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As Neighbourhood Services Officer, you'll play a core role in delivering exceptional housing management services fostering positive relationships with our customers. This role offers an opportunity to contribute to the overall well-being of our residents while ensuring that our housing services are efficient, responsive, and tailored to meet evolving needs.
This role will encompass proactive management of social housing tenancies and neighbourhoods. Your role involves actively engaging with customers, delivering housing management and tenancy services, including support, addressing tenancy breaches, neighbourhood disputes and management. Promoting a culture of customer care, you'll deliver responsive, high quality solutions that will give you and our customers a sense of belonging and pride.
Core service and performance
- Ensure that the highest level of service and customer satisfaction is delivered through the tenancy and neighbourhood services team and agreed targets are achieved
- Proactively manage, maintain, and enhance designated social housing neighbourhoods, addressing all aspects of tenancy conditions with a strong emphasis on customer care, following agreed processes and delivering targets
- Contribute to emergency response efforts, providing vital support to residents during critical situations
- Collaborate with internal and external colleagues and partner agencies to address low-level anti-social behaviour, reports of hate crime & domestic abuse, as well as issues affecting community cohesion, escalating complex cases as necessary
- Support the effective management and re-letting of void properties by carrying out pre-termination visits; sign-ups and new tenant visits promptly, ensuring that new tenants understand their rights and responsibilities and are signposted early to support where needed
- Ensure quality assurance for communal areas within your patch, focusing on health and safety. Promptly escalate concerns and service failures and work with colleagues in other teams to resolve issues
- Build effective and strong relationships with customers, identifying needs. Providing targeted support, using insight and understanding to improve tenancy sustainability, referring and signposting to specialist support where requiredÂ
- Offer general housing advice such as moving options, transfers, succession, management of neighbourhood issues and supporting new tenants to settle into their homes
- Carry out tenancy checks, referring possible breaches or potential fraud for further investigation. This could include starting legal action such as serving Notice to Quit or Notice of Seeking Possession
- Undertake routine and ad hoc visits to tenants and their representatives to address concerns, coordinate necessary services, and implement action plans
- To carry out regular visits to vulnerable residents, act on and identify cases of vulnerability devising a plan of action and co-ordinating with other agencies to ensure that needs are addressed
- To respond to correspondence/ complaints/ enquiries from a wide range of customers, partners and members of the public
- Champion and promote usage of ‘My Account’ online self-service portal, supporting digital transformation, identifying support needs for customers and priority services to increase the range of digital actions we can offer customers
