Resident Services Specialist

Gateway Housing Association; Greater London; On-site; GBP 25,000 - 32,000; Full time

Job summary

Gateway Housing Association is seeking an experienced Resident Services Specialist to deliver a customer-focused service to around 520 mixed tenure customers. The post holder will ensure compliance with standards set by GHA, local authorities, and regulators.

You will provide comprehensive support to tenants, explain tenancy agreements and policies, support vulnerable tenants with safeguarding procedures, guide tenancy reviews and lease renewals, coordinate with Finance on service charges,

Qualifications

• Understanding of tenancy laws, service change processes, regulations and industry best practices.
• Previous experience in the housing sector and in similar roles.
• Knowledge of safeguarding and safeguarding procedures.

Responsibilities

• Provide comprehensive support to tenants, including explaining tenancy agreements, policies, and procedures, addressing queries, and offering guidance on tenancy-related matters.
• Identify and support vulnerable tenants by ensuring support needs are recognised and relevant packages are made available and comply with safeguarding procedures.
• Guide tenants through tenancy reviews and lease renewal processes, explaining criteria, procedures, and rights during these evaluations.
• Liaise with relevant departments about rent increases and service charge issues, and assist Finance in preparing annual service charge budgets.
• Complete estate inspections within target, carrying out any further actions required and engaging residents regarding the estate improvement fund.
• Investigate all reported low to mid-level ASB, resolving issues and passing serious cases to the specialist ASB team.

Skills

Problem solving

Conflict resolution

tenancy laws & safeguarding

Job description

We are seeking an experienced Resident Services Specialist to deliver an excellent, customer focused service to a patch of approximately 520 mixed tenure customers. The post holder will be responsible for ensuring compliance with all standards set by GHA, local authorities, and regulators.

Your accountabilities will include but not be limited to:

• Provide comprehensive support to tenants, including explaining tenancy agreements, policies, and procedures, addressing queries, and offering guidance on tenancy-related matters.


• Identify and give support to vulnerable tenants by ensuring that support needs are recognised and relevant support packages are made available and comply with safeguarding and child protection procedures


• Guide tenants through tenancy reviews and lease renewal processes, explaining criteria, procedures, and rights during these evaluations.


• Liaise with the relevant departments about rent increases and service charge issues. Liaise with Finance in preparing annual service charge budgets within required timescales.


• Complete estate inspections within target, carrying out any further actions required. Carry out resident invite inspections and engage with residents regarding the estate improvement fund


• Investigate all reported low to mid-level ASB, resolving issues and passing serious cases to the specialist ASB team. Manage a caseload within priorities/timescales within the Association’s anti-social behaviour procedures

Experience and Skills

• Understanding of tenancy laws, service change processes, regulations and industry best practices


• Previous experience in the housing sector and in similar roles.


• Strong problem-solving abilities


• Conflict resolution and negotiation skills


• Knowledge of safeguarding