Legislation and regulation

Know the principles and practices of relevant landlord and tenant law, applicable Codes of Practice and relevant legal frameworks or know where and/or who to ask if they are unsure.

Organisation background information

Have knowledge of the organisation’s business plan, organisation values, the range of services available to customers, clients, team targets, key performance indicators and understand how their role fits into the organisation.

Assets

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

Customers

Know the diversity and needs of the communities in which the business serves.

Context

Know the current and historical context of the housing market, including social and affordable housing, private rented and owner occupation.

Range of services

Know the range of housing services. For example repairs and maintenance, allocations, lettings, tenancy sustainment, financial and social inclusion, energy efficiency and waste management, anti social behaviour, care and housing support services, rents and fees, service charges and portfolio accounts, and community involvement.

Quality Standards

Know the quality standards of the business. Examples include standards of the neighbourhood, property, building and customer service.

Organisation policies

Know the principles, policies and practices of the organisation in terms of customer care, complaints  handling,  employee  code  of  conduct,  team  working,  risk  assessments  personal safety, data protection, health and safety, equality and diversity, safeguarding and business communications.

 Customer Service

Be able to 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.

Respond to vulnerability

Uses appropriate levels of skill and judgment to understand the needs of vulnerable individuals and groups (including those with complex needs) and respond accordingly.

Communication

Demonstrate effective and appropriate communication skills to enable timely identification and resolution of issues. Be able to signpost customers who need additional support to other colleagues, partner agencies.

Administration

Be able to apply a range of administrative skills in order to support a range of housing and property related services.

Information collection and sharing

Understand and be able to use a variety of methods to collect and present information such as resident, neighbourhood and property data in an effective manner. Information and data must be collected, recorded and presented accurately.

Team work

Work with internal colleagues and external partners to achieve individual, team and business targets. Work with colleagues to identify solutions to problems, appreciate the importance of team working and where they fit within the team.

Time management

Organise and plan work in a flexible manner to ensure tasks are prioritised and completed within agreed timescales.

Tools and equipment

Effective  use  of  IT  equipment  and  software,  including  housing  and  property  management software. The appropriate use of housing and property related work equipment.

Decision making

Effective decision making in order to ensure work tasks are completed in line with instruction and on time.

Responsive

Takes timely and responsive action to instructions given, building towards working independently.

Trust and integrity

Develops 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.

Dependability

Meets personal commitments and expectations of others.

Personal commitment

Takes  responsibility for  their own  personal  development,  safety  and  training. Act  as  an ambassador for the organisation.

Customer care

Demonstrates a responsive approach to customer and client needs, and has an awareness of the organisation’s impact on customers and their lives.

Team work

Be an effective team player, accepts responsibility for their work.