- Own the primary relationship between L&Q and the residents on patch, irrespective of tenure, resolving issues with and on behalf of residents, to their satisfaction.
- Be the key point of contact for residents and be the 'voice of the resident' across the organisation.
- Represent L&Q at all activity relating to patch, examples being, resident forums, committees, residents' associations.
- Support L&Q and residents with any business continuity issues or incidents.
- Communicate with residents in a timely manner, to a good standard and in a range of ways demonstrating empathy and care.
- Provide information and advice on all queries in relation to tenancy or property matters, taking advice and seeking information from relevant specialist teams as required.
- Know the itemised service charge information relating to patch and provide general information to residents about service charges, whilst also ensuring that charges are reasonable.
- Resolve incidents of nuisance and anti-social behaviour, referring into the ASB (Anti-Social Behaviour) service where appropriate.
- Investigate and resolve all issues on patch, such as (not exhaustive); waste management, fly-tipping, parked cars, abandoned vehicles, car parking, pets, graffiti, breaches of tenancy, etc.
- Make referrals for residents to receive additional support internally and externally where relevant.
- Carry out tenancy audits, inspections of homes and buildings, communal areas, open spaces, to ensure they are well maintained and comply with all regulations or inspection regimes.
- Complete necessary referrals for court action, work with in-house and external legal services to complete court papers and attend court as required.
- Identify, report, mitigate and escalate risks on patch.
- Complete Fire Risk Actions and other compliance related activity within relevant timescales.
- Assist in the resolution of MP/Cllr enquiries and informal and formal complaints.
- Co-create new services in collaboration with residents and engage with residents to provide clarity about the standards of service they should expect