.Budget Responsibilities: None What do we expect this role to achieve?

The post holder will support the Housing Neighbourhood Division in: Delivery of a high standard of services to Council residents ensuring that relevant processes and procedures are followed. Maximising resident satisfaction with the services provided. Customer focussed service that is professional, friendly and polite providing responses to residents of a consistently high standard within agreed timescales. Effective safeguarding of residents and support for vulnerable tenants to support tenancy sustainment. Effective engagement

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