Hammersmith & Fulham Council

About Hammersmith & Fulham Council

We have an opportunity for three enthusiastic housing officers to join our neighbourhood services team, based in our area housing office on the White City Estate, London, W12. You will be part of a team providing a wide range of housing management and support services to our residents. We are looking for experience or transferable skills to provide a customer focused, proactive and high-quality tenancy and leasehold management for our residents. The successful candidates will be responsible for the day to day management of a patch of tenancies, leases and licences. This will include providing a front-line service to our residents, tenancy and leasehold management, anti-social behaviour management, estate inspections, tenancy verification checks and general neighbourhood management. You will need strong customer care and communication skills, a practical problem-solving approach to your work, the ability to plan and prioritise a busy work load and work independently. The successful applicant will need to work outside of normal office hours on occasion, to attend evening meeting and emergencies. In return we offer a challenging and varied working environment, the support of a high performing team and the opportunity to development your housing management learning and skills. Role Responsibilities: Responsible for the day to day management of a patch of tenancies, leases, and licences, to include sheltered housing, to ensure all agreements are adhered to and action is taken to address breaches where appropriate. To maintain up to date knowledge of relevant housing and leasehold legislation and case law in respect of tenancy, neighbourhood, and estate management. To develop an excellent understanding of H&F policies and procedures relating this and to apply these appropriately in day to day working. To identify fire safety issues on our estates and in resident homes, to give advice and report issues to appropriate departments to ensure risk is reduced and we comply with guidelines and best practice. Work with the Estates & Fire Safety team to action any recommendations for housing management from fire risk assessments within required timescales To plan, co-ordinate and undertake a tenancy audit of your patch, visiting all properties within an agreed timeframe to build our business intelligence of the people and properties we manage. Working with the Voids Manager to deliver an effective voids/re-letting process which minimises void rent loss by working closely with internal teams and external contractors to meet performance targets. Carry out all sign-up interviews in line with agreed policy and procedures. To ensure tenants have all the information they need at the start of their tenancy to fully understand their rights and obligations under the tenancy agreement, and to enable them to successfully sustain their tenancy and reduce the incidence of tenancy breakdown in the borough. Identify any support needs and sign post to relevant agencies Make the best use of our housing stock by identifying and supporting residents to be in the right home, through application of moving on policies and products, such as Beneficial transfers, Homes and Countryside Moves and Homeswapper. Give good quality housing advice to residents on all tenancy and estate management services, and sign post people to partner agencies to increase residents’ access to services and improve their satisfaction with LBHF. To lead on investigations into illegal occupancy, sub-letting and squatting to repossess properties speedily and minimise loss of income to LBHF. To manage and make decisions on all tenancy change applications, including succession, discretionary awards of tenancy, assignment/mutual exchange, and joint-tenancy applications, applying relevant policy, procedures, and legislation to ensure applications are processed promptly and in accordance with housing law and H&F policy. Manage the review and assessment processes for introductory and secure/flexible tenancies. To decide whether tenancies should be made secure or terminated, and manage resulting actions within agreed timescales. To have delegated authority to serve an NPP or/and NOE to extend and terminate tenancies.. Take a lead on ASB management, ensuring a victim centred response where cases are resolved quickly through partnership working and the effective use of relevant tools and powers. To include enforcement action for breaches of lease including co-ordination of applications and responses to First Tier Tribunal cases, representing H&F at tribunal hearings. Deliver a victim centred approach towards victims of domestic violence by responding quickly and sensitively to reports from customers (within24 hrs), supporting victim, referring to specialist DV services and taking tenancy action, where appropriate, against the perpetrator. To make referrals to MARAC where appropriate To have delegated responsibility for service of Notice of Seeking Possession and Notice to Quit in cases of tenancy breach or non-occupation. To instruct legal and prepare the court case and documents, in conjunction with legal services and represent the department in court and at evictions, giving evidence and presenting the case on behalf of H&F. To initiate, convene and chair professional’s meetings, multi- agency meetings and case conferences on behalf of the department, to manage and resolve complex housing cases. To identify safeguarding issues through the course of your duties, making appropriate referrals and convening safeguarding meetings where required. Establish strong relationships with tenant & resident association representatives and to act as a key source of advice and support, enabling them to increase their involvement in LBHF service delivery and decision making. Develop and maintain effective relationships with relevant stakeholders including health services, third sector, voluntary groups, police, contractors, internal and external customers (tenants and leaseholders), colleagues, and community organisations. Respond to emergency situations on our estates, such as power losses and floods, including outside of normal working patterns. Providing on-site support and reassurance to residents, identifying vulnerable customers and being a visible presence. Investigate, resolve, and respond to enquiries and complaints from residents, members, and MP’s within agreed timescales, to identify and implement improvements to the service, ensure that customer service standards are met and customer satisfaction is continuously improved. To deputise for the housing manager and to supervise the work of the housing support officers. Officers are required to attend evening meetings when required and to participate in Forums and events outside of office hours when needed, in line with LBHF guidelines. For further information please refer to the Job Description People Values: How we act defines who we are. At the heart of our organisation is a common approach to defining ‘who we are’. We are looking for people who can build this into everything they do. We are fair We treat everyone with compassion, dignity and fairness. We value the views and opinion of others, and promote benefits and opportunities for all. We are caring We care about our borough and doing things well. We focus on standards and continuous improvement; learning from our mistakes and celebrating success. We are collaborators We work together for a better society. We work with our residents, businesses, schools, third sector and others for better outcomes for everyone. We are driven We will only settle for the very best. We seek to continually improve and put our residents, customers and businesses at the heart of everything we do. Recruiting for Attitude: Your skills and ability are important however, we recruit as much for attitude as we do experience. We are looking for people who have the following attributes: Complex problem-solving The ability to work within a complex system and find simple solutions and outcomes that deliver real change. Critical thinking The ability to challenge the norms through evidence-based approaches using both numerical and critical reasoning and thinking. You can rationalise decision-making and form views quickly and soundly from a range of sources. Creativity You take approaches that demonstrate how doing things differently and creatively changes the dynamic in situations. You can apply creative solutions that deliver hard outcomes. People management You can get the best out of people. You have a coaching-style and drive through a commitment to personal and professional development. You are clear in your expectations and have exception feedback from your team about their working environment. You recognise and support people as individuals. Coordinating with others You have the knack of working well with others. You have an appreciation of your own presence and approach and can demonstrate how you have developed and continue to develop how you work with others. You will also can recognise how others work, think, and feel to get the most out of collaboration. Emotional intelligence You have a high degree of self-awareness and self-regulation in a wide range of situations from one-to-one conversations to team and group dynamics. You can recognise motiving factors and demonstrate empathy appropriately applying a wide range of adaptive social skills. Judgement and decision making You can take rational and evidence-based decisions and take responsibility for your decisions and actions. Where there is ambiguity or a lack of evidence you can demonstrate the ability to understand the environment and show flexibility in applying your judgement. Negotiation You can demonstrate an understanding of the range of skills and techniques required to successfully negotiate with a range of other partners. This includes understanding how to structure and undertake successful negotiation on an organisational-wide level. Service orientation You must be unequivocal in your commitment and drive for outstanding service delivery. Both in terms of the quality of products and work delivered as well as the achievement of objectives. You and your team can demonstrate how your overall contribution to the organisation and service delivers to our organisational aims and objectives. Cognitive flexibility The ability to recognise the environment in which you work and adapt and shift to this environment to maximise your own personal achievement and lead others in the same approach. Applying cognitive flexibility to situation of significant change and transformation. London Borough of Hammersmith and Fulham is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults. We expect all employees, workers and volunteers to share this commitment. We will ensure that all our recruitment and selection practices reflect this commitment.

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