NOTTING HILL GENESIS

Summary

Are you a customer focused individual who can provide excellent customer service?

NHG’s Care & Support (C&S) provides supportive and caring communities which allows our residents to achieve their goals and aspirations with the support and encouragement of our staff. We are recruiting a Leasehold Officer to join our supported housing site in Rochford Essex. The role is predominately based at our Leasehold Older Peoples Services.

Main Responsibilities

You will be the key NHG contact for anything relating to your residents’ homes. You will build and maintain excellent relationships with residents, offering an empathetic and personal housing service. You will look into the following:

• Welcome new customers to the scheme and issue a welcome pack. Complete resident introduction to the scheme, identifying the communal areas, emergency alarms and other equipment eg Tunstall, relating to Health & Safety both in the home and communal areas and demonstrate how to use them as appropriate.
• Assist customers with understanding of responsibilities under the terms of the lease and explaining the service charges, sinking fund and payment methods.
• Support customers to assess their needs, understand and manage their risks, capture their goals and monitor progress towards them and keep the support plan up to date in our case management system.
• Undertake resident assessment forms for prospective purchasers/occupiers when required, informing solicitors of NHG decision so that sale can/cannot progress.
• Meet with residents in their homes at least twice per year, ensuring that support plans are up to date and checking key information we hold on behalf of the resident.
• Undertake regular welfare checks, risk assessments and wellbeing plans (in accordance with local procedure) to ensure that customers are safe and well.
• Deal with complaints and anti-social behaviour in line with NHG policy. Involve residents wherever possible e.g. feedback on contractors, service planning and improvement plans.
• Acknowledge any customer concerns, responding and/or escalating as required to the Housing Delivery Manager.
• Holding regular residents’ meetings and communicating effectively updates to policies, budget preparation and seeking feedback from residents.
• Work with and draw upon central C&S resources to improve services to customers and whole schemes as needed.

Property management

• Property management: repairs
• Report and manage repairs, in communal areas in line with NHG policies, standards and the resident promise.
• Raise work orders, update residents, liaise with contractors and ensure work is completed to the customers’ satisfaction.
• Oversee the work of contractors and feed into contract management frameworks to ensure continuous improvement.
• Lead customer consultation on cyclical maintenance and improvement plans, working with your manager and colleagues in the assets department to resolve any issues arising.
• Liaise with the appropriate services or departments to arrange consent for property improvements and adaptations for those with physical and/or sensory needs, in line with the requirements of the lease and appropriate policy.

Property management: health and safety

• Be the main contact for the scheme providing access to contractors (and the handyperson where applicable).
• Follow up on actions required from Fire Risk Assessments (FRA) in agreed timescales and submit evidence required in a timely fashion
• Ensure that entry and exit points are regularly monitored and that communal facilities remain secure.
• Contribute to a safe working environment by being diligently carrying out health and safety duties as required by your manager, in line with Notting Hill Genesis’s policies, procedures and best practice. Work with stakeholders, internal and external, to address any safety concerns. Property management: Income collection
• Establish a good service charge payment culture in your customers helping them to identify the best, most cost effective method of payment.
• Monitor income collection at your schemes and take appropriate action to recover debt swiftly, referring cases for legal action where appropriate.
• Work closely with the Resales team in ensuring the completions process is followed and new and former Leaseholders accounts are reconciled and sinking fund monies are coded to the scheme.

Property Management: Service Charge Setting

• Support your manager to set service charges each year and lead customer consultation at your sites through resident budget meetings.
• Raise and code purchase orders accurately to ensure budgets are transparent.
• Ensure that documentation in respect of service charge expenditure is available for customers to view when the actuals are sent out.
• Monitor purchase orders throughout the year, flagging unexpected, unbudgeted or significant expenditure with your manager for review.

Property management: communal areas

• Maintain communal areas, ensuring they are clean and inviting and enabling customers to make best use of these spaces.
• Facilitate the use of the communal areas for activities that enhance the offer for our customers, in line with their expressed wishes

Team working

• Support colleagues and managers to respond appropriately to emergencies.
• Plan your time to be efficient and productive; maximise customer facing time; use workplace tools and systems effectively, including all relevant IT systems.
• Work collaboratively with team members across the Leasehold team, attending monthly meetings and sharing knowledge and information and providing support and motivation to new staff

Ideal Candidate

We believe great service starts with great people, and we are committed to recruiting and developing passionate, enthusiastic, and talented individuals who can add value to our thriving organisation. You don’t need to have worked in housing before, you might just be starting out or you’ll be looking for a career change

Safeguarding – open for Basic certificate (criminal record check) issued by the Disclosure and Barring Service (DBS)

Essential Criteria

• Experience of organising residents’ meetings and communicating
• Of dealing with complaints and antisocial behaviour
• Of conducting welfare checks, risk assessments and wellbeing plans
• Of dealing with emergency alarms and other equipment eg Tunstall, relating to Health & Safety both in homes or similar systems and fire risk assessment
• Of raising and managing repairs including communal area
• Of Income collection
• Of supporting colleagues and managers to respond appropriately to emergencies

Qualifications and/or professional membership – Essential: Numeracy and literacy skills equivalent to NVQ2 qualification.

Essential Skills

• Strong interpersonal skills; friendly, approachable, professional
• Clear, concise and accurate written and verbal communication skills
• Able to maintain sensitive information appropriately
• Able to apply relevant legislation, policy and best practice
• Effective IT skills including basic MS Office skills, Northgate or similar

Benefits

In return we offer:

• Excellent annual leave allowance and flexible working opportunities (qualifying period may apply)
• Generous pension scheme
• Enhanced maternity, paternity and adoption pay – we offer enhanced maternity and adoption pay in addition to statutory entitlements (qualifying period may apply)
• Employee assistance – free confidential advice and counselling services provided by independent specialist organisations
• Health cash plan
• Staff discounts – we give our staff access to discounts at hundreds of major retailers, gyms, restaurants, entertainment, days out, insurance and much more
• Interest free loans: season ticket loan, tenancy deposit loan and training loan
• Cycle to work scheme
• Life Assurance x 4 annual salary

Selection process

• Step 1 If you are interested, please send your application now
• Step 2 Successful candidates will be selected for an interview
• Step 3 Successful candidates will be asked to do a work sample
• Step 4: Final round of interviews

Please apply for this role with us online. If you are not able to apply online, please contact our HR team via to discuss your requirements.