Working within the Tenancy Services Team, this role focuses on tenancy management, community, and neighbourhood. It supports the roles of the Income Team and Tenancy Enforcement team. Responsible for managing a geographical ‘patch’ of properties and estates, the focus is on working proactively with customers to successfully maintain their tenancies, encourage mobility and provide an excellent estate management service.
This role is also vital in supporting the work of the Tenancy Services Manager to work with partners on regeneration schemes and neighbourhood improvement. The Tenancy Services Officer will use customer insight to plan and help improve services and support residents to manage tenancies well. The Tenancy Services Officer will take the lead to manage issues relating to tenancy law, including lettings, successions, abandonments, and mutual exchange.
To achieve the set objectives for this role as outlined in the departmental annual Service Improvement Plan (SIP).
To carry out sign-ups and tenancy visits for all new tenancies in the patch. To make recommendations about tenancy conversions and the ending of Fixed Term Tenancies.
To process tenancy changes in accordance with legislation and Raven procedures, working with other teams, as necessary.
To compile reports where tenants need to move outside of normal procedure and review complex cases with the Tenancy Services Manager, ensuring targets and deadlines are met.
Work with colleagues in other teams to deliver rights and responsibilities programme, identifying customers who may no longer be eligible for home improvements and working with them to rectify this.
Undertake regular estate inspections, ensuring that all actions are followed up and customers kept informed of outcomes.
Achieve targets for estate inspections, responding to customer queries, meeting timescales for decants and monitoring all actions on QL or other IT systems.
Work closely with development and repairs teams to manage new handovers, scheme decants for redevelopment or repairs.
Work with residents to deliver continuous improvement and events to the communities and neighbourhoods where Raven operates.
Participate in the emergency standby service outside normal working hours, for which extra payment is made.
To work proactively with customers to manage their tenancies successfully, in particular by ensuring the lettings and sign-up process is clear, thorough, and supportive.
To meet with customers as required to discuss cases and decisions, which may include visits or meetings outside office hours.
To provide initial advice and appropriate referrals for further support where customers may be impacted by welfare reform.
To develop positive and collaborative working relationships with other teams and external agencies.
Work with the other housing management teams to support residents to achieve a sustainable tenancy, including assessing vulnerability and making referrals for support.
Support residents to access services – in particular to get on-line and to access self-service.
To represent the organisation within the community and attend relevant meetings with stakeholders and community groups, which may include evenings and weekends.
Previous experience of “Tenancy Management”
Excellent use of English to write letters and emails.
Well organised and high levels of efficiency
Strong time management skills
Good MS office skills
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