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- Tasks: Manage customer cases and ensure a safe, compliant neighbourhood at Ham Close.
- Company: Join a dedicated Housing Services team focused on community support.
- Benefits: Competitive salary, flexible hours, and opportunities for professional growth.
- Other info: Dynamic role with opportunities to work collaboratively and creatively.
- Why this job: Make a real difference in people's lives while developing your skills.
- Qualifications: Experience in housing management and strong communication skills required.
The predicted salary is between 30000 - 40000 £ per year.
As part of our Housing Services team, you’ll manage complex customer cases quickly and brilliantly, consistently delivering a stellar service to support our customers and keep them safe. You’ll be based mainly at Ham Close, Richmond SW London acting as the main point of contact for leaseholders, tenants and freeholders living in the existing and new Ham Close Neighbourhood. You’ll be required to travel to attend meetings and carry out regular site and customer visits.
You’ll have experience working in a similar role, managing all aspects of housing related cases, including ASB, complex tenancy/lease breaches, safeguarding, hoarding, supporting vulnerable residents, and working with internal teams. You’ll show great judgement when faced with ambiguous, complex or conflicting information whilst demonstrating inclusive behaviour and communicating passionately and authentically across different channels, adapting your style for a diverse range of customers and colleagues. Due to the nature of the role an Enhanced DBS will be required on appointment.
What you’ll do
- Carry out regular estate and block inspections, identifying and resolving issues promptly working collaboratively with our caretaking, repairs and planned maintenance teams.
- Ensure compliance with tenancy conditions, Ham Close estate regulations (as set out in the Estate Management contract and Lease with our development partner) and organisational policies.
- Proactively manage the Ham Close Neighbourhood and other housing areas in Ham & Petersham by applying tenancy/leases and estate regulations, preventing and resolving anti‑social behaviour and complex tenancy/lease breaches, safeguarding, hoarding, supporting vulnerable residents, and working with internal teams, legal services, and external agencies to maintain safe, compliant and well‑managed homes.
- Support the Development team with rehousing existing customers within Ham Close to new homes, particularly those with vulnerabilities or who require service adjustments.
- Contribute towards achieving vacant possession on each phase at Ham Close working with tenants and leaseholders with various levels of vulnerability.
- Contribute towards the decant process at Ham Close dealing with multiple tenancies and associated rights.
- Work proactively with our development partner Hill to provide a high‑quality ongoing estate management service and respond to their feedback daily and at regular meetings.
- Work with our legal partners and represent RHP at court during legal proceedings. Write and present witness statements and case reviews and advocate for RHP at stakeholder meetings.
- Develop good working knowledge of housing legislation and use this to address tenancy breaches. Work with the Development and repairs team to differentiate between defects in the new build homes and general repairs/maintenance.
- Oversee the access control systems and allocation of fobs for the residential blocks and basement car park, including the parking allocation and waiting list for parking spaces at Ham Close.
Qualifications
- Experience working in a similar role, managing all aspects of housing related cases, including ASB.
- Working as part of a team that delivers stellar service.
- Using IT systems proficiently including Word, Excel, PowerPoint, databases and email.
- Ability to travel to attend meetings and carry out regular site and customer visits.
Desired skills
- Experience of using Microsoft CRM.
- Experience of delivering neighbourhood management services.
Key behaviours we expect in the role
- Role modelling our values: We know our stuff / We make it happen / We care.
- Being digitally savvy, learning our systems quickly and using them to deliver an amazing customer service experience.
- Excellent presentation skills with the confidence to present in professional meetings/court/community trigger group.
- Being confident and assertive in dealing with challenging behaviour and situations.
- Being a great team player and doing what it takes to keep the business moving forward.
- Effective planning and prioritising by focusing on the things that will make the biggest difference.
- Showing great judgement when faced with ambiguous, complex or conflicting information.
- Remaining curious to bring fantastic new ideas to your role which stretches you and improves customer experience.
- A flexible approach to working outside core hours.
- Communicating passionately and authentically across different channels, adapting your style for a diverse range of customers and colleagues.
- Demonstrating inclusive behaviours, respecting and embracing difference and listening to other people’s unique perspective.
Neighbourhood Lead - Ham Close in Teddington employer: Richmond Housing Partnership (RHP)
Contact Detail:
Richmond Housing Partnership (RHP) Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Neighbourhood Lead - Ham Close in Teddington
✨Tip Number 1
Get to know the company culture! Before your interview, do a bit of research on their values and mission. This way, you can tailor your responses to show how you fit right in with their vibe.
✨Tip Number 2
Practice makes perfect! Run through common interview questions with a friend or in front of the mirror. The more comfortable you are with your answers, the more confident you'll feel during the actual interview.
✨Tip Number 3
Show off your soft skills! For a role like Neighbourhood Lead, being able to communicate effectively and handle challenging situations is key. Share examples from your past experiences that highlight these skills.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It’s a nice touch that keeps you fresh in their minds!
We think you need these skills to ace Neighbourhood Lead - Ham Close in Teddington
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your application to highlight your experience in managing housing-related cases. Use specific examples that showcase your skills in dealing with ASB, tenancy breaches, and supporting vulnerable residents.
Showcase Your Communication Skills: Since you'll be communicating with a diverse range of customers and colleagues, demonstrate your ability to adapt your communication style. Include examples of how you've effectively communicated in previous roles, especially in challenging situations.
Highlight Your Teamwork Experience: We value collaboration, so share instances where you've worked as part of a team to deliver stellar service. Mention any experiences where you’ve contributed to achieving common goals or resolved conflicts within a team setting.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. We can’t wait to see what you bring to the table!
How to prepare for a job interview at Richmond Housing Partnership (RHP)
✨Know Your Stuff
Make sure you brush up on housing legislation and the specific challenges faced in neighbourhood management. Being able to discuss relevant laws and how they apply to tenancy breaches will show that you’re well-prepared and knowledgeable.
✨Showcase Your Customer Service Skills
Prepare examples of how you've delivered stellar service in previous roles, especially when dealing with complex cases or challenging behaviours. Use the STAR method (Situation, Task, Action, Result) to structure your responses and highlight your problem-solving abilities.
✨Demonstrate Team Spirit
Since this role involves working closely with various teams, be ready to share experiences where you collaborated effectively. Talk about how you’ve contributed to team success and supported colleagues in achieving common goals.
✨Be Ready for Real Scenarios
Expect situational questions that may involve ambiguous or conflicting information. Practice responding to these types of questions by thinking through your judgement process and how you would handle such situations in a real-world context.