RQ - Senior Neighbourhood Officer

Overview

PAYE - £20.09 per hour

Reports to: Neighbourhood Manager

Responsible for

As the lead officer for JEH team this post provides a generic housing management function which includes and is directly responsible for the whole portfolio :-

• Estate and Tenancy Management
• New tenant visits and tenancy sign up
• Tenancy Audit & fraud prevention
• Requesting responsive maintenance
• Addressing anti-social behaviour
• Breachess of tenancy/leaseholder agreement
• Arrears recovery
• Delivery of communal services
• Tenancy support visits
• Resident engagement.

Number of reports: 0

Financial responsibilities: Housing Company budget - £250k.

Main purpose of the job

To deliver excellent housing management services to our customers to the highest possible standards ensuring that operational performance is high and continues to improve.

To ensure tenancy management for a defined group of homes, meet resident's expectations and to ensure that residents have opportunities to influence service delivery.

To deputise for the Neighbourhood Manager in this discrete operational area.

Main accountabilities

1. Produce an improvement plan for JEH board to sign off, present monthly updates to JEH and Housing board to show an efficient and effective housing management delivering JEH objectives.
2. Provide a complete tenancy and housing management service to JEH residents to ensure services are delivered, including but not limited to, tenancy, arrears recovery, estate and caretaking management, anti-social behaviour, tenancy support visits, and all resident engagement.
3. Responsible for decisions taken on service matters and for ensuring tenancies are effectively managed in accordance with legislation and best practice and that wholly owned blocks of flats are maintained to a high standard and monthly inspections and walkabouts are carried out as set out in the improvement plan.
4. To respond to a wide range of often complex complaints and service requests, supervise inspections and investigations and provide good practice advice in accordance with statutory requirements and Council Policy. Prepare responses to MP, councillor or senior leader enquiries.
5. Ensure compliance with, and promotion of Slough Health & Safety Management and policies, ensure housing management equality and diversity services embrace this.
6. Monitor area-based budgets within timescales and ensure expenditure is in accordance with budget, procedures and levels of delegated authority and audit requirements and take action when discrepancies occur.
7. To carry out any other duties as may be required by the Neighbourhood Manager including undertaking the duties of other officers in their absence or as required, at a level commensurate with skills and experience.
8. Have oversight of all void properties and their progress within specified geographical area, work in partnership with internal and external colleagues to ensure tenancies are ended promptly and void rent loss is minimised.
9. Closely monitor Assured Shorthold Tenancies in line with policies and procedures and current legislation. Working in partnership with the rent recovery team to support those residents at risk of legal action. Deal with all service charge and invoice queries
10. Ensure the housing management and environmental services provided to residents are coordinated and of an excellent standard and conform to relevant statutory and regulatory requirements and best practice.
11. Establish excellent working relationships with the Asset Management Team, leading on gas and electrical compliance; fire safety programmes and compliance; supporting planned maintenance and re-development programmes and working closely with Slough's partner repairs and maintenance contractor to ensure the residents needs are fully met.
12. Where possession cases or enforcement action are necessary, prepare good quality witness statements and court files and represent the council in court.
13. Ensure that all complaints and incidents of ASB and harassment are investigated and dealt with in accordance with Slough policies and procedures, work proactively with our partners to prevent and address ASB, and where required instigate the appropriate enforcement/legal action.
14. Identify opportunities for service improvements and make recommendations to the Neighbourhood Manager/JEH Board. Ensure changes are introduced and implemented effectively and efficiently in the area.
15. Support a variety of inclusive and effective customer involvement opportunities in the area linked to the Resident Involvement Strategy.
16. Ensure residents can influence and shape policies, service delivery, standards and scrutinise performance.
17. Deliver housing services that are inclusive and accessible to our vulnerable customers.
18. Support Slough strategy in the local area and contribute to wider improvement projects as requested by the Neighbourhood Lead and Neighbourhood Manager.
19. Ensure compliance with, and promotion of Slough Health & Safety Management and policies.
20. Monitor budgets for which you are responsible within timescales and ensure expenditure is in accordance with budget, procedures and levels of delegated authority and audit requirements and take action when discrepancies occur.
21. Work with internal and external partners to provide seamless customer service including dealing with issues raised by residents and other stakeholders.
22. Participate in the delivery of an out of hours service when required, undertake temporary relief emergency cover including participation in the emergency plan, attend evening meetings, participate in working groups, and any other duties commensurate with the level of the post.
23. To maintain the highest standards of personal and professional behaviour in keeping with the profile of the role inside and outside the organisation

Person Specification

• Experience: Significant experience of working in housing related role. Essential
• Experience: Experience of managing and prioritising own workload and ability to work effectively as part of a team. Essential
• Experience: Experience of thinking strategically in dealing with Housing Management issues. Desirable
• Experience: Experience of working creatively with partners and other agencies, community and voluntary groups. Desirable
• Skills and abilities: Expertise; Ability to interpret and implement detailed policy and procedure. Essential
• Skills and abilities: Customer Focus; Ability to influence effectively with a practical approach to problem solving. Essential
• Skills and abilities: Relationships; Builds constructive working relationships with colleagues and, where appropriate, with external bodies. Essential
• Skills and abilities: Communication Skills; Excellent verbal communication and presentation skills. Able to produce clear, concise and persuasive written reports on complex issues. Essential
• Skills and abilities: Personal Effectiveness; Ability to manage own workload and drive to meet tight deadlines. Essential
• Skills and abilities: Development; A commitment to continuous professional training and development. Essential
• Skills and abilities: Equalities; Understands and promotes equality and diversity issues within their area of work. Essential
• Skills and abilities: Health & Safety; Understands lone working processes and awareness and experience of undertaking inspections. Essential
• Skills and abilities: Use of Resources; Good IT and Keyboard skills, including the ability to use Microsoft Office. Essential
• Knowledge and understanding: Awareness of legislation, policy and best practice relating to housing management, rent arrears management and anti-social behaviour. Essential

If you feel you would be suited to this role, or know someone who would be a great fit, please drop an email to