Neighbourhood Manager in Peterborough

Monday – Friday 0900-1700 with occasional evening and weekend work

Up to £45,332 per annum + Car Allowance

The Cross Keys Homes Neighbourhood Management team is expanding! We are therefore looking to recruit resident focused, outcome driven, neighbourhood managers to work in a defined neighbourhood area. You will Improve the quality of life for residents through a proactive and solutions focused approach, ensuring compliance with tenancy agreements. You will also visit all properties annually for tenancy and condition reviews to ensure standards within the property are maintained to an acceptable level as part of a preventative approach to our service.

If you want to have direct responsibility for effective case management, make decisions regarding breaches of tenancy and be responsible for the resident satisfaction in your area and have the skills and knowledge described below we want to hear from you!

Our neighbourhood areas are within an hour’s radius of our base in Peterborough and more than 10% of our homes are now located in Milton Keynes, Bedfordshire, Huntingdonshire and Cambridgeshire.

Key Responsibilities

• To develop positive landlord/ tenant relationships with CKH households living in a defined neighbourhood patch; being a visible and contactable for residents regarding tenancy and estate related matters.

• To manage all matters relating to the life cycle of a tenancy ensuring compliance with the tenancy agreement, dealing with breaches of tenancy, tenancy management, tenancy sustainment, prompt investigation of suspected sub-letting, abandonment, non-occupation, and eviction processes through to satisfactory resolution.

• To carry out regular target-based visits to properties where a concern has been raised through internal/external stakeholders and tackle any concerns of poor property conditions promptly. Working with colleagues and external agencies in managing complex cases with tenants suffering from mental ill health or physical disability.

• To proactively manage and ensure that tenancy processes and procedures are carried out in accordance with legal requirements, statutory timescales, Cross Keys Homes’ policies, meeting specific Key Performance indicators thereby ensuring the best use of CKH stock, maximising income, & reducing void costs.

• To proactively safeguard children and adults by assessing needs and making decisions about timely referrals to statutory agencies where vulnerability has been identified and to work in partnership with statutory agencies to implement safeguarding procedures; including representing CKH at safeguarding meetings and ensuring swift completion of appropriate and agreed actions.

• To be contactable by residents via regular surgeries in the community to understand and support residents to have a voice about their home and community; taking a proactive, solution focused approach with internal and external partners to manage any emerging/ current issues. Support CKH’s area panels with local intelligence to direct and prioritise resource.

• To take ownership for the management and resolution of emergencies across CKH housing stock including fires, floods, structural issues, repairs, and emergency decants, liaising closely with affected tenants, CKHPL team, contractors, and external agencies to achieve a resolution.

• To investigate reports of noise transference between properties and liaise with asset management where the property may be attributed to the cause, and also support residents in resolving the issues including facilitating mediation.

Knowledge & Experience

• Comprehensive knowledge and implementation of the Housing Act 1996 where the interpretation of legislation is likely to relate to housing and the tenant/landlord relationship.
• Comprehensive knowledge of all types of tenancy agreements relevant to the management of CKH housing stock.
• Knowledge and experience of applying basic child protection and adult safeguarding principles.
• Experience of dealing with the public in person, via telephone and in writing, in challenging and sensitive situations.
• Experience of multi-agency working to achieve positive outcomes for individuals and families
• Experience of working with and supporting vulnerable people with demonstrable achievement of positive outcomes.
• Experience of working with a diverse customer base where English is not always the first language.
• Demonstrates an understanding of equality and diversity principles relating to service provision.
• Experience of successful complaint management and resolution.
• Experience of working on own initiative, managing a busy workload and appropriate delegation of tasks in an office environment.
• Experience of working in a performance driven service, successfully achieving set targets and objectives.

Skills

• Ability to make sound decisions about tenancy-related matters under pressure within the context of the wider business needs and applying flexibility where appropriate.
• Ability to effectively communicate in a patient, sympathetic and tactful way by telephone, in person and in writing with tenants, and corporate colleagues.
• Ability to understand KPI outputs and evidence demonstrable and measurable outputs.
• Competent use of IT systems including Housing Management systems and Microsoft applications.
• Ability to use resident feedback to reflect on performance and demonstrate continuous improvement, including tangible changes that improves residents’ lives
• To meet deadlines, prioritise work and respond positively to changing service requirements, often at short notice.
• The ability to deliver effective high quality customer care in a pressurised environment .
• Keeps up to date with housing legislation and has a commitment to personal development through regular training.

Enhanced DBS Required

Full UK driving licence and access to a suitably insured vehicle for business use required

We reserve the right to close this advert early if sufficient interest is received. Therefore, if you are interested in the role, we encourage you to apply without delay!

A commercial business with a social heart, our vision is to create opportunities that change lives through our drive, expertise, resources and passion.

Our dynamic approach has made us one of the region’s leading providers of affordable homes for rent and sale. Developing new homes across Cambridgeshire and Peterborough, and the surrounding area, we’re committed to increasing the supply of affordable homes in the communities where they are needed most. Agility and innovation are central to our approach to adapting to change, and we’ll continue to grow our business in today’s fast-paced operating environment.

There’s more to building communities than building houses. In addition to providing quality homes and delivering excellent landlord services, we also provide care at home and at our two extra care communities in Peterborough as well as around the clock support through our LifeLine personal alarm service. Our community investment programme sees us working with specialist partners to bring a range of employment, wellbeing and family-friendly services to the heart of our communities, with a rapidly expanding digital support offer too.

You can find out more about us and the services we offer our residents on the CKH website.