Job Title: Housing Officer - Sandwell PFI
Contract Type: Permanent
Salary: £34,776.35 per annum (£38,262.47 after 12 months successful performance)
Working Hours: Full Time - 35 Hours
Working Pattern: Monday - Friday
Role Type: Hybrid/Located (needs 2–3 days per week)
Location: Hawthorn Fields Neighbourhood Office, St Vincent Crescent, West Bromwich B70 0LG
Overview
The principal frontline worker will maximise the economic viability, social sustainability and self‑sufficiency of the tenancies in their patch through targeted support, services and action, establishing and maintaining strong relationships with customers, acting as an 'Account Manager', advocating for the customer to ensure that other teams provide services at the expected level. Delivered through flexible, self‑led and resourceful processes that enable the front line worker to put the customer first.
Responsibilities
* Supervise the delivery of a high‑quality, compliant, customer‑focused housing management service across a defined patch of general needs homes and a small portfolio of leaseholder properties.
* Accountable for day‑to‑day operational performance across tenancy management, estate management, income and arrears activity, ASB casework, customer experience/complaints handling, cash office duties, and local partnership working.
* Maximise and increase income collection, working with the PFI Income Management Team to ensure good payment practices from tenancy start, support customers with benefit claims, signposting for advice, and carrying out home visits during the arrears pursuance process.
* Represent Riverside in Court as required for cases brought against customers within the designated area, ensuring cases are progressed timely and effectively and that relevant internal stakeholders are updated throughout.
* Act as an "Account Manager" for the customer and property, identifying issues that can be resolved with early intervention, liaising with internal & external stakeholders to ensure services and actions are effective and efficient.
* Provide a visible neighbourhood presence through home visits, raising repairs, identifying damp and mould in line with Awaab's Law, completing PCFRA and RPEEP referrals in high‑rise blocks, and working with partners to keep customers safe, supported and able to sustain their tenancy.
* Safeguard children, young people and adults at risk in line with Riverside's policies and statutory duties, recognising and responding to safeguarding concerns, maintaining professional boundaries, and collaborating with partner agencies.
* Manage 'patch profitability', minimising void rent loss, identifying cash leakage and working with Shared Service colleagues on inspections, property viewings and managing tenancy sign‑ups.
* Manage a delegated discretionary budget, allocating funds while adhering to Group financial controls.
* Provide quality assurance for all communal areas, escalating contracted service failures and resolving issues using the relevant procedures.
* Manage and oversee anti‑social behaviour (ASB) cases, ensuring timely responses, appropriate risk assessments, and proportionate interventions; collaborate with SMBC and partner agencies to resolve cases.
* Process medical, overcrowding and housing transfer applications, ensuring accurate assessments, evidence‑based decisions, and progression in line with policy and authority frameworks.
* Oversee and facilitate mutual exchange applications, completing tenancy, statutory and property checks, arranging inspections, and communicating decisions clearly.
* Deliver proactive estate management, including inspections, addressing environmental concerns and monitoring communal areas.
* Manage decant processes: assess suitability, arrange temporary accommodation, coordinate with internal teams and contractors, and maintain communication with tenants.
* Ensure all works and service delivery are carried out in accordance with agreed method statements, policies and procedures, monitoring performance against KPIs.
* Cash Office
o Ensure safe and compliant delivery of cash/transactional duties, including receipting, balancing, secure storage, banking arrangements, audit trail and segregation of duties.
o Monitor adherence, address variances and ensure the team is trained and scheduled for service continuity.
o Act as designated cash supervisor, attending the office from 08:45 am at least twice per week, remaining until 17:30 for cash reconciliation and secure transfer of monies.
o Maintain oversight of financial controls, ensuring compliance with organisational procedures and audit requirements.
Other Duties
* Undertake regular training to deliver the role safely.
* Occasionally undertake additional duties of equivalent nature in consultation with the Line Manager.
* Commission, direct and influence other teams to resolve low‑level anti‑social behaviour, hate crimes, domestic abuse and community cohesion matters, escalating complex cases to the SMBC Anti‑Social Behaviour Team.
* Maximise the use of mobile technology for efficient and proactive customer service.
* Champion and promote the usage of the online self‑service facility to reduce demand on front‑line resources.
* Collaborate with stakeholders to deliver customer involvement objectives, attend community meetings where relevant.
* Build effective relationships with customers, identify their needs and aspirations, and provide targeted support.
* Provide clear, supportive social housing advice to customers, colleagues and other stakeholders, including signposting where appropriate.
* Act as an advocate for customers, ensuring their expectations are met and appropriate services received.
* Work with customers to minimise and resolve issues and complaints, liaising with the Customer Complaints Team as required.
* Promote opportunities for customers to engage in decision‑making through the customer involvement function.
* Collaborate with regional colleagues, providing local intelligence on neighbourhood issues to contribute to the regional planning process.
* Ensure internal business processes align with Group policy, procedures and statutory requirements.
* Maintain accurate records using appropriate systems, ensuring data integrity and quality of service data.
* Contribute to continuous improvement of processes and procedures.
* Organise own work, priorities and objectives to meet organisational goals, with a focus on self‑led work and customer needs.
* Respond flexibly to necessary changes in work priorities and undertake other duties as required.
* Build relationships with local stakeholders to foster partnership working and deliver shared neighbourhood improvement.
* Ensure all data protection and health and safety requirements are met in accordance with Group policy.
Qualifications and Experience
* Proven experience delivering front‑line housing management services in a social/affordable housing environment.
* Working knowledge of key housing management areas: tenancy management, estate management, ASB, income/arrears escalation, and customer service.
* Demonstrable understanding of operating in a regulated environment, applying policy, maintaining clear records, and responding to complaints effectively.
Benefits
* Competitive pay and generous pension.
* 28 days holidays plus bank holidays.
* Flexible working options available.
* Investment in learning, personal development and technology.
* A wide range of benefits.
Diversity and Inclusion
Riverside is inclusive and values diversity in all its forms. We foster a workplace where all individuals are respected, empowered and heard. Riverside is a Disability Confident Employer and operates a Guaranteed Interview Scheme for any applicant who declares they have a disability. If the applicant meets the minimum requirements for the role, they will be guaranteed an interview.
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