Legislation and regulation

Understand and interpret the principles, practices and legislation relating to current landlord and tenant  law,  relevant  Codes  of  Practice  and  legal  framework.  For  example,  for  the  letting, management and termination of a variety of tenancy types.  These include, but are not limited to, shorthold, freehold, assured, secure, long leasehold, and shared ownership.

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

Understand and interpret legislation and regulation as they apply to housing standards.

Organisation background information and business planning

Understand and interpret the business planning process, financial and risk management, organisation values and structure and the range of services available to customers. Understand organisational performance   management   systems   and   how   the   roles   and   responsibilities contribute to the achievement of the overall business objectives.

Assets

Understand the strategic value of the social and physical context of the estates and neighbourhoods.

Customers and stakeholders

Understand the diversity of customers, clients and stakeholders. Ensure the delivery of services to

meet their requirements.

Context

Have a developed understanding of the historical context and current trends in the housing and property markets (i.e. social, rented, affordable, private sector housing) and the strategic housing market.

Range of services

Understand and provide advice and guidance on housing services, for example repairs and maintenance, allocations, lettings, tenancy sustainment, financial and social inclusion, anti-social behaviour, care and housing support services, rents, service charges and portfolio accounts, and community involvement.

Organisational policies

Understand the organisation’s policies and practices and how they relate to service area(s) and business objective. E.g. policies to deliver the housing services, people management and health and safety.

Customer service

Communication

Demonstrate effective and appropriate communication skills, both verbal and written, in order to manage staff, resolve conflict and communicate effectively with clients, customers, stakeholders and/or partner agencies.

Collaborative working

Lead and work collaboratively with colleagues across the business and in partnership with external organisations to achieve individual, team and business targets.

Respond to vulnerability

Ensure services meet the needs of vulnerable individuals and groups (including those with complex needs).

Information collection and sharing

Undertake data analysis, interrogate,  interpret and disseminate  information using a variety of methods and applications.

Influencing and negotiating

Influence and negotiate with partners and suppliers.

Financial management

Manage budgets and report on financial performance. Ensure value for money.

Performance and project management

Demonstrate effective performance management. Take the lead on projects through effective project management.

People management

Lead, motivate, manage and develop individuals and teams to ensure excellent services are delivered. Coach, mentor and ensure the well-being of staff.

Decision making and prioritising

Apply operational and strategic thinking to inform effective decision making to meet individual, team and overall businesses objectives and priorities. Use a flexible and innovative approach to problem solving. Undertake forward planning.

Tools and equipment

Effective use of IT equipment and software.

Responsive

Take timely, flexible and responsive action to address complex issues.

Trust and dependability

Gain and maintain trust and respect to meet expectations by working in a confidential, ethical and empathetic manner with a professional attitude.

Adaptability

Embrace changing priorities and work patterns when requirements alter.

Self motivation

Work independently and effectively without close supervision.

Resilience

Has a high level of resilience, tenacity and calmness.

Leadership

Be an ambassador and role model.

Customer care

Be responsive and empathetic to client and customer needs.

Team work

Be an effective team leader and player.

Personal development

Be responsible for their continual development. Be a reflective practitioner.