Neighbourhood Housing Lead (Lewisham Patch)

We have an urgent need for a Neighbourhood Housing Lead (Covering the Lewisham patch) reporting to office 1-2 days per week otherwise hybrid/on patch paying 19.18 ph PAYE / 25.19 ph Umbrella rate (based on 34904 per hour 35 hours per week)

This is a temporary role for 12 weeks initially with potential to be extended past this.
Purpose:

• To deliver a responsive, efficient, agile, high quality and customer focused housing management service to residents.
• To build meaningful and trusting relationships with residents on patch.
• To own the primary relationship with residents living on patch and act as the voice of residents.
• To deliver reliable, repeatable, and consistent services in line with policies and standard operating procedures.
• To seek out resident views and to listen and act.
• To represent and champion residents.
• To act as the advocate for residents in getting things resolved at pace and quality.
• To co-ordinate issues on behalf of residents

Key Responsibilities / Deliverables:

• Own the primary relationship between the company 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 the company at all activity relating to patch, examples being, resident forums, committees,
• residents & associations.
• Support the company 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
• Work closely with specialist teams in the Housing Management division.
• Work with the estate service team to ensure grounds maintenance and cleaning contracts are managed robustly and residents receive good quality services.
• Liaise with other teams to provide prompt responses to resident complaints or investigations.
• Liaise with the wider business regarding key risks identified on patch.
• Signpost residents to other colleagues where appropriate, ensuring that introductions are made on the residents behalf to smooth the process.
• Work with Performance and Improvement colleagues to ensure robust knowledge of patch demographics and demand and satisfaction is understood and a clear improvement plan is in place
  to address any KPI's that are performing below target.

Essential skill & knowledge

• Housing sector experience and knowledge on all aspects of tenancy management - tenancy/leasehold management, tenancy fraud and anti-social behaviour including but not limited to dealing with domestic violence, domestic abuse, hate crime, vulnerable residents and safeguarding.
• Property management - facilities management, communal inspections and service charges including relevant Housing and Immigration Law and Welfare Reform.
• Experience of working with tenants and/or leaseholders
• Risk Management.
• Compliance in terms of tenancy management and property management.
• Exceptional customer service.
• Ability to quickly simplify and disseminate complex information.
• The confidence and determination to do the right thing by residents and challenge the norm.
• Operational knowledge of the regulatory environment for housing associations.
• Awareness of budget management and value for money.
• A natural curiosity and persistence around getting answers and clarity.
• Able to communicate effectively with a variety of audiences.
• A problem solver.
• Demonstrates empathy and care when interacting with others.
• A willingness to learn and achieve the IRPM qualification and any other learning deemed appropriate to the role.

If you are interested in this role and for more information please apply today.