Legislation and regulation

Understand the principles, practices and legislation relating to current landlord and tenant law for the letting, maintenance and termination of a variety of tenancy types, including but not limited to: shorthold, assured, secure, long leasehold and shared ownership.

Understand the principles, practices and legislation as it applies to governance, court proceedings, contracts, data protection, safeguarding and other relevant areas

Understand  legislation and regulations as they apply to housing standards

Organisation background Information

Understand the principles, priorities and values of the organisation they work for, including an awareness of the business plan,  the range of services available to clients and customers, , the roles and responsibilities of others and team targets and or Key Performance Indicators.

Assets

Understand the social and physical context of estates /neighbourhoods and how to resolve defects, common problems, health and safety issues and repairs to dwellings.

Customers

Understand the diversity of the communities which the business serves.

Context

Understand the current and historical context of social/rented/affordable/private housing and the broader housing market.

Range of services

Have an appreciation of the range of applicable housing services  for example repairs and maintenance, allocations, lettings, tenancy sustainment, financial and social inclusion, anti- social behaviour, care and supported housing, rents, service charges and portfolio accounts and community involvement.

Organisational policies

Understand the principles, policies and practices of the organisation they work for in terms of customer and client care, employee code of conduct, team working, risk, personal safety, health and safety, equality and diversity, safeguarding and business communications.

Customer Service

Apply a range of customer service skills in order to provide a professional, accurate, timely, ethical and non-judgemental front line service which meets the needs of a diverse range of customers and stakeholders

 Communication

Demonstrate appropriate communication skills to enable timely identification and/or resolution of issues for customers and appropriate signposting to other colleagues and/or partner agencies.

Collaborative working

Work collaboratively with colleagues and partners to achieve individual, team and business targets.

Respond to vulnerability

Use skill and judgment to understand the needs of vulnerable individuals and groups(including those with complex needs) and respond appropriately

Information collection and sharing

Use a variety of methods to identify, collect and communicate technical and other information in a confident and effective manner.

Influencing and negotiating skills

Influence and negotiate with customers, partners and suppliers.

Self-management

Organise and plan their own work to ensure tasks are completed and deadlines met.

Problem solving

Use a problem solving and flexible approach in their day to day duties.

Tools and equipment

Effective use of IT equipment and software, through administration and the appropriate use of work equipment

Decision making

Effective decision making in order to apply the businesses objectives and priorities.

Responsive

Takes timely and responsive action to address issues

Trust and Integrity

Develop trust by working in a confidential, ethical and empathetic manner with a common sense and professional attitude.

Adaptability

Willingness to accept changing priorities and work patterns

Independence

Work independently and effectively without close supervision.

Dependability

Meets personal commitments and expectations of others

Personal commitment

Takes responsibility for their own personal and professional development.

Resilience

Has a high level of resilience, tenacity and calmness

Role model

Acts as an ambassador / role model for their employer with customers, clients and partners.

Customer Care

Demonstrates a responsive approach to customer needs and understands their personal impact on customers and their lives

Team work

Values team work and is an effective team player, accepts responsibility for the work of themselves and others.