Job Title
Housing Officer – Sandwell PFI
Contract Type
Permanent
Salary
£34,776.35 per annum (£38,262.47 after 12 months of successful performance)
Working Hours
Full Time – 35 hours per week
Working Pattern
Monday – Friday
Role Type
Hybrid/Located: service requires 2/3 days per week
Location
Hawthorn Fields Neighbourhood Office, St Vincent Crescent, West Bromwich B70 0LG
About the role
The principal frontline worker will maximise 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’ and advocating for the customer to ensure that other teams provide services to the expected level.
Responsibilities
* Accountable for maximising and increasing income collection, working in partnership with the PFI Income Management Team to ensure good payment practices, supporting customers with benefit claims and carrying out home visits during arrears pursuits.
* Represent Riverside in court and manage case progression with SMBC, ensuring timely outcomes.
* Act as an ‘Account Manager’ for the customer and property, identifying issues for early intervention and liaising with stakeholders.
* Provide a visible neighbourhood presence by carrying out home visits, raising repairs, identifying damp and mould in line with Awaab’s Law, completing PCFRA and RPEEP referrals, and ensuring customer safety and tenancy sustainment.
* Safeguard children, young people and adults at risk; provide appropriate responses, maintain professional boundaries, and work with partners to secure outcomes.
* Minimise void rent loss and cash leakage, coordinate inspections, property viewings and new tenancy sign‑ups.
* Manage the delegated discretionary budget and ensure adherence to financial controls.
* Provide quality assurance for communal areas; regulate service failures and resolve issues.
* Manage anti‑social behaviour (ASB) cases, ensuring timely risk assessments and proportionate interventions.
* Process medical, overcrowding and housing transfer applications, offering advice and maintaining records.
* Oversee mutual exchange applications, ensuring statutory checks and clear communication.
* Implement estate management activities: inspections, environmental concerns, monitoring and escalation.
* Manage decant processes: assessment, temporary accommodation coordination and communication with tenants.
* Ensure all works follow method statements and statutory procedures; monitor KPIs and address non‑compliance.
* Ensure safe and compliant cash office duties: receipting, balancing, secure storage, banking, confidentiality and segregation of duties.
* Attend cash office at least twice per week from 08:45 to 05:30, maintaining service continuity.
* Carry out training and undertake additional duties as agreed with line manager.
* Commission, direct and influence other teams for low‑level ASB, hate crime, domestic abuse and community cohesion matters.
* Promote mobile technology and online self‑service for financial efficiencies.
* Collaborate with stakeholders for customer involvement and decision making.
* Gather and use local intelligence for regional planning.
* Follow internal business processes, maintain accurate records, ensure data protection and health & safety compliance.
* Persevere with self‑led priorities, respond flexibly to changing work demands and promote partnership working within the neighbourhood.
Qualifications
* Proven experience delivering frontline housing management services in a social/affordable housing environment.
* Working knowledge of tenancy management, estate management, ASB, income/arrears escalation and customer service.
* Demonstrable understanding of working in a regulated environment, applying policy and responding to complaints.
Benefits
* Competitive pay & generous pension
* 28 days holiday plus bank holidays
* Flexible working options
* Learning, personal development and technology investment
* A wide range of benefits
Diversity & Inclusion
Riverside is committed to diversity and inclusivity. We foster a workplace where all individuals are respected, empowered and heard. Riverside is a Disability Confident Employer and offers a Guaranteed Interview Scheme for disabled applicants.
Additional Information
* Role exposed to sensitive information; confidentiality required.
* Flexible working hours for operational needs.
* Commitment to equal opportunities and non‑discriminatory practices.
* Evening and weekend work may be required, planned in advance.
About Riverside
Riverside is a UK‑based not‑for‑profit social housing and regeneration organisation managing around 75,000 homes and providing comprehensive services across homelessness, social care, employment support and retirement living.
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