Job info	Job info details
Job title	Housing Officer
Strategic team/Directorate	Pride in Place
Service	Regeneration
Business unit	Strategic Housing
Responsible to (day to day issues)	Housing Manager
Accountable to (line manager)	Housing Manager
Salary grade	G
JE ref	PLA054

1. Key purpose of job

• To work collaboratively with colleagues in the delivery of a high-quality housing management service that meets the identified needs of customers and the wider community.
• To deliver high quality and professional housing management services including tenancy management, neighbourhood management, anti-social behaviour services, caretaking services, arrears control, statutory compliance and lettings.
• To build and sustain resilience among our tenants and communities, thereby safeguarding our tenants, homes and communities.
• Manage a portfolio of properties, schemes and estates to the highest possible standard, in accordance with the policies and practices.
• Working alongside internal and external partnership agencies in representing the service, providing and fully promoting a customer focused service that always seeks to empower customers.
• Provide a range of customer and community engagement activities to ensure that customer voices are being listened to and acted upon and high levels of customer satisfaction. 

2. Anticipated outcomes of post

• Deliver a high-quality housing management service that meets the needs and expectations of current and future tenants and the wider community.
• To be reactive to any emergency, including ASB incidents, which require immediate attention (including emergency re-housing event, domestic violence or hate crimes).
• To be reactive to emergency repair issues and attend site with contractors, should the need arise.
• Work with tenants to identify barriers or support needs to them being able to effectively manage their tenancy. Signpost to agencies well-placed to provide the support which may enable tenants to sustain their tenancy.
• Work with the Housing Manager to highlight and investigate cases of tenancy fraud, to ensure our properties are being occupied appropriately. Take action to address any issues promptly, where concerns are identified.
• Provide housing advice to tenants, including possible welfare/benefits entitlement and encourage appropriate claims (particularly in respect of Housing Benefit, Pension Credit and Disability Allowances).
• Record and monitor outcomes of site inspections and provide recommendations to, and liaise with, the Housing Manager and Head of Service on steps to resolve any issues surrounding compliance with tenancy terms or property condition. 

3. List key duties and accountabilities of the post

• As an Employee of Torbay Council all roles are expected to work in a way that ensures vulnerable children and adults are safeguarded and report any safeguarding concerns in accordance with established policies and procedures. The Designated Senior Lead for Safeguarding is the Chief Executive and Director of Children’s Services.
• Provide high-quality advice and support to tenants, to manage tenancies including rent arrears advice, successions, mutual exchanges, joint to sole/sole to joint applications and all related issues. Accurately record and monitor these requests.
• Manage rent collection and arrears services, ensuring accounts are maintained in accordance with our arrears policies and procedures. Ensure tenants are supported in respect of income maximisation and provide advice where relevant for potential eligible benefits.  Maintain accurate records in the course of all duties and prepare court applications and attend court hearings where necessary.
• Work with tenants and communities to develop solutions to tenancy and estate matters that build cohesion, resilience and independence.
• Work with the Housing Manager to deal quickly and decisively with any tenancy breaches, working with tenants to address the matter, agreeing action plans and where required taking legal action to enforce the tenancy.
• Provide general administrative duties to support the Housing Manager and Head of Service as required.
• Support the Housing Manager and Head of Strategic Housing in handling emergency situations arising within our housing stock and provide support to tenants as required.
• Carry out Torbay Council’s procedures relating to nuisance and anti-social behaviour, including attending Court when necessary. This will involve active recording of incidents and following Torbay Council’s procedures.
• Assist in letting homes as required in liaison with work colleagues to minimise void loss.
• Process paperwork and inspect void and imminent void properties as directed. Ensure tenants understand the terms and conditions of their tenancy and that their individual circumstances and vulnerabilities are taken into account. Signpost to agencies well placed to provide the support which may enable tenants to sustain their tenancy.  Carrying out follow up tenancy support after signup – new tenant visits and routine property inspection visits.
• Responsible for site inspections at an agreed frequency complying with procedures and ensuring all identified works are reported and undertaken. Record and monitor outcomes of these inspections and taking steps to resolve issues.
• Maintain an up-to-date working knowledge of landlord and tenant, housing and welfare legislation and the welfare benefits system. Maintain up to date, clear records and statistics in relation to all duties including computer records ensuring compliance with Torbay Council’s Management and Data Protection policies.
• Ensure that Torbay Council operates good resident involvement practices in respect of current regulatory requirements. Ensuring that surveys are completed by all residents relating to the Tenant Satisfaction Measures, New Resident Surveys and any others that may be required from time to time.
• Establish, develop and maintain effective working relationships with all work colleagues, contractors and partnering agencies. Be aware of maintenance issues and activities of the Development and Property Services teams in so far as how they affect tenants and liaise and support customer engagement on all relevant matters.
• Provide housing advice to tenants, including possible welfare benefits entitlement and encourage appropriate claims, in particular Universal Credit, Housing Benefit, Pension Credit and Disability Allowances.
• Observe and comply with policies and procedures for Health and Safety at Work, data protection and observe and continually promote equal opportunities and customer care in compliance with organisational aims and objectives.
• Assist the Housing Manager to achieve corporate targets for void times and void costs.
• Contribute to the formulation and review of the Council’s Housing Management policies and procedures.
• Participate in learning and development activities that develop personal effectiveness and assist in improving performance in the role.
• Undertake other duties as may reasonably be required in line with the level of responsibility of the post and in order to meet the changing needs of the organisation. Occasional after-hours work may be required within the scope of the role, including attendance at meetings.

4. Budgetary/Financial Responsibilities of the post

• None. 

5. Supervision/Line Management Responsibilities of the post

• None. 

6. Working environment and conditions of the post

• Office locations, home based and remote (on-site). 
• Lone working to include tenant home visits, monthly estate visits, emergency callouts, ASB interviews and proposed new tenant visits. 
• Dealing with members of the public, some of whom can be aggressive and volatile. 
• The postholder will be required to enter domestic properties where the occupants are known to and have complex needs, but their visitors are unknown. This may occur both within office hours or out of core hours on a regular and ad hoc basis.  

7. Physical demands of the post

• None. 

8. Specific resources used by the post

• IT Equipment (including bespoke systems). 
• Key Holder disciplines apply. 
• Continuous access to own transport as the role entails travelling across Torbay, including out of hours. 

9. Key contacts and relationships

External: 

• Regional and national agencies, stakeholders, support workers.  These will include the Police and support agencies.  Adult Social Services, Children’s Social Services, Rough Sleeping Teams etc.  Construction teams, contractors/suppliers. 

Internal: 

• Housing Delivery Teams, Adult Social Care services, Children’s Social Services, Rough Sleeping Teams etc.

10. Other duties

• To undertake additional duties as required, commensurate with the level of the job.

Other Information

• All staff must commit to the Workplace Equality, Diversity and Inclusion Practice and Policy.
• Torbay Council is committed to safeguarding and promoting the welfare of children and applicants must be willing to undergo the checks appropriate to the post applied for.
• The post holder is expected to work in a way that ensures vulnerable children and adults are safeguarded and report any safeguarding concerns in accordance with established policies and procedures. And are aware that the Chief Executive and the Director for Children’s Services are the Safeguarding Leads for the Council.
• The post is eligible for hybrid working.
• As this post meets the requirements in respect of exempted questions under the Rehabilitation of Offenders Act 1974, all applicants who are offered employment will be subject to a criminal record check (Disclosure) from the Disclosure & Barring Service before the appointment is confirmed. This will include details of ALL cautions, reprimands or final warnings as well as convictions, whether “spent” or “unspent”. Criminal convictions will only be taken into account when they are relevant to the post.
• The Council operates a Smoke-Free Policy, and the post-holder is prohibited from smoking in any of the Council's buildings (including Council owned and Council leased buildings, but excluding designated areas in residential schemes), enclosed spaces within the curtilage of buildings, and Council vehicles. The Council does not permit smoking breaks within work time, however, in services where the flexi-scheme is in operation, employees may take reasonable break times outside of core hours, in accordance with flexi-time arrangements. Employees should follow the flexi-scheme procedure for agreeing time away from their duties in the normal manner with their immediate colleagues and line manager, with break start and finish times being recorded, as with any other break-time arrangement. 
• The post-holder is expected to familiarise themselves with and adhere to all relevant Council Policies and Procedures.
• The post-holder must comply with the Council’s Health and Safety requirements as outlined in the H&S policy appropriate to the role.
• The post-holder must be committed to the Council’s Core Values for employees – “Torbay Council employees are committed to being forward thinking, people orientated and adaptable - always with integrity”. Evidence will be sought during the probation and appraisal processes.
• As this post is customer facing, it will require the ability to fulfil all spoken aspects of the role with confidence and fluency in English.
• If you are required to access a government system such as HMRC, DWP or The Public services network (PSN) as part of your role with the Council you will be required to complete a basic disclose with your line manager before you can access these systems. Your manager will be required to complete a verification form that confirms your identity, nationality and immigration status, employment history and unspent convictions (third party).
• If you are required to use your own vehicle on Council business or drive a council vehicle you will be asked to provide information on any driving endorsements by accessing gov.uk/view-driving-licence and providing a code to your Line Manager in order to share your driving licence information with the Council.

Person Specification

Note for Candidate

All Candidates

The supporting statement on your application form will be used to assess ability to meet the essential requirements of the role, so you should explain how you meet each of the numbered essential requirements within your supporting statement. In a competitive situation, the desirable criteria may be taken into consideration, so you are encouraged to show how you also meet each of the desirable criteria.

Candidates who consider that they have a disability

Reasonable adjustments will be made to the job, job requirements or recruitment process for candidates with a disability.

If you consider yourself to have a disability you should indicate this on your application form, providing any information you would like us to take into account with regard to your disability in order to offer a fair selection interview.

Where ever possible and reasonable we will make adjustments and offer alternatives to help you through the application and selection process.

If you have indicated that you have a disability on your application form you will be guaranteed an interview if you clearly demonstrate in your supporting evidence how you broadly meet the essential requirements of the role.

Job info	Job info details
Job Title	Housing Officer
Strategic team/Directorate	Pride in Place
Service	Regeneration
Business unit	Strategic Housing

Skills and effectiveness

Essential skills and effectiveness

• Excellent communication skills. 
• Ability to prioritise workload and work under pressure. 
• Good negotiation, interpersonal and presentation skills. 
• Ability to work with challenging people and in difficult situations. 
• Able to listen actively and non-judgementally. 
• Judgement and decision-making skills, and ability to appraise a situation and make a coherent, well-evidenced recommendation to senior staff. 
• Flexible and able to work on own and as part of a team. 
• Develop effective working relationships. 
• Able to manage challenging situations and a busy workload. 
• Self-motivated and able to work without close supervision. 
• Planning and organising workload. 
• Effective problem solver. 
• Ability to extract and interrogate data. 
• This role requires the ability to fulfil all spoken aspects of the role with confidence and fluency in English.

Desirable skills and effectiveness

• Good working knowledge of Housing Benefit and Universal Credit. 
• Experience of mediation and negotiation skills. 
• Understanding of Choice Based Lettings. 
• Experience of preparing Court applications, witness statements and Court presentations. 

Knowledge

Essential knowledge

• Understanding of the Competency Standards for Social Housing. 
• Estate Management experience. 
• Service User involvement and consultation. 
• Relevant regulations and Good Practice. 
• Use of relevant IT systems. 
• Knowledge of Housing Legislation, and welfare & benefits system. 
• Safeguarding principles and processes. 
• Health & safety awareness. 

Desirable knowledge

• Housing good practice.
• Community work and initiatives.
• Current social housing agenda.
• Good up to date knowledge of social housing and law.
• Community work and initiatives. 

Experience and achievements

Essential experience and achievements

• Proven experience of working to deadline and prioritising workloads.
• Proven experience of working in a similar role.
• Proven experience of analysing and diagnosing problems and implementing solutions.
• Experience of working with tenants, tenant organisations and external agencies.
• Experience of implementing policies and procedure.
• Strong record keeping.
• Experience of providing advice and support on a range of tenancy issues.
• Experience of undertaking site visits and inspections. 

Desirable experience and achievements

• Proven experience of working in a social housing environment.
• Working for a social housing provider.
• Strong record keeping.
• Working to performance targets.
• Experience of using housing management software.
• Experience of the effective investigation and preparation of cases for prosecution in relation to Housing. 

Qualifications/professional memberships

Essential qualifications/professional memberships

• Literacy and numeracy equivalent to passes in GCSE English and Maths.
• Full current driving license.
• CIH accredited L3 Certificate in Housing, or acceptance that this will be completed as a condition of employment (paid by the Council). 

Desirable qualifications/professional memberships

• CIH accredited L4 Certificate in Housing. 
• NVQ level 3 in relevant area. 
• Accredited qualification in mediation. 

Other requirements

Other requirements of the job role

• Demonstrates a commitment to safeguard and promote the welfare of children and young people. 
• Ability to travel efficiently around the Bay/South West/UK in order to carry out duties. 
• Ability to accommodate unsociable hours and on-call working. 
• Ability to accommodate occasional homeworking. 
• Ability to handle sensitive data, confidentially. 
• Track record of excellent customer service and support. 
• Punctuality. 
• Commitment to continuing personal development to maintain CIH qualifications.