What's the role?
You will:
You will:
Lettings:
You will:
You will:
- Manage an allocated workload across a defined patch area in Sedgemoor and deliver a range of proactive services that respond to the needs and aspirations of all customers.
- Work with team members and other teams to deliver a customer- focused service which minimises void loss and maximises income.
- Report to the Housing Team Leader for your area and work with other Team Leaders to deliver services including the management of anti- social behaviour, letting empty homes, income management and customer engagement and involvement.
- Be Sedgemoor (HIS) policy, legislation, and current risk assessments.
You will:
Lettings:
- Manage the end-to-end lettings process for social housing properties, including completing verifications, conducting viewings, and processing applications.
- Coordinate with internal teams and external stakeholders to facilitate the allocation of properties to eligible applicants in a timely manner.
- Work closely with housing applicants to assess their eligibility and housing needs, providing support and guidance throughout the application process.
- Provide ongoing support to tenants, addressing inquiries, resolving issues, and ensuring compliance with tenancy obligations.
- Coordinate and identify internal moves and manage this process where required.
- Allocate homes and manage tenancies within your designated neighbourhoods, including all tenancy and leasehold matters, and estate management within Homes in Sedgemoor's (HIS) policies and standard operating procedures.
- Act as the primary relationship manager for between 800-1000 of our customers - providing and coordinating an effective front facing customer service and working collaboratively with colleagues across the organisation to ensure services are delivered in line with our values, policies, and operational standards, and to maximise outcomes for customers and Homes in Sedgemoor.
- Deal with a range of tenancy related matters such as property inspections, hoarding issues, tenancy audits/ 6-month reviews, decants, successions, assignments, use and occupation cases, abandonments, hate crime, anti-social behaviour, domestic abuse, permission requests, pest control, safeguarding, tenancy fraud, untidy gardens, mutual exchanges etc.
- Work closely with compliance team and support them with access to property / liaise with contractors and support with injunction referrals and tenancy breaches.
- Attend residents' meetings, hold drop-in sessions and be involved in resident events such as skip days, consultation events etc.
- Take effective and proactive action to manage your designated neighbourhoods and support your colleagues to deliver the same.
- Work collaboratively with all other teams across the business supporting them in their work and provide cover and guidance, as necessary.
- Take effective action to deliver excellent performance and address service quality failures, adhering to Homes in Sedgemoor's service standards
- Respond to and take ownership for resolving all reported cases of anti-social behaviour, harassment, domestic abuse, hate incidents, tenancy fraud or other breaches of contract within your defined patch.
- Proactively and robustly manage sustainable tenancy agreements ensuring tenants understand and fulfil their tenancy obligations.
- Contribute to the development of new schemes from early proposals through to successful and sustainable management.
- Proactively and robustly manage estates to ensure they are well presented at all times ensuring relevant repairs are raised.
- Oversee the quality of estate services and service contracts to agreed standards and ensuring delivery of value for money.
- Provide support and assistance to tenants, including resolving complaints, offering guidance on housing-related issues, and signposting to relevant support services.
- Be responsible for tackling antisocial behaviour within our community, ensuring the safety and well-being of residents. You will work closely with stakeholders, law enforcement agencies, and local authorities to address and prevent incidents of antisocial behaviour effectively
- Conduct joint visits with Police, social services, probation etc.
- Prepare court statements, collate witness statements and prepare all exhibits to refer cases to court for possession, injunctions, closure orders, suspended possession orders etc. when a resident is in breach of their tenancy.
- Attend court for your anti-social behaviour cases as a witness.
- Attend ASB case reviews, multi agencies meetings, One Team, Police priorities etc.
- Identify risks relating to cases and manage this risk whilst working to resolve cases.
- Conduct thorough risk assessments of safeguarding and anti-social behaviour concerns, working collaboratively with relevant agencies and professionals to support residents to sustain tenancies and ensure appropriate action is taken.
- Respond to safeguarding concerns and incidents promptly and effectively, ensuring appropriate action is taken to protect the individual at risk, whilst taking appropriate action against perpetrators and follow relevant reporting procedures.
- Respond to reports of antisocial behaviour from residents and other stakeholders, conducting thorough investigations and taking appropriate action to address concerns.
- Enforcement Actions: Utilise enforcement measures such as warning letters, injunctions, and possession proceedings where necessary to address persistent antisocial behaviour and protect vulnerable residents.
- Be part of the Officer Safety register review panel, complete paperwork and oversee the unreasonable behaviour process when customers have breached their tenancy.
- Maintain accurate records of antisocial behaviour incidents, interventions, and outcomes using our case management systems, ensuring compliance with data protection regulations.
- Manage a range of cases to resolution, maintaining accurate records and documentation in accordance with Homes in Sedgemoor's policies and procedures.
- Identify and refer individuals involved in antisocial behaviour, domestic abuse to appropriate support services, such as mental health support, substance abuse treatment, SIDAS, village agents, adult and children social care, housing advice etc.
- Provide emotional support and intervention when dealing with high level cases such as hate crime, domestic abuse and anti-social behaviour.
- Develop safety plans with customers whilst making referrals to external agencies to ensure customers are safe.
- Work in partnership with a range of colleagues and stakeholders, e.g., internal departments, Somerset Council (SC), Clean Surrounds, Police, Councillors, other housing organisations to maximise service quality and support communities and customers.
- Be aware of internal budgets and have an awareness of how best to use and utilise budgets to support residents to sustain tenancies and support with anti-social behaviour and domestic abuse cases.
- Support residents to maximise their income by completing income an expenditure forms and referring to external agencies to support with residents' finances.
- This role may involve exposure to sensitive or distressing information related to safeguarding concerns and incidents.
- Flexible working hours may be required to respond to safeguarding emergencies or attend meetings outside of regular office hours.
- This role may involve exposure to challenging and potentially confrontational situations when dealing with antisocial behaviour incidents.
You will:
- Be able to deliver high standards of customer service and performance in a housing, neighbourhood management or customer- service related field.
- Excellent communication and negotiation skills, with the ability to de- escalate tense situations and build rapport with diverse individuals.
- Sound judgment and decision-making abilities, with a commitment to fairness whilst supporting vulnerable residents to sustain their tenancies.
- Have the skills and knowledge to manage a caseload of work that responds to the needs and aspirations of customers.
- Be able to demonstrate a sound knowledge of housing management, housing law and best practice relating to neighbourhood and tenancy management, or a similar framework.
- Strong understanding of relevant legislation, policies, and procedures related to antisocial behaviour management, domestic abuse, safeguarding and other housing management functions.
- Have excellent decision-making abilities, with a proactive approach to problem-solving and risk management.
- Ability to work effectively in a fast-paced environment adapting to be able to manage competing priorities.
- Have knowledge, experience and / or skills associated with management of anti-social behaviour, including the legal tools and powers available and best practice to deal with a range of anti-social behaviours.
- Thorough understanding of safeguarding legislation, including but not limited to child protection, vulnerable adults, and domestic abuse.
- Strong communication and interpersonal skills, with the ability to communicate complex information sensitively and effectively withdiverse audiences.
- Knowledge of ensuring the effective day-to-day delivery of contracts including caretaking and cleaning services.
- Ability to use mobile IT devices as part of day-to-day estate work.
- Ability to apply your skills to motivate, support, influence and organise work to deliver high quality services.
- Adhere to good information security including General Data Protection Regulations (GDPR)
- Have well-developed interpersonal skills
- Can demonstrate effective problem-solving skills