Role Title: Housing Assistant Reporting To: Housing Manager Grade: EVH Grade 6 Job Purpose: As a member of the Housing Management team, you will play a vital role in the delivery of a quality housing service ensuring that this responds to customer and organisational needs in line with the policies and procedures of the Association.You will oversee and carry out the administration tasks related to the choice based letting system, My Home, ensuring that void properties are let effectively and efficiently. The role will require you to provide an appropriate level of support to those customers unable to register and apply for housing through the online system independently. You will be responsible for developing and maintaining training materials on the operation of the choice based letting system and provide training to new members of staff who will be required to use the online letting system.Operating in a strong performance and customer focussed culture you will be expected to work with the wider operational teams to ensure that excellent services are provided to the customers of the Association. Key Responsibilities: Functional § Respond to tenant and customer enquiries regarding the allocations policy and process made via a variety of communication methods, resolving issues for customers at first point of contact in line with agreed timescales. § Provide advice and guidance on the Associations allocation policy and the turnover of stock to housing applicants. § Ensure that the service is carried out in an efficient manner in accordance with the associations policy, procedures, statutory guidance and legislation. § Manage the Associations weekly advertisement list of properties for rent ensuring that all key information is captured in the advert. § Carry out housing application and pre tenancy verification checks in line with procedures and alert the Housing Manager to any issues or concerns. § Deal with stage one customer complaints in line with the Associations policies and procedures. § Respond to general enquiries in relation to allocations from local elected members. § Provide training to members of staff as part of the induction process and lead training team members on any changes or upgrades to the choice-based allocation system, My Home. § Produce monthly reports and statistics relating to allocations in relation to key performance indicators and targets for the monthly performance meetings. § Support the Housing Manager in reviewing and submitting allocations data for the Annual Return on the Charter (ARC). § In conjunction with the Customer Contact team respond to email and telephone enquiries from customers in relation to allocations. § Identify housing applications which meet the criteria for suspension and escalate to the Housing Manager. § Work with the Associations partner organisations to carry out periodic reviews of the housing waiting list. § Support customers and applicants to complete online applications and provide information on housing options, their rights and responsibilities as a tenant and signpost/refer to agencies that can assist customers in sustaining a tenancy. § Refer customers and applicants to the Council’s Homeless Casework Team where there is a potential threat of homelessness. § To provide the Housing Manager overseeing the Choice Based Letting system with administrative support. § Attend the Home Connections working group meetings when required. Organisational § Ensure that all key policies and procedures relating to role and more widely the Association are adhered to all times. § Manage own performance and alert the Housing Manager to any issues or concerns affecting own performance. § Be outward looking and work with our partner organisations in the development and delivery of the choice based letting system, ‘Find My Home’. § Work with front line teams to support the delivery of services to customers. § Attend training and one to one meetings as required. § Ensure that duties are being delivered in line with the documented role expectations § Periodically seek feedback from customers on the services provided through the My Home system and the overall Allocations policy. General § Assist in the completion of Pre-let visits and two person visits where resources allow. § Provide support and assistance to housing officers during periods of high demand, that may include viewings, sign-up etc. § Support the team in the delivery of the day-to-day business of the Association and carry out administrative activities as and when required. § Maintain a stock of sign-up paperwork packs § Any other duties as agreed with Managers or Senior Managers. § Attend evening and weekend meetings as required. Corporate Responsibility · 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 in line with published timetables. · Ensure that services are delivered in line with the Associations core values.