Job Details
Job Purpose:
Be the face of Brent Housing. Provide visible, accessible housing management services on the ground to customers renting homes, owner occupiers and shared owners in the borough. Manage the pre-void function (checking in, and checking out process) promoting the Brent Housing Management brand and create the best experience to new and prospective customers. Manage tenancy breaches in accordance with legislation and policies. Delivery of quality estate management inspections that meet health and safety and compliance requirements.
Principal Accountabilities and Responsibilities:
1. Provide a high level of customer service with emphasis on getting things right the first time, keeping promises and taking ownership for the customer demands and request. Promote self-sufficiency in our services while offering support to those that need extra help.
2. Work with partners to set, coordinate, track and ensure completion of actions with other services to get things done for the customer which meet or exceed customers’ expectations.
3. Be the primary contact for local stakeholders e.g.: residents associations, Councillors, the police etc. for individual casework.
4. Deliver a comprehensive lettings service which leaves customers feeling satisfied with Brent Housing Management from day one.
5. Carry out estate inspections and health and safety inspections to ensure statutory compliance and contract reviews.
6. Post inspect communal maintenance repairs and undertake follow up actions as required.
7. Address anti-social behaviour (ASB), fly tipping, graffiti and abandoned vehicles. Escalate crime related ASB to relevant council teams and agencies.
8. Deliver the premise of ‘Every visit counts’ by checking interests of other areas including rent collection, property services, community wellbeing and other areas of the council.
9. Take ownership and report anything people or property related (repairs, cleaning, grounds maintenance, trees etc.) while out on site. Maintaining estates is everyone’s responsibility.
10. Carry out tenancy audits, so that we have a current view of tenants and know those in their household, and a clear understanding of vulnerability.
11. Provide support to vulnerable customers in line with housing policy.
12. Attend and present at court cases and evictions; ensure the council’s interests are protected.
13. Coordinate customer engagement activities including online forums and social media, local engagement events, ‘Estate Conversations’ and drop in sessions.
14. Champion local needs, priorities and concerns in seeking to ensure services meet the community’s needs and aspirations. Promote and support customer engagement opportunities with customers.
15. Support consultation with customers on repairs and service charges that require Section 20 notices and ensure follow on actions are recorded and feedback is taken into account.
16. Support the Council’s channel shift ambition, by promoting online transactions
17. Offer proactive resolution of customers’ complaints and members’ enquiries regarding the service ensuring all issues are remedied and a formal response is provided concluding the case within the legislative framework.
18. Engage in organisational change activities and actively look for ways to improve service efficiency and develop a continuous improvement approach in service delivery.
19. Maintain accurate customer records in all required systems both in the office and out on site including logging of customer feedback and engagement activities in real time.
20. Safeguarding is everyone’s responsibility and all employees are required to act in such a way that at all times safeguards the health and well-being of children and vulnerable adults.
21. Carry out duties with due regard to the Council’s Customer Care, Equal Opportunities, Information Governance, Data Protection, Health and Safety and Emergency Planning & Awareness (including to provide assistance where available) policies and procedures.
22. Employees should embed environmental sustainability into their work, actively contributing to Brent becoming a carbon-neutral borough in 2030.
23. Undertake any other duties commensurate with the general level of responsibility of this post.
Umbrella Rate – £25.44
