Former Tenant Arrears Officer

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Job Title : : Former Tenant Arrears Officer
Job Reference : : Former Tenant Arrears Officer
Location : : Wood Green, Greater London, London
Salary : : 13.20 p/h
Posted on : : Tue Jul 10, 2018
Apply before : : Fri Aug 10, 2018
Job Type : : Contract
Experience required : : Any experience
Job category: : Social Housing
Job Skills : ,
 Job Description

• To provide a high quality housing management service to tenants and leaseholders;

• To act as the Associations ambassador building positive relationships with tenants & leaseholders, ensuring their homes and local communities are good places to live;

• Taking responsibility for a ‘patch’, liaising with other departments to aim for ‘right first time’ resolution of tenancy and estate issues;

• To assist the Association in building positive Family Mosaic Communities within their own ‘patch’;

• To assist the Association in meeting its Key Performance Indicators around housing management.

NB: this post will require extensive travel across a large geographical area.

Key Responsibilities:

• To ensure that Industry Standards are being fully met, ensuring that local offers are developed with tenants;

• Work closely with CCL colleagues to achieve ‘right first time’ targets for tenant and leaseholder queries;

• Respond & complete enquiries from tenants/leaseholders and other agencies within target timescales;

• Build strong links with tenants/leaseholders and the communities within own patch through mobile working, aiming to spend 60% of time out on the ‘patch’;

• Ensure easily accessible to tenants/leaseholders including the use of regular surgeries within own ‘patch’;

• To ensure tenancy conditions are adhered to;

• To lead on My Place within own patch, aiming to move all to Gold, developing local offers with tenants where local issues arise.

• To ensure that Properties and Estates are maintained to a high quality standard, regularly monitoring through Estate Inspections and promptly actioning areas of concern;

• To oversee the management of gardening and cleaning services within own patch either via contractors or own caretaker services, ensuring specifications are being followed;

• To work closely with other departments to ensure high quality services being provided including asset management, incomes, communications, supported housing etc.;

• To support tenants in repairs reporting and outlining tenant and landlord repairs responsibilities.

• To liaise with the repair contractor to ensure an efficient repairs service is provided to tenants, escalating problems if they occur;

• To identify works required around cyclical decorations, replacements, improvements to assist Asset management in planning works programmes;

• To have input into design and layout of proposed new developments within patch;

• To support the housing options teams with identifying under occupiers, over crowding, signposting tenants to their services. Assist in viewings/sign up of new tenants when required, particularly around handover of new developments;

• Carry out 6 weekly new tenant welcome visits to assess any needs, planning how to meet or to signpost to other agencies/services and review at least annually;

• To lead on community investment and resident involvement work in their patch utilising support from Inclusion officers.

• Work closely with social and financial inclusion teams to be able to confidently signpost tenants to encourage take up of training, education and employment;

• To undertake tenancy audits to ensure stock is being used for its purpose, taking swift action where sub letting is found;

• Liaise closely with Income and Service Charge Officers to ensure correct levels are charged and to maximise rent and service charge collection;

• Work with tenants from sign up to prevent debt from occurring signposting to welfare rights colleagues where required;

• To lead on providing personal housing plans for tenants increasing the choice and control they have in accessing our services;

• To monitor and manage ASB cases in line with Association policies;

• Attendance at Court to present cases where possession is required;

• Promote tenant involvement by attending meetings. Work with tenant representatives to improve service delivery taking full account of tenant’s needs;

• To strive for continuous improvement in tenant satisfaction levels;

• To work closely with colleagues, directing and fully participating in community regeneration activities within patch;

• To ensure record keeping completed promptly and accurately on at least a daily basis;

• To receive personal callers in a professional and courteous manner and attend appointments promptly and fully prepared

• To carry out other duties in line with the above, as requested by line manager.

• Flexibility to work 1 evening shift per week, and some evening/weekend work as required.

Other Skills and Knowledge:

• Ability to quickly assess information and situations, make common sense decisions and communicate these clearly.

• Experience of a housing management service including
Estate services, maintenance, the enforcement of the tenancy
agreement, Housing and Welfare Benefits advice and/or experience working in a challenging customer service environment

• Personal safety, risk assessment and handling conflict.

 Good verbal/written and numerical skills required.

 IT literate and competent in the use of Microsoft packages and an integrated housing management system.


Technical Skills

• Ability to understand and apply landlord and tenant legislation
• Ability to represent the Association in the County Court and liaise with solicitors
• IT literate and competent in the use of Microsoft packages and an integrated housing management system
• Interviewing, advisory and negotiating skills

Pleasing the Customer

• Able to work with customers in a sensitive manner to ensure tenancy conditions are maintained
• Demonstrable experience of anticipating, meeting and improving standards set for customer service, balancing their expectations with available resources

Communicating Effectively

• Strong written and verbal communication skills demonstrating the ability to write clear, concise letters to tenants and others
• Demonstrable experience of good record keeping and information recording

Business Awareness

• Able to assess risk to customers, yourself and other staff
• Able to implement the Association’s equal opportunities policy as an
integral part of duties

Team Working

• Demonstrable experience of working and communicating well with colleagues

Learning & Developing

• Continuously updating and improving your working knowledge through
various means, on your own as well as in organised training

Achieving Results

• Work outside normal working hours, including a later shift one day a week from 1-9pm and occasional evening and Saturday meetings and events
• Ability to work alone, providing own motivation to meet deadlines
• Demonstrable ability to manage a complex caseload, identifying and prioritising work to meet targets and respond to the demands of various different customers, both within and without the organisation

Apply before : Fri Aug 10, 2018
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