Housing Officer - Hammersmith, England

Pinnacle Group provides people-first, integrated services across a range of community-facing assets and infrastructure – including multi-tenure housing, schools, open spaces, public buildings, utilities and broadband networks – as well as a range of complementary employment and wellbeing outcomes. Across the UK, Pinnacle supports over 300,000 homes, 200 schools and 80 public buildings creating value, providing stewardship and generating positive outcomes for our customers, our partners and our clients.

Our Homes business serves communities by providing trusted housing management solutions. We take a collaborative and commercially minded, yet socially principled approach across our portfolio of Affordable, Private Rented and Leasehold properties.

The Role - Housing Officer

Reporting to an Area Manager our Housing Officers are responsible for providing a comprehensive housing management service within our contract to Hammersmith & Fulham Council. The purpose of the job is to:

• Develop strong and positive relationships with tenants, residents, community groups, local councilors, the client and other stakeholders.
• Become a central figure in the community you are working with, known for your ability to get the job done with professionalism, inclusivity, integrity and fairness
• Work with residents to develop initiatives to enhance the areas and estates managed by the village team
• Use your excellent technical and policy knowledge of housing management to resolve queries and cases such as successions, mutual exchanges, tenancy changes and breaches of tenancy
• Improve customer satisfaction with the housing management service we provide

Key Responsibilities

• Managing a patch of properties, working with tenants and residents groups to identify projects and initiatives that will enhance the area estates
• Being the first point of contact for tenants and residents on the full range of housing related issues
• Carrying out “end to end” casework across tenancy and leasehold properties (ASB, mutual exchanges, successions, assignments, tenancy terminations, sign ups, new tenancy visits etc)
• Working positively with teams at the Council where services are jointly delivered e.g. voids
• Investigation and enforcement of tenancy conditions and tenancy fraud where breaches occur
• Ensuring the quality standards and expectations for performance are met – whether financial, policy, procedural or behavioural, in writing, verbally and in practice.
• Recording key data and statistics on time and with accuracy so we can monitor our performance against targets.
• Dealing sensitively with complaints, councillor and MP enquiries, participating positively in our culture of learning from complaints and mistakes
• Improving customer satisfaction with our service
• Ensuring we meet our duties with regards to Health & Safety, in particular, carrying out regular fire checks of communal areas and working with tenants & residents to resolve any breaches.
• Developing positive relationships with local councillors, tenant & resident representatives, local authority teams, local agencies and other stakeholders to bring added value to the service we are providing

Person Specification

We need people who understand and put into practice the basics of housing management and contract law, to deliver a high-quality housing management service to our tenants and residents. But more than that we need people who:

• Support and demonstrate a commitment to our ethos of Transforming Communities and Changing Lives
• Take pride in their work and are passionate about providing excellent customer service – you will go the extra mile – and can evidence your experience of this
• Will support their colleagues, work collaboratively, inclusively and diligently to become a valued team member
• Are accountable and take ownership to help identify and resolve issues,
• Show resilience and positivity in an ever-changing and challenging environment
• Are great communicators, in writing and in person
• Have good IT and numeracy skills
• Understand what excellent performance looks like in a customer facing housing organisation and can help us achieve our KPI’s

Pinnacle Group strives to be an equal opportunities employer and welcomes applications from anyone regardless of ethnic origin, gender, disability, age, trade union activity, marital status, religious belief or sexual orientation.

We are Armed Forces friendly. We welcome applications from ex-Armed Forces personnel, reservists, armed forces veterans, cadet instructors and military spouses/partners.

Contact information

Hammersmith Mock