Role Title: Property Officer Reporting To: Property Manager Grade: EVH Grade 7 Job Purpose: To deliver a customer focused property repairs, maintenance and improvement service including reactive repairs, works to empty properties, planned improvement works, adaptations and cyclical maintenance. To be responsible for the reactive and planned repairs service 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 · 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. · 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. · Carry out void inspections and liaise closely with the Customer Contact team, Housing Management and contractors to ensure value for money is being achieved and contractual targets are met. · 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. · 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. · 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. · 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. · 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. Act as contract manager and take formal action to address contractor performance as required. · 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. · Regularly attend RTO meetings · Work with other team members including the Housing Management team and the Factoring Manager to lead the development of an annual estate plan for the areas contained within the ‘patch’. · Manage the insurance process in respect of any claims arising within the ‘patch’. · Maintain a good working knowledge of the schedule of rates relating to reactive repairs and voids hilighting any gaps in the coding structure to the Customer Services Manager. · Manage the repair element of decant works ensuring that decant and void periods are kept to a minimum. 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 Head of Property.