Job description
Are you an experienced Tenancy Engagement / Project Manager from within the social / affordable housing sector?
Do you have experience in managing communications with tenants throughout projects?
Do you want to work for a fantastic charity who work with residents to provide excellent rental properties, whilst allowing them to save for their first home with their unique accelerator scheme?
If so, this could be the role for you!
This is a really exciting role to join a team which works together across all aspects of managing their properties and so this role will allow you to work across a range of exciting projects in all areas of the residential 'life-cycle'.
Job Purpose:
- Lead the implementation of the Accelerator Scheme ensuring it succeeds in helping tenants into sustainable homeownership.
- Point of contact and key liaison for our managing agent and residents in respect of resident engagement and tenancy management .
- To lead and manage the provision of high quality, responsive tenancy service and engagement that delivers and focuses on positive customer outcomes.
- Working with Customer Services Director, review and update our policies and standards in relation to the services we provide to our residents, including data protection.
Core Responsibilites:
The Accelerator Scheme
· Project manage the Accelerator scheme.
· Implement and deliver the marketing strategy to ensure the Accelerator reaches the target market.
· Work closely with Home Ownership Westminster to ensure the Accelerator applicants are selected in line with Westminster Council's allocation policy and meet the needs of our partner whilst also ensuring that the applicants who are selected have realistic chances of successfully moving into home ownership.
· Work with the Lettings Manager and our managing agent to oversee the move in process for Accelerator homes.
· Work with the Property Services Manager to deliver timely refurbishment of Accelerator properties .
· Monitor and regularly present progress against the aims of the project.
· Case manage the Accelerator participants. Provide, advice, guidance, and encouragement to support them to move into homeownership by the end of their 3-year tenancy, including Hosting HomeOwnership events for all customers looking to move into homeownership.
· Promote the Accelerator with other RPs, housing providers and our external communications agency.
· Maintain the Accelerator website including online eligibility self-assessment.
· Suggest and implement recommendations for growth of the scheme.
Resident Engagement
· Champion a customer service ethos within the charity and influence other disciplines to embed this in their working practices and policies.
· Act as main contact for all residents across the portfolio, providing a customer first approach to all enquiries and subsequent correspondence.
· Lead on resident engagement for regeneration or large-scale refurbishment projects. Working with the managing agent, lead the resident engagement plan, delivering focused resident engagement events and implement required changes.
· Attend and organise Resident and Community engagement meetings.
· Analyse data from customer feedback to continually improve service.
· Contribute to the continuous improvement of Customer Satisfaction Surveys and customer engagement tools e.g annual newsletter.
· Carry out tenancy audits where necessary.
· Lead on the tenancy management element of the service specification with the managing agent.
· Review and analyse rent arrears with support from the finance team.
· Ensure the managing agent is complying with current tenancy conditions through the effective operation of the rent arrears recovery, ASB (Anti-Social Behaviour) and nuisance management policies and procedures, the former tenant arrears procedure and recharge procedures including progression to legal action. Support the managing agent as necessary in this work.
· Provide information and signpost where necessary to ensure that access to support services is enabled to support vulnerable households to maintain their tenancies
Further responsibilities:
· Work with the Development and Operations Teams to ensure that new properties handed over through the Group's development programme are snagged and ready for occupation two weeks after handover, with responsibility for the preparation of any show home arrangements. Work with the managing agent to support resident engagement around defects and repairs.
· When visiting properties in carrying out other duties conduct ad-hoc estate and/or property inspections to verify the quality of agent services.
· Provide advice on the resident's perspective to the Customer Services Director and Finance team in rent setting for all properties.
· Make recommendations to the annual property budget setting process for Accelerator, resident engagement, and tenancy management work.
If this role is of interest, and you feel you have relevant experience in Tenancy Engagement from a similar sector, please apply!
We work as one
The key to growth is in our differences, not similarities. Alongside our partners, building a diverse, inclusive, and equal environment is at our core: everyone is made to feel welcome and encouraged to be their authentic self. Respect isn't an opt-in, it's the only way forward.
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