Housing Officer

As Housing Officer your main responsibility is to provide a visible and highly effective presence in your identified locality of work. You will provide a quality and effective housing management service that includes lettings with a strong customer focus ensuring delivery against KPI targets for and customer satisfaction and the meeting of regulatory standards and other key housing management related performance targets.

In addition to this you will ensure correct operation application of housing management and lettings related policies and procedures.

The postholder will work alongside the Housing Services Team Leader to promote a sense of pride and belonging amongst customers in our communities and in our schemes in conjunction with the other teams.

As Housing Officer, you will ensure that housing management, lettings and related activities are carried out to the highest standards of integrity and professionalism. This includes working to develop strong and effective cross functional working initiatives and supporting the implementing specific operational service improvements and supporting our Customer Scrutiny Reviews, customer engagement activities and Locality Panels.

• Ensure that post lettings that hand over packs are completed and the property is setup appropriately on the system for rent and property related services.
• Support the Lettings Team to ensure that empty properties are let in line with key performance indicators though our team of Housing Officers.
• Ensure the Customer Voice is at the heart of housing management service delivery
• Undertake viewings and sign ups as directed by the Lettings Coordinator and or Lettings Team Leader.
• To work with the Housing Services Manager to support development of operational delivery priorities and plans for Housing Services functions, ensuring excellent customer service.
• To conduct all activities in a manner which is safe to yourself and others. To be aware and to act in accordance with the Association’s Health and Safety Policy.
• To ensure that all properties that are ready to let are let to customers as quickly as possible minimising void rental loss to Tuath.
• Adopt a collaborative and supportive approach, maintaining up to date professional knowledge and providing advice and assistance to colleagues as required.
• Take timely action over breaches of the tenancy agreement including condition of property, untidy
• Provide statistical data, information, and testimonials for annual report.
• In all aspects of the company’s work, promote effective communications, excellence in customer service, and a focus on continuous improvement.
• Ensure that customers are properly advised on the use of landlord supplied appliances and health and safety in the home including ensure they’re provided with appropriate certification.
• Working together ensure that losses are minimised through ensuring that the reletting process is efficient, and void times are kept to a minimum.
• Work in partnership with internal teams to ensure that the housing services we provide are implemented on time and within budget, and that we continually strive to meet customer aspirations.
• To work in partnership to ensure the delivery of co-ordinated services across all localities and across tenures working with the CREL team to ensure high levels of customer satisfaction.
• Acting as the operational support to the Housing Services Manager for safeguarding matters, advice, and policy formation for Housing.
• Ensure our customers are aware of their rights and responsibilities.
• Ensure the Customer Voice is at the heart of housing management service delivery, using complaints and satisfaction survey results to drive continuous improvement and ensuring all customers are treated fairly, with respect and in recognition of their individual requirements and any protected characteristics, and that all customer complaints and enquiries are dealt with promptly and to a high standard
• Provide input into the Operational plans.
• Ensure all appropriate health and safety risk assessments are in place and making sure colleagues
• Ensure that effective housing management services are provided in line with Tuath Tenancy Agreements and statutory requirements.
• Implement housing policies and procedures, monitor application to ensure that operational activities are legally and policy compliant meeting the needs of our customers.
• Work with colleagues and other agencies to ensure our vulnerable customers receive the support
• Be pro-active in the development and maintaining of strong networks and relationships with colleagues and in other organisations and agencies, to ensure excellence in service delivery.
• Ensure that team members are aware of any risks associated with their role, adhere to any specific
• Liaising with external partners to ensure that customers are kept well informed with regards to
• instructions, and use personal protective equipment where required.
• Promote a sense of pride and ownership amongst customers in our communities and in our schemes in conjunction with the other teams.
• Identify applicants with specific needs or that represent risk, liaising with the Housing Services and Tenancy Sustainment Team to provide a holistic onboarding journey.
• Liaise with Customers over environmental improvements.
• when properties will be ready for the tenancy to commence, reducing rent loss for the organisation.
• are aware of and adhere to any specific instructions and use personal protective equipment where
• Attend and support meetings and initiatives on local estates including community safety projects
• Take personal responsibility and ownership of the customer experience from Pre-Tenancy through to Letting within your locality.

• tenancy to the Team Leader and also RTB Team Leader where appropriate.