A Housing Association is currently looking for a number of Property Management Officers on a temporary basis.
Provide an excellent property management service to residents within your patch, being
accountable for the overall experience they receive.
Ensure that any issues raised by residents through all communication channels (including
digital) are resolved in a timely and appropriate manner whilst maintaining proactive and
Manage, engage with and influence external suppliers, contractors, managing agents, local
authority officers and local police services to aid delivery where necessary.
As required, work with others to manage any resident dissatisfaction (including formal
complaints and MP enquiries) quickly, sensitively and in line with policy.
Use resident feedback alongside your own investigation to identify common issues and develop
and implement action plans to meet individual and scheme wide needs in line with customer
Work with internal stakeholders, including those businesses responsible for other tenures,
finance, regeneration and assets and development to resolve any issues that may arise.
Adapt to resident needs across all tenure types of the estates and blocks you manage.
Appropriately manage any reports of antisocial behaviour and covenant breaches effectively and
in line with policy.
Ensure blocks and estates are maintained and in good condition by carrying out regular estate
inspections in which you will be responsible for identifying any issues and taking appropriate
Diagnose, order and manage repairs across your blocks and estates. Seek appropriate support
from surveyors, specialist technical contractors and managing agents where necessary. Take
overall responsibility for ensuring repairs are delivered quickly, effectively and economically (to
Take ownership of making insurance claims in respect of any perils covered under the relevant
policy that occur at your schemes.
Appoint compliant, effective and value for money contracts for all aspects of property
management using the appropriate frameworks or delivery mechanisms.
Proactively and effectively manage the work of contractors and managing agents using
appropriate procedures and contract management tools.
Identify and influence the appropriate specification and delivery of cyclical maintenance and
Take the lead on issuing and managing a compliant section 20 consultation process
Take responsibility for setting the service charge budget across your patch ensuring it is devised
compliantly and appropriately.
Effectively and compliantly manage the service charge expenditure across all schemes on your
Manage monthly variance report expenditure accordingly.
Ensure service charges accounts and budgets are served and billed compliantly and in in line
with the required processes. This includes internal intercompany billing of service charge costs
to other departments.
Take responsibility for the income collection across your patch in respect of rent and service
charges in line with key performance indicators.
Establish a good payment culture across rent and service charges across your patch. Signpost
residents with financial difficulties to the appropriate support system.
Lead on case management of formal challenges through channels such as the housing
ombudsman, first tier tribunal, county court and other external bodies. Enlist appropriate support
from the management team, internal departments and external technical support and solicitors
Ensure all documents are saved and logged correctly on appropriate systems in line with policy.
Act as a champion for department requirements across projects as and when required.
Ensure required contracts are in place across new build properties pre occupation and any
defined management strategy is embedded across new schemes.
Take ownership for defining and setting the service charge appropriately for a new build scheme
working with delivery, development and sales to ensure it is fit for purpose, realistic and future
Attend and actively engage with handover meetings to ensure all compliance documents and
keys required for ongoing management are in place.
Work closely with the defects team to oversee and develop a proactive and customer focused
defect and aftercare service for customers. Take overall ownership of communal defect
resolution, highlighting any ongoing risk and escalating when things go wrong.
Provide a positive and welcoming introduction to residents in their new home and where
appropriate, ensure residents are aware of how to operate the various facilities within their home
through guides, documents and user tours.
Deal with complaints and oversee complex defect cases with appropriate stakeholders including
external developers and technical support, to ensure a satisfactory outcome.
Ideally have a background in property management or experience of working in housing
Excellent communication skills
Must be immediately available or on short notice