About Exeter CITY Community Trust
Exeter CITY Community Trust is Exeter’s leading health and wellbeing charity. We deliver programmes in physical activity, education, social inclusion, and health and wellbeing to tens of thousands of people throughout Exeter and Devon. We have a large and varied portfolio of programmes, each of which seeks to address a specific need of our community. We have an exciting opportunity for a motivated and likeminded person to be part of our new housing scheme in Exeter.
· To deliver effective housing management services across all our property portfolio.
· To interview applicants, discussing benefit needs, signposting for welfare advice, overseeing rent and taking control with issues regarding payment.
· To make sure properties are kept in good condition and well maintained through regular inspection and satisfaction surveys.
· To complete relevant administration tasks, when required, to facilitate the delivery of the supported housing scheme.
- To ensure the effective control of security operations and door access systems complying with data protection requirements and maximize the benefits of this resource in terms of staff safety and tenant’s safety.
- To liaise with the Supported Housing Manager, tenants and contractors as necessary to maximize the objective of providing a quality service.
- To take appropriate action to protect ECCT, including identifying any activities which may result in damage to property or undue annoyance to the tenants.
- Lead on managing any reported cases of Anti-Social Behaviour (ASB) to a professional standard
- Undertake investigations and accurately record and maintain case details, working closely with partner agencies.
- Risk assesses victims of ASB and implements appropriate case management plans, making referrals where necessary.
- Consider the support needs and vulnerability of the person reporting the incident, any witnesses and the person responsible for the ASB, before agreeing the appropriate course of action.
- Take proportionate and necessary action when justified, in the use of all legal and non-legal remedies, considering the support needs and vulnerability of all parties.
- To ensure all equipment in each property is in good working order, maintained in a clean and functional state of repair, and all repairs needed in the communal areas are documented and reported.
- To positively promote the image of ECCT in all dealings with tenants and colleagues and other agencies by providing a professional and quality service.
- To provide a presence, in support of tenants, undertaking regular visits to site and reporting any suspicious or actual acts of nuisance particularly in relation to parking, loitering and rubbish at the site.
- To deal with customer enquiries, complaints and compliments, in person, in writing and on the telephone, to a high standard, in relation to antisocial behaviour, rent, repairs, property and estate matters. Matters will be dealt with effectively to ensure that service requests and enquiries are dealt with effectively in line with the company’s service standards.
- To receive and record information regarding housing or maintenance issues ensuring the completion of appropriate paperwork including the logging and reporting to the housing manager all information as required.
- To have regard for Health & Safety issues relating to tenants of the Buildings and identify areas of concern. To report such matters to the relevant people e.g. hazardous objects, failed lighting and poor condition.
- To prepare written reports in respect of any acts of vandalism, damage or other breaches of the tenancy for the attention of the Supported Housing Manager.
- To regularly monitor the grounds maintenance service and that work is carried out to the standards set out in the specification. To report any on-going concerns to the Supported Housing Manager.
- Taking responsibility for ensuring all issues that arise in the neighbourhood are resolved. Where unable to deliver a resolution directly, ensure that tenants are signposted to a partner agency whilst retaining ownership for resolving the issue
- Develop and strengthen local partnerships and foster positive relationships with key local contacts.
- To assist and support in the development of continuous service improvements by supporting and partaking in service improvement groups, training sessions, workshops, focus groups and other projects as required.
- To partake in a rota to cover the main office core hours of business 8am to 8pm, Monday to Sunday.
- To undertake any other duties and responsibilities as are within the spirit of the job purpose, the title of the post and its grading.
Key Relationships – Internal
· Supported Housing Operations Manager
· Supported Housing Department
· Wider ECCT departments
Key Relationships – External
· The post holder will work closely with a range of new and existing external agencies and partners.
Responsibilities of all Exeter CITY Community Trust Staff
· Commit to the mission and vison of Exeter CITY Community Trust, putting them at the forefront of all work and decisions.
· Identify and undertake ongoing personal development relevant to the role.
· Act as an ambassador for the charity and its good work at all times.
To be considered for the role of Supported Housing Officer you will:
· Have significant experience of working as a Housing Officer in a social housing environment.
· Have excellent communication and leadership skills.
- Be able to apply sound judgement in order to find solutions to situations that arise.
- Have an excellent customer focus, with an ability and drive to improve outcomes for our service users.
- Be able to work in partnership to safeguard all that use our service.
- Hold a full driving licence and access to a suitable vehicle.
- Experience of managing rent accounts.
- Experience of managing anti-social behaviour caseload.
- Experience of working with diverse communities.
- Need an enhanced DBS
Parking, workplace pension scheme, 28 days holiday per year (including bank holidays) access to a variety of offers throughout the year through the community trust’s on-going activities. Access to courses for self-development.
Exeter City Community Trust is committed to safeguarding and promoting the welfare of children and vulnerable adults, and expects all employees and volunteers to share this commitment.