Neighbourhood Officer

Part of the Stonewater Group, Mount Green Housing Association meets people’s housing needs across Surrey and North Sussex through the delivery of a local service to its residents. We are recruiting for two Neighbourhood Officers; one to manage properties in Guildford and one to manage properties in Leatherhead.

As Neighbourhood Officer, you will provide a high-quality resident-focused neighbourhood and tenancy management service to residents, ensuring that terms and conditions of tenancy are maintained, and landlord obligations fulfilled. You’ll be the focal point for all residents within the area that you manage, ensuring residents understand and comply with their tenancy conditions/lease and carry out intervention and enforcement actions where appropriate. This includes dealing with hoarding/property neglect, unauthorised alterations, access issues, tenancy fraud/non occupancy and overcrowding.

Organising resident participation activities in conjunction with the Resident Involvement Officer, you’ll deliver excellent and inclusive resident engagement and use the most appropriate methods to engage. You’ll listen to residents’ views, consult with, inform and involve them in the management of their homes and the areas where they live to develop meaningful, respectful, and collaborative relationships. You’ll effectively manage complaints, so residents feel heard, issues are resolved, our service improves, and we provide a first-time fix where possible.

You’ll develop robust partnerships with LA’s and other statutory and 3rd party agencies to ensure the needs of residents are fulfilled and that neighbourhood and community issues are managed collaboratively. You’ll identify and support initiatives to reduce ASB and carry out settling in visits and Tenancy Review visits as required.

What we’re looking for:

• Experience working in a public sector or commercial setting, managing neighbourhoods, tenancies and communities and undertaking enforcement actions.
• Experience of leading, involving residents and managing an estate or neighbourhood.
• Experience engaging with residents, offering creative solutions and ensuring residents’ voices are heard.
• An excellent communicator (verbal and written).
• A self-motivated team player with a strong sense of integrity.
• Someone who is able to foster effective relationships, internally and externally and be passionate about service delivery.
• Someone who can use initiative, problem solve and respond proactively to issues and concerns.
• Someone who is IT literate, in particular Office 365 and housing management software with the ability to analyse data.
• Has knowledge of housing and associated legislation including health and safety and welfare reform.
• Experience of working with a diverse customer base and addressing individual needs.
• Experience of dealing with complaints and finding innovative solutions.
• Experience managing low-level and complex ASB cases.
• Experience of Investigating and recovering properties subject to tenancy fraud.

Appointment to this role will be subject to a satisfactory Disclosure and Barring Service Check, satisfactory references and possession of a valid Right to Work document.

We are a Disability Confident Employer and working towards accreditation for becoming a Disability Confident Leader, which allows us to record and report on disability, mental health and wellbeing in the workplace to better support our colleagues. We have also achieved accreditation for being an Advanced Employer for Investing in Ethnicity Maturity Matrix. We are committed to being a Menopause Friendly employer and working towards accreditation our Menopause Friendly accreditation.

We reserve the right to bring the closing date forward should enough quality applications be received prior to the current closing date.