Head of Housing & Communities

The purpose of the post of Head of Housing and Communities is to deliver highly efficient and professional housing and welfare service on behalf of the Management Committee to customers of Reidvale Housing Association. This post sits within the senior management team as such requires the post holder to provide strong leadership and to lead the delivery of a responsive and continuously improving housing management services.

This includes:
• Leadership of the Housing and Communities Team
• Compliance with all associated legislation and good practice
• Delivery of excellent Housing and Communities services
• Delivery of the annual Operational Work Plan
• Developing policies and procedures for the Housing and Communities services
• Complaints management for Housing and Communities services
• Performance reporting, improvement and returns
• Lead on and improve customer satisfaction across all indicators
• Undertake Customer Satisfaction Survey
• Income generation and management of arrears, voids, welfare benefits for all the Associations customers
• Value customer feedback and lessons learned
• Stakeholder engagement, supporting customer residents’ groups and undertaking the annual rent consultation
• Co-ordinating and taking the lead on a strategy to support community development and promote Reidvale as a great place to live and work.

Role and responsibilities are carried out whilst upholding the values of the Association as these guide our behaviours, decisions and actions, these are:
• Be Honest and open in our approach, decisions and communications
• Be Accountable to our tenants, community and each other
• Be Respectful and considerate in how we treat each other
• Be Supportive and willing to go the extra mile

2. KEY TASKS AND RESPONSIBILITIES

2.1 To contribute to the overall strategic and operational direction and objectives of the Association, ensuring the work and activities of the Housing and Communities Team are taken into account. This includes:
• Contributing to the development and review of the Association’s Business Plan the Operational Work Plan, Corporate Risk Register, Investment Plans, financial planning documents and department budgets.
• Leading on and contributing to meeting the requirements of the Scottish Housing Regulator, the Annual Report on the Charter to the Scottish Housing Regulator.
• Providing evidence and assistance to support the Management Committees Annual Assurance Statement.
• Identifying strategic solutions to improve the performance and service; Aiding the implementation of the Association’s Performance Management Framework; and supporting the smooth running of the Association’s effective internal control systems

2.2 To manage the Housing Service Team ensuring the delivery of a high quality and efficient housing and maintenance services to all the Association’s tenants, owners and other customers. This includes:
• Line managing the Housing and Communities Team; as well as delivering positive solutions and supporting with complex cases and issues with workload.
• Leading on staff training, development, appraisals, absence management authorising annual leave within your team.
• Aiding the development of policies, procedures, and best-practice strategies to ensure compliance with outcomes in the Scottish Housing Charter and other legislative and regulatory requirements.
• Monitoring and reviewing targets for the Housing and Communities Team and advising the Director and Management Committee of any significant performance or service issues that may impact on the Association’s financial position or seriously affect the service to our customers.

2.3 Manage the Housing Services Team to contribute to excellent service outcomes and the financial viability and sustainability of the Association. This includes:
• Maximising income for the Association through the activities of the Housing Teams by collecting rents, supporting customers in arrears and recovery of rent owed.
• Establishing strategic partnerships with relevant organisations to maximise support and assistance for staff dealing with customers in relation to arrears recovery and benefit matters e.g. Department of Work & Pension, Housing Benefit Services, Solicitors, City of Glasgow Council etc
• Developing and continually review plans to mitigate financial risks to the Association and maximise support to customers through Welfare services.
• Pursuing funding opportunities to deliver additional or enhance services to customers.
• Ensuring the outsourced Welfare Service are providing an excellent service to the Association’s customers.
• Providing reports to Management Committee on performance.
• Leading the annual review of rent, and service charges
• Allocations:
o Promote and market the Association to maximise interest and uptake on the Association’ services and activities i.e. allocations, welfare service and resident participation, etc.
o Analyse demand, demographic trends, allocation outcomes and identify strategic solutions to attend to negative impact that may affect the Association’s work.
o Establish strategic and operational partnerships with relevant agencies to maximise the housing options and advice to housing applicants.
o Promote tenancy sustainment initiatives through the Housing and Communities team.
o Ensure positive and pro-active relationships with the Homeless Casework Team in line with the Associations Policy.
o Ensure that allocations of housing are conducted in accordance with the Association’s allocations policy.
• Void Management:
o Effective management of void properties minimising re-let times, ensuring viability of the Association.
o Ensure full compliance with the void procedure by the respective teams in the Housing and Communities as well as the Asset Management Team.
o Lead discussion between the Asset Management Team and the Housing and Communities Team to initiate improvements in their respective roles to deliver efficiency in the re-let times.
o Develop and support strategies to improve work practices that contribute to excellent outcomes in the void management process.
• Estate Management:
o Develop strategies to maximise the Association’s resources to ensure a pro-active and effective estate management service.
o Develop and maintain strategic partnerships to contribute towards the improvement of the Reidvale estate.
o Develop systems to facilitate performance management and monitoring arrangements of key services and activities in the upkeep and maintenance of the Reidvale estate by the Asset Management Team and external contractors.
o Deliver weekly inspections of properties and common areas to inform estate and handyperson work plans to mitigate risk to the Association.
o Assist Housing and Communities Team to proactively engage with customers on a regular basis
• Neighbour nuisance and anti-social behaviour:
o Maintain good relationships with key partners to maximise their assistance and support in the management of anti-social behaviour and estate management issues.
o Periodically review contractual arrangements to ensure value for money in the management of serious and persistent anti-social behaviour cases.
o Analyse complaints about anti-social behaviour and estate management, identify strategic and positive solutions to attend to common issues.

2.4 Ensure high levels of customer satisfaction in the Housing Team. This includes:
• Contributing towards the procurement of the Residents Satisfaction Survey on a cyclical basis, as well as developing a schedule for customer satisfaction in key areas in the Housing and Communities Team services, specifically those related to the Scottish Housing Charter.
• Leading in the development and review of a Customer Charter, as well as Association’s Complaints Procedure
• Processing high level complaints and developing improved procedures and work practices as required.

2.5 Communicate with our customers to enable them to participate at a level they are comfortable with. This includes:
• Leading the development and review of the Resident Participation Strategy as well as implementing the associated Action Plan for Participation.
• Along with other team members, promoting participation to customers to maximise involvement in the Association activities.

2.6 To service the needs of the Management Committee in relation to the work of the Housing and Communities Team, ensuring that the Management Committee receives all the information it requires enabling it to set and measure the effectiveness of strategies. This includes:
• Service Management Committee or sub-Committee meetings as required.
• Ensuring that the Management Committee are advised of any change in legislation or other guidance as well as strategy, operational structure and policies
• Ensuring the provision of quality reports for information and decision-making in the work and activities of the Housing Services Team including all aspects of performance.

2.7 To lead on the development and implementation of community development initiatives.

3. OTHER DUTIES

3.1 Uphold and deliver the Association’s values.
3.2 Chair internal working groups when required
3.3 Contribute to wider role and regeneration strategies aimed at improving services, activities and the Reidvale area to meet the needs and aspirations of our Residents.
3.4 Participate in promotional, marketing and community events relating to the Association’s work.
3.5 Be committed to your own professional and personal development to meet the needs of the role and the Association
3.6 Ensure the work of the Housing Services conforms to Health & Safety requirements and good practice.
3.7 Be committed to your own professional and personal development to meet the needs of the role and the Association
3.8 Ensure the work of the Housing Services conforms to Health & Safety requirements and good practice.
3.9 Uphold the Association’s Equal Opportunity Policy and codes of practice.
3.10 Attend, as required on a rota basis, call-outs in relation to emergency situations for the Association’s office; community centre or other premises owned or managed.
3.11 Attend meetings at evenings or weekends, as required in relation to your role and the Association’s work
3.12 Carry out any other tasks commensurate with your role as directed by the Director or Management Committee.