Housing Services Manager
Loughborough Estate Management Board · Direct employer
- To be responsible for and deliver a Housing management service to tenants and leaseholders within the Loughborough Estate Management Board through the Income Maximisation Team. These include rent and service charge collection, voids management, repairs, nuisance and anti social behaviour and all other housing management services.
- To contribute to the overall performance of the LEMB and take responsibility for managing staff and properties within the LEMB’s management area, adopting and developing customer service strategies, in accordance with LEMB policies and procedures.
- To develop and review strategies, policies, procedures and action plans and ensure that key service standards and performance targets are achieved across a range of work areas.
- To actively contribute to the management of the service provided by LEMB as a member of the Management team, and deputise for the Neighbourhood Services Director.
- To ensure the LEMB’s statutory responsibilities with regards to Health and Safety and other relevant reviews are complied with.
- To comply with all legislations relating to the role.
- Responsible for checking own work and for following LEMB policies and procedures for the delivery of the highest standards of service. Collating information to respond to members’ enquiries, all complaints, managing nuisance and anti-social behaviour.
- To take appropriate action to resolve specific and general issues affecting the equality of service delivery and to monitor the effectiveness of such actions.
- To operate and promote the Quality Assurance systems of LEMB and promote the awareness of Quality Assurance matters among staff in the Neighbourhood Service areas.
- To participate as a member of the LEMB management team, in contributing to the overall effective management of the LEMB office, including providing management duty cover (as part of a rota) with other managers.
- Ensure that procedures are operated in accordance with the LEMB policy and Lambeth Council’s Quality Assurance system.
- To assess the consequences of procedures not being followed and undertake managerial checks of such procedures at appropriate times and stages.
- To create and maintain a working environment where staff feel safe, valued and motivated.
- To take personal responsibility for monthly reconciliation of all monies coming from the centre and other areas.
- To manage all the premises and areas generating revenue for the LEMB, in conjunction with finance.
- Ensures that the terms of the Housing Management Service Specification and the Management Agreement between LEMB and Lambeth Council are met.
- To resolve problems of service delivery and issues of customer dissatisfaction that are within the scope of your responsibility and make suggestions for improving the service.
- To ensure relevant information for Lambeth monitoring is kept and to draft monthly returns on performance, nuisance, litigation, voids, asb, nuisance, repairs, tenancy checks, estate inspections, FRA and others as required.
- To identify the training needs of staff under line management control, arrange training and assess the effectiveness of such training after completion.
- Create a working environment where everyone feels safe, valued and motivated in accordance with the organisation’s policies and procedures with particular reference to equality and diversity
- Contribute actively to the management and development of the service provided by LEMB as a member of the LEMB Management Team.
- To deputise on appropriate LEMB matters in the absence of the Neighbourhood Services Director.
- To identify training and development needs of staff, and to be responsible for providing full induction training, including health and safety, and IT training for all new staff members.
- To ensure effective key performance management in line with the LEMB policies and procedures.
- To prevent the wastage of resources and contribute to the growth of the organisation in terms of resident satisfaction, value for money and Community development.
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