Role Profile

ROLE TITLE: REPAIRS AND ASSET MANAGER

RESPONSIBLE TO: Chief Executive

RESPONSIBLE FOR: Property Services Officer and Maintenance Administrative

Officer

Role purpose

· To act as part of the senior management team with the collective responsibility for safe, efficient and effective delivery of the services SHS provides to residents and customers.

· To oversee the day to day repairs service and manage the cyclical repairs and service contracts for our properties

· To manage the asset management projects, including liaison with and oversight of contractors

· To supervise a property services officer and administrative officer in the delivery of responsive repairs service

· To undertake analysis of the data, policies and procedures or the repairs and asset management functions to support the organisation to create accurate programme planning and financial forecasts.

· To provide an excellent, innovative and efficient maintenance service that is customer lead and outcome focused

· To ensure that at all times, the residents remains at the heart of all decisions and service delivery

· To ensure the Society’s properties are maintained to the highest standard

· To ensure that good quality, good value services are delivered and improved upon, meeting both residents’ reasonable expectations and statutory and regulatory requirements

Key responsibilities

· To take personal responsibility for providing an excellent, innovative and repairs service to our residents

· To manage, lead and motivate contractors to deliver the best possible customer service to the Society’s residents

· To ensure the Society maximises it’s income at all times, ensuring voids are tackled proactively, swiftly and effectively

· To take a proactive approach to managing the Society’s assets within budget

· To monitor the performance of the Society’s contractors and seek to continually improve resident satisfaction

· To manage the Society’s annual servicing and testing programmes

· To act as the “Champion” for Health and Safety, including Fire Safety, across the Society

Responsive Repairs

· To ensure repairs are diagnosed accurately with the minimum need for variations and repeat visits

· To deliver repairs with targets and to undertake resident satisfaction surveys which are used to improve the service

· To manage the Approved Contractor list; adding and removing to the list as and when required

· To monitor and proactively manage contractor performance, dealing with any issues swiftly and professionally

· To be available out of hours to manage/deal with emergencies which cannot be dealt with by the Call Centre (Mole Valley) or support the on-call team; ensuring the minimum of disruption to residents around return visits and managing resident expectationsTo carry out pre and post inspections in accordance with the Society’s policy

· To ensure that all specifying of works, ordering of works, tender and quotation matters, selection of contractors, monitoring of contractors and consultants performance, recommending/authorising of invoices for payment etc., are undertaken strictly in accordance with the Society’s Financial Regulations and Standing Orders

· Ensure that all building surveying and contract management services are in accordance with good professional practice and that individual project files are maintained in good order and detail for audit review purposes

· Keep abreast of changes in building contract law and construction matters

Planned Repairs

· To plan and maintain the Society’s service and testing programmes, to ensure compliance with current regulations and to monitor the maintenance contracts such as gardening, cleaning

· To manage, co-ordinate and instruct all agents and consultants used by the Society in connection with building works, repairs and maintenance, to ensure that their services are cost effective, timely and value for money

· To undertake estate inspections together with relevant staff and carry out all follow up work in the inspection programme

· To oversee any adaptation works, undertaking all technical and on site aspects of this work. Ensure where possible claims are made to the relevant external funding authorities

· Prepare detailed specifications

Development

· Under the direction of the Chief Executive be part of the project planning of any new scheme/property development including the process for handover following completion of snagging

· Work with the chief executive in identifying new development opportunities and specifications to deliver best practice examples of new build homes for older people

Voids

· To maximise income to the Society by ensuring that voids are inspected and turned around quickly to the correct standard and targets

· To ensure major voids are identified within the major repairs programme to ensure consistency and cost effectiveness

Resident Involvement and Consultation

· To ensure residents are involved at a local level, about any planned repairs and improvements at their scheme, working with the relevant officers to ensure residents are appropriately consulted

· To investigate fully and seek to resolve wherever possible, complaints received from residents or other customers

Staffing

· To manage the Property Services Officer and Maintenance Admin Assistant

· Provide induction training for new employees in your business area

Policies and Procedures

· To support the Head of Housing and Support with the development and implementation of effective policies and procedures

Health and Safety

· To be responsible for the Health & Safety aspect of repair, improvement and building works to ensure the Society meets it legal responsibilities

· To ensure compliance with the Society’s health and safety policies

· To work with other staff to ensure fire risk assessments are undertaken and actions implemented.

Budget/ Management Information

· To assist the Senior Management Team in the preparation of annual budgets

· To ensure work programmes are met and carried out within budgets and value for money is achieved

· To produce regular reports on actual and committed spend against the budget

· To monitor and report on resident satisfaction, identifying trends and implementing any improvement plans

· To produce regular reports on performance against agreed targets for SMT, Board and Housing Operations Committee

General

· To ensure that our QLX database is up to date and accurate

· To establish and maintain effective communication with a range of external agencies, to ensure the best possible service to the Society’s residents

· To ensure that information stored on the database about maintenance activities and schemes is up to date and accurate

· To work flexibly with colleagues and ensure adequate housing management and office cover at all times

· To undertake own administration and ensure tenancy files are maintained and kept up to date

· To attend Committee/Board meetings as required

· To represent Sutton Housing Society externally in an appropriate and professional manner, and in accordance with Sutton Housing Society’s values and expected standards of behaviour and conduct

· To comply with all of Sutton Housing Society’s policies, procedures, financial regulations and standing orders

· To support your own personal development by attending training events as required

· To comply with the organisation’s health and safety policy

· To comply with the organisation’s Code of Conduct by behaving in a professional manner at all times

· To demonstrate commitment to valuing diversity and upholding the organisation’s equal opportunities and diversity policy at all time

· To undertake any other duties commensurate with this post, as directed by your line manager/Chief Executive

· To recommend procedures and practices to improve the value for money of the maintenance operation

Key Outputs:

· To deliver assurance across the repairs and maintenance service of the regulatory, legal and industry standards expected from a registered provider.

· To deliver the maintenance service within budget, providing monthly reports to the Chief Executive on committed and actual spend

· To achieve and improve upon performance against the Society’s targets across the range of services, including response times, resident satisfaction and voids, providing monthly reports to the Chief Executive

· To provide regular reports to the Chief Executive regarding performance against stated PIs

· To achieve and improve service delivery standards; identifying any areas of concern for improvement

· To improve the pre and post inspection rate for the Society to meet and exceed targets within the available resources

· To achieve improvements in resident satisfaction with the quality and provision of housing services and consistent reductions in the number of complaints received

This is a description of the role as it is presently constructed.  This will be reviewed periodically and updated to ensure that the role description fully reflects the responsibilities of the job.

PERSON SPECIFICATION

ROLE TITLE:REPAIRS AND ASSET MANAGER

The Person Specification states the minimum knowledge, skills and experience required to carry out the job.

KEY SKILLS / KNOWLEDGE/

EXPERIENCE

REQUIREMENTS

ESSENTIAL

CRITERIA

DESIRABLE

CRITERIA

Occupational/

Technical/

Professional Qualification(s):

Relevant professional qualification (CIOH, RICS etc)

D

Job Specific experience & knowledge:

Experience of staff management

E

Proven track record of management experience in the building/construction industry

E

Experience of managing a responsive repairs service

E

A sound knowledge of Housing Maintenance and Property Management

E

Relevant building/maintenance experience within an RSL , local authority or industry

E

Experience of managing contractors and agents

E

Knowledge of statutory responsibilities relating to property management , Health and Safety and Housing

E

Financial Management:

Experience of controlling large budgets

E

Understanding of financial regulations and company procedures relating to financial matters

E

Good understanding of value for money

E

Communication:

Excellent communication skills

E

Customer Focus:

Evidence of developing and managing effective customer driven services

E

Information Technology:

Proficient in the use of all Microsoft applications (Word, Excel, PowerPoint) and be able to prepare comprehensive written reports, spreadsheets and presentations

E

Experience of using property and asset management databases

E

Effort

Demonstrated self-motivation, and able to work with minimum of supervision

E

Demonstrated capacity to effectively organise and prioritise workload to ensure that tasks are completed in an efficient and timely manner

E

Ability to make accurate and timely decisions, often in pressurised situations and to act tactfully and with sensitivity and courtesy at all times

E

Environmental Demands/working conditions:

Demonstrated ability to manage in ways that ensures that others plan and deliver even under pressure.

E

Ability to work effectively as part of a team

Ability to undertake home visits with residents as required

E

Ability to work evenings and weekends

E

Job Circumstances:

Must be flexible and be prepared to work outside normal office hours, on occasion, according to the needs of the service and willing to work at other office locations as required

E

General:

Proven ability to work to a high level of accuracy

E

You will have appropriate knowledge of relevant legislation which includes Health & Safety, Data Protection & Freedom of Information

E

Equality, Diversity and Inclusion:

Must demonstrate an awareness and understanding of equality issues and a commitment to the implementation of SHS’ Equality, Diversity and Inclusion Policy

E

Ability to challenge discriminatory attitudes, statements and behaviour

E

Behavioural competencies:

The society has defined our behavioural competencies using the chart below. These competencies are used each year in our annual appraisals to help us objectively appraise the performance of each team member in the non-technical aspects of their role and in the behaviours which we expect of every employee of the Society.

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