Role Summary:

To provide a comprehensive customer focused neighbourhood housing service to Town and Country Housing (TCH) Residents. Supporting the Neighbourhood Services Manager in providing services to tenants and neighbourhoods, ensuring properties and estates are well managed and maintained with high levels of customer satisfaction with Neighbourhood Services.

You will represent TCH in the community, liaising with residents, strategic partners and other agencies. Along with managing a patch of properties in accordance with the policies and procedures of TCH including managing low /medium level anti-social behaviour, tenancy management and estate and contract management.

You will be responsible to draw up and implement Neighbourhood Improvement Plans and associated action plans to deliver resident centred improvements to local neighbourhoods.

Additionally you will work with internal teams and external agencies to ensure tenancy terms and conditions are enforced. Ensuring we engage with tenancy sustainment, to include support as a preventative tool.

Role Specific Responsibilities:

The tenancy and estate management of a patch of properties including the day to day management of a defined number of properties.

Ensure the effective management of empty properties by implementing pre-void inspections and new tenant sign ups within target timescales.

Undertake home visits and interviews to advise and resolve housing management issues, including tenancy issues or breaches of tenancy.

Manage and monitor low – medium level anti-social behaviour cases in line with procedures and providing customer focussed solutions.

Undertake tenancy audits in accordance with policy and procedure to a minimum of 20% of the patch total each year to ensure that our tenancy records hold up to date information on household members and contact details, including e-mail addresses.

Work with the Community Safety Team to Investigate any possible tenancy fraud or subletting identified as a result of completing the tenancy audit.

Identify and implement minor environmental improvements on the patch from a defined budget.

Manage and monitor relevant budgets and authorise payment of invoices in line with financial regulations.

Work with the community on neighbourhood planning in line with business objectives for priority estates, bringing local businesses and statutory and voluntary agencies together to change and improve quality of life issues.

Actively work with other agencies, both voluntary and statutory to provide added value to the service.

Institute and implement customer service and new procedural activities. To include research and project initiatives as required.

Use a range of IT and management systems effectively ensuring up to date recording and processing of data and implement new systems as required.

Work in partnership with local councils and parish councils to instigate and manage neighbourhood projects and maintain a positive relationship with councillors and key council staff, attending meetings and consultation events where appropriate.

To represent the Association at agency meetings in relation to individual tenants, community safety and community development.

Carry out procedures and administration relating to tenant rights, mutual exchanges, succession, joint/sole tenancies, abandoned properties etc.

Produce reports and maintain up to date, clear records and statistics in relation to all duties including computer records.

Attend evening meetings and be flexible to work outside core working time.

Job General Information:

To adhere to the equal opportunities policy and to actively promote equality of opportunity wherever possible.

Recognise, respect and promote the different roles and diversity of the individuals within the business.

To actively contribute towards key performance indicators and professional standards.

Work in accordance with the General Data Protection Regulations (GDPR) and Data Protection Law and be responsible for the integrity of personal information you process. This may include identifying anomalies in data and investigating and correcting them where appropriate. Ensure you attend training on data protection regularly.

To be responsible for your own health and safety and that of your colleagues, in accordance with the Health and Safety at Work Act (1974) and relevant EC directives.

To take responsibility for your own development and professionalism, ensuring that you keep up to date with new developments and continuously expand and build on your knowledge.

Attend and participate in training and other meetings and staff events as required.

Be an effective member of your team, presenting a positive impression of your section and the business.

This job description is a guide to the nature of the work required. It is not comprehensive and it is expected that other duties will be undertaken as this role develops and as may be reasonably expected.

Required Education & Qualitifications:

Full driving licence and access to own transport.

Required Key Skills and Competencies:

Previous experience managing social housing stock.

Ability to communicate with a range of stakeholders face to face, in writing and on the telephone.

Ability to produce clear and concise written reports.

Ability to work on own initiative and initiate new ideas.

Demonstrable achievements in dealing with cases of anti-social behaviour.

Self-motivated with the ability to prioritise workload and be effective in time management.

Effective use of IT management systems, Word, Excel and Outlook.

Effective use of Social Housing Management Systems.

Ability to be flexible in approach to changes in the working environment.

Demonstrable achievements in improving services for customers, and in motivating others to deliver excellent services.

Demonstrated ability to build and sustain effective external networks.

Knowledge of housing policy and good practice in the sector.

Commitment to equal opportunities and customer engagement.

A passion for innovation and best practice.

Personal resilience and a high degree of self confidence and determination.

Personal commitment to a culture that emphasises continuous improvement through staff development and personal growth.

Excellent communication skills.

Required Behaviours:

The strength and drive to meet high standards and commit to challenging goals and objectives.

Able to analyse information and data logically and reach sound conclusions.

Understand the business environment of Town & Country.

The desire to address the needs of customers in a way that shows commitment to excellent customer service, seeking feedback to drive product improvement.

Evaluates and reviews work to meet high personal standards that consistently meet or exceed expectations.

The ability to interact and build productive relationships internally and externally.

Communicates effectively and professionally, projecting a positive impact on recipients.

The ability to develop professional curiosity.

Ability to think innovatively while assessing risks and opportunities in a measured way.

Demonstrates resilience in pressured and stressful situations