Housing Officer

Housing Officer

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Our vision is to create communities where everyone has a safe home in a place where they’re

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proud to live. We’re big and we’re local. Residents are at the heart of all we do and we use our

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size to influence positive change in the areas where we operate.

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It’s also about living our values which are at the HEART of what we do. All colleagues are

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expected to demonstrate a commitment to our values through their behaviours, actions and

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words on a daily basis. As a valued member of the Southern Housing Team, you’ll embrace our

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Values to inspire others as well as yourself to be

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• Honest

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• Efficient

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• Accountable

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• Respectful

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• Trusted

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You’ll demonstrate our HEART values in your behaviours. You’ll:

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• Be authentic, open and transparent in your actions and words

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• Believe that by working together we accomplish more, and work hard every day to

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improve services, efficiency and value for money.

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• Take responsibility for delivering excellence and own your own actions.

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• Embrace difference, and put our residents, colleagues and our partners are at the

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heart of all you do.

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• Do what you say you will and be relied upon to keep your promises.

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And, of course, show commitment to our approach to Equality Diversity & Inclusion, Health &

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Safety, Compliance and Code of Conduct policies and practices within Southern Housing.

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The role

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The regional housing teams are at the frontline of the housing service and are the team that will

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deal with complex housing issues and see residents in their homes. You will be responsible for

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supporting tenants through the tenancy. Being professionally curious every day and for ensuring

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we know who our residents are. And taking action to ensure their wellbeing, welfare and health

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and safety are addressed. You’ll deliver a great service, excellent housing advice and support.

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You’ll be empathetic, polite, courteous, and hard working as well as proactively resolving issues

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when you find them, in a safe and efficient manner.

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You will take ownership and responsibility for delivering a variety of housing management tasks,

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to consistently meet KPI’s and operational targets.

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Collaboration with internal teams will be essential in your role, as you work together to improve

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resident satisfaction and ensure a seamless and integrated approach to service delivery.

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You will work with the Area Housing Manager to maintain external relationships with key

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partners including the Local Authorities, statutory and voluntary agencies.

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You will deliver a service in line with policy and procedures and to agreed performance

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standards.

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The location

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You will work from a main office or hub and will spend much of your time out on site, visiting

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estates and seeing residents in their homes. You can work in a hybrid way, making use of our

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hubs, estate and scheme offices and some of the week working from home subject to business

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need.

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What you’ll be doing:

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• Provide an effective housing management service, working with multi-agency partners

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and within the relevant legal and regulatory frameworks.

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• Settle residents into their new homes and visit residents on a regular targeted and proactive basis, ensuring tenancy conditions are met and properties are maintained to a

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good standard.

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• Complete welfare checks, making safeguarding referrals, monitoring and updating

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cases, working in partnership with multi agency partners.

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• Work proactively with customers, manging expectations, to ensure they’re able to have

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successful tenancies and have a positive view of their environment and landlord.

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Managing complex cases through to completion

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• Carry out pre-void inspections and viewings. Work with lettings and contract services

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colleagues to ensure the turnaround of vacant homes are within agreed key

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performance indicators.

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• Support with the management of ASB cases as required. Lead on dealing with nuisance

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issues such as neighbour disputes not reaching the ASB threshold. Explore solutions

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such as good neighbour agreements, mediation, and non-legal interventions.

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• Attend court and prepare contracts, notices and legal papers on tenancy breach issue.

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• Attend multi-agency partnership meetings

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• Support our safeguarding obligations by applying professional curiosity and reporting

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concerns to the specialist teams.

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• Support and collaborate with colleagues who deal with tenancy fraud.

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• Prevent non-essential visits by offering a comprehensive, responsive, high quality

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housing management service using alternative methods of contact.

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• Provide a holistic approach to resident contact, identify opportunities to carrying out

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tasks on behalf of other teams, and/or support residents into services to improve health

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and wellbeing, employment, education and training.

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• Ensure residents are safe in their homes, working with other teams to provide access to

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resident’s homes as required. Ensure FRA actions are completed and carrying out

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PEEPS and PCFRA’s as required.

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• Carrying out a programme of tenancy audits so we know who our residents are and

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identifying support needs.

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• Assist the income management team in ensuring rental and service charge income is

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maximised and recovered.

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• Work in conjunction with the Risk Management framework, encompassing Health and

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Safety, Data Protection and demonstrate effective controls and compliance with all

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statutory, regulatory and policy requirements relating to the management of the

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business.

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• You’ll maintain a detailed knowledge of current legislation, available technology, data

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protection changes, regulatory framework, and best practice, understanding the

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implications this has on service, where there are specific service/financial implications.

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What you’ll need:

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Knowledge and experience

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• Experience of working in a housing environment, including dealing with cases of

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nuisance and harassment in a housing management context and has a good knowledge

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of relevant legislation and of tenancy enforcement.

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• Proven experience of following processes, using initiative, and delivering excellent

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customer service.

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