Housing and Tenancy Sustainment Officer

YMCA Black Country Group
11 Jul 2017
10 Aug 2017
Contract Type
Full Time
Black Country Group

Job Description

Job Title: Housing and Tenancy Sustainment Officer

Location: Within Dudley housing projects.

Responsible to: Housing Services Coordinator

Responsible for: Delivery of housing services including maintenance and domestic services on all Dudley housing sites as agreed.

Working Hours: 37.5 hours per week as determined by the needs of the residents. Due to the nature of the post evenings, weekends and Bank Holidays work will be necessary. The post holder will be “on call” on a rota system to provide Housing Services support out of hours to concierge staff working in the projects.

Annual Leave: 217.5 hours per annum.

Background: YMCA Black Country Group (YMCA BCG) is the branch of the YMCA global movement in the Black Country. YMCA BCG operates charitable companies & associated trading subsidiaries in the Black Country boroughs and South Staffordshire area. The combined turnover of the group is in excess of £6M, delivering a wide range of community services including supported housing, youth work, childcare and family support, drug and alcohol counselling, skills and employment training, health and well-being services. YMCA BCG employs over 250 staff and also works with around 50 volunteers and voluntary trustees.

Remuneration: £18,544.50

Job Role: To support the Housing Services Coordinator to ensure the provision of high quality day to day housing management functions of the YMCA’s housing stock in Dudley. This includes, but not exclusively, the letting, management, maintenance, administration, rent collection and provision of housing services on all allocated Dudley housing properties and monitoring and reviewing the progress of residents within the schemes using the tenancy and sustainment assessment tool.


Access to Housing & Tenancy Sustainment

1. To be involved in interviewing applicants and carry out the appropriate needs and risk assessment and reference checks before offering accommodation.

2. To carry out an appropriate induction to the allocated Dudley housing properties once an offer has been made to an applicant.

3. To coordinate or signpost any additional support a resident may require during their time at the YMCA by liaising with internal and external agencies in relation to maintaining their accommodation.

4. To promote the services provided by YMCA Dudley Housing Services ensuring referral agencies and applicants have the information about the schemes.

5. To keep voids to a minimum on allocated properties by ensuring they are cleaned, prepared and ready to let in the quickest time possible.

6. To visit the properties as agreed to ensure they are safe and the residents are adhering to the licence agreement and the property is being kept in a good condition.

Collection of Charges & Financial Accountability

7. To be responsible for managing the rent arrears of allocated properties maximising all income, reducing arrears and ensuring all records are accurate and up to date. Monitoring any rent agreements that may be agreed by the Housing Services Coordinator

8. Ensure residents claim all entitled benefits including Housing Benefit and other applicable benefits / grants to ensure recovery of rent and service charges.

9. Liaise with Housing Benefit staff to ensure the residents account is active and the resident is aware of their responsibility of providing any information to ensure the housing benefit is paid and reduce all arrears.

Housing Management Services

10. Liaise with Housing Benefit Office, Employment Services, Social Services, Probation Services and other authorities as necessary in relation to housing management.

11. Ensure that residents are compliant with and kept fully informed and consulted on matters affecting their Licence Agreement and they understand their rights and responsibilities. Eg, respecting other residents, non-use of drugs.

12. Liaise with Housing Service Manager concerning breaches of the tenancy / Licence Agreement at an early stage and help seek positive resolutions.

13. Make regular visits to the residents in their property to ensure safety and security of the accommodation and deliver and monitor housing management and facilitate support services, including the management of tenancy disputes.

14. Deliver housing services including arranging the servicing of appliances and advice on safe use of equipment and appliances where applicable.

15. Maintain information relevant to the client group including information on issues and organisations relevant to the welfare and support of vulnerable people.

16. Act as a point of contact in emergencies and when out of hours services are needed.

17. Ensure incidents / problems are fully reported and investigated and take action to resolve problem or take holding action until a permanent solution is found.


18. Undertake regular visits to the housing properties to inspect the accommodation and get resident feedback to ensure that repairs and cleaning of the buildings are carried out promptly to a high standard and that safety and security is maintained.

19. Arranging a high volume of repairs and maintenance that are required in general needs housing.

20. To carry out an end of licence visit with the resident to ensure the property is left in a good conditions

21. To complete a void report when the property becomes vacant and submit to the Housing Services Coordinator / or their representative to minimise void periods.

22. Work to ensure the general security of the buildings including the testing of the alarm systems, CCTV, door entry and communications systems where applicable.


23. Prepare statistical and other reports as required by stakeholders or as requested by the Housing Services Coordinator ensuring all administrative functions are carried out efficiency as necessary for the post.

24. Contribute to the review of paperwork, policies and procedures and systems used with the housing services to improve services and ensuring best practice.

25. Promote the aims and purposes of the YMCA, including respecting the Christian Ethos of the Association and upholding its Values.

26. Participate in Housing Staff meetings and other housing related meetings with residents and stakeholders as required.

27. To represent the association at agreed external meetings and report back to the Housing Services Coordinator.

28. Carry out work responsibilities in line with the Association’s policies and procedures including safeguarding, equality and diversity, staff development and ensuring the health and safety of self and others at all times.

29. All employees are expected to support any fundraising activities and, wherever possible, to be involved in Fundraising Events.

30. To carry out any other reasonable duty as requested by the Housing Services Coordinator or Operations Manager for Housing and Youth Services.
Person Specification

Housing anad Tenancy Sustainment Officer

Requirements How assessed
Experience and Knowledge 1 Current in depth knowledge of housing issues and legislation, particularly retaining to homelessness.
2 Knowledge of the benefits and welfare system
3 Knowledge of external bodies associated with and or affiliated to supported housing
4 Experience of working in a supported housing environment with vulnerable and challenging adults
5 Experience of report writing and completing statistical reports
6 Experience of working in and handling stressful situations. A.I.T.

Training and Education
1 Training relevant to supported housing and the client group
2 Excellent level of education ( literacy, IT and numeracy) 
Skills and abilities

1 Ability to demonstrate an empathetic and person centred approach
2 Ability to demonstrate and understand the importance of effective team working
3 Ability to work with minimal or no supervision and to use initiative
4 Ability to multi task and prioritise using effective organisation and planning skills
5 Ability to solve problems
6 Excellent communication skills
7 Ability to work with discretion, integrity and confidentially

Other work related requirements 1. Ability to support YMCA Black Country Group aims, including respecting the Christian Ethos of the Association and upholding its Values.
2. Willingness to undergo a satisfactory DBS check.
3. Understanding the needs of people from diverse cultural, social and racial backgrounds.
4. Flexible with regard to working hours as required including availability to work on an “on Call” rota and provide cover sometimes at short notice.
5. Ability to travel between Sandwell housing sites. A.I.

How and when assessed

(A) From application form
(I) During interview
(T) During test
(D) from documentary evidence (e.g references, qualifications, work samples driving licences etc)