About the role
Role Summary
To create safe and quality neighbourhoods by providing customers with a customer focused housing management service, dealing with tenancy and estate management, and preventing anti-social behaviour.
Salary: £34,039 - £39,331
Hours of work: 35
Contract: Permanent
Probation Period: 6 months
Notice Period: 1 month
Who are we?
We provide more than 13,000 homes across Kent, Sussex, Surrey and West Sussex. Over the years we have invested heavily in our homes and continue to do so as part of the Peabody Group. We promote hybrid working and have more than 300 employees based in various locations across our operating area.
Why Choose Us
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Contributory pension scheme 4% to 10% matched contributions
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Hybrid working
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Free onsite car parking
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Life assurance of 4x annual salary (Terms and Conditions apply)
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30 days annual leave in addition to bank holidays
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Two volunteer days per year
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Employee assistance programme (24/7 telephone advice, information portal & face to face counselling sessions)
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Corporate eye care scheme providing free eye tests and free VDU glasses or contribution towards VDU glasses
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Extensive annual Staff Wellbeing programme
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Enhanced maternity, paternity, and shared parental leave provision
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Flexible annual benefits (for dental, healthcare, shopping vouchers, technology etc.)
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Annual flu vaccinations
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Access to an extensive range of corporate discounts on shopping, travel & days out
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Social events, including lunchtime walking, rounders, festive Fridays
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Travel loan
Role Specific Responsibilities
Act as an ambassador for TCH by building and maintaining positive relationships with the community, liaising with residents, strategic partners and other agencies enabling the delivery of a holistic housing management service.
Manage a patch of properties in accordance with the policies and procedures of TCH. This will include managing low/medium level anti-social behaviour, and estate management through positive engagement, balancing support and tenancy action, including taking relevant court action where necessary.
Inspect estates and communal areas, ensuring any areas of concern are correctly reported to ensure customer health and safety are met.
Identify and implement minor environmental improvements on the patch from a defined budget.
Support the effective management of empty properties by carrying out new tenant sign ups within target timescales, ensuring the opportunity is taken to identify any relevant support needs to enable tenancy sustainment. Ensure we engage with tenancy support, to include support as a preventative tool.
Undertake home visits and interviews to manage starter visits and to advise and resolve housing management issues, including tenancy issues or breaches of tenancy, to minimise tenancy failures.
Maintain timely and accurate record keeping.
To draw up and implement Neighbourhood Improvement Plans and associated action plans to deliver resident centred improvements to local neighbourhoods.
Manage and monitor relevant budgets and Authorise payment of invoices in line with financial regulations.
Undertake tenancy audits in accordance with policy and procedure to a minimum of 20% of the patch total each year to ensure that our tenancy records hold up to date information on household members and contact details, including email addresses. Work with the Community Safety Team to Investigate any possible tenancy fraud or subletting identified as a result of completing the tenancy audit.
Actively support resident engagement activities to enable delivery of TCH’s Resident Engagement Strategy.
Work with the community on neighbourhood planning in line with business objectives for priority estates, bringing local businesses and statutory and voluntary agencies together to change and improve quality of life issues.
Actively work with other agencies, both voluntary and statutory to provide added value to the service.
Initiate and implement customer service and new procedural activities. To include research and project initiatives as required.
Use a range of IT and management systems effectively ensuring up to date recording and processing of data and implement new systems as required.
Work in partnership with local councils and parish councils to instigate and manage neighbourhood projects and maintain a positive relationship with councillors and key council staff, attending meetings and consultation events where appropriate.
Represent the Association at agency meetings in relation to individual tenants, community safety and community development.
Carry out procedures and administration relating to tenant rights, mutual exchanges, succession, joint/sole tenancies, abandoned properties etc.
Produce reports and maintain up to date, clear records, and statistics in relation to all duties including computer records.
Attend evening meetings and be flexible to work outside core working time.
General
Adhere to the equality, diversity and inclusion policy and actively promote equality of opportunity wherever possible.
Recognise, respect, and promote the different roles and diversity of individuals.
Actively contribute towards the key performance indicators and professional standards.
Work in accordance with the General Data Protection Regulations (GDPR) and Data Protection Law and be responsible for the integrity of personal information you process. This may include identifying anomalies in data and investigating and correcting them where appropriate. Ensure you attend training on data protection regularly.
Be responsible for your own health and safety and that of your colleagues, in accordance with the Health and Safety at Work Act (1974) and relevant EC directives.
Participate in training, attend other meetings, and staff events as required.
Be an effective member of your team, presenting a positive impression of your section and the Group.
Take responsibility for recognising and recording customer complaints, however made, and ensure that any complaints allocated to you are responded to within policy requirements.
Maintain professional curiosity in all interactions with residents, be aware of and report and record any potential safeguarding issues promptly and appropriately.
Maintain awareness of budget requirements and value for money while delivering your role.
Consider and highlight any risk to the organisation or individuals whilst delivering your role.
Consider resident feedback (the resident voice) in all service delivery, using data and insight and actively engaging with residents to understand their needs, views and priorities and tailor services accordingly.
This role will involve visiting other offices and stock and you will be required to have your own car and full driving licence.
About You
Education & Qualifications
Previous experience managing social housing stock with a level 2, 3 or 4 CIH certificate (or commitment to work towards).
Key Skills & Competencies
Ability to communicate with a range of stakeholders face to face, in writing and on the telephone.
Ability to work on own initiative and initiate new ideas.
Self-motivated with the ability to prioritise workload and be effective in time management.
Effective use of IT management systems, Word, Excel and Outlook.
Ability to be flexible in approach to changes in the working environment.
Commitment to equal opportunities and customer engagement.
Personal resilience and a high degree of self-confidence and determination.
Personal commitment to a culture that emphasises continuous improvement through staff development and personal growth.
Excellent communication skills.
Behaviours
The strength and drive to meet high standards and commit to challenging goals and objectives.
The desire to address the needs of customers in a way that shows commitment to excellent customer service, seeking feedback to drive product improvement.
Evaluates and reviews work to meet high personal standards that consistently meet or exceed expectations.
The ability to interact and build productive relationships internally and externally.
Communicate effectively and professionally, projecting a positive impact on recipients.
The ability to develop professional curiosity.
Our Values
Our culture is about the shared values, beliefs and behaviours that determine how we do things, then the ways and systems of working that help to get those things done.
Our new values, principles and behaviours will put customers at the heart and provide the foundation for the culture of the new organisation. Only by delivering a cohesive and customer-focused culture will we be able to achieve our purpose and priorites.
Equal Opportunities Statement
TCH is an equal opportunities employer committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, gender, gender reassignment, sexual orientation, pregnancy and maternity or paternity, race or ethnicity, religion or belief, marriage and civil partnership, or caring responsibilities.
We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join TCH.
We are recognised as a ‘Disability Confident Committed Employer’. As part of this commitment, individuals who disclose at application stage that they have a disability, will be invited to interview provided they demonstrate that they meet the minimum criteria for the vacancy. Candidates will be asked if they require any support or reasonable adjustments to enable them to fully participate in the recruitment process.
Applications
Please complete our online application form by clicking the Apply button below. We reserve the right to bring the closing date forward, so we strongly encourage early applications.
Please note: As an employer, Town & Country Housing does not provide sponsorship as a licensed UK employer.
Key dates
Applications Close: Thursday, 1 August 2024
Interview Date: Wednesday, 7 August 2024