Senior Housing with Support Manager

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The role

Senior Housing with Support Manager

Nottingham

£34,140

Overall responsibility

The Area Manager for Later Living Services is responsible for up to 800 geographically dispersed units of accommodation split between Category 1 age designated accommodation, Category 2 sheltered accommodation and leaseholder/shared ownership accommodation. Properties may be centred around community provision, in blocks or dispersed.

The post holder will recruit, train, lead, manage and support a team of site-based colleagues and will be responsible for all aspects of operational activity to include:

• Improving key performance around quality assurance, occupancy, debt, ASB management, customer engagement, complaint handling, safeguarding and compliance (list not exhaustive).
• Contribution to and delivery of the later living strategic plan at a local level and drive a continuous improvement culture whilst maintaining a focus on colleague competency and wellbeing.
• Raising customer voice and encouraging input to help shape services at a local level and building relationships with key stakeholders to support that delivery

• Making sure local service delivery is compliant with all regulatory, statutory, and internal governance/policy requirements.

Colleague Management

Customer Care

• Develop and maintain local multi-agency links for the benefit of customers and MTVH and use these to deliver efficient, co-ordinated services to customers.
• Understand the frameworks in place to support customers at risk and use these effectively.
• Work in partnership with all areas of the business and external providers to provide appropriate support for vulnerable customers.
• Manage complaints effectively, using strong customer and communication skills to resolve complaints at the first stage.
• Develop and maintain local relationships with key local stakeholders, and respond to enquiries from MPs, Councilors and other stakeholders relating to local issues.
• Feedback and engagement with customers on areas such as changes to Service Charges, Planned Works, Service Delivery, own the patch!
• To participate in any response to an emergency situation.

Estate Services

• Be the lead for tenant and resident associations and any other estate or block resident forum, coordinating the input and performance of other internal and external performance areas to deliver a satisfactory outcome for residents and MTVH.
• Represent MTVH at local meetings and events with customers and stakeholders, and act as the public face of MTVH in the local area, and support the work of the Regional Panel.
• Take the lead on managing the local environment, working with customers, contractors and stakeholders to ensure that the environment meets service standards and customer expectations.
• Accountable for regular estate inspections and regular monitoring of service contracts including cleaning and grounds maintenance, acting to drive up standards of our partner contractors.
• Building productive and positive relationships with the accountable people for the contract management in different areas of the business.
• Report and monitor communal repairs reported during an estate inspection, escalating as necessary.
• Manage parking issues
• Conduct non-technical, health and safety checks on a regular basis and report any failures through the designated system, ensuring that remedial works are subsequently carried out

Manage complex tenancy and lease related issues, including succession, mutual exchange, assignment of tenancies.

Deal with service charge queries as required having a good local knowledge of the delivery of services and costs

Tenancy Enforcement

• Take the lead on managing ASB cases in your assigned area, drawing in the support of the specialist Tenancy Enforcement team where needed.
• Deliver a robust approach to tenancy and estate management, including a clear and decisive approach to tackling fraud and subletting.
• Work with the central income team to manage arrears up to a defined limit including resident visits, referral to money advice and pre court action.
• Ensure tenants and leaseholders comply with the terms of their tenancy and lease agreements, undertaking investigations for allegations of anti-social behaviour, and undertaking tenancy and lease enforcement through formal warnings and the legal systems where necessary, including preparing cases for presentation to court.

Lettings Management

• Support colleagues managed to conduct viewings of empty properties with new customers and complete new tenancy sign ups.
• Make sure pre tenancy termination and mutual exchange visits for all properties in the area take place as required, referring to the Property Directorate where appropriate.
• Ensuing settling in visits to ensure the well-being of new customers and refer to internal support agencies take place.
• Liaise with internal teams to promote the efficient management of empty properties.

Budget Management

Recruitment, management, and professional development of Housing with Support Managers and ensuring resources are effectively deployed within their area of responsibility

• Accountable for the Sheltered Housing Service reporting on and meeting internal and external KPI's

• Working with business development to bring on line new initiatives to improve the offer to our customers, colleagues and commissioners.

• Manage relationships with customers, internal departments, managing agents, lease tenants, leaseholders and organisations providing support under an agreement with Metropolitan and follow up actions where required.
• Lead services by example, adhering to business standards, policies, processes, and procedures.

• Embed a positive safeguarding culture across their specified locality and manage complaints and incidents across their specified locality ensuring that policy and process have been followed.

• Contribute to the management of the service income and expenditure budgets effectively, to meet contract and business requirements, maintaining excellent standards of service delivery.

For our full Job Description please see attached documents!

Please note :- we do not currently offer visa sponsorship.

What's in it for you?

Our benefits include:-

• 28 days annual leave plus 8 bank holidays (pro rata for part time) per year
• 2 volunteering days per year for things like helping out in local communities
• An additional 'Beliefs day' once a year to have an extra a day off
• Enhanced pension with matched contributions of up to 9%
• Life assurance cover 3 x your salary
• Health cash plan scheme for your everyday healthcare needs which you can add your family members too
• Tenancy deposit - interest free loan to help with rental deposits
• Access to extensive learning and training opportunities with Wisebox platform
• Colleague virtual social platform with our workplace pages where you can keep up to date with the organisational activity and link in with colleagues
• Career progression across the organisation with our mentoring programme and apprenticeships
• We are committed to the wellbeing of our colleagues and support this as an organisation

About us

Learn more about our benefits and organisation by viewing our attached document

Our promise

Here at Metropolitan Thames Valley Housing (MTVH) we want to capture the value that difference brings and are committed to promoting equality, diversity and inclusion. We work collaboratively 'Serving people better every day' to educate, support and develop all of our diverse employees and the communities that we serve.

We want every employee and every customer to feel comfortable enough to be their true self and are working tirelessly in the background to create an environment that encourages our employees to challenge non-inclusive behaviours and to be mindful of their own and other's wellbeing.

Our core values of Dare, Care and Collaborate demonstrate that we are a people focused business, solving social issues by working together!

We reserve the right to close this vacancy early if a suitable candidate is found so we do encourage you to complete the application as soon as possible to avoid disappointment.