Job Details
Role Purpose
Working alongside the neighbourhood officers, focus on intervening to resolve ASB cases quickly and accurately, supporting resident particularly vulnerable residents to ensure tenants feel safe in their homes and with their neighbours. Developing strong partnerships that help to prevent ASB and a mediation service that meets the needs of residents. Be the lead officer responding to neighbour disputes, including information for social media, tenant information leaflets, website information, liaising with external agencies and Council services and ensuring tenancy management and estates & neighbourhoods have a robust process to resolve ASB and manage neighbourhood disputes effectively.
Main Responsibilities
ASB (intervention & mediation)
1. Advise and support colleagues to deliver excellent services acting as a source of expertise about law, policy and best practice in regards to intervention tools to resolve ASB, including mediation services.
2. Work with colleagues to ensure the service has a comprehensive and effective set of policies and procedures to resolve ASB disputes and resolve nuisance cases.
3. Manage a caseload of more complex issues and work with other services to ensure these are brought to a resolution.
4. Work jointly with the Haringey Council Community Safety Team to ensure co-ordinated action on serious ASB and achieve the best possible outcome of cases.
5. Work with other agencies and Haringey Council teams to improve partnership working and the development of holistic responses
Customer Service
6. To provide a prompt, courteous and accurate advice when dealing with queries from, or initiating contact with service users, their representatives or outside agencies and provide feedback on queries raised.
7. To respond to correspondence/ complaints/enquiries from a wide range of audience categories including drafting responses for senior staff.
8. Ensure proper file systems are maintained and documents are uploaded promptly to enable easy access to relevant information, including other teams and setting up new document sets when required.
9. To understand the customer journey reducing this where appropriate and ensuring the customer experience is positive. Listen to and adapt work to reflect needs of customers focusing specifically on ensuring high levels of resident satisfaction.
Technical understanding and continuous improvement
10. To keep up to date with changes to legislation, policy, and best practice and use this knowledge to improve ASB and neighbour disputes ensuring excellent outcomes for residents.
11. To understand regulatory requirements for this role, the rights and responsibilities of social housing landlords in respect of noise & other neighbourhood disputes, and how to support residents in creating safe communities.
Stakeholder Engagement
12. To promote good relationships and ensure effective working with other Haringey Council services such as Income Management, Property Services, Housing Demand and Resident Engagement Team. Promote and develop good partnership working with council services and external agencies to contribute to the effective management of properties and the delivery of quality services to our tenants and leaseholders.
13. To liaise with Resident Associations, Leaseholder groups, Advocates and other recognised bodies on matters relevant to ASB. This may include attending meetings outside normal working hours, as deemed appropriate.
14. To work in collaboration with other departments and external agencies, attending relevant meetings to represent the tenancy team and Haringey Council.
Personal Commitment
15. To demonstrate commitment to our customers, the local community and our reputation as per Haringey Council’s key behaviours and values.
16. To represent the service positively and professional at all levels, delivering excellent customer-focused services and using feedback to effect improvements.
17. To meet all performance targets set, and use performance information to support learning and improvement.
18. To maintain proper systems to monitor and process a number of tenancy management key performance indicators and providing statistical information and report.
19. To work as part of a team with colleagues based in Housing Management, covering duties as directed by the Director of Tenancy & Community Services and with other teams within the organisation, Members and external partners to provide a joined-up, holistic service to residents.
20. To take responsibility for ensuring resident issues are considered and residents receive appropriate, responses in line with performance objectives and organisational values.
21. Carry out duties with due regard to Haringey Council’s customer compact, equal opportunities; information governance, data protection and health and safety procedures.
22. To undertake any other duties commensurate with the general level of responsibility of this post.
Generic Responsibilities
1. Understanding, knowledge and ability to follow guidelines that ensures compliance with Health and Safety at Work, Data Protection and other statutory requirements.
2. Understanding and commitment to promoting and implementing the Council’s Equal Opportunities policies.
3. Knowledge and experience of using IT.
4. To undertake any other temporary responsibilities aligned with the overall purpose and grade of the role.
Knowledge, Qualifications, Skills and Experience
Qualifications
• Educated to degree level or an equivalent level of experience of housing services
• A qualification in housing, public administration or a related field
• Community Language
Knowledge and Experience
• Commitment to take responsibility for own professional learning and development
• In depth knowledge of public sector ASB issues and law
• Previous experience in a customer service environment and a demonstrable commitment to delivering excellent customer service
• Understanding of vulnerability and safeguarding issues
• Expert knowledge of managing ASB complaints issues including investigation and enforcement action
• Experience of managing a varied portfolio of properties
Skills
• Ability to write clear, accurate, and concise records and reports with the ability to analyse data from a variety of sources.
• Excellent communication skills both written and verbal.
• Ability to work with colleagues to develop policy and procedures
• Ability to deal with potentially complex situations, solve problems and mitigate risks to customers and organisation to achieve positive outcomes.
• Ability to analyse working practices and identify ways to improve
• Ability to effectively manage and prioritise your own workload
• Ability to work constructively with colleagues and partner agencies to serve customers effectively.
• Ability to train and develop colleagues to tackle tenancy fraud effectively.
• Ability to identify own development needs and act as a role model and example to others.
• Commitment to equalities in employment and service provision.
• A high standard of computer literacy with a good level of experience of working with a variety of IT applications including fraud databases and resources
Other
• Full driving licence and use of a car
