Patch Manager – Band 5

Location: Derry/Londonderry
Salary: £16.90 per hour
Hours: 37 hours per week
Duration: Temporary, Full-Time
Working Pattern: Monday – Friday, 8:30am – 5:00pm (flexible working)
Access NI: Basic clearance required

Application Deadline: 5pm 5th October

Apple Recruitment are currently recruiting for a Patch Manager (Band 5) on behalf of a public sector organisation based at Derry/Londonderry.

This is an excellent opportunity for someone with experience in housing, tenancy management or customer-focused services to support tenants, manage housing matters and contribute to the effective management of properties and communities within an allocated patch.

Key Duties

• Manage tenancies within an allocated patch, including new and existing tenancies and other tenure types.
• Manage tenancy terminations and Housing Executive empty properties (voids), including monitoring and reporting on performance.
• Support tenancy commencement activities, including the tenancy sign-up process and explaining tenant and landlord responsibilities.
• Provide practical advice, information and support to tenants on housing, rent accounts, affordability, personal finance and other tenancy-related matters.
• Work proactively to sustain tenancies and prevent tenancy failure and homelessness.
• Manage rent accounts and take early and effective action to prevent and reduce rent arrears.
• Carry out affordability checks and support tenants to maximise household income and access appropriate benefits or support.
• Deal with tenancy-related issues including anti-social behaviour, tenancy fraud, abandoned properties, non-occupation and tenancy breaches.
• Act as a first point of contact for tenancy-related queries and take appropriate early action to resolve issues.
• Identify vulnerable tenants and work with relevant agencies to arrange appropriate housing-related support.
• Liaise with statutory and voluntary organisations, including social services, PSNI, local councils, health and social care professionals and housing support agencies.
• Manage tenant transfer requests, including assessing customer circumstances and housing needs.
• Undertake appropriate housing assessments and make recommendations regarding housing solutions.
• Investigate and make recommendations relating to succession, assignment, joint tenancy and direct exchange applications.
• Manage leaseholder matters within the allocated patch, excluding service charge collection and debt recovery.
• Support estate management and address issues that may contribute to tenancy failure or estate decline.
• Liaise with maintenance teams and other relevant agencies to ensure properties and grounds are maintained to an appropriate standard.
• Support planned maintenance schemes, including tenant consultation and liaison between contractors, residents and tenants.
• Oversee arrangements for tenants who need to move to alternative accommodation while works are being undertaken.
• Conduct property surveys and maintain accurate property and rent information.
• Engage with community and resident groups and support community involvement, cohesion and safety.
• Work with relevant agencies to prevent and resolve anti-social behaviour and community safety issues.
• Provide a high level of internal and external customer service, taking ownership of customer queries and complaints through to completion.
• Maintain effective working relationships with internal and external stakeholders.
• Draft responses to letters and complaints relating to assigned cases.
• Manage relevant performance measures and ensure records and outcomes are accurately maintained.
• Attend meetings and represent the Housing Executive within the local community where required.
• Comply with all relevant organisational policies, procedures, equality, health and safety and information governance requirements.

Essential Criteria

Applicants should have:

• Experience working in a housing, tenancy management, property management, customer service or related environment.
• Experience dealing with customers and managing customer queries and complaints.
• Experience managing competing priorities and working to deadlines.
• Strong communication and interpersonal skills.
• Ability to provide practical advice, information and support to customers.
• Ability to deal with sensitive and sometimes complex tenancy and customer issues.
• Strong organisational and administrative skills.
• Ability to work collaboratively with internal colleagues, external agencies, contractors and community stakeholders.
• Ability to use IT systems effectively and maintain accurate records.
• Ability to work independently and take ownership of allocated cases and responsibilities.
• A customer-focused approach and commitment to delivering a high-quality service.
• Basic IT proficiency.

How to Apply

If you wish to apply or would like more information, please email your CV to Darcie at darcie.donohoe@applerecruitment.com

Please ensure your CV is accurate and up to date, including your full employment history and relevant housing, tenancy management, customer service or administrative experience.

All details will be treated in the strictest confidence.

Apple Recruitment Services is acting as an Employment Business in relation to this vacancy. Apple Recruitment Services is an Equal Opportunities Employer.