Housing Options Advisor

As Neighbourhood Services Officer, you'll play a core role in delivering exceptional housing management services fostering positive relationships with our customers. This role offers an opportunity to contribute to the overall well-being of our residents while ensuring that our housing services are efficient, responsive, and tailored to meet evolving needs.

Leadership

• Demonstrating high personal standards of integrity, fairness, respect and empathy, when dealing with customers, colleagues and stakeholders. Including being prepared to challenge inappropriate behaviour
• Supporting a positive complaints culture, listening to customer feedback, ensuring ideas for service improvement are shared and learning from complaints is embedded
• Constantly looking at ways to improve how we work and the services we provide through a continuous improvement mindset and approach, ensuring customer views and priorities influence decisions
• Keeping up to date with changes in housing legislation, best practice, policies, and procedures, proactively sharing with colleagues

Core service and performance

• Ensure that the highest level of service and customer satisfaction is delivered through the tenancy and neighbourhood services team and agreed targets are achieved
• Proactively manage, maintain, and enhance designated social housing neighbourhoods, addressing all aspects of tenancy conditions with a strong emphasis on customer care, following agreed processes and delivering targets
• Contribute to emergency response efforts, providing vital support to residents during critical situations
• Collaborate with internal and external colleagues and partner agencies to address low-level anti-social behaviour, reports of hate crime & domestic abuse, as well as issues affecting community cohesion, escalating complex cases as necessary
• Support the effective management and re-letting of void properties by carrying out pre-termination visits; sign-ups and new tenant visits promptly, ensuring that new tenants understand their rights and responsibilities and are signposted early to support where needed
• Ensure quality assurance for communal areas within your patch, focusing on health and safety. Promptly escalate concerns and service failures and work with colleagues in other teams to resolve issues
• Build effective and strong relationships with customers, identifying needs. Providing targeted support, using insight and understanding to improve tenancy sustainability, referring and signposting to specialist support where required
• Offer general housing advice such as moving options, transfers, succession, management of neighbourhood issues and supporting new tenants to settle into their homes
• Carry out tenancy checks, referring possible breaches or potential fraud for further investigation. This could include starting legal action such as serving Notice to Quit or Notice of Seeking Possession
• Undertake routine and ad hoc visits to tenants and their representatives to address concerns, coordinate necessary services, and implement action plans
• To carry out regular visits to vulnerable residents, act on and identify cases of vulnerability devising a plan of action and co-ordinating with other agencies to ensure that needs are addressed
• To respond to correspondence/ complaints/ enquiries from a wide range of customers, partners and members of the public