Housing Support Officer

Overview

Housing Support Officer – Part-time, Permanent. Based at our Priest Croft scheme. Expected hours: 20 per week. Salary: £13,864.86 per year. Some additional hours may be available from time to time with the post holder’s agreement. We offer 28 days annual leave plus bank holidays and one day a year for your birthday. Depending on organisational performance, the Board may award up to 3 gifted Christmas close down days.

We are a learning focused organisation and will support you to develop new skills.

As a Housing Support Officer (HSO), you will be based at Priest Croft scheme and may work across our portfolio. You will report to our Housing Services Manager (HSM).

• Provide support to enable tenants to maintain their independence (40% of your time).
• Provide customer, housing and property management services (60% of your time).
• You will be based at one scheme but will be expected to work across our portfolio.
• You will report to our Housing Services Manager (HSM).

• You will be comfortable working independently but also as part of a small team.
• You will enjoy helping people maintain their independence by offering appropriate support and monitoring the welfare of our tenants through agreed support plans.
• You will be comfortable delivering effective and efficient customer services and prioritising your work to meet targets.
• You will be professional and able to establish appropriate boundaries with tenants, whilst building trust and advocating on their behalf to ensure they can maintain their independence.
• You will be able to recognise where independent living is no longer appropriate and support tenants on their journey to alternative accommodation.

• A professional approach with pride in outcomes and the social impact for our tenants and community.
• Happy engaging with customers; a good listener who can confirm concerns and propose solutions.
• A positive, can-do attitude; a great team player who supports colleagues when needed.
• Excellent organisational ability; comfortable with changing priorities and able to balance workloads.
• Able to use software and technology to deliver tasks and demonstrate compliance and assurance with processes.

• Induction training and ongoing support, with 121 coaching and appraisals.
• Access to learning and training to develop housing professional skills.
• A collaborative environment where colleagues care about what we do and support each other.
• The role is customer facing and attendance at one of our schemes is expected; a flexible approach to work is supported for training or project work with prior agreement.

Housing Support:

• Welcome tenants to their new home, helping them settle in quickly and feel safe and secure.
• Ensure tenants understand how to live safely, maintain up-to-date records where circumstances change, and monitor welfare.
• Help tenants access our services and communal facilities within the scheme.
• Follow and review agreed support / contact plans as required.
• Act as appointed person in case of accidents or incidents; liaise with emergency services or contacts on a tenant’s support plan as needed.
• Provide and receive effective handovers to/from Careline monitoring services and ensure actions are followed up.
• Use our software to maintain up-to-date support / contact plan records for each tenant.

Customer Service:

• Deliver customer service in line with our HEART values.
• Be the principal contact for tenant, contractor and third-party queries.
• Record all queries and requests in our software; place orders or submit requests as required.
• Communicate with colleagues, contractors and third parties to escalate urgent items.
• Positively manage service requests to ensure issues are resolved; welcome and resolve complaints where possible.

Housing Management:

• Support lettings processes (open days, viewings, tenancy sign-ups, end of tenancy, voids management) with the HSM.
• Co-ordinate repairs and liaise with Maintenance Services Manager to limit void periods.
• Assist with rent accounts monitoring, explain payments, and support housing benefit sign-posting.
• Assist with safety tasks…