• To supervise a team of Neighbourhood Housing staff providing a comprehensive frontline housing service to Lambeth Tenants, Leaseholders and other stakeholders involving the investigation and resolution of all service requests, enquiries, complaints and disputes.

• To supervise and coordinate the housing casework function of a Housing Management team within an area office covering all tenancy and estate management, resident engagement and customer care.

• To be responsible for carrying out the coordination role in a number of key areas including communal internal and external areas on estates, complaints and effective liaison with Tenants Residents Association representatives and notice boards are kept up to date.

• Tenancy Enforcement and non-compliance with tenancy terms and conditions.

• To supervise a team of Housing staff, ensuring regular 1-2-1s and appraisals, use of performance management techniques to drive up performance.  To participate in the recruitment and selection process, disciplinary, grievance, sickness absence and other enquiry panels.

• Directly train, or ensure that training is provided to the team on procedures and policies, contract management, use of Northgate and other IT systems.

• Be responsible for ensuring that staff within the team deliver an efficient, responsive and proactive service.

• Take responsibility for a geographical area as part of the management team standing in for colleagues and liaise closely with other teams as necessary. 

• To supervise and co-ordinate the provision of the housing management services including: 

• Regular tenancy checks. 

• Investigation and resolution of succession and assignment applications. 

• Recovery of property from unauthorised occupiers and squatters, and in cases where the property may have been abandoned.

• Initial complaints of nuisance, breach of tenancy, anti-social behaviour and racial harassment. 

• The conversion of introductory/probationary tenancies to secure tenancies. 

• Investigate and decide requests for tenancy amendments, 

• Manage requests for consents and approvals of tenant rights, granting permission and providing advice on requests for certain improvements and/or alterations to Council owned dwellings. 

• Resolving disputes regarding boundaries of Council owned land. 

• Support for vulnerable residents.

• Estate inspections and contract compliance.

• Ensure staff respond quickly to complaints of nuisance and anti-social behaviour ensuring that cases are properly investigated, evidence is gathered, the complainant is kept informed of progress and relevant enforcement action is taken. 

• Co-ordinate estate services, e.g. communal repairs, cleaning, ground maintenance, refuse collection, parking, graffiti removal, etc.

• Convene regular meetings with contractors, collating the necessary performance information and negotiating necessary improvements.

• Monitor systems to undertake random and programmed inspections to ensure work has been carried out to agreed specification and standards, directing contractors to deal with any outstanding work and approving variations.

• Respond urgently to correspondence, members’ enquiries and complaints, ensuring that evidence is gathered, a response provided within timescales 

• Organise and attend Tenants Residents Association and other meetings as required

• To attend occasional evening and weekend meetings and to work out of normal office hours.

• To provide a customer focused and efficient reception service

• Ensure the efficient processing of allowances, rights to compensation, ex-gratia claims    and discretionary awards in accordance with policy, audit and legal requirements.   

• Detailed knowledge and understanding of current issues facing social housing and London local authorities. 

• Good understanding of housing legislation and best practice.

• Experience of dealing with complex enquiries from tenants, leaseholders, members and internal and external partners.

• Delegates clearly and fully, monitoring progress regularly and giving timely support where necessary.

• Produces clear, succinct and well-structured written work, which creates a positive impact on the recipient(s).

• Being financially aware.  Fully considers the financial dimension to own activities, monitoring expenditure and ensuring that value for money is delivered.

• Ensures that employees and delivery partners keep citizen needs at the forefront of what they do e.g. Through the use of performance management processes.

• The closing date: 18/05/2025 @ 17:00.

• Full time role: 35 H/r week. 

• Ability to work evenings and weekends as required by the job.

• Holds a relevant professional qualification or is following a course of study leading to the above.