Tenancy Management Advisers will be responsible for supporting Team Leaders and Housing Services Managers on service delivery and development and, where appropriate statutory and professional accountabilities.
Tenancy Management Advisers will be responsible to the Team Leader and the Housing Services Manager for achieving agreed performance outcomes and standards, which will be reviewed, on at least an annual basis.
Tenancy Management Advisers will be expected to be committed to Homes for Islington's 'Core Principles and Key Aims' and must demonstrate this commitment in the way they carry out their duties and responsibilities.
To assist the Team Leader and Housing Services Manager in providing an effective service to tenants and leaseholders in the Area. To provide a tenancy management service, tenancy enforcement, void control and setting up new tenancies, interviewing service users and dealing with enquiries and complaints.
- Service Delivery
- To provide a comprehensive tenancy management service on a patch basis in accordance with Homes for Islington Policy. This will at times include work outside the management patch to deal with emergencies.
- To work as a team with other Tenancy Management Advisers, Estate Services Officers and Caretaker Managers, based in the area covering duties during absences, as directed by the Team Leader or Housing Services Manager, answering phones for absent colleagues and receiving callers not associated with the individual patch allocated.
- To demonstrate a commitment towards customer care and contribute towards the provision of a high quality service, ensuring the best possible performance and the attainment of high standards.
- To act as a representative for the Team Leader where required.
- To lead on providing advice within the team for specific functions as requested by the Team Leader.
- To be responsible for visiting and interviewing tenants, leaseholders and their representatives. To provide a prompt, courteous and helpful response when dealing with queries from, or initiating contact with, service users, their representatives or outside agencies.
- To process void properties, in consultation with Technical staff, in accordance with procedures ensuring that targets and timescales are met.
- Undertaking both pre-void tenancy termination visits and new tenancy home visits.
- Undertake accompanied viewings with perspective tenants and complete the necessary forms, legal documents and computer records associated with new lettings.
- Assist in Implementing Homes for Islington recharge policy.
- Undertake tenancy audit checks. This will include visiting resident's homes outside normal working hours as deemed appropriate.
- To implement action plans and a problem solving approach to tackling specific issues. This will include partnership working where appropriate with internal and outside agencies, including the Police, in line with agreed protocols.
- To ensure the general enforcement of tenancy conditions including investigations of complaints, neighbour disputes, nuisance, anti-social behaviour, noise, racial and other forms of harassment. This includes dealing with squatters and other unauthorised occupants and will involve initiating prompt legal action in consultation with legal services where appropriate in the form of Notice Orders Seeking Possession, Possession Orders, injunctions, Anti-Social Behaviour Orders etc.
- To liaise with the Anti-Social Behaviour Officer and Court Officer and cover as directed by the Team Leader in their absence.
- To give general advice and process requests for transfers in accordance with the Homes for Islington' choice based lettings scheme and in consultation with central allocations. To prove advice and process mutual exchanges, successions, transfer of tenancies etc.
- To take appropriate action in relation to the tenants household insurance scheme and claims for compensation.
- To liaise with Tenants and Residents Associations, Leaseholder groups, Tenant Management Organisations and other recognised bodies about matters relevant to tenancy management. This will include attending meetings outside normal working hours as may be deemed appropriate.
- To answer correspondence from residents and their representatives, members, M.P.'s etc. on matters associated with the tenancy management function, within target timescales and with due consideration of the quality of response provided.
- To provide quality information to the Performance and Partnership Officer, or any other appropriate Senior Officer, for dealing effectively with complaints.
- To provide Senior Managers with performance and activity reports on all areas of responsibility within the patch managed.
- To participate in Homes for Islington's appraisal and development process as a means of improving skills and abilities in order to contribute towards the delivery of a high quality service.