Housing Officer

About the role

We are looking to appoint a Housing Officer to support our Estates & Housing Team and our tenants. You will bring experience of housing management and a commitment to supported housing. You will need good literacy and numeracy skills, be IT literate, be able to deal sensitively with tenants, maintain confidentiality at all times and work flexibly.

You will provide a high-quality housing management service to tenants and proactive tenancy support, while enhancing neighbourhood quality and tenant wellbeing in line with policy and legal requirements.

People with learning disabilities and autism across West Surrey rely on us to provide intensive housing management support so they can live their lives as independently as possible, in our own accommodation.

It is the belief that everyone deserves a level of independence, choice and control over their own lives that drives everything we do. Together, we enable and support people to live their best lives and reach their goals.

This is a role that enables us to make a meaningful impact on people’s lives.

 Key Responsibilities and Duties

• Work as part of a team, managing your own caseload, to deliver an efficient, effective and quality service for our tenants.
• Work to defined business standards and processes, performing a wide range of tasks, including but not limited to:
  • Administration support, including answering enquiries by telephone, email and face to face, updating notice boards and providing documentation to tenants.
• Use ICT systems to input and export information, and scan and index documents, ensuring the information is accurate.
• Act as the on-site liaison for contractors, professionals and tenants.
• Support meetings and training sessions, including taking notes, preparing the room and arranging refreshments.
• Help tenants understand letters and information provided by the organisation.
• Build good working relationships with tenants, the wider organisation, contractors, local authorities and other support and welfare organisations.
• Provide advice and signposting on welfare benefits and financial support.
• Carry out appointments associated with the management of a property, working proactively with tenants to make sure properties are well cared for and supporting them to raise repair tickets where necessary.
• Participate in the on-call rota for dealing with emergencies at residences outside office hours (for which there is an on-call payment and TOIL)
• Undertake any other tasks required by the Estates team in line with the competency level of this role.

Working with the Deputy Estates Manager, you will be responsible for:

• Tenancy management, including managing breaches of tenancy agreements such as anti-social behaviour (ASB), rent arrears and hoarding.
• Working closely with the WVHA finance team to identify tenants with rent arrears, encouraging early intervention and agreeing sustainable payment plans.
• Developing and maintaining tenant and resident inclusion, and attending or holding meetings where required.
• Contributing to the development and co-production of housing policies.
• Ensuring and maintaining compliance across the organisation, liaising with contractors, Registered Managers and tenants.
• Monitoring and updating contractor lists.
• Investigating and responding to complaints.

In return for your commitment, we offer:

• 25 days holiday plus bank holidays, with an additional 2 days’ holiday after 3 years’ service.
• Flexible working with core hours
• Company pension scheme
• Company sickness scheme following probationary period
• Development opportunities including professional qualifications
• Employee assistance programme through Health Assured

Person Specification

Essential requirements:

• 4 or more GCSEs at grade 9–3 (A–D), including English.
• A willingness to work towards a Level 3 Housing qualification
• Experience of working in a housing management or tenancy management role, ideally within social or supported housing.
• Experience of dealing with tenancy breaches, such as anti-social behaviour, rent arrears or hoarding.
• Have worked or volunteered with people with a learning disability and/or autism.
• Experience of handling sensitive customer data and maintaining confidentiality.
• A working knowledge of tenancy agreements and housing management practice.
• Competent in Microsoft applications, including Word, Excel and Outlook.
• A full UK driving licence and access to a vehicle is essential
• Excellent organisation and time management skills.
• Excellent written and verbal communication skills.
• Ability to prioritise tasks, manage a caseload and meet deadlines.
• A positive, can-do attitude with the ability to build and cultivate relationships with people.
• A high level of integrity.
• A team player, committed to group goals.

Desirable requirements:

• Already hold a housing qualification (CIH Level 3 Certificate in Housing Practice or equivalent / higher)
• Experience of working in supported housing for people with a learning disability and/or autism.
• Experience of agreeing and monitoring rent arrears payment plans.
• Experience of investigating and responding to complaints.
• Experience of liaising with contractors on repairs and property compliance.
• Experience of tenant involvement or co-production activity.
• Knowledge of relevant housing legislation and regulation, such as the Housing Acts and the Regulator of Social Housing’s consumer standards.
• Understanding of welfare benefits, including Universal Credit and Housing Benefit.
• Understanding of safeguarding adults practice.

We are committed to safeguarding and promoting the welfare of the people we support, and we expect all employees to share this commitment and undertake appropriate checks. An enhanced DBS check is required for this role.

We are an Equal Opportunities Employer.

The key responsibilities and duties are taken from a further job description, and these may change on discussion with the post holder to respond to the needs of the organisation.

To book an informal chat email, with your CV and cover letter to HR@whitmorevale.co.uk