Neighbourhood Housing Officer

  • Location
    London, Greater London
  • Salary
    £ 17.76 - £ 23.25 / Hourly
  • Job type
    Contractor
  • Industry
    Property and Housing
  • External Reference
    5224LBE
  • Category
    Public Sector - Housing


  • Neighbourhood Housing Officer

  • Public Sector - Local Authority

  • Hybrid working - Monday and Thursdays days in office (Acton, Ealing) , 3 days at home. Site visits to also be carried out

  • Full Time - 35 hours per week

  • Temporary contract - 3 months (extension likely)

  • £17.76 per hour PAYE / £23.25 per hour Umbrella

  • Housing and tenancy management including collection of rent arrears experience essential



PURPOSE OF ROLE:
* Improve outcomes for Ealing residents by providing a customer orientated service in line with Council values and objectives
* Provide support to residents across a range of tenures throughout the lifetime of their tenancies/leases.
* Maximise income collection through proactive management of arrears.
* Proactively manage housing assets, anticipate the needs of residents and contribute to a safe neighbourhood.
* Work as part of a team to deliver excellence, solve problems and deliver value for residents.
* Provide support, advice and ownership of resident complaints, resolving where possible and coordinating where shared across services and departments.


KEY ACCOUNTABILITIES:
* To provide clear, pragmatic and customer centred housing services on behalf of the Council and any housing provider aligned to the housing service.
* To maximise income collection across the range of tenures through proactive monitoring and management of customer accounts, making use of legal remedies where appropriate.


To promote inclusion, cohesion and active citizenship in the neighbourhood - helping to shape opportunities and resident engagement.
* Act as an ambassador for the Council, its services and those who provide services on its behalf - support residents to navigate and access services specific to their needs and vulnerabilities.
* To promote and manage the safety of residents and assets through proactive monitoring, and responsive activity to emerging risk.
* To apply housing knowledge and experience to manage varied tenure types - this includes but is not limited to: rents, voids, tenancy, allocations, leasehold, shared ownership, repairs and maintenance, compliance and safety, regeneration, and other similar duties that ensure the Council manages its residents and properties.


Deliver coordinated resident services as part of a multi-disciplinary team. This could include duty, home visits, planned and reactive appointments, estate inspections, public meetings etc.
* Maintain accurate and retrievable records of key actions and decisions.
* Deliver housing services across disciplines (i.e. rents, tenancy, leasehold) working autonomously in at least one area.
* Support and encourage resident involvement and active citizen activities in the local neighbourhoods.
* Work with Tenancy Sustainment Officers to coordinate a multi-disciplinary approach to vulnerable residents.
* Safeguard vulnerable residents in line with Council policies ensuring protective measures within the control of the post holder are expedited (e.g. referrals to Locality Teams)


KEY PERFORMANCE INDICATORS:
* Resident and leaseholder satisfaction
* Income recovery
* Complaint resolution
* Void time
* Safety records
* Activity (e.g. visits, verifications, engagement meetings, home safety checks, estate inspections etc.)


ESSENTIAL KNOWLEDGE, SKILLS & ABILITIES
1) Customer Care - Excellent customer care skills.
2) Teamwork - Ability to work collaboratively with colleagues to achieve positive outcomes.
3) Equality & Diversity - Understanding of the principles of equality and diversity, ability to apply them to service provision, respecting confidentiality and the dignity of others.
4) Communication - Ability to communicate effectively with a range of stakeholders, both orally and in writing.
5) Interpersonal and negotiation skills - Ability to influence and negotiate with stakeholders, maintaining constructive relationships.
6) Partnership - Ability to work in partnership with other agencies to deliver the best outcome for the customer.
7) IT Skills - Ability to work confidently with IT software packages - e.g. Microsoft Word, Excel.
8) Initiative - Ability to manage and direct own workload and act on own initiative
9) Results Focus - Ability to set standards for self and team, prioritising and delivering work within tight deadlines.
10) Problem Solving - Ability to deal with challenging situations, applying innovative solutions to arrive at the best outcome for the customer in line with Ealing Council values and objectives.
11) Development - Takes personal responsibility for actions and outcomes, addressing issues and problems immediately, seeking support when necessary and continually striving to improve own performance and development.












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