Main Accountabilities:
1. Tenancy Management
Act as the main point of contact for tenants throughout their tenancy.
Conduct tenancy sign-ups and explain rights/responsibilities under tenancy agreements.
Manage tenancy enforcement when conditions are breached.
Write clear, legally appropriate correspondence.
2. Anti-Social Behaviour (ASB) and Complaints
Handle ASB and hate incident cases sensitively and in line with policy.
Keep accurate records and keep residents informed throughout the process.
Respond to complaints using the Council's policy and within deadlines.
3. Property and Health & Safety Management
Carry out regular inspections of properties and communal areas.
Ensure compliance with health & safety regulations (fire, gas, electrical, asbestos).
Conduct risk assessments and follow up on fire risk assessments.
4. Repairs and Maintenance
Log, monitor and follow up on repairs.
Liaise with the Asset Management Team and contractors to ensure timely completion.
Raise and inspect repair requests.
5. Voids and Reletting
Manage void properties, ensuring quick turnaround for re-letting.
Monitor and manage voids works with appropriate teams.
6. Income Collection and Enforcement
Collaborate with Housing Finance to manage rent collection.
Take enforcement action on arrears, including potential eviction.
7. Customer Support and Inclusion
Work with internal teams to support tenants, particularly those moving on from homelessness.
Arrange basic supplies where necessary (e.g., bedding, kitchenware).
8. Administrative and IT Responsibilities
Maintain accurate records in housing systems and databases.
Use IT systems effectively (including MS Word, Excel, housing management systems).
9. Other Duties
Attend out-of-hours appointments/meetings and participate in the on-call rota.
Assist in emergency planning.
Contribute to personal and team targets.
Comply with council policies (Equal Opportunities, Safeguarding, H&S, IT Security).
Undertake training and other duties as required.
✅ Essential Attributes:
AttributeRequirement
Education/Training
CIH qualification or significant housing management experience
Knowledge
Strong understanding of housing legislation and tenancy management
IT Skills
Proficient in housing systems and Microsoft Office
Communication
Excellent written and verbal communication