Moat Housing Group

MOAT JOB DESCRIPTION & PERSON SPECIFICATION Job title: Estate Manager Directorate: Housing & Customer Services Department: Neighbourhood Services Reports to (title): Retirement Housing Manager Directly supervises: N/A Updated: July 2012

Main purpose of job: To be responsible for Retirement Housing Schemes a portfolio of retirement housing and independent living properties. Provide information and advice to assist residents to make informed choices. To provide a high quality estate management service; ensuring outstanding customer service and service delivery, by acting as a first point of contact for residents.

Key tasks: 1. Ensure that all repairs are carried out quickly and effectively. To ensure that properties are well maintained, welcoming and pleasant to live in. 2. To ensure that tenants are signed up in line with the agreed procedure, ensuring they understand their rights and obligations under the tenancy agreement. Provide residents with advice on rent and service charge payments and/or provide assistance on benefit entitlement. 3. Assist in the setting of the annual service charge budget and the monitoring and control of service charge expenditure locally, and work with residents to develop priorities for minor works and environmental improvements and local offers. Work with the Community Development Officers to encourage resident involvement and feedback. 4. To take responsibility for maintaining health and safety requirements in accordance with Health and Safety policies and site specific risk assessments. Carry out fire alarm, emergency lighting, alarm checks and other checks including pull cord checks in individual units to required timescales. 5. Carry out regular site inspections under the guidance of the Retirement Housing Manager ensuring that residents are involved in the process, and manage local contractors to ensure effective budget management and appropriate service standards are maintained for all properties in the portfolio. 6. Manage daily contact with all tenants / residents, and in the event of illness, ensure liaison with the appropriate agencies and relatives etc, so that assistance is obtained and well being maintained.

7. Facilitate access to Moat services and external partners to promote well being and manage meeting places such as the lounge or other scheme facilities. 8. To ensure the properties are marketed to customers interested in renting or owning a property at the scheme in the future. Ensure that new residents are welcome and have an understanding how the services operate. 9. To deputise for other Estate Managers or the Retirement Housing Manager as and when necessary.

31 July 2012 Version To carry out all duties in accordance with Moat’s:  Equal opportunities policy  Health and safety policy  Policy on confidential reporting (whistleblowing)  Neighbour Nuisance / Anti Social Behaviour

To carry out any other duties consistent with the post that may be required from time to time, at the discretion of the line manager. PERSON SPECIFICATION : Estate Manager

CORE COMPETENCIES Drive for Results 2 Customer Service 2 Teamplay 2 Interpersonal Effectiveness / Managing Relationships 2 Change Orientation 1 MANAGEMENT COMPETENCIES Managing people and performance n/a Managing Resources n/a Strategic Capability n/a Visionary Leadership n/a This table should be read in conjunction with the Moat Competency Framework. TECHNICAL COMPETENCIES

Entry Requirements :-  A good standard of education  An awareness of Landlord and Tenant legislation and procedure relating to both general tenancy and other tenures  An awareness of Welfare Benefits, particularly Housing Benefits  An awareness of occasions that require liaison with Social Services (eg child protection, domestic violence)  Access to transport and a Full UK Driving Licence  An ability to undertake work outside of normal office hours to meet the needs of the business.

Proficient requirement : -  Sound knowledge of Landlord and Tenant legislation and best practice, supported by practical experience  Knowledge of effective strategies available in the management of ASB, supported by practical experience  A sound knowledge of resident involvement strategies and techniques, supported by practical application  A good understanding of Housing Benefits  A basic understanding of building maintenance and repair  An awareness of end-of-development processes and defect rectification processes and procedures  Housing related qualification to NVQ Level 3, or a willingness to study  A good understanding of working with vulnerable people

31 July 2012 Version