Tenancy Sustainment Worker - Spring Housing Association
(2024-09 - 2026-04)
As previous role with Spring Housing, this role was based on site dealing with high needs customers, actively completing support plans. Liaising with CGL, Coventry City Council, Anchor Clinic, The police and the rough Sleepers Team.
Tenancy Sustainment Worker - Spring Housing Association
(2023-11 - 2025-03)
Providing specialist support and housing management services to vulnerable people to actively live healthy, happy independent lives within communities through early targeted prevention, personalised support and partnership working, to build resilience, improve wellbeing and move towards independence. To support vulnerable people to obtain and maintain accommodation to prevent homelessness and improve life chances.
- Ensuring effective personalised delivery of support to customers covering areas such as: Education, training & employment
- To enable customer outcome achievement through the development of customer led professional relationships, active listening and proactive support
- Induction and welcoming of new customers ensuring awareness and settling into new home
- Develop strength-based needs assessments/support plans/risk assessments with customers enabling them to sustain tenancies, improve reliance and maintaining independence through partnership working and access/signposting to a range of external agencies
- To ensure effective and efficient service delivery and development in line with contract requirements to ensure the provision for a range of housing support, advice and guidance services to vulnerable people including, housing, health, employment & training, mental health, substance misuse and community-based services through active partnership working and customer insight
- Charter of Rights Providing positive customer experiences that informs and shapes our business planning to improve service delivery-measurable through engagement activities, customer surveys, resident meetings, focus groups, compliments and complaints
- To ensure financial viability through appropriate income management, including welfare benefit support, unlocking barriers to rent/service charge payments, ensuring customer is up to date with rent payments to avoid eviction and working in partnership with Allocation Team to keep void loss at a minimum in line with KPIs
- To provide SMART move on plans for customers leaving or moving on from the service into independent accommodation
- Working in partnership with internal and external stakeholders to implement pragmatic problem solving, unblock barriers and facilitating access for vulnerable people into various services to improve life chances
- To support customers to reduce behaviours which may be negative and provide crisis intervention solutions
- Working within individual within properties to support them to adhere to occupancy agreement to reduce homeless e.g. Site visits, room checks, repairs and health and safety requirements
- Comprehensive housing and voids management, maintaining a high standard of health and safety, building compliance and property standards
- Relationship management with customers and stakeholders eg. Complaints, ASB
- To ensure customers are fully aware of their rights and responsibilities and are able to participate across services and are provided with Positive / solution focused approach to work with confidence to deal with challenging and complex situations
- Confidence to make decisions and execute these
- To assist with other duties as required by the Service Manager or other Managers
- Safeguarding and Health and Safety
- To be responsible for the safeguarding, health, safety and welfare of yourself, customers and others at work and undertake health and safety duties as required
- Ensure that Safeguarding and Health and Safety Policies and procedures are adhered to and report incidents and serious concerns to Senior Management
- Budgets and Financial Control
- Consideration for service financial viability through ensuring maximising income, cost effectiveness and value for money
- advocacy as appropriate
- Achievement of key performance indicators and contract compliance in line with service standards
- Supporting team and organisational excellence through actively engaging in team meetings, professional and personal development, cross organisational support and learning
- Identifying and supporting best practice and innovative solutions for continual improvement
- Commitment to personal and service development including specialist skills through training and other leaning methods to effectively respond to need, e.g. issues affecting ex-offenders, substance use, mental health, relationships etc.
- Ensuring appropriate outcomes and evidence to meet Payment by Results requirements via recording and collating accurate, timely data for contract compliance, including support plans, risk assessments, welfare checks and outcome monitoring
- To respond to unforeseen and crisis situations as required and be available for emergency cover within your own service and contribute to the overall running of the service
Homeless Centre Support Officer - Birmingham City Council
(2023-07 - 2023-10)
My duties here included but were not limited to delivering a customer focused temporary accommodation (TA) tenancy and successfully move on into suitable secured accommodation. Supporting the day-to-day operation of the homeless centre. Ensuring the service operates within legislative requirements.
- Conducting appropriate risk assessments
- Providing homelessness and housing advice
- Ensuring building repair and maintenance activities operate efficiently
- Issuing licence agreements, delivering resident inductions and facilitating resident group meetings also 1-2-1 reviews
- Helping residents to build support networks and engage in relevant local community activities
- Making referrals also accepting referrals from other sites within BCC
- Completing income and expenditure forms
- Monitoring rent arrears ans service charge arrears
- Issuing warning, notice, discharge letters
- Noting actions to each case file
- Carrying out reception and administration duties
- Updating any changes in resident's circumstances
- Carrying out stock inventories and replenishment
- Monitoring movement in and out of the building
- Reporting safeguarding concerns and health & safety procedures are adhered to
- Carrying out routine and other alarm tests, building risk assessments, health & safety inspections
- Undertaking any other duties appropriate to the grade that may be required, varied from time to time to meet the needs of the service
Maintenance Services Manager - Bourneville Village Trust
(2023-03 - 2023-04)
My duties here included dealing with key customer queries over the telephone & via email. Conducting follow up checks with customers on works carried out by the engineers and contractors. Assisting with Gas and Electric check-ups.
Scheduling in jobs for customers. Managing all complaints in relation to works being done on being carried out. Managing all statuses were correct on historic jobs. Running reports to collate information to present to management. (This was a 4-week temp role to cover for a long-term absence)
Income Advisor - The Pioneer Group (CVCH)
(2022-11 - 2023-03)
My duties included but were not limited to working closely with the Income Officers, being responsible for dealing with low level debts. Dealing with all forms of customer contact and seeking first contact resolution at every opportunity. Taking ownership of customer queries and working within a timely manner.
- Providing accurate and up to date information to customers
- Referring customers to relevant internal colleagues/departments also to external agencies and partners were deemed fit
- Providing advice to customers about welfare and housing benefits
- Arranging payment plans for arrears on accounts
- Setting up direct debits, taking card payments
- Completing Money Advice referrals, requesting direct APA payments from Universal Credit on accounts
- Making calls
