Hi, my name is Lynne Smith, and I am a Housing Officer, one of seven officers responsible for supporting you and your housing needs.
The Housing Officer Team provide support, advice and information about all tenancy matters. Our role is very rewarding, as we can assist you moving into your new home, with mutual exchanges, transfers, neighbour complaints and refer you into the many support services we have to offer. These services range from wellbeing – looking after your health, employment – helping you access training and volunteering, finance – helping you manage your money.
To give you an idea about our role and how we assist you, I would like to share my day with you.
Its 8:30am and first things first – a look through my tasks. This is called a ‘workflow’ which is a range of tasks generated through our housing management system, which helps determine my priorities for the day. No two tasks are alike and can be as varied as making phone contact with tenants or colleagues, responding to emails, updating system records, changing a tenancy name or printing off forms. There is plenty of admin work, yet I need to keep my eye on my diary so I can factor in the travel time to my first appointment for the day.
Its 10:30 am and onto my most rewarding task – colleagues in the allocations team have made an appointment for me to meet with Ms Smith, a soon to be new tenant, to show her around her new home. I ensure that my tablet device is handy so I can digitally process the sign-up, create the tenancy and initiate the first rent payment. During the sign-up I also ensure that Ms Smith is happy with the quality of her new home, is aware of her role as a new tenant and knows the responsibilities of her landlord. The Liberty Gas team are also on hand to check that Ms Smith’s gas is ready for use once the utilities are in her name.
Being a first-time tenant, Ms Smith is considered as introductory and will have three visits from me during the first year. During these visits, I will ensure that she is settling in, is managing her tenancy and will check if support is required with rent matters or any neighbourhood matters. Once these checks are complete and satisfactory the tenancy can change to secure after twelve months.
It’s 12:30pm – I’m on my way to visit Mr Jones who has reported that excessive noise coming from his neighbours has become a cause for his anxiety. Did you know that noise nuisance is classed as anti-social behaviour? This makes it even more important to be able to prove where the noise is coming from and if it is indeed a nuisance. The noise is monitored through use of equipment, or an app. Mr Jones will also be requested to keep a noise diary for two weeks. The recorded evidence is then listened to by regulatory services, our partners at the council, who will then let us know who is causing the disturbance before further action is taken.
In addition to noise nuisance, on a typical day, I could deal with a range of low level anti-social behaviour including cuckooing, neighbour disputes and hate crime. For more serious issues there is a dedicated anti-social behaviour officer, and I often work alongside her in partnership with the police to execute successful drug warrants and resolve other issues.
Its 2:30pm and after a bit of a break – I am off to do pre-termination inspection for Ms Davies who is moving out. I run through the process ensuring she has all the information she needs and explain that all her personal belongings are to be taken with her to avoid these items being removed by us and the costs being charged back to her. I thank her for being a good tenant and on her moving day Ms Davies will have the option of either leaving her keys in a key safe or I can arrange to have them collected.
Tenancy terminations take place often for varied reasons, example a tenant could move into a nursing home, care facility, pass away, move out the area or move to a different property. In all instances, I deal sensitively and empathetically with everyone involved whilst ensuring the legal requirements of the tenancy termination are met.
3:30pm, time flies – whilst in the area I’m popping in to see Joan who emailed me to say she is exploring moving home and needs some advice. Within Cheshire West we use an online system for registering to move. On acceptance of the application a ‘band’ which determines the need for a property is allocated and a bid can be submitted for suitable properties. The wait can be long….so many opt for a mutual exchange, which can be a quicker option than waiting to bid. Thinking of downsizing? Then swapping with a tenant who needs a bigger property can be the ideal solution and I can assist anyone needing support with a mutual exchange to get the process of the ground. Please follow this link to see the range of ways you can get in touch with me.
Its 4:30pm and the day is not yet done. I’ve logged onto the computer to ensure system records are updated with today’s activities and that Ms Smith receives an email welcoming her to her new tenancy along with a copy of her tenancy agreement.
A quick glance at tomorrow’s diary and I will be making a joint home visit with our Wellbeing Officer to check on Jean who is experiencing some personal struggles including financial worries. The money advice team recently helped Jean maximise her income by making sure she is accessing the benefits she is entitled to. On meeting with Jean, we will assess the need for further support and keep the money advice service updated on her progress. After my visit with Jean, I will be attending a formal meeting with colleagues from social services and other partner agencies to review the needs of families we are jointly supporting.
I enjoy the challenges each new day brings, even when matters that weren’t scheduled arise and strive to continuously improve ensuring my work is guided by ForHousing Policies and Procedures.
