Job Purpose:

To provide a range of services to residents across the Association’s stock including security, repairs, caretaking, call handling and customer service, ensuring a high quality service is provided at all times.

Key Responsibilities:

Customer Service:

• Promote, improve and enhance a high quality customer and tenant welfare service.

• Act as a first point of contact for residents and visitors ensuring that good communication is maintained with all teams and departments.

• Co-ordinate and effectively manage security surveillance e.g. CCTV and controlled entries.

• Provide support to and liaise with the wider housing services teams, such as carrying out new tenants’ visits and viewings of void properties at evenings/weekends and providing incidence reports

• Initiate appropriate action with regard to lift breakdowns and housing alarms.

• Effective liaison with police and other agencies including responding timeously to breaches of security and emergency events in an appropriate manner

• Monitor, report and raise repairs, including common repairs, onto the Association’s relevant repair system.

• Monitor access for contractors to carry out repairs.

• Provide front line telephone contact for all residents out of office hours.

• Maintain accurate records of all keys issued, including void properties.

• Provide the first response to anti-social behaviour issues, recording the level of anti-social behaviour on the Association’s database (currently streetwise)

• Monitor CCTV, download disks and issue in line with DPA guidelines

• Provide regular contact and support to vulnerable and elderly tenants.

• Deliver newsletters and other Association communications to all residents as required.

• Attend RTO meetings and respond to resident feedback and suggestions of service improvements.

Repairs:

• Deliver minor repairs to the Association’s stock effectively and within agreed timeframes, using the association’s housing management system to log and sign off repairs

• Communicate effectively with tenants around the repair such as explaining the action taken and the expected timescale for completion.

Estate Management:

• Carry out block patrols, inspections and emergency patrols as required and respond appropriately to issues identified, such as vandalism and graffiti. Ensure all incidents are logged.

• Replacement of light bulbs in communal closes and stairwells

• Ensure that rubbish and waste disposal is in accordance with local procedures in relation to rubbish chutes and external areas

• Ensure that the association’s policy in relation to dog ownership in multi storey flats is implemented.

• Monitor the tenancies of lock up garages, carrying out inspections and processing repairs where appropriate.

• Programming fobs to access controlled entry systems

• Carrying out cyclical inspections of windows in common areas and smoke alarms in individual tenanted properties. Recording and raising repairs for issues identified.

• Grit estates, access paths, roads etc when snow and ice expected

• Report any breaches of tenancy to the Housing Officer, eg noise nuisance, illegal sub letting, dumping rubbish, concerns around pets etc

• Complete block inspection, work schedule and job sheets either on paper or via PDAs to ensure a record is maintained of all tasks undertaken.

• Provide support to neighbourhood caretaking staff as required by cleaning and maintaining communal areas inside and outside the Association’s stock.

Compliance:

• At all times act within Health and Safety best practice and maintain personal safety, and advise your line manager, and health and safety administrator, of any health and safety issues or failures.

• Take responsibility in emergency situations by following existing procedures and ensuring effective liaison with the police and other agencies.

General:

• Flexibility is required to work on a shift pattern, including attending occasional training days etc out with the normal shift pattern

Corporate Responsibility:

• Act as a role model within the Neighbourhood team, living our operating principles (values) on a day to day basis

• Ensure compliance with all regulatory, statutory and legal requirements and other directives

• Comply with MHA’s policies including our code of conduct, health and safety, anti-fraud and bribery and equalities policies

• Ensure effective communication in plain language, both internally and externally; to ensure people are informed, engaged and find it easy to access our services and contact us and understand our information and the decisions we make

• Maximise the use of ICT to improve efficiency, increase productive and develop new and existing services

• Actively seek ways to engage customers in shaping and influencing our services, seek and use feedback, including working positively to support our tenant scrutiny group and Registered Tenants Organisations.