Housing and Property Management Apprenticeship
Housing and Property Management Apprenticeship
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Job Description
Housing and Property Management Apprenticeship at Roupell Park RMO Ltd
The Housing Assistant will work closely with the Housing Officer and wider team to deliver highquality housing management services to general needs and leasehold customers at Roupell Park. This role will play a key part in supporting tenancy sustainment monitoring key performance indicators (KPIs) and ensuring strong tenant satisfaction.
**This is a homebased role so the ability to work effectively from home is essential.**
Apprenticeship Overview:
- Salary:12 an hour
- Working Week: Monday 10am 5pm Tuesday 10am 4pm Wednesday 9am 5pm Thursday 10am 5pm Friday 9am 4pm with a 1 hour unpaid lunch break
- Duration:21 months
- Hours:30 hours per week
- Level 3 Housing and Property Management Apprenticeship standard qualification
- Online training and support by our dedicated tutors
- Address:Brockham Drive London SW2 3RY
What youll do at work:
- To provide and deliver efficient effective customer orientated Housing Maintenance services.
- To deal with enquiries into RPRMO supporting a right firsttime approach where enquiries fall outside the remit of the Housing team.
- Work closely with a range of internal and external partners will be key to delivering a consistent and responsive service.
- Act as the first point of contact for tenants reporting repairs and maintenance issues.
- Log repairs requests in the housing management system accurately.
- Liaise with the DLO and external contractors to schedule repairs ensuring prompt response times.
- Monitor outstanding repairs keeping residents informed of progress and resolution times.
- Ensure that repairs are completed in line with KPIs especially those related to emergency and urgent repairs.
- Provide reception duties for the main office greeting tenants and visitors in a professional manner.
- Answer phone calls and respond to email queries from residents dealing with complaints repairs or other enquiries efficiently.
- Log all resident interactions ensuring accurate recordkeeping to inform future actions and responses.
- Support efforts to measure and improve tenant satisfaction including conducting surveys and gathering feedback on repairs and other housing services.
- Respond to tenant complaints in a timely and professional manner.
- Assist in monitoring tenant rent and service charge accounts making contact with tenants who are behind on payments.
- Provide advice and support to tenants facing financial difficulties working with the Housing Officer to offer payment plans or support in accessing financial assistance.
- Maintain accurate records of rent arrears and contribute to reducing arrears in line with RPRMO targets.
- Provide administrative support in tenancy sustainment activities including referrals to support services organising tenancy reviews and tracking outcomes.
- Assist tenants with any queries related to their tenancy agreements and services available to help them stay in their homes.
- Log and assist in managing ASB complaints ensuring they are escalated appropriately to the Housing Officer or external agencies.
- Provide updates to tenants on the progress of their ASB complaints maintaining confidentiality and professionalism.
- Identify and report safeguarding concerns to the Housing Officer or appropriate safeguarding authority ensuring tenant welfare is prioritised.
- Work with external services to support vulnerable tenants following safeguarding policies and procedures.
- Promote equality and diversity in all aspects of service delivery and resident interactions ensuring all tenants are treated fairly and respectfully regardless of their background.
- Support RPRMO in delivering services that are accessible and meet the diverse needs of the community.
- Work towards achieving specific KPIs for repairs completion tenant satisfaction rent collection and ASB case resolution.
- Provide regular updates to the Estate Director on progress towards KPIs and suggest improvements where needed.
- Help organise community events and activities aimed at enhancing tenant engagement and satisfaction.
- Build customer confidence in digital channels and demonstrate your own personal commitment to using new digital tools for delivering excellent customer service.
- Understanding of GDPR legislation and a commitment to confidentiality
- To carry out any other duties reasonably requested by the Estate Director.
Skills:
- Communication skills
- IT skills
- Attention to detail
- Organisation skills
- Customer care skills
- Problemsolving skills
- Presentation skills
- Administrative skills
- Nice personality
- Resilient
- Confident
Your training plan:
The successful candidate will obtain a Level 3 Housing and Property Management Apprenticeship standard qualification.
Each apprentice will have a dedicated tutor who will conduct monthly remote tutorials and reviews providing continuous support throughout the apprenticeship program. Depending on the apprentices needs the frequency of these sessions may vary.
What is the expected career progression after this apprenticeship
Potential fulltime employment for the right candidate upon successful completion of the apprenticeship.
Preemployment checks. Please be aware that upon a successful offer of employment the company completes digitalised righttowork checks and DBS applications via an external provider Matrix Screening. The company also completes an internal online social media search in line with Keeping Children Safe in Education guidance.
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Employment Type
Trainee
