Role Purpose

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To deliver an efficient and effective housing management service including advice and information to tenants, maximising income on behalf of the Association, ensuring properties are promptly re-let, minimising void periods and pro-actively dealing with all aspects of estate management.

Role Remuneration

Housing Officer
Salary from £35,697 - £39,663
Starting salary £35,697
Elgin - 35 hours per week

About the Role

• Monitoring the standard of the Association’s estates and liaising with our gardening and cleaning contractors
• Providing advice and information on tenancy related matters
• Ensuring our customers receive an excellent service
• Pro-active management of tenant rent accounts and other debts
• Timely letting of Langstane Housing Association properties
• Responding to and investigating anti-social behaviour complaints
• Monitoring the standard of the Association’s estates
• Providing advice and information
• Promoting tenant involvement in the Association

Key Accountabilities

1. Monitoring tenants’ accounts and interrogating arrears reports to identify non payment of rent or other debt, following the Associations Arrears Policy.
2. Contacting tenants regarding outstanding rent arrears and debt including where necessary negotiating repayment arrangements.
3. Explaining to tenants the Association’s rent arrears and debt recovery procedures and ensuring where payment is not made that prompt further action is taken including preparing and sending to clients the appropriate arrears letters including the service of Notice of Proceedings.
4. Discussing and arranging with tenants their preferred payment method and processing payments where necessary.
5. Discussing with and referring clients on to Support, Welfare or Money Advice Services for assistance.
6. Ensuring the effective and prompt letting of properties, therefore minimising voids including carrying out applicant visits, accompanied viewings and tenancy sign ups.
7. Responding to and investigating all anti-social behaviour complaints and neighbour disputes including working with tenants and other agencies such as Community Mediation and the Police, issuing warnings to offenders and taking further legal action where necessary by following the Association’s Anti-Social Behaviour Policy.
8. Conduct tenancy visits and inspections of tenants’ homes and the Associations’ housing schemes.
9. Monitoring the quality of estate cleaning and gardening services and responding to and investigating any customer complaints about the service.
10. To provide detailed information and advice on a range of housing matters such as (but not limited to) applying for housing, transfers, tenancy rights and obligations, mutual exchanges, assignations, successions and joint tenancies.
11. Prepare legal documentation where required (including Notice of Proceedings, Section 11 Notices, etc.) and any documentation for legal action approval including preparing court instructions and liaising with the Association’s legal agents.
12. Contact and meet with external agencies such as Citizens Advice, Department of Works and Pensions, Housing Benefit, Social Work, Community Mediation, Police etc. to discuss and resolve client or neighbourhood issues.
13. Maintain client contact records suing the appropriate IT Systems, ensuring that any issues are responded to and follow up action carried out where necessary.
14. Ensure that an up to date knowledge of all relevant policies, procedures and legislation requirements relating to the role is maintained and adhered to.
15. To promote tenant involvement and all issues relevant to the Association’s tenants.
16. To be available to assist in training new members of the team, and to attend appropriate training where required.
17. To carry out all duties of the post in accordance with the relevant Association Policies and Procedures including the Equal Opportunities Policy, Data Protection Policy and Health and Safety Policy.
18. To be responsible for assisting in the management of and day to day running of the Elgin Office including building security, procedure checks and covering reception.

About You - Essential criteria

• Educated to higher grade level or equivalent.
• Experience of working in a housing or related customer service environment
• Good knowledge of office based IT packages
• Ability to communicate effectively with customers and colleagues both verbally and in writing.
• Ability to prioritise workload and work on own initiative.
• Ability to work to deadlines.
• Full driving licence with vehicle available for work.
• Adaptability and positive attitude.
• Willingness to learn and develop.
• Understanding and appreciation of customer care.
• Team player.
• Ability to deal with challenging situations.

About You - Desirable criteria

• CIH qualification at Level 3 or working towards it or an equivalent qualification in a housing background.
• Working knowledge of Housing IT systems.
• Flexibility including working very occasionally evenings and weekends.

About us

Langstane  Housing Association is a key provider of social housing in the North-East of Scotland with over 2,800 homes across Aberdeen City, Aberdeenshire and Moray. Our mission is to provide homes and services that make a positive difference to peoples' lives. 

This is an exciting time for us as we are on a cultural transformation journey to shape our future and deliver our strategic priorities including investment in ICT and optimising our staffing structure and evolving our people plans. Are you willing to take on a challenge and join us?