Job Description

The offer:

A Housing Support Officer full time equivalent salary, working 37 hours per week, is 25,649.99 per annum.

This job role offers 20 hours a week with an annual salary of 13,864.86.

Some additional hours may be available from time to time with the post holders agreement.

We offer 28 days annual leave plus bank holidays and one day a year for your birthday.

Depending on organisational performance, our Board may award up to 3 gifted Christmas close down days.

About the role:

As a Housing Support Officer (HSO), based at our Priest Croft scheme, you will:

Provide support to enable tenants to maintain their independence (40% of your time). Provide customer, housing and property management services (60% of time). You will be based at one scheme but will be expected to work across our portfolio. You will report to our Housing Services Manager (HSM)

.

What you need to be successful:

You will be comfortable working independently but also as part of a small team. You will enjoy helping people maintain their independence by offering appropriate support and monitoring the welfare of our tenants through agreed support plans. You will be comfortable delivering effective and efficient customer services and prioritising your work to meet targets. You will be professional and able to establish appropriate boundaries with tenants, whilst building trust and advocating on their behalf to ensure they can maintain their independence. You will be able to recognise where independent living is no longer appropriate and support tenants on their journey to alternative accommodation.

What you are known for:

A professional approach to your work, where you take pride in the outcomes and its impact. Understanding what you do makes a real social impact - for our tenants and our community. Happy engaging with customers. A good listener with the ability to confirm issues of concern and propose solutions. A positive, 'can-do' attitude that wins smiles and builds relationships. Being a great team player with the ability to take responsibility for solving problems and helping colleagues when they need you. An excellent organisational ability, comfortable with changing priorities to suit business needs, able to balance work flows and demands. Able to use software and technology to deliver work tasks and demonstrate compliance and assurance with processes and workflows.

What you can expect:

Induction training and ongoing support to help you learn your new role, supported by 121's and appraisals. Access to learning and training, to help you develop new skills as a housing professional. Working as 'one team', where all colleagues care about what we do and support each other. The role of a Housing Support Officer is customer facing and daily attendance at one of our schemes is expected. Muircroft does support a flexible approach to work to allow occasional home working with prior agreement e.g. for training, project work etc.

Housing Support Officer - What you'll be doing

Housing Support:

Welcome all tenants to their new home, ensuring they settle in quickly and feel safe and secure. Ensure that all tenants understand how to live safely in their home, maintaining up to date records where circumstances change and monitoring tenant welfare. Ensure that all tenants know how to access our services and any communal facilities available to them in their scheme. Ensure that agreed 'support / contact plans' are followed, recorded, updated and reviewed as required. Act as 'appointed person' in case of accidents or incidents e.g. illness, whilst on duty. Where required, obtain emergency services assistance or liaise with contacts noted on a tenant's support plan. Provide and receive an effective handover to / from Careline monitoring services and ensure actions are followed up and recorded. Use our software and technology to maintain up to date 'support / contact plan' records for each tenant.

Customer Service:

Deliver customer service in line with our HEART values. Act as the principle contact point for all tenant, contractor and third-party queries and requests. Record all queries and requests using our software and technology, placing orders or submitting requests as required. Communicate with colleagues, contractors and third parties (as appropriate) to escalate urgent items. Positively manage service requests to ensure issues are resolved effectively. Welcome expressions of dissatisfaction, including those that may be complaints, and seek resolution.

Housing Management:

Lettings: assist the HSM with all aspects of the letting process, including: open days, viewings, tenancy sign-ups, end of tenancy, voids management. Voids: Liaise with Maintenance Services Manager regarding work arranged in flats between tenancies. Manage access and supervision of contractors carrying out this work, to limit void period. Rent accounts: assist the HSM with the monitoring of tenants rent accounts, including: highlighting issues which may lead to rent arrears, ensuring tenants understand their rent account and their payment obligations, helping to agree repayment arrangements, assisting with housing benefit applications and benefit sign-posting. Tenant safety: assist the HSM with the completion of Person-Centered Fire Risk Assessments (PCFRAs) and where risks are identified Personal Emergency Evacuation Plans (PEEPs). Ensure these are reviewed when circumstances change. Income: Facilitate miscellaneous income transactions e.g. Guest room lets as well as ad hoc payments from tenants. Tenancy conditions / ASB: assist the HSM with the management of tenancy condition breaches and complaints of anti-social behaviour (ASB). Tenant engagement: Ensure tenants are updated on all general matters affecting their home and assist with the delivery of consultation processes, surveys and tenant meetings. Lead on the creation and management of tenant events to promote interaction and tackle loneliness.

Property, health and safety:

Conduct and record daily, weekly, monthly etc. health and safety checks as set out in the building health and safety checklist.

Property maintenance:

Repairs: Liaise with Maintenance Services Manager (MSM) regarding work required or arranged for homes and communal areas and ensure that works are planned, delivered and tenants notified to minimise impact and disturbance. Positively resolve emergency situations using approved contractors. Cleaning: monitor the performance of cleaners and contractors to ensure that communal areas (laundries, lounges, corridors, stairways, lift(s) and entrance lobbies etc.) are maintained in a clean and tidy condition. Monitor cleaning of Guest rooms and ensure ready to let. Facilitate the delivery of ad hoc works e.g. deep cleans, window cleans, carpet cleans. Grounds: monitor the performance of grounds contractors to ensure that gardens are maintained to required contract standard. Ensure communal facilities e.g. bin area(s), drying areas etc. are maintained in a clean and tidy condition. Security: monitor the security of the premises, ensuring that doors and windows lock and are shut when required. Monitor and audit the use of master keys and passes ensuring their correct use. Assist the HSM by liaising with the Police and other statutory agencies as required to promote community safety or deal with specific situations.
Job Types: Part-time, Permanent

Pay: 13,864.86 per year

Expected hours: 20 per week

Benefits:

Additional leave Company pension Free parking On-site parking Sick pay
Experience:

Housing, Support or Care: 1 year (required)
Licence/Certification:

Driving Licence (required)
Work Location: In person