***THIS JOB VACANCY HAS NOW CLOSED***
Location: 446 Fulham Road, London SW6 1DT but required to visit other Stoll developments and properties.
Responsible to: Director of Tenancy Services
Responsible for: Housing team
Salary: £53,000 per annum
Role purpose:
- Responsible to the Director of Tenancy Services for providing leadership and management of the Housing Team in the provision of and excellent customer-focussed tenancy management service, ensuring tenants are actively engaged and participate in decisions that affect service delivery
- Responsible for implementing strategic targets that align with our organisational goals. Ensuring that agreed department outcomes and objectives are met, while actively monitoring progress.
- Present regular management information and detailed reports on key performance indicators, providing insights to guide decision-making and enhance service delivery. Foster a culture of accountability and continuous improvement, driving our mission to provide quality housing solutions for the community.
- Ensure that Stoll adheres to all legal and regulatory compliance standards, with a strong focus on providing a fair and transparent tenancy service in alignment with the Equality Act.
- Responsible for safeguarding residents’ rights and ensuring their obligations under tenancy agreements are clearly communicated and upheld. This includes the regular review and updating of tenancy documentation, policies, and processes to meet regulatory requirements, ensuring these are consistently implemented and adhered to across the organisation.
- Responsible for the management of day-to-day tenancy services expenditure in line with budget.
- Responsible for effective working across teams to ensure that excellent housing management also supports Stoll’s charitable objects and values.
- Understand how Stoll housing fits with other Veterans’ Supported Housing options, and other housing options available. Manage the Veterans’ Nomination Scheme (VNS) for Stoll and the wider Veterans community.
- Ensure that the relevant policies and procedures are in place and update as required.
- Ensure that the Tenancy Portal is kept updated as required.
Key Accountabilities
Staff Management
- Manage, develop and support the Housing Team undertaking regular one-to-ones and performance reviews in accordance with Stoll’s policies and procedures.
- Ensure that staff are recruited, inducted, trained and developed to enable them to deliver quality services.
- Coach and support staff in the housing team and tackle issues of poor conduct or performance in accordance with Stoll’s policy and procedures.
- Ensure the Housing Team provide an effective, high quality, customer focussed service to tenants and residents of Stoll.
- Manage and maintain services in accordance with the principles and practice of equality and diversity, taking account of individual needs and requirements
- Maximise own personal development by positively contributing to induction, supervision, training, appraisal and team meetings.
- Liaise and work with other agencies including housing, health and social care professionals as required.
- Act in a professional manner whilst on duty and when representing Stoll.
Lettings, allocations and voids management
- Oversee the housing waiting list ensuring that applications are properly assessed in line with Stoll’s Allocations Policy and that tenants and applicants are advised of the housing options available to them.
- Ensure that applicants for housing needs are assessed, support needs identified and their suitability for support by Stoll is established and agreed according to Stoll’s policies and procedures.
- Manage the lettings process in line with Stoll’s Allocations procedure, ensuring re-let targets are met.
- Ensure that lettings with the VNS are managed fairly,
Tenancy management, rent arrears and tenancy enforcement
- Play a lead role in ensuring all incidents of anti-social behaviour are properly investigated in line with Stoll’s Anti-Social Behaviour policy and that appropriate action is taken to resolve these cases.
- Manage and monitor all rent arrears action ensuring that performance targets are met, and that timely and appropriate support and advice is offered to tenants.
- Oversee all legal cases and attend Court where necessary to provide support and guidance to other staff, give evidence on behalf of Stoll and instruct legal advisors as appropriate.
- Work proactively with the Support Team to ensure that Stoll encourages independence and that tenants are enabled to move on to fully independent accommodation where appropriate.
- Work proactively to ensure that the Tenancy portal is updated as needed, with tenants encouraged to access this as first port of call.
Tenant participation and engagement
- Support, encourage and facilitate residents to be involved in decision making, to the extent that they wish to participate and to be able contribute to improvements in service delivery, including the Annual Satisfaction Survey
- Work in a proactive manner with any residents’ groups, including any Residents Assocation, to support tenant engagement
- Ensure that tenants are kept informed and consulted on issues that affect their ability to enjoy their home.
Financial management and control
- Working with the Director of Tenancy Services and the Finance Department to calculate and set Service Charges
- Work with the Director of Tenancy Services to set budgets and manage services within agreed budgets, ensuring that income targets are maximised, and voids and arrears are minimised.
- Ensure that good welfare benefits advice is offered to tenants, using partner agencies where appropriate.
IT, record keeping, data management
- Ensure tenant/service user files, reports and other written documents are accurate, kept up to date and that service users and staff confidentiality is maintained at all times.
- Work with Business Services to ensure that appropriate IT systems are in place for the use of all staff in the housing team.
- Work with the Director of Tenancy Services to ensure that the housing database is fit for purpose and meets the needs of the business, liaising with the software provider to manage and develop the system as appropriate.
- Ensuring that staff maintain accurate and up to date data at all times.
Quality and regulatory compliance
- Support the process of setting performance targets and objectives for the Housing Department and undertaking regular review through Delivery Plans and staff/day-to-day management.
- Understand the legal framework in which Stoll provides housing and support to tenants
- Work in accordance with the requirements of any regulatory body under which Stoll operates in respect of the provision of housing services.
- Continuously look to improve the quality of services, responding positively to customer feedback and complaints
Health and Safety
- Implement and monitor Health and Safety Policy and practice throughout Stoll’s housing provision, in order to ensure a safe environment for tenants, residents, contractors, staff and visitors and compliance with legislative regulations.
- Implement Stoll’s Health and Safety Management System in relation to Stoll’s housing schemes.
- Contribute to Stoll’s emergency planning, participate on the Emergency Management Team and take part in the on-call rota.
- Maintain records in accordance with Stoll’s Health and Safety Management System.
- Provide reports and information for the Directors, Managers and Insurers as required.
Equality and diversity
- Manage and maintain services in accordance with the principles and practice of equality and diversity, taking account of individual needs and requirements.
Other
- Carry out any other duties as required by the Director of Tenancy Services.
Apply via CV sent to jobs@stoll.org.uk by 3 October 2024
