Principal Tenancy Officer

1 month ago

London, United Kingdom Islington Council Full time

This is a fantastic opportunity for 2 tenancy experts to join our lively, enthusiastic and welcoming Intensive Tenancy Sustainment team.

With experience in Housing Management, Housing-Related Support, Homelessness or similar, you will use your excellent customer service skills and person-centered approach to undertake tenancy-related casework and provide advice and support to our most vulnerable residents, empowering them thrive and live well. This includes: people with complex needs, people who have experienced domestic violence and abuse, vulnerable older people and those with physical health challenges and those at high risk due to antisocial behaviour and crime (including working with perpetrators).

You will have a strong focus on crisis intervention, prevention of harm and management of risk, empowering residents to maintain and build their resilience and independence, and on partnership working and integration with other specialist services.

The Homes & Communities team is changing. Our three-year Departmental Plan sets out an ambitious vision for the service, using our unique position in and around 28,000 council-managed homes to enable our residents to thrive and live well. As part of this, our Tenancy Management, Antisocial Behaviour and Customer Services teams were restructured at the end of 2019 to deliver a new service model focused on early intervention and prevention.

Our new structure has three ‘tiers’ providing tenancy services to residents with different levels of engagement and need. You will be based in the Intensive Tenancy Sustainment team, offering holistic interventions to residents with a range of high risk, acute needs. You will enable our most vulnerable residents to address their underlying issues, as well as their presenting tenancy management concerns, thus enabling them to stay safe, maintain their tenancies and thrive.

Since the service was launched we have been learning and adapting to the challenges of the past year, and you will have a great opportunity to contribute to the development of the team.

We look forward to hearing from you.

**Closing date**: Monday 12th February 2024 at 23:59

**Proposed Interview/Testing date**: To be confirmed
- Ensure the Housing department provides a pro-active, short to medium-term crisis intervention and tenancy sustainment service to tenants at high risk of harm, building on their strengths to facilitate personalised, creative and realistic interventions that reduce risk and promote resilience and recovery.
- To provide expert housing and tenancy-related advice and support directly to council tenants, their families, advocates and other professionals including the wider staff team, and support colleagues to do the same.
- Support the team to establish and maintain expertise in the range of issues that jeopardise the sustainability of a tenancy or the welfare of the tenant, developing and implementing a suite of tools and resources to support the delivery of the service. In particular, to take the lead in developing expertise in areas of specialism.
- To work flexibly with the Service Manager to ensure cover is available to respond to emergencies and other ‘on-the-day’ service requirements involving the most vulnerable residents.
- Support the development and implementation of robust processes for assessing, recording, managing and reviewing risks and vulnerabilities (including directly undertaking risk assessments / formulating safety plans), ensuring that these are dealt with at an appropriate level within the service structure and that cases are escalated / de-escalated seamlessly. Ensure that demand for the service is managed effectively and that unnecessary, wasteful demand is minimised.
- To work in partnership with other service areas and teams in relation to service development, multi-agency panels and individual cases. To understand the role of all relevant statutory and non-statutory services available to residents and support the team to make relevant referrals to safeguard and support them as appropriate.
- Build a strong locality-based interface with residents to ensure that their voices are heard and that provision is aligned to need through co-production and co-design principles.
- Optimise service delivery through flexible working, co-location and integration with the wider Tenancy Services structure, other teams and service areas, including maintaining effective matrix management arrangements, Service Level Agreements and similar
- Contribute to delivery and monitoring of a set of challenging KPIs, measuring the effectiveness and continuous improvement of the service.
- Contribute to specific projects for the Intensive Tenancy Sustainment Service, enabling vulnerable residents to thrive and live well. Develop innovative responses to changing circumstances and problem solve with a high degree of responsibility and independence. 
- Contribute to the development and delivery of a programme of visits, using dat

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