Resident Services Officer LBS-009

Resident Services Officer Grade 9 Division/Unit Area Management Department Housing Reports To Resident Services Manager PURPOSE OF THE JOB This is a key role for the Council in delivering our housing services, managing a multi-tenure patch to the standards set out in the tenancy agreement or lease, co-ordinating services, advocating for residents and working collaboratively across the Council and with other agencies on case management. PRINCIPAL ACCOUNTABILITIES Responsibilities 1. To provide a visible and approachable presence on Southwark's housing estates. 2. Work with all stakeholders (residents, neighbourhood Police, Residents organizations, cleaning and grounds maintenance staff, Asset Management, Fire Safety Team, Environmental Services and others as applicable) to maintain a high quality physical and safe environment. 3. Deliver a resident focused service, responsive to the needs of the local diverse community. Working closely with external agencies and tenant organisations, encourage involvement and feedback as an integral part of the service. 4. Assist and provide accurate advice and guidance on a wide range of housing related issues raised by both tenants and leaseholders of Southwark's properties. Ensure comprehensive and timely case management, and where necessary work with other partner departments and stakeholders to ensure issues are resolved and all decisions are compliant with current statutory regulations and legislation. 5. Ensure that Southwark's properties are used to maximum effect to meet the needs of the population of the borough. This will include, but not be limited to, enforcement against unauthorised occupants and proactively tackling cases of housing fraud, working with colleagues in Housing Solution to support households to relocate to permanent or temporary suitable accommodation and assist in the timely re-letting of empty properties. 6. Provide tenancy and leasehold management, including tenancy and leasehold checks, ensuring the consistent application of Southwark's policies and procedures. Enforce tenancy and lease conditions following through when appropriate with Legal Services and give evidence in Court to support the action. 7. Ensure that information is maintained, stored and retrieved in accordance with business need and statutory and legislative requirements. 8. In consultation with residents, the Resident Services Manager and other stakeholders (e.g. Communal Repairs staff, Pest control, cleaning, gas servicing teams, Major Works staff, Fire Safety staff) establish and maintain a development plan for each estate aligned with major maintenance investment plans, resourcing demands and resident issues. Ensure the implementation of each plan, monitoring progress, addressing challenges and providing regular updates as required. 9. Provide a timely and focussed response to all complaints of Anti Social Behaviour/ Noise/ Neighbour disputes. Work closely with relevant departments, the police and other agencies to find sustainable solutions to individual issues that are realistic and achievable, and supported by effective action plans. 10. To safeguard and work with vulnerable residents to ensure their needs are met through the housing service and to provide a signposting service for residents with additional support needs making timely referrals internally and externally to assist tenants. Lead on a multi-agency approach to problem-solving working closely with colleagues in the social care and public health sector. 11. Work with colleagues and Tenants and Residents Associations to promote resident involvement through engaging residents locally in the development of services in their neighbourhoods. 12. Ensure strong working relationships with colleagues delivering regeneration and New Build projects including but not limited to: rehousing and case management, resident consultation, estate management, development of new housing and asset management of existing. Note: The duties as listed above are not set out in order of priority, and other tasks commensurate with the grade of the post may be required of the post holder. JOB CONTEXT 1. The Resident Services Officer post sits in the Housing Division, within the Resident Services Department 2. The post holder will report to the Resident Services Manager. 3. The post-holder will be working in a team of Resident Services Officers and will support and cover for colleagues as required 4. The post holder will be required to work with a wide range of stakeholders to bring about strategic change and address the corporate aims of the council and objectives of the department. Stakeholders include:

• Tenants and Residents Associations
• Ward Councillors
• Cabinet Members
• Local MPs
• Other Housing Services Divisions
• Adults and Children's Services
• Environmental Services
• Internal and external legal services including courts
• Third Sector Agencies
• Police
5. The post holder will work on behalf of the Council and manage complex relationships to secure the implementation of government objectives, council priorities and local priorities. 6. The post holder has no direct budgetary responsibility, but will support and contribute to the management of locally delivered estate management contracts. 7. Attendance of out of hours meetings when required These are better suited in the person spec or work plans., 13. Able to actively engage with the Council's modernisation agenda, adopting and promoting new technology and modern ways of working. E I 14. Ability to draft communications, information and reports to a high standard using appropriate technology. E T 15. Ability to work as a part of team contributing positively to collective goals. E I Special Conditions of Recruitment: Comply with and promote the Council's Equality and Diversity Policy; comply with and promote the Respect at Work Policy Key: E Essential S Shortlisting criteria I Evaluated at interview T Subject to test June 2023 3 days on site 1. To provide a visible and approachable presence on Southwark's housing estates. 2. Work with all stakeholders (residents, neighbourhood Police, Residents organizations, cleaning and grounds maintenance staff, Asset Management, Fire Safety Team, Environmental Services and others as applicable) to maintain a high quality physical and safe environment. 3. Deliver a resident focused service, responsive to the needs of the local diverse community. Working closely with external agencies and tenant organisations, encourage involvement and feedback as an integral part of the service

The person specification is a picture of skills, knowledge and experience required to carry out the job., 1. Knowledge of current issues affecting local authorities and social housing in particular including an understanding of housing and leasehold management law and practice E S/I 2. Knowledge of how to provide resident focused services and a broad understanding of the challenges of working in a diverse community and ways to ensure that services are delivered fairly and consistently E S/I 3. A relevant degree and or professional qualification, or work experience of at least equivalent level. E I Experience: 4. Experience of complex customer focused case management, preferably in a housing management context E S/I 5. Experience of delivering a service to an agreed standard meeting personal and team performance targets E S/I 6. Experience in a customer facing role E I 7. Experience taking a pro-active approach to inter-departmental and inter-agency working and encouraging problem solving E I Aptitudes, Skills & Competencies: 8. Ability to work effectively in the face of challenging priorities, demanding workloads and challenging deadlines. E S/I 9. Negotiation and problem solving skills E I 10. Ability to work in resident focussed environment and to deliver consistently high standards of customer care. E II 11. Ability to work on own initiative and be self- motivated. E 12. Ability to build effective working relationships and work collaboratively to meet common goals.