Tenancy Management & Resettlement Officer

Purpose

Provide excellent tenancy sustainment support ensuring tenancies in the private rented sector are sustained to provide safe and secure housing for our customers whilst meeting local and corporate objectives. To provide high quality advice, lettings and tenancy sustainment service that maximises the number of homeless households who are able to move successfully into good quality, affordable private rented accommodation for clients from various services such as HOC, CYP and NRTPF. To promote the use of the private rented sector as a viable alternative to social rented housing, in order to encourage independence, prevent homelessness, provide settled housing solutions and reduce the use of temporary accommodation.

Responsibilities

Work effectively within the private sector to increase the supply of good quality accommodation for households in housing need to meet individual and team targets. Assess prospective customer’s suitability for private rented accommodation by reviewing their housing history, making enquiries into their financial situation, and establishing whether or not they are able to meet the rent and comply with the tenancy conditions. Undertake accompanied viewings with prospective customers and provide them with expert advice and guidance on all aspects of letting (including housing benefit and the conditions of tenancy) in order to help them make informed decisions. Ensure all private rented sector accommodation procured is of the size, type and location required by prospective customer, complies with all health and safety & planning regulations and is in compliance with the location priority policy. To act as the first point of contact for landlords and tenants who are experiencing difficulties in sustaining tenancies, including acting as a negotiator and or mediator between disputing parties to resolve contractual issues to ensure compliance with the legal framework to sustain tenancies. Ensure customers are settled into their private rented sector accommodation and fully made aware local services such as doctor’s surgeries, schools, police station, CAB office, dentist surgeries etc. To understand, and keep up to date with local and national policies affected by legislation with regard to welfare reforms and housing. Ensure all properties are maintained to a high standard investigate persistent disrepair complaints and/or to take property inventories for those properties accessing the incentive and or bond scheme. Be responsible for ensuring all landlords and tenants comply with their respective contractual agreements. Work effectively and efficiently with colleagues within the service, across other departments and external agencies to deliver and excellent customer focused service meeting individual, team, service and corporate targets & KPIs. Ensure that all payments, including deposits and cash incentives are properly recorded, monitored and, where appropriate, recovered from the landlord, accommodation supplier or tenant in accordance with the contractual agreements and the financial regulations. Deliver a stream lined high quality customer focused service ensuring telephone calls, emails, letters and complaints are fully responded to promptly and to the highest possible standard in compliance with corporate guidelines or as instructed by the service manager.

Knowledge

Excellent current knowledge of private rented sector housing market and contracts, particularly the issues affecting private rented sector customers and landlords. A good knowledge and understanding of the government’s welfare reform and its implications on the private rented sector. Knowledge of private sector housing law, health and safety rating system and other health and safety regulations (gas , electrics and energy efficiency) and legislation relating to the letting of private sector tenancies. Knowledge of the services provided for households who are in housing need. General knowledge of good property standards and common building problems. An awareness of the financial implications of decisions and an understanding of the importance of prioritising value for money.

Skills

Ability to work as part of a team and take initiative with own cases. Ability to promote and develop effective joint working practices across services. Ability to work with private sector partners and respond to the needs of that market as well as understanding how that fits with the requirement to meet housing need. Commitment to the promotion of a homeless prevention approach. Flexible, problem-solving approach to service delivery with a positive attitude to change and ability to identify opportunities and develop innovative housing solutions. Ability to maintain databases and work effectively with IT systems. Ability to meet performance targets and deliver positive outcomes.

Required

Must have Basic DBS.

Experience of effectively working with landlords, letting agents and other accommodation suppliers.

Experience of working with people who are homeless, at risk of homelessness, in housing need and/or living in unsatisfactory housing.

Experience of providing an excellent level of customer care and customer service in a comparable customer service environment.

Experience of working effectively with private sector landlords and/or within a homelessness context.

Experience of prioritising competing demands in a pressurised environment, recognize service priorities and manage a caseload within agreed targets.

Experience of successfully developing initiatives and schemes to provide housing opportunities for people in housing need.