Can you build a sense of belonging for our residents?
We are looking for an experienced Housing Officer who will relish the opportunity to show the breadth of their talent as part of our small, ambitious team.
As a community-based housing organisation, our whole mission is to make great places, where everyone can live, learn, work, and grow, with a shared sense of belonging. We are expanding our housing team so that we can dedicate more time to the whole experience of residents and contribute to our local community through partnerships and connections.
You will have at least 3 years housing experience and be Ci H qualified. You need to enjoy being responsible and accountable for what happens on your 'patch' - but also a dedicated team player. At PHA, we care about service, and we care about each other - so you will need to be ready to share knowledge and skills, to work across disciplines and to muck in when needed. You will be responsible for a portfolio of homes - with rents, repairs, complaints, ASB, neighbourhood management and community development - all within your role and including budget management. You will act as a strong internal client for residents, making sure we always think about the impact of our actions and that we build trust with residents by meaningfully involving them in decisions that affect them.
We all work hard here - and in return you get to work with a fun and supportive team, with good terms and conditions including pension provision and hybrid working. If you share our values and are excited by our mission, get in touch.
Main Purpose of the role
Provide a comprehensive service to residents on a defined patch, supporting our mission to offer friendly, helpful and efficient services, building up knowledge of our customers and our community so we can help both to thrive.
You will make sure that residents get the best out of all of our services, advocating for and working with them to improve their overall experience and our ‘one team’ reputation.
You will also build and share your knowledge of the local area, services and support so that this benefits residents wherever possible.
Main Activities & Behaviours
Building trust and confidence with residents by being easy to contact, being helpful, keeping your promises and making safety your number one priority. Have regular proactive communication with all residents including home visits, ensuring that you are aware of and working to resolve any issues that they raise.
Work with other colleagues to get the best outcomes for your residents, influencing others to hear the voice of the resident whilst also being aware of the need for value for money and equity in the way we solve problems.
Manage the budgets for your patch (including repairs, voids, resident incentives and any other budgets that may later be included) in a prudent and pragmatic way, following the financial regulations, procurement rules and within your authority.
Specific services will include:

• Repairs – managing all repairs and making sure work is completed to the satisfaction of the resident. Working with the property team for more complex repairs so that these are completed in a timely way and residents are kept informed.

• Voids & lettings – managing all standard voids so that properties are quickly assessed and prepared for re-letting in the most economic way, taking account of our property standards. Identifying and assessing prospective residents so that they have a positive move-in experience and that any support or special needs are identified at the outset.

• Income collection and Arrears management – Ensuring that rents, service charges and any sundry charges are correctly recorded; managing income on a weekly basis to ensure effective collection and using your personal knowledge of and connection with residents to help them sustain their tenancies. Supporting residents to avoid getting into debt with their rent accounts, including being alert to the risk of benefit or other changes, and helping them to make and keep to a debt reduction plan where necessary;

• Anti social behaviour – dealing swiftly and appropriately to address any unacceptable behaviour, involving other agencies where necessary and being alert to risks for other residents and the wider community

• Estate Inspections & Safety – visit the blocks on your estate at least once a month to check on both internal and external areas for cleanliness, tidiness and safety, encouraging residents to join these visits

• Estate & Other Services – develop a budget for the services on your patch and feed this into the overall budget setting process and ensure that services are backed by written agreements with suppliers. Monitor the delivery of those services and make supply changes as needed.

• Community – get to know your residents and how they connect to their local community. Get to know the charity, voluntary and statutory organisations that provide services and support so that residents can benefit from them.

• Engagement - Develop ways in which residents on your patch can influence the services they receive, including at a block/estate level, or improve their community and help them to achieve their goals.

• Legal Action – take legal action where necessary, following appropriate procedures and agreeing budgets for legal advice and support in advance.

• ‘buddy’ with the Housing Officer to ensure effective cover during absences across the whole housing team;

• Manage housing assistant/co-ordinator (if required)

Other Tasks

• Report regularly on the performance of your patch – repairs, voids, arrears, budget, complaints, satisfaction

• Carry out any associated administrative, IT or other tasks to deliver your responsibilities

• Agree and deliver on your annual targets and support others to achieve theirs

• Carry out any required training and development and use your skills and abilities to support the whole team mission

• Attend meetings of the leadership team, TEP or Board as needed to report on performance

• Ensure you are aware of and follow all policy and procedures, including financial procedures, authority limits and safety requirements.

• Demonstrate your understanding of and commitment to our EPIC values, always working for the good of residents, our whole company reputation and in a way that promotes safety and equity.

Required qualifications & skills
Ci H Level 3 minimum, ideally level 4
Strong customer service skills
Proficiency in MS Office Suite (word, excel, powerpoint)
Effective communication (phone, written, meetings)
Strong literacy and numeracy
Required Experience
At least 3 years housing management experience
Job Types: Full-time, Permanent
Pay: Up to £37,500.00 per year
Benefits:

• Additional leave
• Company pension
• Health & wellbeing programme
• Sick pay

Schedule:

• Monday to Friday

Application question(s):

• Do you have a qualification in housing management (Ci H or equivalent)? Please specify

Experience:

• Customer service: 3 years (required)
• Housing Management: 3 years (required)

Licence/Certification:

• Driving Licence (required)

Work authorisation:

• United Kingdom (required)

Work Location: Hybrid remote in Petersfield GU31 4JJ
Application deadline: 23/12/2024
Reference ID: Housing Officer