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Recruiter Information

ARK Housing Association Ltd Logo

ARK Housing Association Ltd
The Priory
Canaan Lane

Tel for applications - 0131 447 9027

Email for applications - recruitment@arkha.org.uk


Housing Services Assistant (Temp Maternity Leave)

Edinburgh | ARK Housing Association Ltd
£18,297 - £21,323

Closing date

26th July 2019, at

Salary and Employment Details

ARK is a major provider of Housing, Care and Support to people with long term and enduring conditions such as learning disability, mental health issues, dementia and autism. Our aim is to ensure that those who use our services get the very best out of ARK to enable them to live a good life.

Job Title: Housing Services Assistant (Temp Maternity Leave) – Full time 37 hours

Location: The Priory, Canaan Lane, Morningside, Edinburgh

Salary £18,297- £21,323

With approximately 500 tenants located throughout the East of Scotland, we have a small team of staff providing a wide range of services within the Housing Department of ARK Housing Association. You will become a crucial part of this team with a key responsibility to act as the first point of contact for our customers. This will be primarily by telephone and will be to provide general information and advice, therefore experience of working with the public is essential.

You will also carry out a variety of administration tasks, taking payments, managing and maintaining accurate records and assist the team in dealing with a housing management issues.  Therefore you should feel confident working with figures, be competent in using a variety of computer packages and have the ability to produce neat and accurate work. The work that you undertake will support the work done by the three Housing Services Officers and the Senior Housing officer.

Job Description


To support the Housing Services Officers with their responsibility for ensuring that ARK Housing Association provides a Housing service of the highest standard, which is responsive to the needs of service users, tenants and ARK staff? In addition you will provide support to the Housing Business Partner and the Head of Housing to ensure ARK’s Housing and operational objectives are met. 


Fact Finding and Analysis

  • Act as a second point of contact, after the Housing Administrator, for all ARK, employees, tenants and customers in relation to all Housing queries
  • Responsible for the efficient administration of the Allocations Policy, including assessing and processing Housing Applications and reviewing the Housing list on a regular basis
  • Shortlisting for vacancies and making recommendations to the Housing Services Officers on allocations
  • Responsible for processing any tenancy changes on the Housing IT system
  • Responsible for addressing first stage tenancy management issues in the full range of housing management services, including but not limited to, rent management, tenancy changes, neighbour disputes and then referring the case to the Housing Services Officer if there is a further escalation
  • To actively promote tenant participation and consultation in all housing management functions
  • Support customers to resolve issues in line with Housing policies and Procedures
  • Work closely with the Housing Team to resolve non routine problems and take action as agreed
  • Assist with updating / preparing monthly statistics to allow the Housing Business Partner to produce performance reports
  • Scanning filing and archiving of various Housing documents to ensure compliance with GDPR
  • Provide general administrative assistance to all the Housing team members, providing support in the absence of the Housing Assistant
  • Liaise with the Housing Services Officers and Housing Business Partner to complete information sharing and consultation materials for tenants
  • Organise and prioritise own workload in order to achieve deadlines

Innovation and Initiative

  • Act as a key support person to the Housing Services Officers on all housing management matters
  • Propose enhancements to improve efficiencies and remove duplication of effort as identified in your day to day work
  • Use your initiative and make decisions within agreed boundaries, based on experience and practical understanding of ARK systems, policies and procedures
  • Effective problem solving ensuring problem definition, generation of alternative solutions, evaluation and selection of suitable solution and implementation
  • Exercise good judgement in setting boundaries in order to maintain good working relationships
  • Make suggestions to improve Housing practices, procedures and processes within own area of work
  • Work with the Housing Services Officers to ensure that Housing processes fit the needs of the business and to ensure that they are consistently applied and meet quality requirements

Interpersonal Skills


  • Develop and maintain collaborative working relationships with all Managers, Head Office staff, Care and Support staff,  tenants and other key stakeholders as identified
  • Demonstrate active listening skills in dealing with Housing business initiatives
  • Contribute to the Housing team meetings chaired by the Head of Housing
  • Work with the Head of Housing on specific projects as and when required
  • Advise Care and Support Managers on the completion of forms for the ending of tenancies
  • Work collaboratively with all area teams on all aspects of Housing practice


  • Liaise with tenants and applicants and respond to housing queries
  • Build relationships with Local Authority teams ensuring that housing management issues can be resolved in a timely manner and any requests for information are addressed efficiently or directed to the Housing Business Partner
  • Address queries from External third parties such as Local Authortities, Allpay and Capita

Leading and Developing People

  • Role model a customer focussed culture within the Housing departments
  • Support the Head of Housing to provide an open culture to embed learning
  • Work closely with Housing Services Officers to ensure that all Housing Administration is processed within agreed timelines
  • Promote effective communication within the Housing and Maintenance department, across the broader organisation with external stakeholders
  • Promote high standards of ethical behaviour, probity, integrity and honesty


  • Support the management of furniture budgets, ensuring effective monitoring and evaluation to achieve best value
  • Organise and plan the workflow of direct reports
  • Responsible for data input across a range of housing activities

Impact on Decisions

  • The post holder reports to the Housing Business Partner
  • Support the Housing Business Partner to ensure the prioritisation of Housing activities
  • Responsible for ensuring accuracy of all data input and transaction processing within the income database and Housing system
  • Manage and prioritise day-to-day tasks referring any problems to the Housing Business Partner
  • Maintain regular contact with their line manager and take part in regular 1:1’s and team meetings
  • Develop work plan in conjunction with their line manager
  • The post holder will contribute to the development of administrative services, applying standards to ensure quality and consistency in relation to information and process


  • Strong knowledge of Housing Legislation, Policy and Procedures relating to areas of responsibility and work within agreed policies, procedures and practices
  • Undertake the accountabilities of the role whilst providing support to other areas of Housing administration as required, including providing cover for annual leave
  • Support delivery of a consistent approach to communication and housing management tasks
  • Undertaking on the job learning to acquire the necessary skills to fully fulfil the requirements of the role
  • Ability to quickly build professional working relationships


  • Chartered Institute of Housing (CIOH Level 4) qualified or experience of working in a busy housing management environment.


  • Experience of working in a responsive office environment
  • Experience of working with with tenants and service users and advising customers
  • Experience of using Housing IT software
  • Delivery of Housing solutions to support change
  • Practical experience of interpreting and working with Housing policies and procedures


  • Housing Legislation
  • Technical and professional Housing knowledge
  • IT – MS Office
  • Open and honest communication skills
  • Evidence of continuing professional development
  • Team player

Head Office Worker Competencies

As well as the ability to do this role will be assessed in conjunction with the following competence areas:

  • Teamwork
  • Communication
  • Continuous Learning
  • Professional Boundaries
  • Problem Solving
  • Customer Service



For an application pack and a full job description and person specification please visit our website at www.arkha.org.uk, contact Reception on 0131 447 9027 or email recruitment@arkha.org.uk quoting the job reference.

Closing date: Friday 26th July 2019

Working towards equal opportunities and a diverse workforce

Scottish Charity No. SCO15694