Senior Neighbourhood Housing Officer Permanent

Recruitment Pack Senior Neighbourhood Housing Officer Permanent November 2016 Wellingborough Homes 9f Silver Street Wellingborough NN8 1BQ Email : Recruitment@whomes.org www.wellingboroughhomes.org

Contents Page No. 1. About Wellingborough Homes... 3 2. Job Advert... 4 3. The Role... 5-9 4. Remuneration, terms and conditions... 10 5. The recruitment timetable... 10 6. Further information... 10 7. How to apply... 10 Appendix one diversity monitoring and declaration form... 11-12

1. About Wellingborough Homes Wellingborough Homes is a not for profit housing association. Mission and Objectives Wellingborough Homes will work successfully with its customers and communities to provide great services and high-quality living environments. To deliver our mission, we adopted a five-year corporate plan in 2015 which is underpinned by four strategic objectives: produce and use effective, high quality, accurate and timely data ensure investments generate optimum social and financial value reduce costs and drive efficiency ensure operational performance is maintained at a high level Meeting these objectives will make us a well-run housing association that: is efficient and provides quality, value-for-money services for our customers undertakes the core business of letting and managing homes with a high degree of competency makes a significant contribution to increasing the supply of affordable housing in and around Wellingborough looks after our existing homes and invests wisely in them and the areas where they re located understands the communities we work in and contributes intelligently to supporting them as a good neighbour. is swift and fleet of foot so we can respond rapidly to opportunities or threats Some of our key achievements are: Strategy Development - we met our corporate strategic objective of delivering six strategies. Developing - between April 2015 and March 2016 we built 40 homes, and have 60 in development. Refurbishment - we continued our refurbishment programme completing 35 major refurbishments. Efficiency - we have a better understanding of what we need to spend to meet our legal and regulatory obligations, and the money we need to spend elsewhere. We are working hard to deliver further savings and generate income and improve efficiency. Our operating surplus in 2015/16 will be 546k (13.5%) higher than budget. In 2016/17 our costs (excluding interest) are budgeted to be 1m (8.2%) lower than forecast for 2015/16.

2. The Job Advert Senior Neighbourhood Housing Officer Salary Band 7: 25,029.39-27,532.32 + Essential Car User Allowance of up to 3060 Permanent Contract Wellingborough Homes is a provider of affordable housing and support services in the East Midlands. We own and manage around 4,600 homes with a 22 million turnover and our mission is to work successfully with our customers and communities to provide great services and high quality living environments. We pride ourselves on being a forward thinking progressive housing association reflective of what is an ever changing sector. With housing being high on the public s agenda, Wellingborough Homes continues to grow. Growth and value for money is delivered intelligently and in accordance with our strategies. We are now looking for a Senior Neighbourhood Housing Officer to join our Neighbourhood Housing team. Are you an enthusiastic, energetic, experienced housing professional with a proven track record of delivering effective housing management? Could you help us to continue to improve performance and customer focus? You will report to the Housing Services Manager and will be responsible for delivering effective neighbourhood management including; void management, lettings, tenancy management, anti-social behaviour and neighbourhood improvement. As a senior member of the team you will be responsible for managing a neighbourhood patch whilst assisting in guiding the team in complex matters, developing processes and ensuring effective case management. You will need strong housing management experience and a proven track record of delivering effective and efficient, customer centric housing services. Previous experience of working at a senior level or in an advisory capacity would be an advantage. As a senior member of the team you will need to be self-confident and able to work off your own initiative. This is a demanding and challenging role so the need to work flexibly, collaboratively and under pressure whilst dealing with competing priorities and delivering results on time are a must. In return you will benefit from 23 days annual leave (rising to 28 days with service), free gym membership and the option of a Social Housing Pension Scheme. For a full list of the responsibilities and person requirements please refer to the job profile. When completing your application, please ensure your supporting statement addresses how you meet each of the essential criteria of the person specification. CLOSING DATE: Your completed CV, Supporting Statement and Diversity Monitoring & Declaration form must arrive no later than 12pm on Wednesday 23 rd November 2016. You can send your completed application to Recruitment@whomes.org or via post to Wellingborough Homes, HR Dept, 12 Sheep Street, Wellingborough, NN8 1BL

3. The Role Wellingborough Homes Job Description Post Title: Senior Neighbourhood Housing Officer Salary Band: 7 Responsible to: Housing Services Manager Responsible for: Main purpose of the Job: None 1. Delivering a high performing, customer focused, housing management service within a given geographical area. 2. Delivery of the day to day neighbourhood housing services within your area. This includes: Allocations and void management Tenancy, estate and neighbourhood management Leasehold, shared ownership and market rent management Anti-social behaviour Neighbourhood improvement Customer involvement and community investment 3. Assist staff in day to day case management issues which arise and provide direction in complex cases. 4. Assist the Housing Services Manager in ensuring quality of case work. 5. Ensure the workload is effectively managed in the absence of the Housing Services Manager. 6. Assist in the improvement of services and assist in the development of policies and procedures. Key Achievement Areas: 1. Delivery of high quality housing management services within a defined geographical area, ensuring the provision of a high performing customer orientated service, ensuring the service meets the needs of, and is accessible to all customers. 2. Effective day to day housing management within an identified area, to ensure that the accommodation, environment and services provided meet the needs of current and future customers. 3. Respond promptly when dealing with enquiries from customers, their representatives and internal/external stakeholders. 4. Assist the Housing Services Manager by guiding and directing staff in operational day to day issues which arise. Ensure the effective management of team workloads in the absence of the Housing Services Manager. 5. Assist the Housing Services Manager by ensuring quality of case work through auditing and other quality checking. 6. Meet all identified Operational PIs and targets for your area and provide performance information, as required. 7. Ensure that general needs accommodation is allocated in accordance with the Association s Allocation Policy and in accordance with any agreed nomination arrangements with the appropriate local authority.

8. Liaise with estate agents in respect to the advertising and letting of market rent properties. 9. Ensure empty properties are managed effectively keeping re-let times to a minimum, adhering to voids and allocations process and identifying service improvements to maximise revenue collection and customer satisfaction. 10. Ensure that new tenants are properly advised and signed up to the correct tenancy agreement, and that a member of the team visits each new tenant, ensuring provision for vulnerable tenants are identified and supported to maximise tenancy sustainment. 11. Ensure that all tenants adhere to their tenancy conditions and that action is taken to remedy any breaches. 12. Identify and refer concerns in relation to child protection and vulnerable adults in line with safeguarding policy and protocols with the support of your line manager 13. Undertake neighbourhood and block inspections, in line with a regular programme, identify issues, taking necessary action. 14. Undertake inspections of market rent properties on renewal of lease and at regular intervals. 15. Assist in the development of local neighbourhood plans. 16. Assist in creating a culture of payment amongst our customers and work collaboratively with Income Recovery Officer to ensure we maximise income and minimise debt for customers. 17. Promote the reporting of ASB, logging all cases on the relevant system and management of cases within specific timeframes. Taking legal action and attending court as required. 18. Work with colleagues across the Association to ensure a seamless service is provided to customers. 19. Development of bids for the environmental works budget, ensuring that they meet the priorities of residents and the Association. 20. Work with all customers irrespective of tenure and stakeholders, taking an inclusive approach to estate management. To initiate opportunities for tenants and staff to work together ensuring customers are encouraged to assist in the shaping of housing services. 21. Attend local inter-agency partnerships and meetings at neighbourhood level that will benefit customers. 22. Keep up to date with legislation, regulations and good practice associated with the role. 23. Promote the Association internally and externally so as to ensure a positive external image and a highly motivated workforce. 24. Promote the service by advising on and developing information and publicity material. Corporate Responsibilities To actively and effectively promote the organisations corporate values of respect, trust, one team, efficient and effective and empowered. Role modelling appropriate behaviours and acting with the highest level of professionalism and integrity. Play an active role in contributing to effective cross team working/departmental projects and provide cover for colleagues as required. To maintain confidentiality with personal information and data regarding our customers, employees and stakeholders at all times ensuring compliance with the Data Protection Policy. To ensure regulatory compliance and effective risk management within your role inline with the Risk Management Policy. To uphold the Associations commitment to Equality and Diversity. To be aware of your personal responsibilities regarding the Health and Safety at Work Act and ensuring that the Associations Health & Safety policy is adhered to in all aspects of your work. Act at all times within the organisation s rules, policies, and procedures, standing orders, financial regulations and Code of Conduct. Other This profile only contains the main accountabilities relating to the job and does not describe in detail all the duties required to carry them out. The post holder may be expected to:

Undertake such other duties and responsibilities as are specified by the Board, Executive Team, Director of Housing and Support Services and Head of Housing and Customer Services which are commensurate with the level of the role. Work outside of normal office hours especially to attend meetings and respond to out of hours emergencies. Act at all times within the organisations rule, policies, procedures, standing orders and financial regulations Job Descriptions are a snapshot of requirements at the time of writing; content may change from time to time to ensure that roles continue to meet the changing needs of the Association.

Wellingborough Homes Qualifications Person Specification Senior Neighbourhood Housing Officer Essential Desirable How Assessed* GCSE education or equivalent through relevant CIH Level 2 or above training/experience. A Experience Skills/Knowledge/ Behaviours Experience of working in a customer facing role, achieving successful outcomes in the delivery of services that meet customer need Strong experience of working effectively within a housing management role incorporating lettings/void management and anti-social behaviour case management Experience of working within neighbourhoods to develop and achieve environmental improvements. Experience of lone working Able to effectively communicate with customers and understand their needs, often in emotional and sensitive situations. Ability and confidence to offer advice and assistance to other members of the team. Effectively deal with conflict and potentially aggressive/volatile situations involving customers. Effective time management skills. Able to work effectively under pressure, organise priorities and deliver objectives on time Ability to improve on and find new ways of working to improve efficiency and effectiveness. Excellent verbal and written communication skills. Understanding and commitment to equality and diversity. Health and safety and data protection polices and legislation applicable to the role. Experience of working at a senior level or in an advisory capacity Experience of engaging customers in the shaping of services Empathy and a good understanding of the issues faced by elderly and vulnerable customers Knowledge and understanding of income maximisation. A A

Effective and positive relationships and networks with internal and external stakeholders. Confident IT user Other Basic Disclosure Barring Service (DBS) Statement (acceptable to Wellingborough Homes) Willingness and able to work a flexible working week including occasional weekends, evenings and providing on call support on a rota d basis Car driver owner and valid UK (or equivalent) Driving Licence. *A Application *I - Interview A /I A

4. Remuneration, terms and conditions The salary band for this role is salary band 7. 25,029.39-27,532.32 Plus an essential car user allowance of up to 3060 per annum. Main terms and conditions are below: 23 days annual leave rising to 28 days with service Pension: Social Housing Defined Benefit CARE scheme or Social Housing Defined Contribution scheme Local Gym membership Note: A full statement of the main terms and conditions of employment will be supplied with any formal offer of employment. The above information may be helpful to applicants as a guide, but should not be treated as a substitute for a full contract and are subject to change. 5. The recruitment timetable The recruitment timetable is as follows: Date 12pm on Wednesday 23 rd November 2016 TBC Activity Closing Date Interview Date 6. Further information If you require any further information about this role please contact a member of HR team in the first instance on 01933 231324 or email Recruitment@whomes.org 7. How to apply You are asked to submit the following documents to be considered for this role: i. A detailed CV including details of positions held (and dates); key achievements, as well as qualifications. ii. iii. iv. A supporting statement addressing the Person Specification and evidencing your experience and knowledge. Full contact details (name, job title, organisation, phone and email) for two referees (including your current employer). Please note we will not take up references without your prior permission. A completed diversity monitoring and declaration form (attached at Appendix One and available in Word format on the Wellingborough Homes website address above). Please note, this information is for monitoring purposes only and will not be seen by the shortlisting panel. You can send your completed application to Recruitment@whomes.org or via post to Wellingborough Homes, HR Dept, 12 Sheep Street, Wellingborough, NN8 1BL We look forward to receiving your application before 12pm on Wednesday 23 rd November 2016.

Appendix One Equality and Diversity Monitoring Form Wellingborough Homes are committed to promoting equality and valuing diversity. APPLICANTS: The information you provide will be used for statistical purposes to enable us to gain a clear picture of the equality impact of our recruitment and selection policy. SUCCESSFUL APPLICANTS/EMPLOYEES: The information you provide will be used for statistical purposes to enable us to undertake Equality Impact Assessments and Audits. POST(s) APPLIED FOR: Year of application: SURNAME: Month of application: NAME: AGE: DISABILITY STATUS GENDER IDENTITY at birth Male Female GENDER IDENTITY today Male Female A disability is defined by the Disability Discrimination Act 1995 as a physical or mental impairment which has a substantial and long-term adverse effect on your ability to carry out normal day to day activities. Disabilities can be hidden and include long-term conditions which can be controlled through medication, for example epilepsy, asthma, heart conditions, diabetes. Do you have a Disability? Yes: No: SEXUAL ORIENTATION Bi-sexual Gay Heterosexual Lesbian Other Prefer not to say ETHNIC GROUP Choose a section from A to E, then tick one box within that section that best describe your ethnic group or background. A WHITE Welsh/English/Scottish/Northern Irish/British Irish Gypsy or Irish Traveller Any other White background D Black/African/Caribbean/Black British African Caribbean Any other Black/ African/ Caribbean background RELIGION OR BELIEF Tick one box that best describes your religion/belief. No religion Jewish Christian (including Church of England, Catholic, Protestant and all other Christian denominations) Muslim Buddhist Sikh Hindu Other B Mixed/multiple ethnic groups White and Black Caribbean White & Black African White & Asian Any other Mixed/multiple ethnic background E- Other Ethnic Group Arab Any other ethnic group, C Asian/Asian British Indian Pakistani Bangladeshi Chinese Any other Asian background What is your employment status? Tick one box to best describe your current status. Career break returner School, college or University leaver Employed (zero contracted hours or casual) Employed (fixed term/temp) Unemployed Currently Employed by Wellingborough Homes Employed (full time) Apprentice/ Internship Employed (part time) Any other

Appendix one continued. DECLARATION BY APPLICANT Criminal Records It is Wellingborough Homes policy to require all applicants for employment with Wellingborough Homes to disclose all convictions which would be considered to be unspent under the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 and 1986. The information you provide will be treated as strictly confidential and will be considered only in relation to your suitability for the post you are applying for. Offence Date of Conviction Sentence Evaluation of our spend on advertising Where did you first see or hear about this job opportunity Declaration by applicant I confirm that to the best of my knowledge the information provided on this form is accurate and complete. I understand that if any information is found subsequently to be incorrect and/or falsified, any job offer made to me may be withdrawn. I understand that should I commence employment with the company and if any information on this form is found subsequently to be incorrect and/or falsified, I may be subject to disciplinary action which may result in the termination of my employment. NAME DATE