Property and Tenancy Support Manager
As the Property and Tenancy Support Manager for the Aspire Group you will ensure all tenants receive a responsive, high-quality repairs service that meets expectations, offers good value for money and meets all related key performance indicators (KPIs) in line with Health and Safety requirements and Housing Regulations.
You will be responsible for the effective management of property maintenance, ensuring all in-house and external contractor performance meets timescales and are carried out in line with legislation and best practice standards across the services portfolio. This will include ensuring properties are compliant with the Better Homes Standards and there is minimal impact on void levels across the portfolio.
You will be part of a small busy team providing day to day support to the organisation. Your focus will be acting as the first point of call for repairs and maintenance queries, managing the repairs and maintenance team in their completion of scheduled works and collaborating with external contractors to get things done.
This is a dynamic and hands-on role that sits at the heart of our housing operations based in our Head Office in Newcastle City Centre with a portfolio that spans across the Northeast of England. You will work closely with landlords, tenants, support teams, and council representatives to ensure properties are compliant, well-maintained, and ready to meet the needs of tenants in line with the housing regulations.
You will have proven experience of working in a supported housing sector, preferably with people experiencing multiple disadvantages or the right transferable skills and knowledge to effectively undertake the role.
If you thrive in an autonomous organisation, have a strong understanding of social housing, repairs and maintenance, and enjoy building relationships that are effective, we would love to hear from you.
Salary
You will earn up to £30,000 per annum based on experience. Working a 37.5 hour week you will predominantly be based in Head Office Monday to Thursday 8.30 – 5pm and 8.30 to 3pm on a Friday but expected to travel to the properties to undertake the duties associated with this role.
Property and Tenancy Support Manager
Key Responsibilities
Property and Asset Inspection:
· Conduct and arrange property inspections ensuring compliance with legislation, housing standards, Health and Safety, RIC compliance and Better Homes Standards is achieved.
· Ensure effective systems are in place to track, schedule and monitor requirements from inspection and their timescales through to completion and review.
Property and Asset Maintenance:
· Manage a dedicated portfolio of properties and associated assets ensuring effective systems and processes are in place to track repairs, timescales for works and compliance with the Better Homes Standards.
· Maintain accurate estate records and manage inventory budgets.
· Coordinate and monitor maintenance and turnaround works, delegating tasks to contractors or internal teams and ensuring a tight grip on costs, timescales and evidencing actions taken.
· Monitor and maintain an up-to-date contractors' list.
· Ensure voids are managed in a timely way to maximise use of all properties across the portfolio in line with the business need.
· Oversee Quality Assurance, Consumer Feedback, and delivery against KPI’s.
Stakeholder Liaison and Tenancy Coordination:
· Facilitate pre-tenancy move-ins, coordinate tenant placements, and address welfare or property concerns.
· Oversee tenancy agreements and related documentation.
- Maintain regular communication with all stakeholders regarding property status and tenant feedback.
- Manage nuisance orders, collect information, and refer cases to the neighbourhood nuisance team.
- Ensure the safeguarding of tenants in line with local practices. This includes working with statutory partners.
· Attend meetings with stakeholders to discuss rent reviews, tenant behaviour, and property issues.
· Build relationships with the community and work with others to promote community safety.
Tenant Management
· Serve as the primary contact for tenants for all repairs and maintenance taking responsibility to ensure effective systems are in place to report any property concerns or issues.
· Ensure the delivery of an effective customer service with the ability to have honest conversations with tenants / stakeholders and manage difficult conversations.
· Ensure all compliments and complaints are managed in line with policy and best practice ensuring transparent systems are in place to evidence on going improvements across the service.
Financial Oversight and Quality Assurance:
· Ensure quality and cost-effectiveness repairs and maintenance is achieved in a timely way for all properties and assets. This will include a forecasted schedule of works to ensure all properties and assets remain fit for purpose and of a decent standard and compliant.
· Ensure properties and assets are safe and legally compliant within the legislative framework in which we operate.
· Support the Housing Lead in the delivery of an effective Quality Assurance Framework, Consumer Feedback, and delivery against KPI’ in line with the Housing Regulator and other requirements.
· Review systems, processes and implement changes on a regular basis to drive continuous improvements in line with best practice.
· Develop effective regular management reports covering all activities within Responsive Repairs and Voids to enable monitoring of performance and effective targeting of resources.
- Support rent setting and develop policies to deal effectively manage services.
Leadership and Management
· Support the Housing Lead with the successful delivery of the Housing Boards contributing to the smooth running of all governance arrangements.
· Provide regular updates to the Housing Lead and Managing Director.
· Lead and manage a small repair and maintenance team, ensuring oversight and support is provided.
· Ensure all activity is fit for inspection from the housing regulator, social care inspectorate and Local Authority Teams.
· To deputise for the Housing Leadwere requested to do so.
Other considerations
Working conditions:
· Working a 37.5 hour week you will predominantly be based in Head Office Monday to Thursday 8.30 – 5pm and 8.30 to 3pm on a Friday.
· This role is office based with travel to sites across the Northeast to undertake duties in line with the role.
· It is important to note that although emergencies requiring out-of-hours support are expected to be rare, the postholder may occasionally be required to respond during evenings or weekends to meet the needs of the service in exceptional circumstances.
Additional Duties:
· The responsibilities contained within this job description are indicative, but not exhaustive. As the role develops, the requirements of the post may change, and as such the post is subject to review in discussion with the post holder.
· The post holder may be required to undertake other duties from time to time as the organisation may reasonably require which are commensurate with the grade of the post.
· The post holder will be responsible for ensuring they remain up to date with current legislative changes and best practice standard’s from across the sector. This will include an initiative-taking response to their own CPD needs and ongoing development.
· The post holder shall comply with the organisation's policies and procedures, ensuring appropriate actions and reporting protocols are always followed.
Qualifications and Experience:
· Minimum of 2 years’ experience in social housing management, including tenancy and income management is desired.
· Chartered Institute of Housing (CIH) qualification or L4 equivalent, or willingness to work towards is desirable.
· Experience of using ICT systems - housing management, CRM systems, and Microsoft office software.
· Knowledge of local housing strategies and partnership working.
· Strong knowledge of housing legislation, welfare reform, and safeguarding.
· Experience with property management systems and data reporting tools.
· Excellent communication, interpersonal, and negotiation skills with a range of stakeholders.
· Strong time management and organisational / project management abilities.
· Ability to maintain high standards of customer service and operational efficiency.
· High levels of personal drive and ambition to deliver (and exceed) against strategic objectives.
· An Enhanced Disclosure is required for this position.
· Full UK driving licence.
Pay: £24,420.00-£30,000.00 per year
Benefits:
Work Location: In person
