Neighbourhood Services Coordinator

Neighbourhood Services Coordinator

Location: Ladbroke Grove London, W10 5UP
Start Date: ASAP
Contract Duration: 3+ Months
Working Hours: Mon Fri, 09 00, 37 Hours per week
Pay Rate: £ 23.20 per hour
Job Ref: (phone number removed)

Responsibilities

• Deliver outstanding services to residents in council-owned properties with a resident-first approach.
• Act as the single point of contact for residents on tenancy, anti-social behaviour, and communal area issues.
• Coordinate services to resolve resident enquiries and issues.
• Represent tenants/leaseholders in service standard concerns with other teams, such as repairs.
• Establish close working relationships with teams like caretaking, income, repairs, and social services.
• Manage housing management case work and be accessible to residents and agencies.
• Identify and assist tenants struggling to maintain their home or facing safeguarding issues.
• Develop estate action plans to improve the environment and reduce anti-social behaviour.
• Respond promptly to anti-social behaviour reports and adhere to ASB policy.
• Attend estate inspections and ensure issues are resolved, reporting back to residents.
• Ensure prompt property viewings and tenancy sign-ups to minimize void turnaround times.
• Act on tenancy management matters promptly according to legislation and policies.
• Work with residents to address safety issues in homes and pursue enforcement if necessary.
• Collaborate with Income Officers and support services for residents with multiple needs.
• Reduce complaints and escalations by providing responsive housing management services.
• Handle Domestic Abuse reports sensitively and ensure risk assessments are conducted.
• Engage with resident meetings and keep residents updated on estate improvements.
• Work with Home Visiting Officers to increase Home Visits and capture resident data.
• Contribute to service improvements through project participation and process reviews.
• Advise on capital works and provide resident feedback to the Capital Works team.
• Ensure swift action on access enforcement, such as gas safety checks.
• Take responsibility for cases on an allocated patch and update resident data.
• Attend emergencies, coordinate support, and prioritize resident safety.
• Respond to Member and MP enquiries within timescales with high-quality correspondence.
• Prepare court files and maintain accurate case management records.
• Perform other duties as requested as part of the role.

Person Specification
Values & Behaviours

• Putting Communities First: Involve and include local people in decision-making.
• Respect: Listen to everyone and value personal experiences.
• Integrity: Act with openness, honesty, and responsibility.
• Working Together: Collaborate with others to provide effective services.

Qualifications

• Grade A to C in English and Mathematics.
• Chartered Institute of Housing qualification at level 3 or equivalent experience in housing management.

Skills, Experience, and Attitude

• Knowledge of Housing legislation and landlord obligations.
• Experience in housing and delivering services to social housing residents.
• Experience managing ASB matters or addressing ASB on an estate.
• Experience supporting residents to sustain their tenancy.
• Experience working with support services like social services and mental health.
• Excellent customer service skills and coordinated working approach.
• Experience working in a local authority and understanding its obligations.
• Experience working with local Councillors and MPs.

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