A small Housing Association in Central London is looking for a Housing Officer to join their expanding team. The focus of the role is delivering an exceptional customer experience to residents within a patch of properties.
Key responsibilities:
Looking after an assigned 'patch' of approximately 200 properties
Respond to queries and keep residents updated.
Carry out regular tenancy audits in the residents' homes.
Respond to complaints in line with procedures.
Provide advice to residents and signpost to other agencies where necessary.
Manage the tenancy end process
Lead on dealing with anti-social behaviour cases on the patch, including legal escalations and working alongside other agencies to reach a resolution.
Represent company at multi-agency meetings
Respond to queries from shared owners/leaseholders and liaise with other teams to ensure a satisfactory resolution.
Carry out the appropriate resident consultations
Processing applications from new applicants, internal transfers, and mutual exchanges
Carrying out follow up tenancy support after signup - settling in visits and routine visits
Providing general advice and assistance to applicants regarding their housing options.
Deal with abandoned tenancies, squatters, and unauthorised occupiers.
Monitor and action all cases where residents fail to pay rent due, including agreeing affordable repayment arrangements and ensuring that these are adhered too
Build strong and collaborative relationships with residents and the local community.
Work in partnership with agencies and charities to provide support for residents.
Ensure properties are kept in a good condition by diagnosing, raising, and managing necessary repairs.
Take responsibility for ensuring repairs are delivered quickly, effectively, economically,
and to the residents' satisfaction.
Ensure communal areas are clean, safe, and well maintained.
Essential requirements and skills:
The successful candidate will have previous experience in a similar role and exceptional communication skills, both written and verbal.
Ability to problem solve and work on own initiative.
Ability to work to changing deadlines and under pressure.
Make decisions and take ownership.
Accountable for own work and seeing cases through to completion.
Solution focussed with strong negotiation skills to successful resolve complex cases
Good working knowledge of Microsoft Office packages (Word, Excel)
Ability to work accurately using complex databases and systems