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Lead Tenant Officer

2 months ago

Rugby, Warwickshire, United Kingdom CRA GROUP LIMITED Full time
Job Summary

We are seeking a highly skilled and experienced professional to join our team as a Lead Tenant Officer at CRA GROUP LIMITED. This is an exciting opportunity to take on a leadership role in our Housing Services department and contribute to the delivery of high-quality services to our tenants.

Key Responsibilities
  • Represent the Council in legal proceedings in regard to all court processes relating to housing management.
  • Conduct final reviews on all tenancies at risk of eviction and identify the next steps to be taken in an effort to sustain the tenancy.
  • Supervise the Housing Officers in delivering a housing management service for all tenants of the Council in general needs housing and Independent Living schemes.
  • Provide advice, assistance, and information to tenants and the general public by way of office interviews, home visits, telephone calls, written correspondence, and email efficiently and courteously with particular emphasis on customer care.
  • Liaise with all housing teams, Housing Services Team Leader, and other officers to ensure appropriate support is provided in the delivery of housing services and to identify and resolve any complaints or problems.
  • Work with internal departments and external organisations to ensure where possible tenancies are sustained through a multiagency approach and individual support packages.
  • Monitor, install, and coordinate the use of noise recording equipment.
  • Support Housing Officers to investigate and process all housing management requests such as transfers of tenancy, mutual exchanges, and succession in accordance with current legislation.
  • Supervise Housing Officer to investigate, report, and act upon possible breaches of tenancy conditions using all appropriate methods including Court action to remedy breaches.
  • Manage and investigate high-risk complaints of antisocial behaviour and neighbour disputes and take prompt and appropriate action against offenders in conjunction with other agencies such as the police and social services. Ensure accurate records are maintained, collate witness statements, and ensure we are working within current legislation.
  • Support Housing Officers to prepare a full evidence package in neighbour nuisance and antisocial behaviour cases for instructing legal action and following through to conclusion of any Court action.
  • Promote tenant participation wherever possible, establishing and maintaining productive links, and promoting equal opportunities within the service.
  • Work with residents and other agencies to develop and maintain community agreements.
  • Subject to data protection procedures, lead on liaising with other agencies on issues of tenancy sustainment.
  • Organise case conferences and attendance of all relevant agencies in appropriate cases in an effort to achieve a positive outcome for tenants in maintaining their tenancy.
  • Monitor and supervise Housing Officers to ensure all work is recorded on the housing management systems and prepare cases notes and reports for the Housing Services Team Leader.
  • Ensure all monitoring records are accurately maintained.
  • Prepare reports on statistical data for monitoring the service and recommending where improvements can be made.
Essential Experience and Qualifications
  • Previous experience of supervising staff in a Housing environment.
  • Previous experience dealing with the public both face-to-face and by telephone with a varying customer base.