Housing Officer – AR

Location: Rugby Borough Council
Service: Communities & Homes – Housing Services
Reporting to: Housing Services Team Leader
Grade: Grade E
Working pattern: Hybrid/site and office based, with flexi working subject to service requirements

About the Role

Rugby Borough Council is looking for an experienced Housing Officer to join its Housing Services team. The successful candidate will provide a comprehensive housing management service to the Council’s general needs tenants, ensuring tenancies are effectively managed, sustained and delivered in line with housing legislation, Council policies and procedures.

This is a varied, customer-focused role involving regular contact with tenants, home visits, estate inspections, tenancy management, anti-social behaviour investigations and partnership working with internal and external agencies.

Key Responsibilities

• Manage a caseload of general needs council tenants and provide advice, assistance and information on housing-related matters.
• Carry out home visits, including settling-in visits for new tenants.
• Review introductory and flexible tenancies, considering rent accounts, ASB and property suitability.
• Investigate and process tenancy management matters including transfers, mutual exchanges and succession in line with current legislation.
• Investigate breaches of tenancy conditions and take appropriate enforcement action, including supporting or progressing court action where required.
• Manage and investigate anti-social behaviour and neighbour disputes, working with agencies such as the Police and Social Services.
• Gather evidence, maintain accurate records and prepare evidence packages for legal proceedings.
• Support tenants to sustain their tenancies through a multi-agency approach.
• Complete income and expenditure assessments and identify opportunities for benefit entitlement, budgeting and specialist support.
• Refer tenants to relevant Income Officers and partner organisations where specialist assistance is required.
• Organise and participate in multi-agency case conferences to achieve positive outcomes for tenants.
• Undertake regular estate visits and health and safety inspections, taking appropriate action where issues are identified.
• Work with Maintenance Officers and other teams when dealing with issues such as dirty or poorly maintained properties.
• Promote tenant participation and maintain positive relationships with residents and tenant groups.
• Provide day-to-day operational support and guidance to Independent Living staff and Housing Coordinators.
• Maintain accurate case notes, housing management records, monitoring information and statistical data.
• Prepare reports and provide information to the Housing Services Team Leader as required.
• Attend court and provide evidence on behalf of the Council when necessary.
• Ensure all work is carried out in accordance with relevant housing legislation, policies, procedures, data protection and health and safety requirements.

About You

The ideal candidate will have:

• At least 2 years’ relevant experience in a customer-focused environment.
• Experience within housing management, social housing or a local authority housing service.
• Experience dealing directly with members of the public through face-to-face, telephone and written communication.
• Knowledge or experience of tenancy management, tenancy sustainment and tenancy enforcement.
• Experience investigating ASB, neighbour disputes or tenancy breaches would be highly desirable.
• The ability to investigate issues, gather evidence and make appropriate recommendations for action.
• Strong written and verbal communication skills, including the ability to produce clear and accurate reports.
• The ability to manage a caseload, prioritise work and meet deadlines.
• The ability to remain calm and professional when dealing with challenging or pressurised situations.
• A good understanding of confidentiality, Data Protection and Human Rights requirements.
• Confidence dealing with financial matters and basic statistical information.
• A customer-focused and empathetic approach, with tact and sensitivity when dealing with vulnerable residents.
• The ability to work independently as well as effectively as part of a multi-disciplinary team.
• Strong IT/PC skills and the ability to maintain accurate housing management records.
• A commitment to equality, diversity and delivering a high-quality housing service.
• A full current driving licence, which is essential for the role.

Desirable

• Understanding of the welfare benefits system.
• Knowledge of current housing issues and the legislative, political and social environment affecting local authority housing.
• Knowledge of health and safety legislation and policies.
• Experience working towards or holding a CIH qualification or equivalent.
• Previous experience working within a local authority or social housing provider.

Working Arrangements

The role involves a mixture of office-based and site-based working, including home visits and estate inspections. Flexi working is available subject to team requirements and office cover.

The postholder may occasionally be required to attend evening tenant meetings and court proceedings.