5266989 – Housing Companies Tenant Services Manager

Carrington Blake Recruitment; Wembley; On-site; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a dedicated Tenancy Manager to oversee a high-profile portfolio aimed at alleviating homelessness. This role involves managing tenancies end-to-end, ensuring high-quality customer service, and driving tenant satisfaction. You'll collaborate with various stakeholders and utilize mobile tools to enhance service delivery. If you have a passion for making a difference in the community and possess strong tenancy management skills, this is the perfect opportunity for you to contribute to meaningful change.

Qualifications

• Experience in tenancy management and customer service.
• Knowledge of welfare benefits and housing legislation.

Responsibilities

• Manage tenancies from letting to re-letting, ensuring tenant satisfaction.
• Collaborate with stakeholders to deliver seamless landlord services.

Skills

Customer Service

Stakeholder Management

Data Management

Tenancy Management

Welfare Benefits Knowledge

Proactive Problem Solving

Education

Relevant Housing Management Qualification

Tools

Mobile Working Tools

Job description

Job Purpose:
– To directly manage a high-profile portfolio of homes that relieve families and single people from homelessness, through Brent’s Housing Companies (i4B and First Wave Housing).

– To deliver all aspects of high-quality tenancy services in line with contract requirements, including ensuring that performance standards and targets are met and maintaining high tenant satisfaction.

– To manage tenancies end-to-end, from letting to re-letting, taking full ownership of the tenant’s journey.

– To support the Housing Companies Operational Manager in promoting and improving the i4B brand and developing resident engagement, with a continuous drive to enhance tenant satisfaction.

Principal Accountabilities and Responsibilities:

1. Tenant Management & Customer Service: Be the face of the landlord, providing high-quality customer service, taking ownership of tenancy management and tenant requests, and managing expectations.
2. Supportive Tenancy Management: Provide accessible tenancy management to residents of the council-owned housing companies.
3. Stakeholder Collaboration: Lead communication with stakeholders, delivering a seamless ‘one team’ landlord service, including setting up and managing professional meetings for complex issues.
4. Record Keeping & Data Management: Maintain accurate, real-time records of all resident interactions, holding other teams accountable for data accuracy.
5. Proactive Tenancy Management: Use mobile working tools and adhere to health and safety and lone working requirements to promote proactive tenancy management.
6. Digital Inclusion & Channel Shift: Support tenants in adopting digital channels for rent payments, repairs, and council services, promoting the use of My Account and Direct Debit payments.
7. Performance & KPI Achievement: Represent the landlord with an empathetic yet commercial mindset, focusing on KPIs such as rental income, arrears prevention, minimizing void times, and tenancy sustainment.
8. Support for Vulnerable Residents: Understand and link residents to support services for issues like health, substance misuse, offending, disabilities, and employment.
9. Welfare Benefits & Affordability: Stay updated on welfare entitlements and conduct affordability assessments in line with legislation.
10. Tenancy Sustainment & Resilience: Address arrears causes, differentiate between ‘can’t’ and ‘won’t’ pay, and implement effective interventions.
11. Legal & Eviction Procedures: Serve notices, make decisions on possession cases, and attend court and eviction proceedings as necessary.
12. Benefit Applications & Support: Assist tenants with benefit applications and attend appointments to promote a ‘rent first’ approach.
13. Fraud Prevention: Refer suspected fraud cases to the Council’s Audit and Investigation Unit.
14. Tenancy Termination & Property Condition: Manage tenancy terminations and ensure properties are returned in good condition.
15. Void Property Management: Prioritize and expedite void turnarounds, arrange viewings promptly, and minimize rent loss.
16. Pre-tenancy & Support Checks: Conduct affordability, vulnerability, and suitability assessments at sign-up and annually, identifying tenants needing support or emergency evacuation.

If you think this job role is for you, please send your CV to [e-mail]