Tenancy Officer - PCFRA Specialist

London Borough of Waltham Forest; New Addington; On-site; GBP 28,000 - 32,000; Full time

Job summary

Bursting with culture, energy, and opportunity, the London Borough of Waltham Forest is a fantastic and exciting place to work.

The Tenancy Officer role focuses on Person-Centred Fire Risk Assessments for tenants in Council homes, working with residents to identify risks and support actions that keep them safe. You will manage a caseload, maintain records, and collaborate across housing, fire safety and other services.

Qualifications

• GSCSE English and Maths or equivalent and a relevant professional qualification.
• Experience of working in housing or tenancy management, ideally within a social housing environment.
• Experience of working with vulnerable residents, identifying support needs and working sensitively with residents who may have impairments.
• Knowledge or experience of fire safety, risk assessment, PCFRAs and PEEPs, or the ability to quickly develop this knowledge.
• Ability to carry out resident visits and assessments, identify risks and actions or referrals.
• Strong customer care and resident-engagement skills, including explaining complex information clearly.
• Experience of working with internal teams, statutory agencies and external partners.
• Excellent case-management, organisation and prioritisation skills.
• Strong written and verbal communication skills.
• Good IT skills with housing-management databases and Microsoft applications.
• Understanding of data protection, safeguarding, equality and diversity, particularly when handling sensitive information.
• Satisfactory employment references and CIFAS identity checks; DBS checks; Driving licence; English language requirement.

Responsibilities

• Carry out Person-Centred Fire Risk Assessments (PCFRAs) with tenants in Council homes, identifying needs and factors affecting response to fire.
• Work sensitively with residents to understand circumstances and agree appropriate actions.
• Ensure assessments are recorded, reviewed and updated, with actions progressed promptly.
• Liaise with colleagues and partner services for advice or intervention.
• Maintain effective communication with residents throughout the assessment and follow-up.
• Identify and elevate urgent or significant fire-safety concerns.
• Manage a caseload of assessments and follow-up actions within timescales.
• Maintain accurate case records and contribute to monitoring and service performance.
• Collaborate with Tenancy Management, Housing, Fire Safety and other services for coordinated safety.
• Carry out other tenancy management duties with a focus on safety and person-centred work.

Skills

Customer service

Tenancy management

Fire safety knowledge

Risk assessment

Communication skills

Organisational skills

IT skills

Education

GCSE English and Maths or equivalent

Relevant professional qualification

Tools

Housing-management databases

MS Office

Job description

An exciting opportunity has arisen for a Tenancy Officer to join our Tenancy Team. The role will focus on undertaking Person-Centred Fire Risk Assessments for tenants living in Council homes, working sensitively with residents to identify individual risks and support actions that help them remain safe in their homes. You'll need to have excellent customer care skills and focus on delivering the best outcomes for all the resident in the area you support. You'll need to be highly organised and proactive as this is a busy customer facing service.,

• Carry out Person-Centred Fire Risk Assessments (PCFRAs) with tenants living in Council homes, identifying individual needs and factors that may affect their ability to respond safely in the event of a fire.
• Work sensitively with residents, including those who may require additional support, to understand their circumstances and agree appropriate actions.
• Ensure assessments are accurately recorded, reviewed and kept up to date, with agreed actions progressed promptly.
• Liaise with relevant colleagues and partner services where additional advice, support or intervention is required.
• Maintain effective communication with residents throughout the assessment and follow-up process.
• Identify and elevate urgent or significant fire-safety concerns through the appropriate channels.
• Manage a caseload of assessments and follow-up actions, ensuring work is completed in line with required timescales.
• Maintain accurate case records and contribute to monitoring, reporting and service performance.
• Work collaboratively with colleagues across Tenancy Management, Housing, Fire Safety and other relevant services to support a coordinated approach to resident safety.
• Carry out other appropriate tenancy management duties as required, while maintaining a strong focus on resident safety, prevention and person-centred working, Waltham Forest is a diverse borough where diversity is valued and is integral to both, service delivery and employment of its staff. The Council is proud of its rich mix of communities and as the largest employer in the area, it works hard to respond to the changing needs of its population. We use our statutory duties on race, gender and disability equality and best practice in respect of age, faith and sexual orientation to ensure equality of opportunity in the workplace. The Council is committed to meeting its 4 equality objectives: - Promoting equality of opportunity - Opposing all forms of discrimination, intolerance and disadvantage - Ensuring our workforce reflects the diverse communities of Waltham Forest at all levels. - Providing fair, appropriate, accessible and excellent Services to all. Respecting Diversity is a core Council value.

To support the above and reduce the risk of bias in its recruitment activities, the council is operating an anonymous shortlisting process, which hides personal information that can identify individuals until their application has been considered for shortlisting. The council also operates a scheme whereby, for jobs graded up to and including scale SO2, internal candidates are considered first. This includes those candidates who self-identify as having a disability for the purposes of the Disability Confident scheme. For more information, please refer to our recruitment and selection policy. We are keen to support employees to balance their working life with other commitments. Therefore, wherever possible, we will consider working arrangements that suit an individual's personal circumstances whilst still meeting the needs of the Council. Fraud Awareness Notice: The London Borough of Waltham Forest only advertises vacancies via our official website and approved recruitment platforms (e.g. Jobsgopublic). We will never ask for payment or request sensitive personal or financial information as part of our recruitment process. If you are contacted by a third party claiming to represent the Council, please verify the vacancy via our official careers website before sharing any information. If you have concerns about a job advert or communication, please report it to

To be considered for this position, you should meet the following requirements:

• GSGCSE English and Maths or equivalent and a relevant professional qualification
• Experience of working in housing or tenancy management, ideally within a social housing environment, with an understanding of relevant housing legislation, tenancy conditions and current housing issues.
• Experience of working with vulnerable residents, identifying support needs and working sensitively with residents who may have physical, cognitive or sensory impairments.
• Knowledge or experience of fire safety, risk assessment, PCFRAs and Personal Emergency Evacuation Plans (PEEPs), or the ability to quickly develop this specialist knowledge.
• Ability to carry out resident visits and assessments, exercise sound judgement, identify risks and agree appropriate actions or referrals.
• Strong customer care and resident-engagement skills, including the ability to explain complex or sensitive information clearly and deal confidently with challenging situations.
• Experience of working collaboratively with internal teams, statutory agencies and external partners, including Building Safety, Adult Social Care, Fire and Rescue services and other support agencies.
• Excellent case-management, organisation and prioritisation skills, with the ability to manage a complex workload, meet deadlines and maintain accurate records.
• Strong written and verbal communication skills, including the ability to prepare clear correspondence, reports and case records.
• Good IT skills, with experience of housing-management databases and Microsoft applications, and the ability to maintain accurate electronic records and trackers.
• Understanding of data protection, confidentiality, safeguarding, equality and diversity, particularly when handling sensitive information about vulnerable residents., Satisfactory employment references and CIFAS identity checks;
• Satisfactory declaration of interest;
• Satisfactory DBS check;
• Suitable driver's license; Desirable
• As a public authority, we must ensure that members of staff in public-facing roles are able to speak fluent English. This means that they must have a command of spoken English, with confidence and accuracy, sufficient for the effective performance of their role. This requirement does not refer to any particular English language qualifications, regional or international accents, dialects, speech impediments or the tone of conversations. It does not require staff to speak only in English.
  Bursting with culture, energy, and opportunity, the London Borough of Waltham Forest is a fantastic and exciting place to work.

Bursting with culture, energy, and opportunity, the London Borough of Waltham Forest is a fantastic and exciting place to work.

We are a highly ambitious borough. Driven by culture and the innate creativity of our residents, we have developed new and innovative ways to build our communities. Our Council is relentlessly resident-focused, insight-led, digitally driven and commercially minded; a Council focused on meeting the needs of our existing and future residents. London Borough of Waltham Forest is one of the Mayor of London's Good Work Standard employers. This accreditation is a proof of our commitment to creating a healthy, fair and inclusive workplace. This includes fair pay and conditions, workplace well-being, skills and progression and diversity and recruitment.