TAMWORTH BOROUGH COUNCIL – HOUSING DEPARTMENT JOB DESCRIPTION JOB

Job Description

Job Title

Housing Options & Lettings Officer

Department & Team

Housing Management

Responsible To

Housing Options Co-ordinator

Grade

5

Job Purpose

To work as a member of the Voids & Allocations Team, ensuring that all void properties, garages, mutual exchanges and nominations are let within defined timescales to maximise the best use of housing stock and resources.

To provide comprehensive, high quality voids and allocations service to tenant of Tamworth and of the community.

Implement the allocations process, undertaking elements of verification of applicants.

To assist with the on-going development of Choice Based Letting scheme, website, IT systems and Voids & Allocations processes.

To provide an efficient and effective service to customers while operating at all times within Tamworth Borough Council’s policies, procedures, budgets, standards and financial regulations.

To participate on tenant participation and community involvement activities which develop solutions which meet the needs of Tamworth.

Working Environment

Carry out viewings, visits to resident’s homes, partnership meetings, resident meetings and other agencies meetings.

On occasions may be required to attend tenant meetings out of office hours.

Main Duties & Responsibilities

AREA

KEY TASKS & RESPONSIBILITIES

Customer Focus

To be responsible for a high standard of customer service and for answering specific housing enquiries and giving advice to members of the public; other departments and outside agencies who contact the council, on a basis of resolution at first point of enquiry where appropriate.

To lead and engage with the Tamworth’s Tenant Participation Team, customer and partners in delivering Tenant Participation Strategy, policies and procedures as and when required.

To be responsible for customer satisfaction, measured through transactional analysis on the specialist area of work.

Identifying enquirers with special communication requirements and making arrangements to secure appropriate service to meet these needs.

Administration, IT and data management within a performance management framework.

Use specialist software packages to input data, keep records, measure performance and generate reports.

Produce a range of Word, Excel and Powerpoint documents to generate standard and where necessary own letters, forms, reports, presentations, spreadsheets.

Deal with telephone and email enquiries from all internal and external customers.

Create and use spreadsheets to update statistical data and performance monitoring information.

Use email to communicate internally and externally.

Undertake photocopying, faxing and texting when required.

Duties will involve having access to information of a confidential nature which may be covered by the Data Protection Act, in such cases confidentially must be maintained in accordance with Tamworth Borough Council’s Data Protection Policies.

Delivering and managing services

To professionally manage routine activities associated with void management, allocations & lettings, mutual exchanges, garages and tenant consultation/involvement.

Verify housing applications prior to allocations inline with allocations policy and legislation.

To prepare court/legal paperwork judicial review as result of challenge from allocation.

Manage regeneration programme of decants including liaising with customers about their individual needs, viewing alternative accommodation, supporting vulnerable tenants and allocating suitable properties.

Provide specialise advice on housing issues, current legislation to service users and colleagues.

Responsible for allocation of properties inline with legislation and defined timescales.

Responsible for nominations within target times and service/process improvements.

Implement the allocations process, undertaking elements of verification of applicants.

Making contact with applicant about successful pre allocation and preparing of `offer letter` and subsequently issuing offer to tenants.

To assist with the on-going development of Choice Based Letting scheme, website, IT systems and Voids & Allocations processes.

Attend and contribute to joint letting meetings to discuss appropriate allocations.

Process Extra Care housing applications in-line with Extra Care allocations procedure.

Liaise with the Occupational Therapist and make arrangement for home visits to access applicant’s needs and the appropriateness of the allocation.

Making best use of stock by identifying and allocating disabled adapted properties to suitable applicants and to identify families that are underoccupying large homes

To carry out viewing, accompanying tenants to vacant properties.

To provide pre tenancy advice on housing benefit prior to new tenants signing for their tenancy.

At viewing stage access and report any indentified repairs or cleaning issues.

To inspect properties due to become vacant to determine work to be completed by outgoing tenant and to report any repair/damage. Assess whether or not tenant qualifies for Tenant Reward payment.

To organise and make arrangements for the decanting of tenants where, due to emergency or structural repairs, the property need to be vacated on a temporary basis.

To liaise with the tenant/repairs contractor and monitor the progress of the work to ensure timely completion.

To receive and process shortlisted applicants for Finding a Home and verify their suitability for the allocation.

Liaise with other agencies, particularly with regard to the support needs of applicants who may be vulnerable or have special needs.

Promote tenant participation, community involvement and consultation. On occasions may be required to attend tenant meetings out of office hours.

Initiate, develop and support resident involvement, community development and encourage participation, including attending and making presentations to tenants, partners, staff, community, Councillors and stakeholders.

Effectively manage and prioritise caseloads and time management, maintaining and updating all computer systems and hard copy files in line with policies and procedures.

To carry out administration work associated with the voids and allocations process.

To maintain accurate records of allocation processing in-line with audit requirements.

Identify and process incentive to move applications including payment and removals if necessary.

Authorise Tenant reward payment for processing by Housing Options Assistant.

Attend and contribute to void meetings to indentify/resolve possible delays.

Maintain and update computerised voids records system on Orchard.

Provision of general information in response to general enquiries, request for data/information.

Support tenants with accessing Housing Options.

Developing services

Contribute to improving the delivery of a wide range of housing services by working effectively with colleagues, staff in other service units, partnership organisation and external agencies etc.

Working with others

Contribute to process improvement & work planning.

On-going contact with tenants and residents, and staff in own and other teams. External contacts include local authority staff, Citizens Advice Bureau staff, and debt advice agencies.

Conducts one-to-one interviews with tenants.

Deals with customers on the telephone, at reception and in interview situations.

Work as part of a team, attending team meetings and team briefings as required.

Participate in cross departmental activities.

Managing and developing self

Manage & prioritise own workload.

Actively participate in regular one-to-one meetings with Team Leader and Performance Review scheme.

Undertake learning and development activities, including attending training events.

Managing and developing others

To facilitate guidance, support and training to staff.

Maintenance of property and equipment

Responsible for the safe use, storage and maintenance of equipment associated with own job.

Works with other office staff to ensure that office machines are kept in working order and supplied with stationery. Report faults when they occur.

Must comply with current Office Health & Safety Practises and Risk Assessments.

Financial management and control

Is financially aware of procedures and constraints.

Legal and regulatory compliance

Works within Tamworth Borough Council’s policies and procedures, the law and best practice and Tenant Regulatory Frameworks relevant to role.

Health & Safety

To work in accordance with health and safety rules including reporting and recording any health and safety incident or accident.

Core Value Behaviours

To work in accordance with Housing’s Core Value & Behaviours policies and guidelines in relation to equality/diversity and positive attitude at work.

Culture

To promote a professional attitude at all times ensuring a prompt, courteous and helpful response when dealing with staff, customers and other agencies internally or externally.

Diversity, Respect and Equal Opportunities are key aspects of Tamworth Borough Council’s key values.

Tamworth Borough Council employee’s will work within such policies ensuring that these are complied with throughout all activities within the scope of this role and the highest standard of customer care are achieved.

All jobholders need to work in a way that reflects Tamworth Borough Council’s Values.

Other Duties

To undertake any other reasonable duties commensurate with the grade and general nature of the post.

Provide office cover for other members of the housing team in their absence.