Housing Companies Tenant Services Manager

Job Purpose:
- To directly manage a high-profile portfolio of homes that relieve families and single people from homelessness, through Brent's Housing Companies (i4B and First Wave Housing).

- To deliver all aspects of high-quality tenancy services in line with contract requirements, including ensuring that performance standards and targets are met and maintaining high tenant satisfaction.

- To manage tenancies end-to-end, from letting to re-letting, taking full ownership of the tenant's journey.

- To support the Housing Companies Operational Manager in promoting and improving the i4B brand and developing resident engagement, with a continuous drive to enhance tenant satisfaction.

Principal Accountabilities and Responsibilities:

1. Tenant Management & Customer Service: Be the face of the landlord, providing high-quality customer service, taking ownership of tenancy management and tenant requests, and managing expectations.
2. Supportive Tenancy Management: Provide accessible tenancy management to residents of the council-owned housing companies.
3. Stakeholder Collaboration: Lead communication with stakeholders, delivering a seamless 'one team' landlord service, including setting up and managing professional meetings for complex issues.
4. Record Keeping & Data Management: Maintain accurate, real-time records of all resident interactions, holding other teams accountable for data accuracy.
5. Proactive Tenancy Management: Use mobile working tools and adhere to health and safety and lone working requirements to promote proactive tenancy management.
6. Digital Inclusion & Channel Shift: Support tenants in adopting digital channels for rent payments, repairs, and council services, promoting the use of My Account and Direct Debit payments.
7. Performance & KPI Achievement: Represent the landlord with an empathetic yet commercial mindset, focusing on KPIs such as rental income, arrears prevention, minimizing void times, and tenancy sustainment.
8. Support for Vulnerable Residents: Understand and link residents to support services for issues like health, substance misuse, offending, disabilities, and employment.
9. Welfare Benefits & Affordability: Stay updated on welfare entitlements and conduct affordability assessments in line with legislation.
10. Tenancy Sustainment & Resilience: Address arrears causes, differentiate between 'can't' and 'won't' pay, and implement effective interventions.
11. Legal & Eviction Procedures: Serve notices, make decisions on possession cases, and attend court and eviction proceedings as necessary.
12. Benefit Applications & Support: Assist tenants with benefit applications and attend appointments to promote a 'rent first' approach.
13. Fraud Prevention: Refer suspected fraud cases to the Council's Audit and Investigation Unit.
14. Tenancy Termination & Property Condition: Manage tenancy terminations and ensure properties are returned in good condition.
15. Void Property Management: Prioritize and expedite void turnarounds, arrange viewings promptly, and minimize rent loss.
16. Pre-tenancy & Support Checks: Conduct affordability, vulnerability, and suitability assessments at sign-up and annually, identifying tenants needing support or emergency evacuation.

If you think this job role is for you, please send your CV to