Role Title: Property Officer (Voids)
Reporting To: Head of Property & Neighbourhoods
Grade: EVH Grade 7
Job Purpose:
To lead the delivery of an efficient voids management service of vacant properties and property acquisitions in line with the Associations policies and procedures. Leading the end-to-end repairs process for void properties and acquisitions, preparing the specifications of work, raising the works orders ensuring that work is completed within the agreed timeframes and within budget. Conducting thorough pre and post inspections to guarantee all works meet the required re-let quality standards and that the contractor has carried out all of the agreed works. Liaising with contractors and suppliers to support the delivery of an efficient and cost-effective void service which delivers value for money.
Ensure that all relevant internal teams and parties informed of progress with each void and any acquisitions.
Provide cover and support to the wider team and duties may include supporting the delivery of a customer focused property repairs service, planned improvement works, adaptations and cyclical maintenance to the association's customers.
Taking part in the daily duty rota to ensure that an appropriate level of cover is maintained in the team to cover whilst ensuring that customer service, best practice and quality are at the hear of the service delivered.
To provide cover and support where required in the team to deliver an effective reactive and planned repairs service to the Associations customers. in a 'patch' of properties working to develop positive and meaningful relationships with tenants ensuring that best practice, quality and efficiency are at the heart of the service delivered.
The following list is typical of the level of duties which the post holder is expected to perform or be responsible for. It is not necessarily exhaustive and other duties of a similar type and level may be expected from time to time.
Key responsibilities
· Full ownership of the voids works process including, diagnosing repairs, issuing works orders following pre-inspection, ensuring contractual void timescales are met, managing any variances in works orders, communicating and liaison with other teams in the Association around voids and post-inspection of completed void
· Leading and keeping records of weekly voids liaison meeting with the contractor and housing team
· Effective liaison with other teams around the void process, ensuring timescales are always communicated
· Excellent contractor management, ensuring void turnaround and costs are minimised and the voids contract is fully understood
· Liaising with contractors and utility suppliers
· Ensure that small repairs identified by the customer after letting are completed within timescale.
· Liaise with finance staff around voids budget management including providing projections of spend.
· Provide a reactive repairs service to a 'patch' of properties, assessing repair issues, specifying required works and coordinating contractors to ensure repairs are carried out in an efficient and timely manner when required.
· Carry out pre and post inspections in line with departmental targets to ensure that value for money is being achieved along with excellent levels of customer satisfaction.
· Lead consultation with owners, drawing on support from the Factoring Manager as required, around reactive repairs and cyclical works including checking title deeds and ensuring full recovery of monies due to the Association when required.
· To fully utilise the Association's Integrated Housing Management System (SDM or equivalent) to record contract information and input notes on the Housing Management System following every interaction with a customer.
· Coordinate and monitor aids and adaptations work including liaison with tenants, external agencies and contractors to ensure work is delivered on time and in line with budget when required.
· Work with the wider Property team in the development and delivery of planned maintenance contracts ensuring that projects are managed in line with the Associations procedures when required.
· Identify and address any areas of poor performance by Contractors and report the outcomes to the relevant manager within the Property Team.
· Carry out internal and external condition inspections of the Association's stock including common areas when required.
· Demonstrate a flexible approach by working jointly with colleagues and providing cover as and when is necessary to ensure continuity of service to customers.
· Ensure that specific planned and cyclical contracts are delivered on time, on budget and meet tenant expectations.
· Manage the void contract and hold monthly performance meetings with the contractor to ensure that the service is delivered in line with the contract.
· Escalate any issues relating to the void contract to the Property Manager.
· Deal with customer complaints in line with the Association's policy and procedure ensuring that any learning outcomes are captured and utilised to improve services to customers within agreed timeframes.
· Check invoices in line with the Association's Financial Regulations and ensure that all costs are in line with the relevant contract.
· Attend RTO meetings when required.
· Work with other team members including the Housing Management team and the Factoring Manager to lead the development of an annual estate plan for communal areas managed by the Association when required.
· Manage the insurance process in respect of any claims arising when required.
· Maintain a good working knowledge of the schedule of rates relating to reactive repairs and void repairs highlighting any gaps in the coding structure to the Customer Experience Manager
· Support the team to deliver the repair element of decant works ensuring that decant and void periods are kept to a minimum when required.
Corporate Responsibility
· Work effectively and collaboratively as a property team member ensuring that the Association's values are lived on a day-to-day basis
· Ensure compliance with all regulatory, statutory and legal requirements and other directives
· Comply with MHA's policies including our code of conduct, health and safety, anti-fraud and bribery and equalities policies
· Ensure effective communication in plain language, both internally and externally, to ensure people are informed, engaged and find it easy to access our services and contact us and understand our information and the decisions we make
· Maximise the use of ICT to improve efficiency, increase productivity and develop new and existing services
· Produce accurate and timely performance information and data, including information required for regulatory and statutory returns and implementing actions arising from internal and external audits as directed
· Actively seek ways to engage customers in shaping and influencing our services, seek and use feedback, including working positively to support our tenant scrutiny group and Registered Tenants Organisations
· Attendance at local community and tenant events as required.
General
Any other duties as agreed with the Property Manager