Housing Manager

Job Description

Job Title: Housing Manager
Contract Type: Permanent
Salary: £35,137 - 36,358 per annum Plus £4000 London Allowance.
Working Hours: 37.5 hours per week.
Working Pattern: 9-5 Monday - Friday
Location: Bank House, Lambeth

If you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter. At Riverside we recruit to potential not just on skills and experience, so we encourage you to apply even if you don't meet all the essential criteria on the job description.

The difference you will make as a Housing Manager

You will Our aim is to improve the quality of life for the residents who live in our Extra Care services, enabling them to live independently and play an active role in their communities. In this role, you will be required to deliver an effective housing management service for our partners and stakeholders that meets the demands of our customers living in specified housing service. You will champion a strong ethos of partnership working in order to support common goals and objectives, safe practices, contractual requirements and creating mutually beneficial opportunities at all times that puts customers at the heart of what we do.

About you

We are looking for someone with.

• Proven experience of relationship management within a housing environment.
• Proven track record of effective stakeholder management, both internally and external to the organisation.
• Experience of housing and facilities management including voids, lettings and arrears.

Why Riverside?

At Riverside, we're a housing association with a difference - enhancing the everyday for all our customers. For 90 years, we've been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives.

We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.

Working with us, you'll enjoy:

• Competitive pay & generous pension
• 28 days holidays plus bank holidays (pro rata)
• Flexible working options available
• Investment in your learning, personal development and technology
• A wide range of benefits

Diversity and Inclusion at Riverside:

We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues.

Applications may close before the deadline, so please apply early to avoid disappointment.

Role Profile

Relationship management

• Be the "on site" main point of contact and key operational liaison for our partners and stakeholders (where required).
• Be able to respond to and deal with issues that may arise on a daily basis with a solution-focused and approach.
• Organise regular meetings with the required partners/stakeholders to build a pro-active relationship management agreement where we work to deliver identified common goals and objectives as per contractual requirements.
• Actively build positive relationships with all key stakeholders through collaborative partnerships, by holding regular check-ins, meetings and feedback sessions where we work to identified common goals and objectives.
• Attend forums, tasks groups and networking events to promote and position Riverside as the preferred provider in the area.
• Organise and pro-actively participate in all customer meetings (including partnering customers), representing the organisation and promoting an ethos of partnership working as per contractual requirements.
• Identify and record all actions and lead on delivery of Riverside's actionsthe agreed time frame.
• Be the lead and Riverside's main point of contact when dealing with all Riverside departments when meeting the housing needs of our customers.
• Build effective partnerships with regional and other colleagues across Riverside, participating in wider initiatives.

Leading a service

• Manage the service as per contractual requirements, meeting KPI's identified within the contract and reviewing contract performance on a regular basis.
• Lead on the delivery of the service level agreement between all identified partners including; onsite care providers, cleaners and other third party providers.
• Participate in the setting and management of service budgets and monitor spend by accessing the finance system, reporting budget variances to the budget holder.
• Produce reports and other written documentation as required to support contract delivery.
• Work with customers and colleagues to deliver the objectives within Riverside's Corporate Plan.
• Co-ordinate and facilitate any project related to the partnership.
• Effectively manage customer engagement through co-production activities including meetings and events to ensure a high level of customer satisfaction.
• Promote the service by organising open days, working with the local community to develop social integration and promoting the communal facilities in the service (where appropriate).
• Line manage a team, working together to set expectations, facilitate regular meetings to communicate effectively, hold check-ins with colleagues to support and guide colleagues to fulfil their potential.
• Ensure all aspects of facilities and hospitality services are effectively managed including that the bar and restaurant are guaranteeing the highest level of customer service (where we have catering facilities).
• Oversee the guest bookings and quality of rooms (if providing this service)

Housing and income management

• Ensure compliance with Health & Safety legislation and other regulatory obligations, carrying out inspections, assessing risk, putting in control measures and reporting risks.
• Manage and report responsive repairs for the accommodation (including any partner accommodation), liaising with contractors and being the main point of contact for contractors for customer accommodation and communal areas.
• Working in partnership with asset and compliance colleagues to ensure our properties are safely managed, carrying out inspections and follow up on any outstanding actions.
• Manage empty properties, ensuring that they are referred to asset colleagues for void work and follow void procedure to ensure flats are ready to let.
• Manage an effective housing allocation and referral pathway into the service, including assessments, providing moving-in and settlement support and ensuring customers are able to access the service as quickly as possible.
• Be responsible for ensuring the rental income for the service by is received, supporting the process with customers by; providing guidance and advice in relation to benefits applications, working with colleagues to ensure rent payments from customers are paid on time, supporting resolution or queries and managing any arrears to minimise any losses.
• Oversee customer billing/charging for housing, hospitality (where we have these facilities) and ensure payments are managed and monitored effectively.
• Ensure the service is secure at all times, with appropriate tools/methods eg. CCTV, Alarms and support customers with advice in relation to managing their own security.

Other information

• You will be a 'located' worker and expected to work on-site.
• You will be required to work flexibly to meet customer and business needs, which may include out-of-hours working and participating in an "on-call" rota.
• Undertake regular training and take responsibility for continuous development to enable you to deliver your role safely.
• Use the Lone Worker system as and when necessary.
• Ensure customers are safe at all times - carrying out all of your duties within Riverside's Policy & Procedure framework e.g. Health & safety, safeguarding, dignity at work, GDPR, cash handling, etc.
• Deliver your role in line with the Riverside company values - "Our Riverside Way".
• Participate in team meetings, attend regular supervisions and reflective practice sessions.
• From time to time you may be required to undertake additional duties and responsibilities in consultation with your Line Manager.

Person specification

Knowledge, Skills and Experience

Essential

• Proven experience of relationship management within a housing environment.
• Proven track record of effective stakeholder management, both internally and external to the organisation.
• Experience of housing and facilities management including voids, lettings and arrears.
• Previous experience of working with customers in a care & support setting.
• Up-to-date knowledge of legislation, regulations and standards relating to social housing and income collection, welfare reform and Universal Credit.
• Results driven with strong analytical skills and experience of providing meaningful management information.
• Customer-focussed with excellent written and verbal communication skills and live the Riverside values.
• Excellent attention to detail with the ability to work under pressure, deliver to strict deadlines and manage conflicting priorities.
• knowledge and awareness of the older LGBT+ communities needs, and as a minimum an attitude that supports a commitment to equality and diversity and awareness of these specific needs.

Desirable

• Previous experience of managing a team.
• Knowledge of working in older people's environment and an understanding of finance such as benefits, personal budgets and self-payment.
• Experience of using housing management/income collection ICT systems.