Case Manager Tenancy and Estates in Taunton

Case Manager Tenancy and Estates needs to be accessible to our customers and deal with all housing related enquiries from giving initial tenancy advice to managing complex cases, which involve providing comprehensive support to our vulnerable customers to ensure that they sustain their tenancies. All contact with our customers must be recorded accurately on the Open Housing System. The role involves dealing with vulnerable people on a regular basis and you must be experienced.

To oversee the administration and management of social housing properties, with an overall responsibility of between 550 and 750 tenancies. You will need to ensure that housing policies and procedures are adhered to. This position requires strong interpersonal skills, knowledge of housing laws and regulations and the ability to manage a diverse range of responsibilities.

Accountability

• Understand, uphold, and promote the aims of the councils equality, diversity, and inclusion policies; health, safety and wellbeing of self and others; and Organisational values in everything you do.
• Provide advice and information in relation to tenancy and estate management, having knowledge of housing law, current legislation, and new initiatives.
• Ensuring safeguarding practices are adhered to and that the customer is at the heart of everything we do.
• Conduct tenant sign-ups and visit regularly to ensure that the right support is given at the right time to enable that tenancy to be successful and sustainable.
• Monitor against the tenancy obligations and address any breaches or issues.
• Provide consistent and strong messages when dealing with all aspects of low-level nuisance and anti-social behaviour.

Inspections and Tenancy/Compliance Checks/Health and Safety

• Inspect estates to ensure that health and safety issues are raised, and communal areas are kept in good order.
• Conduct bi-monthly blocks and communal areas inspections to ensure that they are sterile and report any health and safety/fire risks.
• Conduct Annual Tenancy Checks to ascertain that current records are correct for the tenant and household.
• Conduct inspections at the end of the tenancy to ensure that the property is returned in a good condition.
• Address any health and safety risks that are highlighted by Assure app in a timely manner.

Stakeholder Engagement

• Provide good relationships with all our multi-agency partners to ensure that our tenants receive the support that they may require.
• Support and consult with other areas of housing within the organisation.
• Be proactive within One Team Meetings and participate with our Social Service colleagues.
• Hold regular community skip day events where required, and engage with customers.

Key Performance Areas

• Provide a monthly report on your housing management activities.
• Ensure that complaints are addressed promptly in line with current procedures.
• Maintain comprehensive housing records and follow procedures around their recording keeping.

Qualifications

• Minimum of 5 GCSEs at grades A to C (including English and Maths) Essential.
• NVQ Level 4 or equivalent, or significant relevant experience within housing; local authority or registered provider Desirable.
• Evidence of continuing development of professional skills e.g., through training qualification or experience Essential.

Knowledge and Experience

• At least 2 years housing management experience in a similar setting with a registered provider.
• Good understanding of the social housing; with a strong emphasis in housing management.
• Experience of dealing with the general public and in particular vulnerable customers.
• Experience of delivery of frontline customer services.
• Experience of working in an administrative role.

Skills

• Excellent customer care and people skills and an ability to communicate well both face to face, by email and by telephone.
• Accuracy and attention to detail.
• Good organisational and administrative skills.
• Good IT skills including the use of Microsoft Word, Excel, and Outlook as well as case management systems.

Dimensions of role

• Manage approximately 550 to 750 properties depending on the area.
• Work remotely in your area, ensuring that you signpost your customers to the correct organisations when help and expert advice is needed.
• Ensure that tenancies remain sustainable but also recognise when there are serious breaches and legal action may be required.