JOB DESCRIPTION. 1. Carry out pre-void inspections within target times in order that the following, among other things, are achieved:

Transcription

1 JOB DESCRIPTION JOB TITLE: SALARY: Lettings Officer 22,950 per annum RESPONSIBLE TO: AREA MANAGER RESPONSIBLE FOR: NO STAFF MANAGED CONTACTS: South Gloucestershire Council, RSL s. All staff within the society, external stakeholders, contractors, residents, leaseholders, general public. General description: The postholder is responsible for the day-to-day management of termination of tenancies, the voids and lettings process in the area office of both dwellings and garages/hardstandings, for its overall performance, to ensure that our lettings policies are adhered to and to minimise rent loss through homes remaining un-let. The post holder has, within their area, the key responsibility for coordinating lettings with South Glos. Council with exclusive access to update and amend the Homechoice system. The postholder will coordinate and determine the level of Internal support required to ensure effective delivery of the void & Letting function of dwellings and garages. Carry out duties, develop and shape service delivery to ensure customers and prospective customers needs, value for money requirements and organisational objectives are met. Specific duties and responsibilities: 1. Carry out pre-void inspections within target times in order that the following, among other things, are achieved: a) An inspection of the property to assess : i. anything that needs to be brought to the repairs team s attention that might help for better planning of the void repairs and so shorten turnaround times; ii. reference to Asset Management plan on works involving replacement of things such as kitchens and bathrooms that should be deferred either until carried out as part of the scheduled major works programme or until the new tenant has moved in and that should or need not be carried out in the void period; iii. repairs and improvements that are the tenant s responsibility to carry out or make good/remove before tenancy termination, establish a schedule of potential recharges for the tenant to confirm liability and repayment; Page 1

2 b) Verification and recording of property details (including aids and adaptations) in order that accurate information is available; for marketing purposes; c) Discussion with the outgoing tenant on their obligations pre-termination (including clearance of rent account, condition of property etc) and establish reason for leaving inclusive of establishing feedback on customer opinion of Merlin and its services; d) The forwarding address of the outgoing tenant and other details such as meter readings, keys to be returned, reasons for leaving, and satisfaction with the society s services. 2. Liaise effectively with other departments of the society, especially coordinating Merlin Works so that they deliver voids in accordance with client processes and procedures to ensure a streamlined and efficient transfer of the property into repairs/major works and back into Housing. 3. Maintain accurate and comprehensive schedules of properties due to be handed back from repairs; record and monitor those against targets set in order that properties are re-let at the earliest opportunity. 4. Monitor and manage in order to ensure that properties returned from Asset Management and/or Merlin Works are in compliance with the lettable standard, performance time to met upper quartile targets and all other requirements of return for re-letting. 5. Ensure that asbestos surveys are carried out during the pre-termination period and that their results are communicated and passed on to the relevant parties 6. Ensure that repairs that have been agreed to postpone until after the new tenant has moved in are carried out within the first four weeks of commencement of tenancy and that the new tenant is made fully aware of this before moving in. 7. Accompany technical liaison officers from time to time on completed void property handover inspections; quality of work to be in accordance with the specification and approved standard. 8. Coordinate Lettings with the asset management and supported housing departments so as to enable programmes of major works, remodelling, disposal or new build 9. Responsible for the maintenance of accurate records of lettings inclusive of core so that lettings policies are complied with and that all non-homechoice lettings are made both in adherence to lettings policies. 10. Responsible for making the most efficient use of the society s stock and to create and maintain balanced communities. 11. The society s lead officer in the area for managing South Gloucestershire s HomeChoice system, working with the team in the effective marketing of properties and compliance with the service level agreement. 12. Process all termination notices given informally and then formally in order to start the re-letting process. Ensure that accurate information is recorded both manually and on the main business system. Page 2

3 13. Manage, administer, record and monitor all lettings, mutual exchanges, assignments and successions in liaison with the scheme housing officer and ensure that tenancy rights and obligations contained in the tenancy agreement and requirements contained in any policies or procedures are adhered to. 14. Provide accurate and comprehensive property information for effective marketing of the property within target times from termination so that the best use is made of the society s stock and in line with its lettings policies. 15. Arranger viewings of properties with prospective tenants; and liaise with other staff for support needs assessments and sign-ups 16. Keep up to date with excellent practice and changes in legislation to enhance service development and encourage appropriate innovation to improve services to customers. 17. Support the development of a customer focused culture within the team, actively promoting customer involvement. 18. Ensure that communication with other departments is always timely, accurate and comprehensive. 19. Be prepared to undertake flexible working when required (e.g. evening/weekend appointments, meetings) to suit the business needs of the team and its customers. Other duties: 1. Comply with terms and conditions of service 2. Comply with financial regulations 3. Ensure that the principle of confidentiality and the requirements of the Data Protection Act are fully applied to the work of the society. 4. Actively promote the society s equality and diversity policy in all aspects of duties relating to staff, residents, contractors/consultants and external agencies. 5. Ensure that the society and its staff comply with legal and regulatory obligations and wherever appropriate, follow relevant best practice guidelines 6. Actively involve residents and others in aspects of duties, as appropriate. 7. Undertake such other tasks as may be reasonably requested by the postholder s manager. 8. Able and willing to work to the Merlin Way, vision, values and behaviors General notes: This is a description of the job as it is constituted at the date shown. It is the practice of Merlin Housing Society to periodically examine job descriptions, update them and ensure Page 3

4 that they relate to the job performed, or to incorporate any proposed changes. This procedure will be conducted by the appropriate manager in consultation with the postholder. In these circumstances, it will be the aim of the society to reach agreement on reasonable changes, but if agreement is not possible, the society reserves the right to make changes to your job description following consultation. Apart from any specific activities mentioned above which have an impact on your health and safety or that of your colleagues, tenants or other members of the general public, you are responsible for following the guidelines laid down in the society s policy on health and safety at work. Signed.. Date.. Page 4

5 PERSON SPECIFICATION Job title: Lettings Officer Directorate: Operations Salary: 22,950 pa Date prepared: 9/11/10 Prepared by: A Staton Educational qualifications: Area Essential Desirable Educated to GCSE level or equivalent Education to A level standard or beyond An appropriate building/surveying qualification or relevant previous equivalent experience. Work experience: Skills/Knowledge/ Aptitude: Proven ability and experience of dealing with PC-based information systems. Experience of working in the social housing or related private rented sector Experience of dealing with members of the public, often in difficult situations A customer focused approach and a commitment to delivering excellent customer service Experience in re-letting empty properties either in the social housing or private sector. Knowledge and understanding of a range of construction defects found in housing and how to diagnose and specify remedies Appropriate building/ maintenance/surveying experience in domestic dwellings Experience of resident consultation, public meetings and carrying out resident consultation exercises. Understanding of wider issues affecting housing associations. Excellent telephone and personal contact manner. Ability to extract and analyse IT reports so as to inform strategy development and evaluate performance Diplomatic and the ability to handle and control difficult situations. Excellent negotiation skills that can be adapted for internal and external relationships Good communication and inter-personal skills and the ability to work well within a team environment. Motivation: Ability to work within tight deadlines and under pressure. Positive, self motivated, professional and sympathetic approach to the needs of Page 5

6 vulnerable customers. Other: Willingness and ability to travel over the whole of the area of South Gloucestershire and travel between Merlin offices/sites within a timely manner Occasional attendance at evening meetings. Page 6