Housing Officer

2 weeks ago

Brentwood, Essex, United Kingdom CRA GROUP LIMITED Full time
Job Summary

We are seeking a highly skilled and experienced Housing Officer to join our team at CRA GROUP LIMITED. As a key member of our Estate Management team, you will be responsible for providing a high-quality estate management service, ensuring outstanding customer service and service delivery.

Key Responsibilities
  • Enforce the Council's Income Management Policy and procedures, including proactive discussions with customers, pre-court visits, and court attendance.
  • Pursue rent arrears in accordance with the Income Management Policy, visiting tenants in their homes if necessary outside working hours to discuss and secure a reduction in arrears.
  • Assist in providing an excellent rent accounting service delivery, including the administration of the direct debits system.
  • Provide advice and assistance to customers in relation to welfare reform to ensure future tenancy sustainment.
  • Assist in maintaining the Pre-Tenancy Service to encourage tenants to adopt a payments culture.
  • Provide a consistently outstanding service that demonstrates the Council's corporate values and makes a real difference to residents' lives, including ensuring our properties are well presented and maintained.
  • Ensure that services we deliver are customer-focused and responsive to local needs, working closely with our tenant Participation Groups and encouraging involvement and feedback.
  • Ensure an appropriate and focused response to Anti-Social behaviour and other breaches of tenancy conditions, taking action that is realistic, fast, and efficient, and supported by an effective action plan.
  • Visit prospective residents prior to lettings, carrying out accompanied viewings, and ensuring effective sign-ups for tenants.
  • Process Mutual Exchanges in accordance with the strict legal guidelines, ensuring documents are collected and maintained in an organised manner.
  • Take ownership and responsibility for any service-related written or verbal complaints or enquiries from the public, Council staff, statutory agencies, or other bodies, and respond promptly and efficiently within the set timescales.
  • Visit estates and tenants in their homes if necessary outside working hours to resolve tenancy disputes and complaints on a full range of estate management issues.
  • Assist in monitoring the condition of estates, having particular regard to the condition of amenity greens, tenants' gardens, trees, parking, and abandoned vehicles, and liaising with caretakers to ensure delivery of this within appropriate timescales.
  • Report repairs and liaise with the Repairs team and external contractors to ensure expedient completion of necessary works within the agreed performance targets.
  • Assess a customer's circumstances and liaise with all appropriate agencies, including Police, Social Services, CMHT, Job Centre, Benefits agency, Citizens Advice Bureau, etc., to ensure tenancy sustainment.
  • Carry out home visits and liaise with statutory, voluntary, and other external agencies, including attendance at case conferences or other meetings as necessary.
  • Maintain accurate written and computerised records of progress and outcomes for all casework, and competently use computerised technology, including Microsoft Office, the internet, Nafn Uniform, and in-house systems such as Orchard and Locata.
  • Maintain and provide statistical information relating to Relet figures, rent arrears, Anti-Social Behaviour, and customer satisfaction rates as required by the Head of Housing or Housing Manager.
  • Develop and maintain effective working relationships with other Council staff and a variety of statutory and voluntary agencies, including Social Services, Police, Probation, and other local housing providers.
  • Be an active and willing member of the Estate Management team, participating in all duties and providing cover for colleagues.
  • Attend and participate in internal and external meetings as required.
Essential Experience Required
  • Knowledge of the Orchard Housing Management System.
  • Substantial experience of working in a Social Housing environment.
  • Practical experience of income recovery and debt collection.
  • Ability to compile and maintain accurate casework.
Additional Information

This post is Hybrid (4 days onsite). A valid full UK driving licence is required. The willingness and flexibility to work outside normal hours as necessary are essential.

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