Neighbourhood Housing Lead (SE London & Kent)

We have an urgent need for a Neighbourhood Housing Lead (SE London & Kent).
This is an agile working role with a requirement to report to the office based in Stratford 1-2 days per week and is offered on a full time (35 hours per week) temporary basis with opportunity to go perm for the right candidate paying;

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• PAYE £19.29 ph
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• UMB £25.60 ph
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You will be largely responsible for carrying out Estate inspections for the client's South East & Kent Schemes so will ideally be based or commutable to South East London & Kent.
The patch is covering; Lewisham, Bexley, Dartford, Folkestone and Hythe, Gravesham, Greenwich, Maidstone, Medway, Sevenoaks, Swale, Tonbridge and Malling so a driver with access to a car is necessary.   ** You are encouraged to apply asap for consideration as the closing date for this role is Monday 31st March 2025 – 09:00am, the client reserves the right to close this role early if they receive enough submissions **
Purpose:

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• To deliver a responsive, efficient, agile, high quality and customer focused housing management service to residents.
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• To build meaningful and trusting relationships with residents on patch.
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• To own the primary relationship with residents living on patch and act as the voice of residents.
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• To deliver reliable, repeatable, and consistent services in line with policies and standard operating procedures.
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• To seek out resident views and to listen and act.
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• To represent and champion residents.
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• To act as the advocate for residents in getting things resolved at pace and quality.
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• To co-ordinate issues on behalf of residents
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Key Responsibilities / Deliverables:

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• Own the primary relationship between the company and the residents on patch, irrespective of tenure, resolving issues with and on behalf of residents, to their satisfaction.
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• Be the key point of contact for residents and be the ‘voice of the resident’ across the organisation.
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• Represent the company at all activity relating to patch, examples being, resident forums, committees,
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• residents & associations.
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• Support the company and residents with any business continuity issues or incidents.
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• Communicate with residents in a timely manner, to a good standard and in a range of ways demonstrating empathy and care.
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• Provide information and advice on all queries in relation to tenancy or property matters, taking advice and seeking information from relevant specialist teams as required.
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• Know the itemised service charge information relating to patch and provide general information to residents about service charges, whilst also ensuring that charges are reasonable.
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• Resolve incidents of nuisance and anti-social behaviour, referring into the ASB (Anti-Social Behaviour) service where appropriate.
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• Investigate and resolve all issues on patch, such as (not exhaustive); waste management, fly-tipping,
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• parked cars, abandoned vehicles, car parking, pets, graffiti, breaches of tenancy, etc.
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• Make referrals for residents to receive additional support internally and externally where relevant.
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• Carry out tenancy audits, inspections of homes and buildings, communal areas, open spaces, to ensure they are well maintained and comply with all regulations or inspection regimes.
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• Complete necessary referrals for court action, work with in-house and external legal services to complete court papers and attend court as required.
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• Identify, report, mitigate and escalate risks on patch.
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• Complete Fire Risk Actions and other compliance related activity within relevant timescales.
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• Assist in the resolution of MP/Cllr enquiries and informal and formal complaints.
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• Co-create new services in collaboration with residents and engage with residents to provide clarity about the standards of service they should expect
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• Work closely with specialist teams in the Housing Management division.
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• Work with the estate service team to ensure grounds maintenance and cleaning contracts are managed robustly and residents receive good quality services.
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• Liaise with other teams to provide prompt responses to resident complaints or investigations.
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• Liaise with the wider business regarding key risks identified on patch.
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• Signpost residents to other colleagues where appropriate, ensuring that introductions are made on the residents behalf to smooth the process. 
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• Work with Performance and Improvement colleagues to ensure robust knowledge of patch demographics and demand and satisfaction is understood and a clear improvement plan is in place
  to address any KPI’s that are performing below target.
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Essential skill & knowledge

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• Housing sector experience and knowledge on all aspects of tenancy management - tenancy/leasehold management, tenancy fraud and anti-social behaviour including but not limited to dealing with domestic violence, domestic abuse, hate crime, vulnerable residents and safeguarding.
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• Property management - facilities management, communal inspections and service charges including relevant Housing and Immigration Law and Welfare Reform.
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• Experience of working with tenants and/or leaseholders
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• Risk Management.
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• Compliance in terms of tenancy management and property management.
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• Exceptional customer service.
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• Ability to quickly simplify and disseminate complex information.
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• The confidence and determination to do the right thing by residents and challenge the norm.
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• Operational knowledge of the regulatory environment for housing associations.
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• Awareness of budget management and value for money.
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• A natural curiosity and persistence around getting answers and clarity.
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• Able to communicate effectively with a variety of audiences.
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• A problem solver.
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• Demonstrates empathy and care when interacting with others.
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• A willingness to learn and achieve the IRPM qualification and any other learning deemed appropriate to the role.
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If you are interested in this role and for more information please apply asap!