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Liquid Recruitment Solutions
,
London, Greater London
Resident Services Officer
Overview
Job Description
Our Client is a resident-managed housing organisation, working in partnership with Southwark Council, which manages 1,600 properties and is based close to London Bridge Station. We have a wonderful opportunity to join Our Client's team as a Resident Services Officer. Purpose of the Job The Resident Services Officer delivers resident led services that supports tenants and home owners throughout their occupancy of properties, ensuring that legal and financial requirements are fulfilled and giving individual support on housing matters. An important part of the role is being visible on our estates and listening and talking to our residents. Main Accountabilities 1. Provide the first and visible point of contact for housing related matters raised by tenants and homeowners. Ensure that issues raised are comprehensively case managed, where necessary engaging other services or routing to other providers; so that resident issues are resolved. 2. Manage residents' interactions with our client throughout the tenancy lifecycle, from pre-occupancy viewing, tenancy checks, introductory visits, rent collection, through to tenancy cessation. This may include occasions where a tenant's actions require the application of legal action as a final escalation stage and post residency actions, such as debt recovery. 3. Provide a comprehensive home ownership management service, applying policies and procedures. Including, participating in home owner consultation activities, verification of right to buy information, resident/ landlord disputes, home owner name changes, insurance claims, Implementation of home owner charges. Where required participate in legal matters; including referrals to First Tier (Leasehold) Tribunal. 4. Pursue appropriate action in relation to; unauthorised occupants, rough-sleepers, incidents of anti-social behaviour, including fly tipping and drug offences. Dependent on severity, working with the police and other agencies, including preparation for and attendance at Court when required. 5.Support tenants to obtain re-housing, within the Southwark Council policy Tackle unlawful sub-letting of secure tenancies 6. Work with vulnerable residents, including victims of domestic violence, hoarders and those with multiple needs such as the ailing elderly. Ensure their needs are met through supportive landlord services and provide a signposting service to partner organisations for residents with additional needs. 7. Identify and act upon issues affecting the safety and appearance of our blocks. Order and chase repairs. Challenge unauthorised works e.g. satellite dishes, estates agents' boards. Enforce tenancy and home owner agreements. 8. Continually apply estate regulations and good housekeeping activities, e.g. responding to fire safety risks, coordinating housing management inspections, mandatory gas safety checks, including force- entries and parking controls. 9. Participate in maintenance/ repairs activities and their delivery through; ordering repairs, liaison with external contractors, working with JMB colleagues to respond to resident queries and complaints, working with residents to ascertain repairing responsibilities when leaks and other repairable damage is reported. As required, contribute to plans for the improvement initiatives. 10. Support resident participation in the JMB community. Participate in publicising activities,encourage individuals' involvement in social events and to play an active role in the management of our services through; TRAs, sub-groups, the JMB Board and resident initiatives such as pensioners' project. 11. Maintain IT systems, administrative and financial procedures and deal with all correspondence in connection with housing, home owner charges and rent arrears work, including resident, Director and external enquiries.