Department: Assets
Reports To: Senior Officer – Property Access
Directly Responsible For: No direct reports
Hours: 37
Overall team / department purpose
- The Property Services Team is responsible for a range of services that span across the Property Directorate, this including systems, data, property access and performance management information.
- The team optimises the use of systems and data to automate processes, monitor performance, analyse historic trends and predict demand.
- They also facilitate the gaining of access to our homes to ensure the timely completion of repairs, investment and compliance work.
Key role priorities
- This role is responsible for facilitating the property access process for refused entry into our business’s homes in relation to any property related activity.
- This involves ensuring comprehensive evidence and an accurate record of all progress made at each stage of the process. It includes the transition of properties along the legal journey whilst ensuring communication with internal and external stakeholders until access is gained.
- Any non-compliance is escalated appropriately.
Key working relationships
- This role is required to work with colleagues across the Property and Customer Insight Directorates and to interact with other teams as appropriate.
- External to our business, the holder is required to interact with customers and their families, contractors and with other external stakeholders, including regulated authorities, court officials and third party solicitors.
Main duties & responsibilities
- Coordinate with customers and key stakeholders across our business, in particular with Property and Customer Insight teams, to attempt to gain access for all property related activity.
- Take on cases of hard to access properties from contractors once they have completed their parts of the legal process and ensure due process is followed and evidence is collated.
- For homes that are constantly difficult to access, work with Property and Customer Insight teams to ensure that case-specific controls are in place to enable access for all required works/servicing.
- Monitor properties that are in the legal process for property access and produce reports to senior management, indicating where properties are at risk of coming out of compliance.
- Utilise appropriate systems to develop a mechanism to report by exception on properties which are out of compliance.
- Closely monitor all systems, ensuring any notes and information relating to a property access case are kept comprehensive, accurate and up to date.
- Prepare court papers, attend court and present cases on behalf of our business.
- Establish and maintain arrangements with internal and external stakeholders to identify properties that may be hard to access and enter into the legal process.
- Assist the Senior Officer – Property Access in reviewing the property access processes and procedures, including trigger points and responsive actions to ensure that the legal process is followed.
- Communicate with third party solicitors and respond to queries for information in a timely manner.
- Maintain up-to-date knowledge of best practice and advise Property and Customer Insight teams on best practice solutions to resolve property access, including preparation and training briefs for colleagues where appropriate.
- Complete any other tasks as commensurate with the level and nature of the post as delegated by the role’s line manager.
Key measures of success
- Accurate, evidenced and up to date property access data in our systems.
- All ‘no access’ cases are within process and within time.
- Reduced number of court proceedings year on year.
Livving our values
Livv’s a place with opportunities to grow. We believe in empowering you to make a positive impact in your own unique way. Our values embody what matters to us and show what it means to be Livv, together:
Making a difference daily
We invest in our people, our customers and in the creation of a fairer society.
Positively open
We’re open to feedback at all times, as we strive to deliver a first-class customer experience.
Forging the right way
We’re creating an inspiring road which others will want to follow.
Together as one
Our teams work on another level of cohesiveness to enable us to deliver better outcomes.
Each one of us
- listens to our customers and makes their needs a priority
- is committed to equality, diversity and inclusivity
- takes a flexible approach and works where we’re needed
- follows health and safety guidelines to keep ourselves, colleagues, and customers safe
- helps reduce risks by proactively communicating any potential issues to our line managers
- protects sensitive information by safeguarding customer, colleague and third-party data
- is guided by our policies, procedures and social aims
- is dedicated to continual learning and taking ownership of our personal and professional development.
Person Specification
E - Essential criteria / D - Desirable criteria
Education & Qualifications
5 GCSEs (Grade 4 or above) including English and Maths or equivalent relevant qualification/experience (E)
Membership of relevant professional body (e.g. CIH, RICS, IWFM, CIOB) (D)
Evidence of continuous professional development (D)
Experience
Working within a social housing environment engaging in tenancy enforcement or compliance related activity (E)
Working with potentially difficult or vulnerable customers and arranging appointments for key compliance visits/services (E)
Face to face experience dealing with customers and discussing potentially challenging topics in an empathetic way (E)
Managing a busy schedule to ensure that all activities are completed within set timescales (E)
Use of relevant systems including assets, housing management and procurement (E)
Working as a team to deliver key compliance activity taking place in customers’ homes (D)
Skills, knowledge & ability
A good understanding of the legal options for tackling no access / tenancy breaches including the confidence and communication skills (E)
An understanding of the principles around managing risk and safeguarding vulnerable customers (E)
Knowledge of relevant legislation and regulatory requirements in relation to Landlord Property Compliance (E)
Excellent communication skills, both written and verbal, to internal and external stakeholders, including customers, contractors and colleagues as well as external parties when representing our business in a formal setting (E)
Ability to stay organised and take a planned approach to day to day activities when working in a busy, demand led environment (E)
Ability to produce data and reports to be shared at senior management level and with formal authorities, ensuring that appropriate processes have been followed (E)
Ability to manage workload to ensure that any peaks in demand are consistently met (E)
Ability to keep knowledge on best practice continually updated (D)
Personal characteristics
Confident to work on own initiative as well as part of a team (E)
A strong communicator, including making difficult decisions and remaining calm and resilient under pressure; driven to achieve results (E)
A methodical and consistent approach, driven by producing work of a high standard with a clear customer focus and strong attention to detail (E)
Strong organisation and planning skills, including ability to deliver to agreed target dates (E)
Other
Ability to travel independently (E)
Flexible approach to hours worked (E)
Give Get Go
As part of our commitment to the Give Get Go Programme, we will ensure that applicants who meet all essential criteria, as defined in the person specification, will be guaranteed the opportunity to demonstrate their abilities at interview. Individual’s names will be confirmed with the Give Get Go Programme.
Should you wish your application to be considered under this scheme, please email us confirming this, along with your full name and the role you have applied for when you submit your application. Please ensure that you do this before the closing date for the vacancy.
Equality and Inclusion
Please visit here to read more about Livv inclusive and our approach to equality and inclusion.
Disability Confident
The Equality Act protects disabled people from discrimination, and we welcome applications from disabled people. The Equality Act defines a disabled person as someone who has a physical or mental impairment which has a substantial and adverse long-term effect, usually at least 12 months, on their ability to carry out day to day activities.
We will try to provide access, equipment, or other practical support to ensure that disabled applicants are not disadvantaged by their disabilities.
Data Protection
We fully recognise your rights under current Data Protection Laws and are committed to protecting the privacy and security of your personal information. We collect and process personal data relating to applicants to manage the recruitment process effectively, including for statistical purposes.
For full details please see our Job Applicant Privacy Policy
If you require any additional support when completing your application, please contact us