Tenancy Team Manager

Connect2Luton are excited to recruit a Tenancy Team Manager on behalf of Luton Borough Council.

Main purpose of position:

To lead and continuously improve tenancy management in the delivery of a comprehensive, effective and high-quality service. Continuously improve services to all tenants and residents in Council properties.

You will be responsible to:

• Lead and manage the Housing North/South Area Team, having responsibility for monitoring team performance, support, recruitment, training, appraisal and development ensuring a high level of professionalism in service delivery and customer care. Prioritise workloads to ensure individual and group workloads are met. Lead, manage and allocate work to staff.
• Motive staff to provide a professional and continuously improving service. Feedback to and encourage the team on performance and address training needs and performance management effectively in accordance with the management competencies and HR policies and procedures.
• Lead and manage day to day tenancy management, to improve the Council's residential tenancies. This will potentially include but not limited to: providing technical and legal advice on dealing with tenancy breaches, enforcement action, tenancy changes.
• To lead on good management of housing stock through and including movement of tenants within the stock, keeping void turnover to a minimum, mutual exchanges, viewings and signups, regular tenancy audits and inspections, taking prompt action to prevent subletting and tenancy fraud. Lead on with tenancy sustainment for hard to engage tenants.
• Manage the team to ensure that safeguarding alerts are raised wherever needed and that staff are fully trained and aware of safeguarding issues.
• To lead and manage the collation of regular performance information and set and monitor targets for Housing Officers. Analyse against key performance indicators and targets, identifying poor performance and preparing reports and recommendations for the Tenancy Services Manager.
• Carry out quality audits of cases to ensure adherence to procedure and investigate, develop and implement continuous improvement and best practice across the Housing Team to ensure customer focus, tenant sustainability and value for money. Respond to complaints, FOI and SAR requests within timescales and ensure that Caseworker is kept up to date.
• Lead and manage tenancy sustainability through the provision of support to tenants, prospective tenants etc.

Skills and Experience:

• In-depth experience of tenancy management within a social housing environment.
• Able to communicate effectively both in writing and verbally, with a wide range of people including customers, internal colleagues and external agencies.
• Able to provide complex professional and legal advice and guidance on Housing matters.
• Able to deal with financial and resource calculations and analyse performance information and data.
• In-depth knowledge of current housing legislation, regulations and practice.
• Knowledge of the principles of tenancy sustainment.
• Able to attend meetings, undertake work and respond to emergencies outside of normal office hours, including weekends.

About Us:

Luton Borough Council have partnered with Kent County Council to create Connect2Luton, a recruitment managed service for all contingent temporary agency, contract, and interim roles at the Council. Our heritage and being local government owned means we have a wealth of knowledge and expertise within the public sector, with many of our employees having previously worked for the Council or have supplied previously into the Council, for several years. We are an equal opportunities employment agency and business that positively encourages applications from all suitably qualified and eligible candidates.