Housing Coordinator

Job Title: Housing Coordinator Contract Type: Permanent

Salary: £29713.46 per annum

Working Hours: 37.5 hours per week, full time

Working Pattern: Monday to Friday, 9am - 5pm

Location: Lorenco House, Tottenham, Haringey

The difference you will make as a Housing Coordinator Working collaboratively, as part of a committed team that puts the customer first, you will be responsible for delivering tailored, outcome-focused support to customers with complex and multiple needs, by promoting customer empowerment, independence, and wellbeing and providing an outstanding housing management service across a defined geographical area.

You will also contribute to the safe and effective operational management of care and support services by undertaking a range of tasks that ensure compliance, quality, and best practice in social housing.

About you

• An understanding of the barriers faced by vulnerable and diverse customer groups and individuals with complex needs.
• Experience of working within house management, ideally with knowledge of the current benefits system and housing regulations
• Previous experience in positively resolving incidents.
• Competent administrative and IT skills (to be able to produce reports and other communications).

Why Riverside? At Riverside, we're a housing association with a difference - enhancing the everyday for all our customers. For 90 years, we've been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives.

We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.

Working with us, you'll enjoy:

• Competitive pay & generous pension
• 25 days holidays plus bank holidays
• Investment in your learning, personal development and technology
• A wide range of benefits

Diversity and Inclusion at Riverside: We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues.

Riverside is a Disability Confident Employer and operates a Guaranteed Interview Scheme for any applicant who declares they have a disability. If the applicant meets the minimum requirements for the role (as set out in the role profile and/or person specification) they will be guaranteed an interview.

Role Profile Deliver an allocation and letting service:

• Liaise with external stakeholders to deliver an effective referral pathway into the service/properties.
• Ensure occupancy targets are met, through lettings and refurbishment of empty properties in line with the scheme's re-allocation procedures.
• Allocate properties ensuring customers meet the criteria, affordability and required landlord checks.
• Work with Income Officers for arrears management, rent collection and maximizing income
• Meet with customers to provide practical support with setting up a new tenancy, ensuring all documents are complete and liaising with external stakeholders if required.
• Show new customers the accommodation and communal amenities, clearly communicating tenant responsibilities and compliance to enable them to fulfil and maximise their tenancy.
• Visit new customers to make sure they are settling into their accommodation and are being supported to follow their tenancy agreement.
• Provide a 'best practice' housing-related support service, ensuring the delivery of individual personalised support packages, reflective of different customer needs such as culture and diversity issues

Deliver a housing management service:

• Be responsible for ensuring empty properties are referred to Asset colleagues for void works, following the void procedure to ensure rooms are ready-to-let.
• Report and monitor the delivery of reactive repairs within properties to ensure they are maintained and health and safety compliant.
• Liaise with contractors and colleagues around planned maintenance programmes, ensuring that on-site delivery is well co-ordinated and in line with customer requirements.
• Undertake day-to-day housing management duties, ensuring high standards of cleanliness are maintained within services and that rooms are prepared, ready for site inspections.
• Proactively support customers experiencing issues that may put their accommodation at risk; where appropriate issuing warnings and Notices to Determine (NTDs) in consultation with Service Managers.
• Prepare files and case notes in readiness for court.
• Deliver a tenancy sustainment advice service to support customers to maintain their accommodation, e.g. claiming correct benefits.
• Work directly with customers to monitor or reduce issues of anti-social behaviour within the service.
• Meet regularly with customers to discuss ways to improve their accommodation, promoting involvement and consultation on matters impacting their housing.
• Ensure customers have a clear understanding of their responsibilities regarding the payment of rent and service charges and their impact on maintaining their tenure
• Ensure the safety of our customers by recognizing and acting on any risk by following local safeguarding procedures and escalating appropriately.
• Monitor and assist in maintaining health and safety requirements standards.
• To monitor and liaise the delivery of service contracts across a designated patch of schemes including lifts, heating fire equipment, gardening etc.

Deliver an administration service:

• Carry out administrative tasks to support efficient running of the service.
• Produce reports and other written documentation as required to support housing management delivery.
• Maintain and update clear, accurate and strength-based records on the appropriate digital platform in a timely manner.
• Assist schemes in daily operational tasks, including answering phones and working on Reception, as required.
• Assisting with the monitoring of income and expenditure, as well as petty cash for the required services as and when required.
• To ensure that the company's Health and Safety policy is fully implemented at all designated schemes, ensuring customers are aware of the provision of security at schemes at all times.

Other Duties

• You will be required to work flexible hours to meet customer and business needs, which may not include normal office hours.
• You will be required to travel to different properties within the defined area as and when required.
• Use the Lone Worker system as and when necessary.
• Ensure customers are safe at all times - carrying out all of your duties within Riverside's Policy and Procedure Policy and Procedure framework e.g. health & safety, safeguarding, dignity at work, GDPR opportunities, cash handling, etc.
• Deliver your role in line with Riverside company values - "Our Riverside Way".
• Participate in team meetings, attend regular supervisions and reflecting practice sessions.
• Undertake regular training and take responsibility for continuous development to enable you to deliver your role safely.
• From time to time you may be required to undertake additional duties and responsibilities in consultation with your Line Manager.

Additional Information

• The Group has offices across the UK and on this basis, there may be the requirement to travel to other locations to effectively perform this role.
• The role will be exposed to sensitive information; therefore, the role holder is expected to maintain levels of confidentiality at all times.
• In order to fulfil the requirements of this role, you will be required to work flexibly during the hours of operation.
• The role holder is expected to be committed to equal opportunities and to promote non-discriminatory practices in all aspects of work undertaken.

Person specification Essential Knowledge & Experience

• An understanding of the barriers faced by vulnerable and diverse customer groups and individuals with complex needs.
• Experience of working within house management.
• Be a team player with a caring, empathetic, flexible and have a resilient, can-do attitude.
• Previous experience in positively resolving incidents.
• Demonstrate initiative and confidence to make and act on decisions.
• Competent administrative and IT skills (to be able to produce reports and other communications).

Desirable

• Knowledge of current benefit systems.
• Knowledge of Housing regulations.
• Experience of working in challenging environments with the ability to plan, prioritise, organise tasks to achieve results
• Experience of working within a care & support environment.

About Us Riverside is one of the UK's leading not-for-profit social housing and regeneration organisations, owning or managing around 75,000 homes from Irvine to Kent. We are a leading provider of supported housing services, particularly for those affected by homelessness, and our track record of transforming lives and revitalising neighbourhoods dates back over 90 years. We have plans to build over 15,000 affordable homes over the next decade.

Our Values and Behaviours Creating an Inclusive Environment