Division:
Job Title:
Grade:
Landlord Services Housing Asset Management
Customer Liaison Officer (Housing Asset Management
Team)
Scale 5
Post Number: M292
Base/Location:
Responsible To:
Responsible For:
Limehurst Depot
Principal Officer, Investment & Programme Delivery
PO4
No supervisory responsibility
Key Relationships/
Liaison with:
Tenants, leaseholders, contractors, councillors, support workers from other agencies, families and carers.
Job Purpose

To provide effective liaison between tenants, leaseholders and contractors

Problem solve issues arising and complaints in relation to decent homes, repairs and other improvement works
● Delivery of an effective and appropriate service to all service users, fairly and
without discrimination.
Main Duties and Responsibilities
1
2
Act as the link between contractors and tenants who are receiving work to their premises, explaining overall nature of the work to be done and dealing with queries arising. This will involve problem solving often at short notice, and in emergency situations.
Assist with arranging access to properties where tenants have not responded to attempts to make appointments for work to be done, including gas servicing, asbestos surveys and removal and decent homes work.
3
Work closely with contractors’ Resident Liaison Officers to ensure effective communications with tenants and leaseholders, ensuring that queries are passed on and resolved. Problem solve and resolve complaints, monitoring to ensure all are ensured within target.
4. Investigate complaints and queries, responding to tenants in writing, in

5
6
7
8
9
10
11
12
13 person and over the telephone, administering and updating the LAGAN data base.
Undertake research and carry out telephone satisfaction surveys to measure satisfaction with work carried out. Analyse results of postal surveys, producing reports with outcomes.
Provide support and communication with residents who are decanted during works, ensuring that queries are resolved and that residents are kept up to date.
Arrange alternative accommodation, decanting, packing, removals and unpacking, transfer of utilities and services and associated works for tenants who are being decanted/moving back to their own homes following works, liaising with families where necessary.
Send out notification letters to tenants giving advance notice of work to be done and dealing with queries arising, liaising with residents prior to commencement of works.
Carrying out consultation with tenants over work to be done, consulting on colour choices, layout of kitchens, and other areas where tenants can exercise choice.
Identify vulnerable tenants and their support needs. Ensure effective support is put in place and that there is effective, timely communication with the vulnerable tenant and their families/carers.
Carry out door to door home visits to local residents as necessary to tenants receiving repair and improvement works.
Support and service tenant meetings, including Charnwood Housing
Residents Forum, Senior Citizens Forum, Lease holders’ Forum, Repairs
Scrutiny Group, Tenant Inspectors, and any other focus or scrutiny group.
This will involve arranging meetings, booking rooms, agreeing and despatching agendas, papers and minutes, attending the meetings, arranging transport and the payment of expenses as appropriate. Some of these meetings may occasionally take place in the evening.
Arrange for mystery shopping to be carried out into repairs, decent homes works and other parts of the housing service. This will involve setting up the group of tenants, providing training, developing the project plan, monitoring its delivery and carrying out the tasks on that plan, and writing up the final report with recommendations.
14 Prepare newsletters and information leaflets to tenants and leaseholders.
15
Arrange and carry out a range of involvement activities to support the overall delivery of the Customer Engagement Strategy. This will involve facilitating effective tenant scrutiny of the service and working closely with residents, including facilitating the work of tenant inspectors/representatives. This will also require the post holder to

encourage, support and plan customer engagement and associated training.
Special Factors

The nature of the work may involve the jobholder carrying out work outside of normal working hours.

Post holder must have access to a car and have a driving licence. Essential user car allowance will be paid.
This job description sets out the duties and responsibilities of the job at the time when it was drawn up. Such duties and responsibilities may vary from time to time without changing the general character of the duties or the level of responsibility entailed. Such variations are a common occurrence and cannot in themselves justify a reconsideration of the grading of the job.
Charnwood Borough Council is seeking to promote the employment of disabled people and will make any adjustments considered reasonable to the above duties under the terms of the Equality Act 2010 to accommodate a suitable disabled candidate.
Date Prepared/Revised: 23 January 2014