Our Ref: KB/JT August 2016 Dear Applicant

HOUSING OFFICER

Thank you for your interest in the above position. Please find enclosed a copy of our Application Pack in respect of the Housing Officer post. The Application Pack includes:

1. Application form 2. Guidance notes for applicants 3. Statement of Equalities and Diversity (a full copy of our policy is available on request) 4. Summary of conditions of service 5. Job description 6. Person Specification 7. Background summary information on East Lothian Housing Association Should you wish to apply for this post, we would ask you first to consider the person specification requirements in conjunction with the job description and application form guidance notes prior to completing and returning the application form to us.

Please note that the closing date is: Friday 9 September 2016

The date for the interviews is: Thursday 22 September 2016

Successful candidates for interviews will be contacted by Friday 16 September 2016. If you do not hear from us by then, you have been unsuccessful. Please return your application form, marked “Private and Confidential” for the attention of Lily Henderson, Executive Support Assistant or e-mail to recruitment@elha.com headed “Job Application – Housing Officer” Further information about the Association can be found on our website. Yours sincerely

Karen Barry

Karen Barry

Housing Manager

Guidance Notes

GUIDANCE NOTES FOR APPLICANTS

ON FILLING IN THE APPLICATION FORM

Please read these notes carefully - they are to help you make the best of your

application

1. The editable form should be completed by typescript and the non editable

form should be completed in black ink.

2. Please do not send in your Curriculum Vitae.

3. Your references should be in respect of your employment covering the last two years. If you have not been employed or have been out of employment for a long time, you may wish to give the name of someone who knows you sufficiently well to confirm the information you have given and to comment on your ability to do the job. Please note that referees will not be approached prior to a conditional offer being accepted.

4. The enclosed Person Specification lists the minimum essential requirements

for this post. When short listing for interview, the selection panel will only consider the information contained in your application form and assess this against the Person Specification.

5. It is not the responsibility of the Selection Panel to make assumptions about the nature of the work you have done from a list of job titles. It is therefore important that you use the space provided to detail your experience and skills. Neither is it enough for you just to state that you meet the requirements; you must demonstrate this to the panel. Work, paid or voluntary, is not the only means of showing that you meet the requirements of the post. Life experience and skills are just as valid, so long as you are able to demonstrate these.

6. If you are short-listed for interview, you will be required to bring original qualifications and identification, confirming eligibility to work in the UK such as a valid Passport or Birth Certificate together with a National Insurance number. The Selection Panel will wish to discuss the areas covered in the Person Specification in more detail. In particular, your commitment to and understanding of Equalities & Diversity will be assessed by the Panel.

7. In Terms of Schedule 7 of the Housing (Scotland) Act 2001, there are restrictions on the employment of close relatives of employees or Committee Members by ELHA. If you are related to an individual who has been an employee or Committee Member of the Association in the last 12 months this should be shown on the relevant part of the application form. This will not be detrimental necessarily to your application.

8. Appointment to the post may be subject to a Disclosure Scotland check.

EQUALITIES & DIVERSITY POLICY SUMMARY FOR ISSUE AS A PUBLIC STATEMENT East Lothian Housing Association Group is committed to promoting an environment of respect, understanding, encouraging diversity and eliminating discrimination by providing equality of opportunity for all in the following activities:

Admission to the housing register

Allocating housing

Provision of all housing management, repair and maintenance services to tenants

Appointment of Consultants and Contractors

Handling of comments and complaints

Recruitment of Association members

Recruitment of Management Committee Members

Employment of staff, and all aspects of their Terms and Conditions of Employment We are committed to complying with all current anti-discrimination law, regulations and good practice. We aim to ensure that in all our policies, procedures and management decisions there is no discrimination on the grounds of age, disability, gender reassignment, marriage & civil partnership, pregnancy & maternity, race, religion or belief, sex and sexual orientation or on any other grounds. We will provide information in alternative forms for those requiring it, e.g. other languages. As part of our commitment to Equalities & Diversity, and in compliance with the Equalities Act 2010, we have adopted a Disability Policy Statement and have been recognised by the Employment Service as a Disability Symbol User. A full copy of our Equalities & Diversity Policy may be obtained from the Association’s offices at the address above.

____________________ _____________________________ Robert McNeill, Chairman Martin Pollhammer, Chief Executive

Summary Conditions

SUMMARY OF CONDITIONS OF SERVICE

HOUSING OFFICER Salary EVH Grade 7 - £30,714 to £33,726 + final salary pension scheme + essential car users allowance Term of Contract Full Time, Permanent Hours of Attendance Full time – 35 hours per week A flexible working hours system is operated. Attendance at Evening Meetings Attendance at evening meetings may be required. Holiday Entitlement 25 days annual leave + 15 statutory days Pension East Lothian Housing Association is a member of the SFHA Pension Scheme. We are required to auto-enrol all our workers into the scheme where they meet the criteria defined in the Pensions Legislation and would therefore be required to auto-enrol you onto the pension scheme when/if you meet these criteria. If we enrol you onto the pension scheme, whilst you continue to meet these criteria, you will remain a member of the scheme, unless you apply to opt out. Training and Development The Association considers that training and development of its staff is an essential factor in achieving the Association’s aims and objectives and in the maintenance of effective, well-motivated employees. Equalities & Diversity The Association is committed to the promotion of equalities and diversity and to combat discrimination, direct or indirect, in its housing allocation, provision of services, membership, recruitment, Management Committee structure and employment practices.

Housing Officer Job Description – Amended August 2016 Page 1 of 3

EAST LOTHIAN HOUSING ASSOCIATION

JOB DESCRIPTION

JOB TITLE: Housing Officer ACCOUNTABLE TO: Housing Manager RESPONSIBLE FOR: No staff management responsibility (but this may change) POST OUTLINE The Housing Officer is responsible for the delivery of an effective, proactive and responsive Housing service to our tenants and sharing owners, creating genuine opportunities for tenants to participate in our work. Working within a generic team, they will also deal with enquiries over the phone, in person and via elha.com about a range of housing issues. When required, to develop and improve our service to customers, the job may entail focussing on specific projects or aspects of our service. KEY ACTIVITIES

Monitor and control rent arrears ensuring appropriate support is available to the tenant but also taking appropriate recovery action to meet arrears targets

Work with tenants to manage estates to ensure a high quality, clean, safe and secure environment for our customers

Respond appropriately to neighbour complaints and antisocial behaviour aiming to find solutions for all parties involved

Ensure that void properties are repaired to our void standard and re-let within target times

Meet prospective tenants to ensure that allocations are made in accordance with our policy; that the allocation is appropriate and that the new tenant is supported through the process

Manage tenancies in accordance with the law, best practice and in the best interests of our tenants

Provide a quality Housing Information and Advice Service to our customers

Actively promote Tenant Participation in all aspects of our work

Maintain excellent records to support a first class service to customers

Working within the team, develop creative approaches to delivering excellent customer service

Housing Officer Job Description – Amended August 2016 Page 2 of 3

EXAMPLES OF TYPICAL AREAS OF RESPONSIBILITY

1. Contributing ideas that help develop creative approaches towards solving problems and delivering excellent customer service

2. Monitoring and control of rent arrears and other tenancy related debt.

3. Liaising with Housing Benefits, DWP and other agencies to help our tenants maximise their incomes.

4. Providing appropriate benefit and money advice ensuring that tenants can

access specialist services when required.

5. Finding creative solutions to tenancy or estate problems that ensure the best outcomes for our tenants and our housing stock.

6. Responsible for maintaining the overall appearance and state of repair of

estates.

7. Liaising with tenants, contractors, internal and external agencies to ensure continuous improvement in services (e.g. stair cleaning, landscape maintenance, waste management), developing and implementing estate improvement projects.

8. Inspecting void properties, ordering necessary repairs and ensuring that the

property is in good condition for a new tenant to move in as quickly as possible.

9. Working with tenants to address any tenancy related problems and helping them to access help when they need it

10. Working within the East Lothian Antisocial Behaviour Partnership to address

neighbour problems and antisocial behaviour.

11. Creating opportunities for effective tenant and community participation in all areas of our work.

12. Providing a professional and accurate Housing Information and Advice Service

to all of our customers in accordance with our Policy.

13. Assisting in the efficient administration of our homehunt allocation policy.

14. Contribute to the planning, handover and allocation of new developments.

15. Developing and reviewing procedures to ensure that our services are consistent, reflect good practice and comply with all relevant legislation.

16. Maintaining efficient and effective records and administrative systems to enable

excellent customer service and ensure that high quality reports can be produced.

17. Contributing to the development and achievement of our business plan.

Housing Officer Job Description – Amended August 2016 Page 3 of 3

18. Attending occasional meetings or conferences outwith normal working hours.

19. Working flexibly within both the housing and whole office teams to help deliver

our Vision for Healthy Happy Homes.

20. Complying with our Dignity at Work policy and staff code of conduct at all times.

21. Ensure that the letter and spirit of our Equal Opportunities Policy is observed in all respects and at all times.

22. Supporting access to our services, for example through awareness of Happy to

Translate, through digital support, and by referral or signposting to other agencies where appropriate.

23. Carry out any task that can be reasonably expected in line with the grading and

overall responsibilities of this post.

Revised August 2016

EAST LOTHIAN HOUSING ASSOCIATION

PERSONNEL SPECIFICATION

POST: HOUSING OFFICER

About us

We are a growing organisation that builds and manages a wide range of properties to meet a variety of needs within East Lothian. From our office in Haddington, we currently manage over 1,200 properties for rent and shared ownership throughout the area.

The Job

The Housing Officer is part of a team responsible for the delivery of an inclusive and high quality Housing Management service to approximately 1200 tenants and Sharing Owners. The role is generic with a focus on building positive relationships with our tenants and, in addition to providing an excellent housing service, also dealing with customer enquiries about a range of housing issues. The main duties of the post are outlined in the enclosed job description.

Reporting To Housing Manager

Personnel Requirements

The job will be challenging and varied, changing when necessary to best meet the needs of our customers. The successful candidate will ideally have a minimum of three years’ experience dealing with people, sometimes in stressful situations.

Essential

Desirable

PERSONAL ATTRIBUTES/SKILLS

Excellent Communication skills both written and verbal √

Common Sense √

Ability to prioritise work and meet deadlines √

Ability to manage effective relationships with tact and diplomacy and to deal sensitively with individual clients, including the need to maintain confidentiality.

√

A clean driving licence and own car √

Ability to work on own initiative and as part of an effective team

√

The confidence to negotiate, liaise and to make decisions √

Sense of humour √

Enjoying and adapting well to change √

Revised August 2016

EXPERIENCE

Essential

Desirable

Experience in Housing Management functions including arrears control, void control, allocations, reactive maintenance, antisocial behaviour, tenant participation and estate and tenancy management

√

Experience of working with people to solve problems √

Experience of working to a high degree of accuracy, paying close attention to detail and maintaining accurate records

√

Experience of managing projects √

Sound administrative and organisational skills √

Excellent computer skills in all Microsoft applications √

Experience of developing and implementing procedures √

A sound knowledge of Housing Law and good practice √

Previous Housing Association experience √

Experience of performance management and reporting √

QUALIFICATIONS

Educated to Higher level √

A Housing or similar qualification √

Please consider the Personnel Specification in conjunction with the Job Description requirements and your suitability to fulfil the post prior to completing the application form.

7. ELHA background information Page 1 of 4

EAST LOTHIAN HOUSING ASSOCIATION LIMITED

BACKGROUND INFORMATION FOR APPLICANTS FOR EMPLOYMENT The following information has been provided in order to give you an insight into the Association, its structure and activities. The Job Description (enclosed) outlines the duties and responsibilities of the post for which you are applying. The Person Specification (enclosed) indicates the professional and personal skills and attributes required of applicants for the post. THE ASSOCIATION East Lothian Housing Association builds and manages a wide range of properties to meet a variety of needs within East Lothian. From our office in Haddington, we currently manage around 1,300 properties for rent and shared ownership throughout East Lothian. The Association

is a non-profit distributing charitable organisation registered with The Scottish Housing Regulator and is committed to serving the housing needs of the residents of East Lothian.

is run by a voluntary Management Committee of up to 15 members drawn from people with experience in all walks of life, who live, work or have some other interest or connection to East Lothian.

was established in February 1988 by a steering group of local people concerned about the growing housing needs within the District and particularly in rural areas.

provides accommodation for families, single people, the elderly and people with physical disabilities and special needs.

manages East Lothian Care & Repair, who provide help and advice to disabled and elderly home owners and private tenants on financing and carrying out housing improvements, repairs and maintenance.

7. ELHA background information Page 2 of 4

Our vision is:

MANAGEMENT OF THE ASSOCIATION

The Management Committee delegates operational responsibilities to a professional team of staff headed by the Chief Executive, Martin Pollhammer The management structure is as follows: Function/Department Headed by Name

Finance Director of Finance Paula Oliver

Housing Director of Housing Tracey Kerr

Asset Management Director of Asset Management Duncan Mackay

Care & Repair Care & Repair Manager Angela Brunton

Corporate Services Corporate Services Manager Caroline Wilson

7. ELHA background information Page 3 of 4

DEPARTMENT FUNCTIONS

Corporate Services

The department is primarily responsible for managing the Association’s IT and Office Administration systems. The department is also responsible for responding to customer enquiries, in person, by phone, web and email and for the provision of administrative and support services to other departments when required (e.g. keeping our housing register data up to date). In supporting the Association’s governance, the department provides Company secretarial duties, and Management Committee administration.

Housing Management

This department is responsible for the general management of the Association’s housing stock and the provision of services to our tenants and other customers including: maintenance of the housing register; allocation of housing, including shared ownership; estate management, which includes looking after the areas around our housing; tenant participation and support; rent arrears management; responding to customer enquiries; and dealing with anti-social behaviour.

Asset Management

The Asset Management Department is responsible for the planning and implementation of the Association’s cyclical and planned maintenance programmes to ensure that the properties are maintained in good order with a view to maximising the life expectance of the houses. In order to improve the effectiveness of this process, the management, delivery and monitoring of reactive maintenance is also carried out by Asset Management. A delivery plan is in place for the achievement of the Scottish Housing Quality Standard (SHQS) by 2015. Asset Management also provides advice to tenants on all aspects of maintenance including, for example, alterations and medical adaptations.

Care & Repair

Care & Repair provides assistance to elderly and disabled homeowners and private tenants to carry out necessary repairs and adaptations to their homes to enable them to maintain their independence. The service was established in 1987 and is managed by East Lothian Housing Association and funded by East Lothian Council. The Care & Repair Service also includes the Small Repairs Service to carry out small repairs for eligible clients. Labour is free of charge, clients only have to pay for materials.

Finance

The functions undertaken cover all aspects of Group financial and management accounting services including inter-group transactions.

7. ELHA background information Page 4 of 4

Development

The Development Programme is delivered through a Strategic Alliance with Castle Rock Edinvar Housing Association and the Places for People Group. The Association aims to target its investment to provide high quality affordable homes for rent throughout East Lothian. The Development Programme is funded through Housing Association Grant (HAG) and private finance.

R3 Repairs Limited The Association has a subsidiary company, R3 Repairs Limited, which provides maintenance services. It is governed by its own Board which is responsible for recruiting and managing its staff.