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Tenancy Services Officer

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Tenancy Services Officer

Based in South East London

Permanent

£40,000 per annum

To deliver excellent customer service, ensuring all interactions with residents are proactive, positive, respectful and non-judgemental. To prioritise face-to-face and telephone engagement wherever possible.

To develop and maintain positive partnerships with internal teams and external partners and stakeholders to support tenancy sustainment, community development and the delivery of high-quality housing services.

To monitor and achieve key performance indicators (KPIs), maintain accurate records and provide performance information relating to tenancy management, including rent arrears, voids and allocations, anti-social behaviour and other services as required.

To ensure empty properties are re-let within agreed target timescales, ensuring applicants are appropriately assessed and that lettings are suitable and sustainable.

To process all tenancy changes, including successions, assignments, mutual exchanges, household changes, abandoned properties and tenancy terminations.

To maximise rental income and minimise rent arrears through a proactive and holistic approach to tenancy management. To work collaboratively with the Income Team, ensuring relevant policies and procedures are followed. To undertake home visits and attend court proceedings as required.

To investigate breaches of tenancy and take appropriate and proportionate action, including issuing warnings and notices, making legal referrals and attending court proceedings where necessary.

To provide holistic support, advice and guidance to residents with complex housing support needs or who may be vulnerable. To promote tenancy sustainment, social and financial inclusion, and access to appropriate support to address unmet health and wellbeing needs.

To manage and resolve anti-social behaviour affecting residents, focusing on addressing behaviours, managing expectations and achieving sustainable outcomes. To work collaboratively with relevant agencies to investigate incidents and develop tailored solutions. To present cases to the relevant manager for consideration of legal action and attend court as required.

To identify, record, report and respond appropriately to safeguarding concerns involving adults or children, following organisational safeguarding policies and procedures and working with relevant agencies.

To implement and maintain a programme of tenancy audit visits, ensuring information collected is accurate, records are updated on relevant systems and any follow-up actions are completed.

To work collaboratively with the Property Services Team to ensure residents live in safe, secure and compliant homes and receive a high-quality repairs and maintenance service.

To work alongside the Resident Satisfaction and Engagement Officer to inspect estates and communal areas, identifying and addressing fly-tipping, environmental nuisance, abandoned vehicles, unauthorised alterations and other neighbourhood management concerns.

To encourage and facilitate resident engagement and involvement, ensuring residents have opportunities to influence service delivery, contribute to decision-making and scrutinise service performance.

To work with colleagues and contractors to ensure compliance with organisational health and safety policies and procedures.

To take a proactive role in investigating, responding to and resolving complaints, ensuring residents are kept informed and that learning from complaints is used to improve service delivery.

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