Housing Officer Apprentice - Inspire ATA

Job Description
Roupell Park Resident Management Co-op (RPRMC) was set up in 1996 as a result of the residents of the estate wanting to take real control of the way in which their homes are run and was one of the first of some 15 Tenant Management Organisations in Lambeth. We manage 572 homes (384 are tenanted, 185 leasehold and 3 freehold).

The Housing Assistant will support the Housing Officer and wider team in delivering high-quality housing management services to Roupell Park RMO (RPRMO) general needs and leasehold customers. The role will focus on supporting tenancy sustainment, monitoring key performance indicators (KPIs), ensuring high levels of tenant satisfaction, and assisting in the management of anti-social behaviour (ASB), rent and service charge collection, arrears reduction, and day-to-day administrative tasks.

Duties

The Housing Assistant will also play a vital role in promoting equality, diversity, and safeguarding within the estate. This role requires excellent communication skills, working towards an understanding of tenancy laws and regulations, and the ability to work collaboratively with teams, tenants and other stakeholders.

• To provide and deliver efficient, effective customer orientated Housing Management services.
• To deal with enquiries into RPRMO, supporting a right first-time approach, where enquiries fall outside the remit of the Housing team, accurately refer these to the appropriate areas of RPRMO for resolution
• Work closely with a range of internal and external partners will be key to delivering a consistent and responsive service.
• Assist in monitoring rent accounts and service charge payments.
• Follow up on outstanding payments and liaise with tenants regarding rent arrears.
• Work with the Housing Officer to ensure tenants are aware of their payment responsibilities and support them in accessing benefits or financial assistance.
• Provide administrative support to the Housing Officer in managing tenancies.
• Assist in identifying tenants who may need extra support and make referrals where appropriate.
• Help organise and facilitate tenancy support services and events.
• Log and raise repair requests from tenants and ensure they are followed up by the appropriate teams.
• Monitor the progress of repairs to ensure completion in a timely manner.
• Assist in estate inspections to identify and report any maintenance or safety concerns.
• Support the Housing Officer in managing ASB cases by logging complaints and maintaining records of actions taken.
• Provide administrative assistance in investigating and resolving ASB issues, including liaising with external agencies such as the police or mediation services.
• Ensure ASB cases are dealt with in a timely manner, in line with tenant satisfaction measures.
• Log all interactions with residents, ensuring detailed and accurate records of communications are maintained.
• Assist in responding to resident queries, complaints, and feedback via phone, email, or in person.
• Work with the Housing Officer to engage with residents and foster positive relationships between tenants and the management team.
• Contribute to maintaining high levels of tenant satisfaction by responding to tenant needs quickly and effectively.
• Assist in conducting tenant surveys and gathering feedback to identify areas for improvement in service delivery.
• Help organise community events and activities aimed at enhancing tenant engagement and satisfaction.
• Assist in identifying and reporting safeguarding concerns in line with RPRMO's safeguarding policies.
• Work with the Housing Officer to ensure vulnerable tenants are supported and safe within their homes.
• Help to track progress towards key performance indicators (KPIs), including rent collection, tenant satisfaction, ASB resolution times, and repairs.
• Promote equality, diversity, and inclusion in all aspects of the role, ensuring that all tenants are treated fairly and respectfully.
• Support the delivery of services that meet the diverse needs of the RPRMO community.
• Build customer confidence in digital channels and demonstrate your own personal commitment to using new digital tools for delivering an excellent customer service
• Understanding of GDPR legislation and a commitment to confidentiality
• Ensure that all services are delivered fairly, and residents are treated with dignity and respect regardless of their background.
• To carry out any other duties reasonably requested by the Estate Director

Desired skills, qualities and qualifications

• Good Literacy and Numeracy
• Strong organisational and administrative skills.
• Excellent communication skills, both written and verbal, with the ability to interact professionally with tenants and colleagues.
• Ability to work well as part of a team and independently when required.
• A strong commitment to customer service and improving tenant satisfaction.
• Understanding of equality, diversity, and inclusion principles.
• Basic knowledge of housing management practices, including rent collection, repairs, and ASB management.
• Able to use a range of Microsoft software systems and IT systems.
• Ability to attend evening meetings and weekend working as required.
• A commitment to continuing personal and professional development.

Hours of Work

• Monday 10am - 5pm
• Tuesday 10am - 4pm
• Wednesday 9am - 5pm
• Thursday 10am - 5pm
• Friday 9am - 4pm
• (1 hour lunch break)

Salary

£12 per hour