Housing - Managing Agent and Concierge Services

**Managing Agent Enhanced Provision - St Oswald’s Court, Fender Way, Prenton**

Inclusion Housing is a social enterprise company with a national reach and substantive growth program. Our mission is to provide flexible, innovative housing solutions and life opportunities in partnership with others to work with and on behalf of vulnerable people. To be the leading health & social care landlord for vulnerable adults’ is Inclusion Housing’s vision. Our Managing Agents not only assist us in achieving this vision but will play a fundamental part in growing and developing the business over the coming years.

**The role**
- Part time role, circa hours of 21 per week working Monday to Friday.
- Salary: circa. £16,500 based on a pro rata full time salary of £27,500.00 per annum
- 25 days paid annual leave plus bank holidays
- Location: Scheme based for provision of concierge related housing services at St Oswald’s Court, Fender Way, Prenton but will also involve some travel so therefore a driving licence and a car owner is essential for this post
- Note: the role is aligned to and encompasses the Inclusion Managing Agent position which delivers additional Intensive Housing Management functions.

**Job Purpose**
- Deliver effective housing solutions for a range of tenants with support needs.
- Deliver landlord and housing management services to a flagship complex of supported living apartments in partnership with the Local Authority.
- Deliver effective partnership working and relationship management along with an excellent level of customer care to all tenants, carers, family members, visitors and stakeholders living in or visiting the scheme.
- Ensuring customer excellence, effective partnership working, effective performance management and the promotion of a positive reputation of Inclusion Housing, its communities and service.
- To ensure effective performance management of the designated portfolio by minimising voids, low level of arrears and meeting service standards.
- To ensure that the Regional Operations Manager is appropriately briefed on key matters, and that issues are quickly escalated where there is, or likely to be, adverse impact on our performance, tenancy or scheme sustainment, and the overall services we provide.
- To contribute to the work of the wider Operations team.

**Duties include**:
**Joint partnership working with the assigned support provider, working arrangements aligned to the attached Interface Agreement**:
**Specific Duties**:

- The maintenance of security equipment - fob entry systems, CCTV, doors etc.
- Providing the care team with training on security equipment and processes at set up
- Supporting the Maintenance of building security during agreed hours of attendance
- Oversight of all maintenance activity relating to the site including but not limited to window cleaning, communal cleaning, gardening, and statutory compliance such as legionella, fire safety equipment, PAT testing.
- Cleaning windows
- Cleaning communal areas
- Jointly cleaning any spillages or debris they see in the communal areas during Hours of attendance by the estate manager
- Supporting less able residents to report repairs to their homes to the Landlord
- Assist in keeping communal food preparation areas clean and clear from debris
- Jointly with the care provider litter picking the external communal areas and encouraging resident participation
- The maintenance of the Telecare equipment
- Providing the Care Provider with training in the operation of the equipment
- Assessing the appropriate use of facilities

**Performance Management**
- Where new referrals are made and agreed by the allocations panel, to urgently meet the prospective tenant to discuss the accommodation and services we have to offer and to progress the tenancy sign-up as quickly as possible.

**Representative**
- To liaise and build productive working relationships with all relevant support providers, commissioning authorities, tenants, families, appointees and other local partners.
- To promote the work, services and success of Inclusion Housing at appropriate events and meetings.
- To discuss any tenant or scheme related issues with the on-site support team.
- Provide information for tenants, carers and families in relevant formats to provide signposting information for services and facilities (jointly with concierge)

**Customer Excellence**
- To ensure that we provide excellent customer service that is resident focused and responsive to local needs.
- To identify and work with tenants to establish ways of increasing their involvement in setting priorities and improving our services both within the scheme and more generally.
- To ensure a speedy and focused response to anti-social behavior and other breaches of tenancy conditions. Actions to be realistic, fast and efficient and supported by an effective action plan.
- To take ownership and responsibility for any related complaints and queries from tenants ensuring that the cust