Team: Housing Initiatives – Housing Regulations Officer

Job Family: Providing (M) – CBG10
Salary: £36,648 – £38,223 per annum pro rata
Hours: 37 hours per week.

Location: You will be expected to attend a CBC office location as often as needed to carry out your role, which will be no less than once per month

Contract Type: Hybrid – Permanent
Closing Date: 3rd March 2024
Interview Date: 14th March 2024

About the role: 

Central Bedfordshire Council manages 5,500+ homes and is on track to manage 10,000 homes by 2040. We are well under-way with our transformation journey, building upon solid foundations in performance and workforce development. Yet there are areas where we can improve. We are committed to providing excellent housing services, keeping people safe in their homes, and putting customers at the heart of our service.

Our Housing Initiatives Team have a fantastic opportunity for someone to join us as a Housing Regulations Officer. We are looking for someone who believes in working together as part of a team, who shares our values and who is positive, a good influencer and friendly. The role focuses on customer feedback to gain insight into our tenants experiences, ensuring we learn from any feedback and that our complaints are handled in line with our own process and the Ombudsman code.

What you will be doing: 

You will be part of a small team of officers who will support in developing the Housing Service to improve our services in line with the Social Housing (Regulations) Act 2023 and the new regulatory regime, based on customer experience and feedback.

As the Housing Regulations Officer, you will:

• Provide a variety of housing activities to adhere to Social Housing (Regulations) Act 2023 and all other relevant legislation, ensuring they are being correctly assessed and compliant with legal duties.
• Play a key role in innovating, improving business performance, supporting the Housing Service in driving forward innovative and creative initiatives that reflect the Council’s corporate objective.
• Maintain up-to date knowledge of how policies and procedures need to adapt in the light of the changes in consumer standards and regulation.
• Conduct a continuous cycle of case audits through triangulation of business intelligence i.e. evidence obtained through case audits, complaints, member enquiries, Ombudsman investigations, KPI’s and data.
• Collaborate effectively with all stakeholders, within the housing team and across the Council to drive customer and employee satisfaction.
• Manage, plan, and deliver bespoke induction, legislative and complaint refresher training across the Housing Service and across other related services using mixed methods i.e. virtual and in person.
• Provide regular reports to managers, based on the analysis of case audits, and ensure appropriate measures are in place to track the effective implementation of proposed improvements.
• Monitor complaint performance by gathering relevant data with the ability to write clear and concise reports to senior housing management on a periodic basis and in line with the Housing Ombudsman Complaint Handling Code.
• Assist in developing full range of information and publicity for all customers as well as internal procedures, guidance, and templates.
• Undertake other duties as may be required commensurate with the grade of the post.

What you will need: 

You will have the ability to create a great working environment and deliver excellent service for our customers. You’ll be able to use, interpret and understand customer insight and feedback, to really build customer relationships. We’re looking for someone who has:

• Previous experience of working in a regulated sector, such as housing
• Ability to build relationships through excellent communication skills and the ability to influence others in delivering positive change.

• Ability to actively anticipate potential problems and find solutions to prevent or mitigate repeat complaints.
• Strong problem-solving skills, able to work using your own initiative and collaborate with teammates, customers, and other professionals.
• In depth knowledge and experience of staff engagement and traning to support teams across the Housing Service.
• Good understanding of the change in regulation and how to deliver against this, whilst developing meaningful involvement and learning opportunities.
• Excellent report writing skills, ability to capture and analyse customer feedback.