Housing Officer

Venn Group; Exeter; On-site; GBP 26,000 - 36,000; Full time

Job summary

Venn Group is seeking a Housing Officer to join the City Development, Housing & Supporting People directorate in the Landlord Services unit. The role focuses on tenancy and neighbourhood management, engagement with tenants, and coordinating temporary accommodation.

You will work to tackle anti-social behaviour, inspect properties, and respond to customer demand within budget, serving council tenants and residents with a proactive, professional housing management approach.

Qualifications

• A qualification to HNC level in a relevant discipline or substantial proven relevant experience.
• Membership of the Chartered Institute of Housing (CIH) is desirable for the role.
• Proven knowledge of housing legislation and landlord and tenant law is essential.

Responsibilities

• Provide housing management services for council tenants and residents, including temporary accommodation.
• Tackle anti-social behaviour and maintain a high standard of customer service.
• Inspect properties and neighbourhoods on a regular basis to understand issues and assets.
• Coordinate use and management of temporary accommodation and social lettings where applicable.
• Be the main point of contact for tenants, leaseholders, landlords and the public, liaising with external agencies as needed.
• Contribute to policy development, budgets, and performance reporting within the directorate.

Skills

Housing legislation knowledge

Stakeholder engagement

Tenant liaison

Education

HNC level qualification or substantial relevant experience

CIH membership

Job description

JOB TITLE : Housing Officer

DIRECTORATE : City Development, Housing & Supporting People

UNIT : Landlord Services

REPORTS TO : Housing Customer Lead

LIAISON WITH : Council tenants, Leaseholders and the general public,

External agencies in the public, private and voluntary sector

including housing associations, social services and police,

Property owners and landlords, Managers and staff

throughout Housing and the Council Elected Members

MAIN PURPOSE

1. To build a pro-active relationship with tenants and other customers

1. To deliver a comprehensive, high-performing housing management service to Council tenants and residents in temporary accommodation, including tackling anti-social behaviour

1. To understand and meet legitimate customer demand within agreed budgets

1. To co‑coordinate the use and management of temporary accommodation and property managed under the council's Social Lettings Agency

1. To inspect all Council properties and neighbourhoods in a defined area on a regular basis in order to ensure there is a thorough understanding of our customers and assets and to act upon any issues arising from these inspections

1. To support the work of the Service Lead Housing Customers and Housing Customer Lead in the development of services

MAIN DUTIES & RESPONSIBILITIES (MDR)

Housing management

1. Provide the following services for customers both in council housing and in temporary accommodation:

a) Tenancy and neighbourhood management

b) Regular inspections of all properties and neighbourhoods

c) Regularly reviewing flexible tenancies

d) Resident involvement, including consultation and participation

e) Tackling anti-social behaviour (ASB)

1. Establish a new relationship with tenants based on the principles of:

a) greater knowledge of customers, assets and customer demand

b) providing realistic services based on demand and resources

c) acting as a point of contact managing different tenures ('lifetime', flexible, temporary etc.) applying the same principles in an integrated, fair, supportive and consistent manner

d) undertaking pro‑active tenancy management through regular property and neighbourhood inspections and post void visits

e) assisting tenants by empowering them to run their tenancies themselves effectively

f) dynamic implementation of tenancy agreements ensuring tenants understand and comply with the terms and conditions as set out (permissions, successions and assignments for example)

g) embedding resident involvement in the delivery of services

h) helping tenants make informed choices over future housing options at the end of their temporary or flexible tenancies

1. Working to resolve complaints at the first point of contact

Project delivery, budget control and performance management

1. Provide data as requested to be used in performance management, policy and financial planning

1. Comply with and as appropriate contribute to the development and review of policies and procedures

1. Act within budgets.

1. Proactively identify and report any potential budget and other risks

1. Deliver high levels of customer service

1. Make any recommendations for changes in working practices as necessary

1. Identify potential new members of the Performance Scrutiny Partnership from a cross-section of residents encouraging them to apply and be actively involved in this partnership

Internal and external communication

1. Be a point of contact for tenants, leaseholders, landlords and other members of the public

1. Maintain and develop good working relationships both internally with other services and externally with other local authorities, housing associations, police, social services, private landlords and other stakeholders

1. Represent the Council at Court in respect of tenancy, ASB and other issues providing statements and giving evidence where legal enforcement has been necessary

Other

1. Follow and promote the Council's policies relating to health and safety

1. Assist in dealing directly and effectively with serious and persistent cases of ASB in consultation with the Service Lead and Housing Solicitor as appropriate

1. Follow and promote the Council's Equal Opportunities Policy

1. Work to enhance the Council's reputation and that of housing management

1. Attend out of hours meetings as necessary

1. Carry out any other duties commensurate with the role

Person Specification

Qualifications & Knowledge

• A qualification to HNC level in a relevant discipline or substantial proven relevant experience

  E

  A, C

• Membership of the Chartered Institute of Housing

  D

  A, C

• Proven knowledge of housing legislation and landlord and tenant law and ideally have experience of preparing and presenting case