Roles & Responsibilities
- Manage a defined patch of housing stock, delivering a wide range of tenancy and estate management services.
- Provide advice and support to tenants and residents on all aspects of tenancy management, ensuring a high-quality, customer-focused service.
- Carry out a range of visits including tenancy audits, new tenancy visits, inspections, exchange visits, accompanied viewings and evictions.
- Manage a caseload of tenancy-related issues, including anti-social behaviour, tenancy breaches and tenancy sustainment cases.
- Investigate and resolve issues such as unauthorised occupation, subletting, tenancy fraud, relationship breakdowns and access concerns.
- Work proactively to support tenancy sustainment, carrying out needs assessments and signposting to appropriate support services.
- Use data and insight to identify risks within your patch and prioritise resources effectively.
- Prepare and serve notices where tenancy conditions have been breached.
- Work collaboratively with internal teams including Income, Assets, Safer Estates and Tenancy Sustainment teams to deliver joined-up services.
- Build strong relationships with external partners, agencies and stakeholders, representing the organisation at meetings where required.
- Promote tenant engagement and support resident involvement in local decision-making and neighbourhood improvements.
- Carry out estate inspections, identifying opportunities to improve neighbourhoods and ensure they are clean, safe and well managed.
- Maintain accurate records and case management systems, ensuring compliance with legal, regulatory and audit requirements.
- Ensure all activity aligns with safeguarding, health & safety, equality and regulatory requirements.
Pre-Employment Checks
Each successful applicant will be required to complete the following pre-employment checks prior to a start date being agreed:
- Right to work verification
- Qualification certificate check (where applicable)
- Two completed references
- Occupational Health questionnaire - Fit for Work
- DBS check (if required for the role)
- Completion of all new starter documentation including signed terms and conditions
Experience & Qualifications
- Experience working in housing management or delivering services to customers in a similar environment.
- Knowledge of housing legislation and tenancy management practices.
- Experience managing caseloads, including anti-social behaviour and tenancy-related issues.
- Strong communication and interpersonal skills, with the ability to build relationships and influence outcomes.
- Ability to manage a varied workload, prioritising effectively and working independently.
- Experience maintaining accurate records and producing reports.
- Confidence in using data to monitor performance and inform decision-making.
- A proactive and resilient approach, with the ability to manage challenging situations professionally.
- A commitment to health and safety, safeguarding, equality, and excellent customer service.
- GCSEs (or equivalent) in English and Maths.
- CIH Level 3 (or willingness to work towards) is desirable.
- Full UK driving licence and willingness to travel as required.
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