Tenancy Management & Resettlement Officer

Corus Consultancy; Lewisham; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a dedicated individual to provide exceptional tenancy sustainment support. This role involves ensuring that tenancies in the private rented sector are maintained, promoting independence and preventing homelessness. You will assess customers' suitability for accommodation, assist them in settling into their homes, and collaborate with various agencies to deliver a customer-focused service. Join a forward-thinking organization that values innovation and teamwork, and make a meaningful impact in the community by helping those in need of housing support.

Qualifications

• Experience supporting homeless or at-risk populations.
• Proven customer care skills in a relevant environment.

Responsibilities

• Increase the supply of quality accommodation for households in need.
• Act as a mediator for landlords and tenants to resolve issues.
• Assist customers in settling into their new homes.

Skills

Teamwork

Case Management

Database Management

Customer Care

Problem Solving

Education

Experience with Landlords

Experience in Housing Contexts

Tools

IT Systems

Job description

Purpose

Provide excellent tenancy sustainment support to ensure tenancies in the private rented sector are maintained, providing safe and secure housing for our customers while meeting local and corporate objectives. Deliver high-quality advice, lettings, and tenancy sustainment services that maximize the number of homeless households successfully moving into good quality, affordable private rented accommodation. Support clients from various services such as HOC, CYP, and NRTPF. Promote the private rented sector as a viable alternative to social housing to encourage independence, prevent homelessness, and reduce temporary accommodation use.

Responsibilities

1. Work effectively within the private sector to increase the supply of good quality accommodation for households in housing need, meeting individual and team targets.
2. Assess prospective customers' suitability for private rented accommodation by reviewing their housing history, financial situation, and ability to meet rent and tenancy conditions.
3. Undertake accompanied viewings with prospective customers, providing expert advice on all aspects of letting, including housing benefits and tenancy conditions, to aid informed decision-making.
4. Ensure all procured private rented sector accommodation meets size, type, location requirements, health and safety, planning regulations, and complies with location priority policies.
5. Act as the first point of contact for landlords and tenants experiencing tenancy difficulties, serving as negotiator or mediator to resolve contractual issues and ensure tenancy sustainability within legal frameworks.
6. Assist customers in settling into their private rented accommodation and familiarize them with local services such as healthcare, education, police, and legal advice.
7. Stay informed on local and national policies related to welfare reforms and housing legislation.
8. Maintain high standards of property maintenance, investigate disrepair complaints, and manage property inventories for incentive or bond schemes.
9. Ensure landlord and tenant compliance with contractual agreements.
10. Collaborate with colleagues and external agencies to deliver a customer-focused service that meets targets and KPIs.
11. Monitor and record all payments, deposits, and incentives, ensuring proper financial management and recovery where necessary.
12. Provide high-quality customer service through prompt responses to calls, emails, letters, and complaints, adhering to corporate guidelines.

Knowledge

• Current knowledge of the private rented sector market, contracts, and issues affecting landlords and tenants.
• Understanding of government welfare reforms and their impact on private renting.
• Knowledge of private sector housing law, health and safety regulations, and legislation related to tenancy lettings.
• Awareness of services available for households in housing need.
• Understanding of property standards and common building issues.
• Awareness of financial considerations and value-for-money principles in housing decisions.

Skills

• Teamwork and initiative in managing cases.
• Effective joint working with other services and private sector partners.
• Responsive to market needs and housing requirements.
• Promotion of homeless prevention strategies.
• Flexible, problem-solving approach with a positive attitude towards change and innovation.
• Proficiency in database management and IT systems.
• Ability to meet performance targets and achieve positive outcomes.

Minimum Requirements

• Basic DBS clearance.
• Experience working with landlords, letting agents, and accommodation providers.
• Experience supporting homeless or at-risk populations and those in unsatisfactory housing conditions.
• Proven customer care and service skills in a relevant environment.
• Experience working within homelessness or private sector housing contexts, managing caseloads, and developing housing initiatives.