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Job purpose:
Deliver a service that is supportive of residents, seeks to improve the quality of services for tenants, enhances the neighbourhood and considers the needs of both tenants and Client.
Building external relationships and liaising with a multi-agency team in order to review the progress of our tenants.
To be able to solve problems, find solutions and achieve positive outcomes. Strive to help tenants sustain their tenancy, assist residents to live independent lives and assist them to work towards the best long-term housing options for them.
Main duties and responsibilities:
- To help vulnerable new tenants to settle into their homes, ensure their connection to utilities, as well as assisting them to settle into their new environment; identifying and meeting any needs where possible; encouraging them to take responsibility for their home and neighbourhood.
- To assist tenants in obtaining benefits and services to which they are entitled, in liaison with the relevant departments.
- To assist with the monitoring of unacceptable or anti-social behaviour, providing timely intervention with a view to defusing potential confrontation.
- To refer tenants to internal and external support agencies, where appropriate, to ensure that the tenancy can be sustained and the tenant is supported throughout.
- To work with individuals with a variety of mental health issues.
- To achieve agreed performance targets and to be fully involved in the setting of future performance targets.
- To assist with obtaining grants and goods for tenants/applicants and to maintain tenant welfare grant and helping hands applications.
- To offer energy saving and budgeting advice including welfare reform, universal credit, housing benefit and basic financial assistance plans.
- To liaise with staff to provide support for tenants in debt and in arrears.
- To ensure continuous improvement in service delivery to improve tenant satisfaction with services.
- Preparation of tenancy paperwork, explaining rights to tenants.
- To undertake tenancy support visits after 1, 6 and 11 months on general needs starter tenancies and every 12 months for all other general needs tenancies.
- To communicate with tenants politely, sensitively, courteously and efficiently in writing, on the telephone and face to face.
- To respond appropriately to a range of general and housing related enquiries.
- To ensure thatcustoms and traditions are respected whilst being mindful of the freedom of individuals.
- To promote community spirit, whilst being mindful of theethos, through estate based social activities in conjunction with tenants.
- To ensure that records and files are maintained in line with the clientspolicy on confidentiality and client access to files.
- To provide cover for housing administration tasks.
- To attend all service team meetings and external meetings appropriate to the role and to assist in the development and implementation of service objectives. These may be outside of normal working hours on occasion.
General Obligations
- Behave in a manner that always reflects positively on the organisation.
- Promote equality of opportunity and anti-discriminatory practices.
- Assist in monitoring and maintaining quality standards across the organisation.
- Demonstrate an understanding and commitment to the principles of confidentiality.
- To work in a manner that is sensitive and empathetic to the culture of the Community.
- Participate fully in training and development in accordance with the organisations training plan and mandatory requirements.
- You are also required to undertake any other duties within your capabilities as may be reasonably required.
