Housing Manager

We are seeking a Housing Manager in the South of England (ideally located around Oxford due to travel requirements across the South East and West) The location on the advert states Leicester as this is our head office

The Housing Manager is responsible to the Head of Housing for the effective management of day-to-day housing management operations through our team of Housing Officers. They are responsible for overseeing housing management activity. This includes overseeing day-to-day activity of the Housing team, referrals management and service development.

The role holds line management responsibility for three Housing Officers.

This role is focused on ensuring our tenants receive a good quality and efficient service to our tenants.

Performance Standards

• Produce performance reports for housing management activity
• Work with the Head of Housing and other team members to scrutinise housing management performance
• Where areas of underperformance are identified, work with the Head of Housing to rectify these at the earliest opportunity
• Support the production of monthly performance reports
• Ensure we comply with our Competence and Development Policy, supporting direct reports to foster a culture of continuous improvement
• Review feedback and complaints received, with a focus on learning and improvement

Housing Management

• Ensuring that all housing management activity is delivered in accordance with our performance framework KPIs and timescales.
• Monitor the delivery of the service from Housing Officers day-to-day to identify issues, working with them to provide solutions.
• Ensure that we are delivering an Intensive Housing Management service, including conducting checks on information recorded in the system. Where issues are identified, you should be confident in creating and implementing improvement plans (both for the service and employees)

Tenancy Management

• Support in the resolution of any tenancy management issues alongside the Head of Housing e.g. ASB, tenancy breaches and other legal issues.
• Provide guidance to the Housing Management team where required on tenancy management issues.
• Ensure we have up to date tenant information held on our systems

Income Management

• Support the Income team in advising on arrears cases, escalating to the Head of Housing as required
• Regular review of new tenancy sign-ups to ensure that our Housing Management team have submitted Housing Benefit application in line with agreed timescales
• Liaise with credit control to ensure all payments are being made in a timely manner
• Produce update reports on income performance, highlighting any challenges e.g. with Housing Benefit.
• Wider responsibilities in providing assurance that our responsibilities under Housing Benefit regulations are being consistently met. This includes leading on SHIP reviews as and when required with Local Authorities.

Referrals

• Work with the Support Providers to generate referrals.
• Produce regular reports on referrals, highlighting any issues

Void Management

• Liaise with the Housing Management team to ensure that void properties are being progressed.
• Support the development of options appraisals on properties alongside the Head of Housing (e.g. seeking valuations, negotiating with Commissioners)

Repairs and Maintenance

• Provide links into the housing management function for repairs and maintenance
• Ensure properties are well maintained and encourage the proactive reporting of repairs and compliance issues through the Housing Management team

Service Development

• Contribute to quarterly service reviews
• Ensure compliance with the Regulator of Social Housing’s Consumer Standards
• Apply other legislative and regulatory requirements across the Housing Management service
• Work with colleagues in other departments to complete wider service reviews, ensuring tenants remain at the hear of all we do.

Qualifications

• Working towards or CIH qualified Level 3 or above (e)
• Any other relevant housing management and qualifications

Skills and Knowledge

• Champion for putting tenants at the heart
• Good stakeholder management (both internal and external stakeholders)
• Strong report writing skills

Experience

• Previous experience working in a housing association in a similar role (e)
• Experience of liaising with a wide range of stakeholders both internally and externally (e)
• Proven track record of delivering performance improvement plans (e)
• Knowledge of Housing Benefit regulations and compliance with these (e)
• An understanding of the Supported Housing sector (d)
• Experience of working with Intensive Housing Management models (d)

General

• At all times to demonstrate openness, integrity, honesty, trustworthiness, reliability, and discretion.
• A commitment to equality and diversity in the delivering of effective services to our residents.
• Ability to prioritise effectively, with the ability to problem solve.
• To be highly self-motivated and work with limited supervision.
• Setting high-performance standards for FPHA, themselves and our managing agent.

Additional Information

• Postholders are expected to commute regularly to our Leicester Head Office (2 days per week). The rest of their time will be spent working from home or out on site at our properties (as required). The postholders would be expected to travelling 2-3 days per week to support staff and manage a small portfolio of properties.
• FPHA do not contribute to the cost of running home office (light, heat, etc.) or IT and telephony.
• Postholder to be self-sufficient in terms of admin as no admin support is provided.
• The role may require evening meetings, conference calls and postholder is expected to attend/organise these.

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