Job Description
Job title
Asset Resident Liaison Officer
(Fixed Term / Maternity cover – 9-12 months)
Salary
£22,217 per annum
Location
North Devon Homes Limited, Westacott Road, Barnstaple, EX32
8TA
Responsible to
Planned Maintenance Manager
Responsible for
No staff
Role Purpose
To ensure the company meets its obligations in regeneration,
refurbishment and development to meet the demands of the
decent homes standard 2010-2015.
Plan, provide and manage consultation process for tenants living
in pre cast reinforced properties.
Provide and project manage the decanting and home loss
procedures and service to guide and support residents
throughout the refurbishment and redevelopment processes.
To ensure that a good quality service is delivered to the
customer, wider community and all internal and external
stakeholders. Continuously seek to improve upon the service and
delivery effectively and efficiently to meet the aims of the
business plan objectives and statutory and regulatory
requirements.
Supporting Planned Maintenance and Development to liaise with
all internal staff, customers, partners, contractors and external
organisations to ensure smooth delivery of the refurbishment and
regeneration projects.
To assist with Consultant liaison including development of
refurbishment options.
Key Accountabilities
To take a key role in the delivery of the regeneration,
refurbishment and development programmes.
Play a key role in arranging, coordinating and delivering large
scale consultations to residents and stakeholders who are central
to the refurbishment and redevelopment works.
To be the key point of contact for all residents and stakeholders
affected by works. To provide and promote a package of support,
assistance and advice to all tenants.
Actively seek out other support mechanisms and services
available to residents through knowledge of community
development and partnership working.
Project manage the decant and home loss procedures and
services, to guide and support all residents throughout the
refurbishment and redevelopment processes.
Researching and reviewing all relevant policies, procedures and
changes to take into account best practice, regulatory code and
guidance.
Make recommendations for changes and improvements and
assist with consultation on any changes.
Liaise with managers and promote opportunities for residents
and stakeholders to explore and play their part in regeneration
and neighbourhood renewal objectives.
Ensure that the decant regeneration procedures & processes
comply with internal policies, procedures, housing corporation
and good proactive standards.
Project management of tenant and resident liaison for each
regeneration programme to include all consultation and
arrangements, operational responsibility for the decanting
programme.
Management and implementation of home loss procedure in
terms of development
Undertake property inspections before, during and after
refurbishment for decants. To include pre and post inspection of
void properties. To assess suitability for tenant relocation.
Responsibility for recording and reporting decant and
refurbishment performance and finance information to Asset
manager at regular intervals includes budget control.
Set targets, monitor performance and cost of tenant aspect of all
projects and report to manager.
Represent the company to internal and external stakeholders in
relation to the asset management departments work
development and planned maintenance sections; to include
consultation liaison and negotiation as necessary.
Ensure that project files and individual tenant files are
meticulously kept for auditing purposes. Continuously undertake
a review of project files to ensure efficiency.
Liaise and establish working relationships with the local authority,
partners and internal and external agencies to encourage
involvement and to update on progress of individual projects.
Provide efficient, regular internal bulletins using all resources to
assist with updating housing management and maintenance
teams of any refurbishment or redevelopment works.
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Adhere to and promote North Devon Homes’ policies and
procedures, giving attention in particular to the Equality and
Diversity and Health and Safety Policies. To use any equipment
in accordance with the instructions and any training provided and
wear personal protective clothing and safety equipment as
directed.
Customer focus
Promote a culture of openness customer focus, participation,
high standards performance and accountability in which staff
share a common sense of purpose and are encouraged to use
their own initiative to the benefit of consumers.
To provide advice and support to all individuals and owner
occupiers throughout refurbishment programmes.
Undertake project specific internal liaison and individual project
briefings with Housing Management, Repairs and Customer
Involvement, finance and IT. Create awareness of service
delivered to customers and to ensure smooth transition of the
tenant relocation process.
Working with others
Regular contact with Board Members, Directors, Senior
Managers, members of staff, professional consultants, residents,
customer forum members, contractors, developers, external
agencies, regulators and other organisations.
Work with others including Housing and Customer Involvement
Managers to consistently review and improve the service delivery
to customers.
Maintain a close working relationship with front line staff to
ensure success of programmes and customer satisfaction.
Play a lead role in liaising and negotiating to ensure the company
enjoys a close and positive working relationship with partners,
local authorities and other key agencies.
Work closely with Development team and Rents team.
Promote a professional and positive image of North Devon
Homes and its activities with external partners, consultants and
contractors and where required represent North Devon Homes
externally.
All staff in all areas of Asset Management are expected to assist
each other and share work when it becomes necessary to ensure
the department continues to work efficiently.
Managing and developing
services
Assist the Asset Manager in producing a PRC strategy and
developing policies & procedures to meet the decent homes
standard.
Prioritise own workload on a daily, weekly, monthly and annual
basis.
Recognise and promote real opportunities for active long term
3
customer involvement.
Make day to day decisions based on business and tenants
support need.
Regular monitoring & review of policies and procedures.
Assist in streamlining key processes to maximise resources
efficiency.
Promote a culture of openness, customer focus and participation
good performance and accountability in which project team
members share a common sense of purpose and a re
encouraged to use their own initiative for the benefit of
customers.
Managing and developing
people
Provide management, leadership and guidance to motivate staff
to deliver the highest quality of service and performance targets.
Promote and carry out the company’s performance management
system carrying out appraisals, feedback, identify training needs
and arrange in consultation with HR.
Administration and IT/Data
Management
Ensure that all relevant services are developed in accordance
with good professional practice and that individual tenant files are
maintained in meticulous detail for audit review purposes.
Keep relevant sections of intranet updated.
Ensure that the internal database is updated with current and
relevant information.
Carry out regular review of policies and procedures and make
changes to take into account adherence to best practice,
regulatory code and guidance.
Ensuring continual development of prc property and tenant
information to assist in the continual improvement of the service.
Record & monitor customer satisfaction and internal/external
energy surveys.
Financial management and
control
Regular monitoring of performance against business plan,
corporate objectives. Delegated authority to identify and resolve
operational issues and to provide advice on remedial action as
required.
Responsible for decanting and home loss budget to an approved
level by line manager.
Check all accounts, and invoices and recommend authorisation
for payment in accordance with procedures.
To plan decant and home loss budget to effectively manage and
monitor expenditure through good financial control information
systems.
4
Provide support to Objective 2 Finance & Monitoring Manager
with GOSW and SWRDA claims and audits.
Other
Carry out any other duties as required by the Chief Executive
The above list is not exclusive or exhaustive. Staff are expected to be professional,
co-operative and flexible in line with needs of the post, department and the needs of
NDH.
The post holder is required to undertake such duties as may reasonably be expected
within the scope and grading of the post.
Terms and
conditions
To work in accordance with NDH Equality and Diversity Policy
To adhere to policies and procedures relating to Health & Safety
To act in accordance with The Data Protection Act and NDH Confidentiality
Policy
To respect and adhere to NDH no smoking policy in all offices
North Devon Homes has an active Staff Forum and encourages union
representation for appropriate matters of staff concern.
NDH is a member of the Social Housing Pension Career Average Re-valued
Earnings Care Scheme final salary pension scheme.
NDH offer a re location package to the value of £8,000
5
Person Specification
Experience
3-5 Years experience within a housing environment
Appropriate financial and budgetary control experience
Experience of implementing and managing change
Experience of managing staff
Track record in service delivery
Experience of project planning and management
Experience of large scale community consultation
Sound experience of customer liaison and customer involvement
projects and initiatives
Extensive experience of decanting and home loss processes
Sound experience of community development and partnership
working
Knowledge
Thorough understanding of delivering front line services to
customers in challenging environments.
Understanding of service delivery to internal and external
customers
Understanding of planning, building construction, contract
tendering and management.
A general understanding of housing refurbishment and
development processes. Ability to interpret drawings and other
technical information.
A good knowledge of decant and home loss procedures.
Skills
Excellent literacy and numeracy skills and attention to detail.
Excellent Communication skills, good networking skills
Excellent people skills, ability to deal with conflict and aggression
Vision to ensure services are moved forward
Excellent decision making skills
Well developed Project Management skills
Analytical ability and able to evaluate and communicate at all
levels.
Ability to work under pressure, prioritise workload of self and
others and meet performance targets.
Computer skills including Microsoft Word, Excel and Powerpoint.
Use of internet and email. Experience of Microsoft project and
SNAP surveying software.
Qualifications
Education of 2 A Levels or equivalent
6
Customer Service
CIH National Certificate in Tenant Participation (or working
towards)
Extensive experience of working in partnership with customers
and colleagues to deliver quality services and continuous
improvement.
Ability to demonstrate a clear commitment to equality of
opportunity and diversity in service delivery and in working with
customers and colleagues.
A commitment to social housing and the aims of a registered
social landlord.
Working with others
Ability to develop and sustain effective working relationships with
colleagues, key partners and stakeholders
The ability to lead and motivate self and others to the
achievement of targets and objectives.
Experience of undertaking effective one to one supervision and
performance appraisals, setting and monitoring performance
targets
Experience of implementing and managing change
Experience of identifying and supporting the development of
individual and team knowledge and skills
Strong interpersonal skills and ability to motivate others towards
common objectives. Consults with and listens to stakeholders.
The ability to communicate and negotiate with and influence a
wide range of people including staff at all levels, residents,
stakeholders, consultants and the local authority.
Personal effectiveness and
results orientation
Ability to work under pressure, prioritise workloads and meet
performance targets.
Ability to plan ahead, identify solutions to problems and resolve
promptly and pro-actively.
Demonstrable ability to develop and evaluate options and the
vision to ensure services are moved forward
Experience of project management in housing or a related field
Generates own ideas, encourages, stimulates those of others.
Enthusiasm and commitment for career progression and
development.
Communication
Ability to communicate clearly and concisely, both orally and in
writing for a wide range of audiences including customers and
work colleagues.
Socially confident and assertive with effective negotiation skills.
7
Financial and business
awareness
Experience of budget setting and management of those budgets.
Ability to analyse and interpret financial information.
An awareness of external factors affecting housing.
Legal compliance
An understanding of the regulatory framework within which RSL’s
operate and the need for compliance with regulatory
requirements.
Willingness to keep abreast of changes in relevant statutory
regulations and legislation.
Other requirements
To hold a full driving licence and have access to a vehicle
available for work when required.
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