Housing Concierge

**Post**: Supported / Sheltered Housing Concierge

**Responsible To**: Building Safety and Compliance Manager

**Service Unit Provision: Housing Services**

**Purpose**

The housing concierge service is available to all tenants within East Boro Housing Trust’s sheltered and supported housing schemes and the Trust’s staff will provide the service to tenants as part of its housing landlord duties.

To make sure the buildings and facilities in supported and sheltered accommodation is safe, well managed, compliant, and meets our Health and Safety standards and estate management service standards.

By developing effective working relationships with care/support providers, external contractors, colleagues, residents and their visitors to ensure services are delivered to a good standard.

**DUTIES & RESPONSIBILITIES**

**Buildings and Communal Facilities**

Carrying out monthly inspections of the building/estates, including health and safety issues, to address increased wear and tear to the building and facilities including fixtures and fittings.

Carrying out quarterly estate management assessments, including the standard of cleaning, grounds maintenance and window cleaning to help to ensure a good service is delivered.

Ordering and facilitation of replacement equipment, furniture and white goods provided in common parts by the Trust.

Facilitating and reporting day to day repairs to common parts.

Arranging and monitoring access to the building.

Monitor the security of the building (locking doors/alarm checks) and report any concerns to the Building Safety and Compliance Manager.

Co-ordinate and manage the bookings for sheltered housing scheme communal lounges and guest rooms.

Assist with planned/unplanned fire evacuation/drills as required.

Monitoring the use of communal areas and CCTV.

Advise tenants on using equipment provided by the Trust within the common parts of the buildings i.e., laundry equipment, door entry systems, key safes, lifeline etc

Monitoring the condition of aids and adaptations installed to the common parts of the building and co-ordinate requests for the installation of new equipment.

Monitor and keep up-to-date records of PEEPS and ensure that this information is accessible by staff and the local fire service as required.

Carrying out a visual inspection of portable electrical appliances provided in common parts by the Trust and report any concerns with the safety of the equipment to the Repairs and Estates Manager.

**Partnership Working**

Maintain regular contact with the care and support providers who provide services to our tenants to ensure that care and support packages/providers are in place. Promptly notify the Tenancy and Partnership Manager of any concerns with these arrangements.

**Lifeline**

Installation of new/replacement lifeline equipment including the programming of the units.

Testing of the Pull Cord Telecare system.

Testing of the battery-operated smoke detection.

**Administration and Reporting**

Co-ordinate, record, respond and file correspondence in relation to housing concierge functions.

Regularly provide your line manager with statistical information and reports and overall statistics for the Director of Housing Services.

**Financial**

Take responsibility for being aware of, identifying and recommending opportunities for improved value for money across the housing services department.

**Customer Focused**

Be proactive in monitoring customer satisfaction to ensure the delivery of quality service which meets the company targets as well as exceeding customer expectation, taking responsibility to ensure continued awareness of current best practice and innovation in the sector.

Foster strong relations with statutory partners and engage with and develop relationships with other new and appropriate partners, in delivering holistic housing concierge services.

Maintain a strong working relationship with colleagues in the Housing Services Department and Care and Support teams to ensure good quality services are provided.

Take ownership for the Trust’s development towards a highly professional tenancy and partnership service.

**Other Tasks**

To promote the Trust’s core values and ethos.

To foster constructive and collaborative working relationships with stakeholders and partner organisations.

To participate in the continuous improvement of service delivery ensuring that policies and procedures comply with legislation and regulatory requirements.

**Governance and Compliance**

**Safeguarding Statement**

The Trust is committed to safeguarding and promoting the welfare of tenants and expects all staff to share this commitment.

**Confidentiality**

The employee shall not either during his/her employment or at any time after its termination:
Disclose any information related to any service user or any matter related to their work at the Housing Trust to any person or persons (except to those authorised by the housing Trust to know)

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