SOHO HOUSING JOB PROFILE. Report To: Residential Operations Director Date: August 2017

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1 SOHO HOUSING JOB PROFILE Job Title: Housing Portfolio Manager Report To: Residential Operations Director Date: August 2017 D. Job Purpose The Housing Portfolio Manager is responsible for ensuring that Soho Housing delivers excellent and innovative mixed tenure landlord services to residents and ensures that residential properties are profitable. This includes working to establish robust and effective working initiatives, improving the performance of the team and representing the organisation with external and internal partners, to deliver a commercially focussed service. E. Dimensions Staff: Salary: Three direct reports 42,000 per annum plus performance related bonus up to 12% of salary Budget responsibility: c. 2m+ Scope: Working with managers and directors in Soho Housing and external organisations to provide best in class modern management services and maximise income for all residential properties.

2 C. Key Accountabilities Managing the Housing Team: 1. Provide supervision and leadership to the housing team ensuring excellent service delivery 2. Provide motivation, direction, review and feedback of assigned tasks for the team on a daily, weekly and monthly basis. 3. Responsible for hiring, coaching/mentoring and professional development of staff. 4. Set performance objectives, carry out regular one-to-one meetings and staff appraisals in line with Soho Housing s performance development framework, including making recommendations for performance bonus ratings. 5. To train, motivate and monitor staff performance to ensure the team is functioning to a high standard 6. To manage the team s activities and systems ensuring cost effectiveness and time management 7. Responsible for ensuring that Soho Housing s policies and procedures are implemented at all times 8. Respond to relevant escalated complaints in line with the complaints policy and procedure 9. Monitor and maintain health, safety and security standards and requirements for staff team and self 10. Monitor and manage all risks associated with the portfolio, including reputational. 11. Fostering and embedding a culture of continuous improvement in service provision, delivery, and promote best practice identifying and implementing service improvements 12. Identify areas of weakness in performance, troubleshooting to improve results and streamline service delivery. 13. Ensuring that accurate file notes are always recorded on the housing/property management system 14. Develop a detailed knowledge of the properties and local property market 15. Ensure that the team has on-going robust tenancy review and tenancy audit programmes in place. Performance: 1. Ensure the Key Performance Indicators (KPI) set for the housing team are achieved. 2. Working closely with the Residential Operations Director to ensure that the Senior Management Team are regularly informed of service delivery performance, including KPIs by producing director-level reports to provide assurance that the service is well managed 3. Ensuring residents, contractors and colleagues are fully aware of actions you have taken, programmes of work and progress 4. Prepare and present high quality reports with good analysis of operational and financial data. 5. Work with colleagues across Soho Housing to continually identify, implement and develop processes in order to maximise performance, improve company profitability and provide an integrated management service.

3 Managing Anti-Social Behaviour (ASB): 1. To be the initial point of contact for management of a caseload of medium to high risk ASB cases and to allocate low and medium risk cases to staff. 2. Developing and delivering appropriate training for ASB and other staff, as required 3. Undertaking special project work as required. 4. To represent Soho Housing at relevant multi-agency meetings. 5. To be main point of contact for neighbourhood problem solving coordinators and appropriate statutory and voluntary services on a case by case basis. 6. Lead as appropriate on complaints and complaint reviews from residents, including community triggers, and enquiries from Councillors and Members of Parliament. 7. To ensure tenancy enforcement action is commenced as and when appropriate and proportionate including liaising with legal services, preparation of notices, producing witness statements, attending court hearings and completing eviction requests for approval 8. To take formal legal action including the service of notices and requests for police disclosure made by staff in line with relevant legislation. 9. Ensure a holistic approach taken by the team, encouraging staff to identify opportunities to work jointly with partner agencies such as police, neighbourhood problem solving teams, mediation victim and floating support. Older People Services: 1. Manage the sheltered scheme(s) and outreach service for older residents 2. Regular liaison with Supporting People team(s) and other external agencies 3. Complete regular Supporting People Workbooks Leasehold Management: 1. Ensure the terms of shared ownership title deeds and leaseholder terms of lease are complied with, including where they impact on management of a block or community. 2. To be the key point of contact for shared owners and leaseholders, liaising with other teams to ensure that issues and queries raised are resolved within set timeframes to the expected quality standards. 3. Apply technical expertise within leasehold and housing law frameworks to ensure appropriate advice is given to shared owners and leaseholders 4. To manage the Section 20 leaseholder consultation process, liaising with internal and external contacts as appropriate. 5. Ensure that the views and concerns of shared owners and leaseholders are taken on board.

4 6. Assist shared owners and leaseholders in resolving minor disputes such as parking, refuse or other issues affecting them. 7. Act as the lead for the twice yearly leasehold forum, setting the agenda, managing and chairing this group. Customer Services: 1. Responsible for ensuring that residents are satisfied with the service provided by the housing team. 2. Monitor and ensure high levels of customer service are maintained by the housing team. 3. Work with the team to promote effective customer relations. 4. Maintain a high level of communication with residents and other external customers 5. Resident concerns are appropriately addressed in a timely manner. 6. Positive, collaborative internal and external relationships are fostered and maintained and that requests are responded to in a timely manner. 7. Delivery of great customer service to residents. 8. Ensure the housing team conducts regularly-scheduled resident meetings. 9. Follow and enforce all fair housing and landlord and tenant laws and regulations. 10. Participate in community and neighbourhood meetings. Finance: 1. Ensure that annual service charge budgets are prepared timely and accurately prior to presenting and reviewing them with Directors and the Finance Team 2. Monitor housing team s budget, review projections at least monthly and recommend appropriate actions 4. Ensure that rent collection procedures are followed and benchmarks are achieved 5. Ensure that occupancy levels are at budgeted levels and higher, where possible 6. Ensure rents allowed under the regulatory programs are being achieved, where possible 7. Manage annual rent review and achieve best rental levels Lettings: 1. Lead the regular void meetings with the asset management team and contractor(s) to ensure properties are let promptly 2. Identify properties where rents can be converted and include them in lettings and marketing plans Sustainability: 1. Working with the asset management team to ensure all relevant properties have valid EPCs. Health and Safety: 1. Ensure a high level of health and safety compliance is maintained across the portfolio, including managing contracts with third party advisors and other team members.

5 Other Duties: 1. To carry out any other reasonable duties consistent with the above as may be directed from time to time. 2. Assist colleagues or lead on ad hoc projects as required. 3. To be available for occasional evening meetings as required. 4. To maintain relevant market knowledge and contacts. D. Additional Information Context/Environment The Housing Portfolio Manager is part of Soho Housing s Residential Operations Department and will work closely with the housing, customer services, asset management and finance teams, within a small, close-knit organisational environment.

6 Person specification: Qualifications Required: Essential: Tertiary Qualification in either Housing/Property Management, Business Management or CIH Level 5 or above A minimum of 5 years post qualification experience Desirable: CIH, ARLA, RICS or IRPM membership Skills/Knowledge/Experience: At least three years of staff management experience Excellent working knowledge of housing law, ASB legislation, welfare reform and property/housing management best practice Experience of promoting resident involvement where measured outcomes have been achieved Experience in leasehold/shared ownership management Experience in managing market rent properties/prs Experience in working with different housing tenures and rent types Experience in taking ownership and managing complex Anti-Social Behaviours cases Experience with processing possession on-line claims Experience in undertaking DIY possession claims Experience of dispute resolution methods Ability to formulate and implement effective policies and procedures Ability to review information to determine trends Numeracy literacy and budget management skills An understanding of the needs of vulnerable residents and their carers/support workers Knowledge of Section 20 Leaseholder consultation process Experience in handling sensitive and confidential information in line with Data Protection legislation Experience of working with internal teams and external agencies in resolving issues, using an interagency/inter-team approach Experience of dealing with customer complaints and financial queries Good written and oral communication skills Good working knowledge of Outlook, Word, Excel and able to adapt to using other more specialist IT packages

7 Personal Style and Behaviours: Highly motivated and committed to delivering quality outcomes, with a can do attitude A high degree of professionalism in approach to work Excellent commercial awareness Enterprising Strong customer focus Flexible approach to work with clear focus on outcomes Confident in building and maintaining strong working relationships with keys stakeholders external and internal customers Forming positive and strong working relationships with internal teams ensuring regular communication takes place Able to listen to, support, respect and value colleagues Excellent ability to collaborate effectively within a team Takes a creative approach to problem solving Ready to take ownership, accountability and responsibility Excellent attention to detail Able to manage own work effectively and deliver to deadlines Committed to continuing professional development and knowledge sharing Commitment to Soho Housing s approach of promoting equality and diversity in all aspects of its activities. Line Manager Employee: