Southern Housing Group
Job Description
Post: Lettings Agent
Purpose of Post:
Region/Dept: Operations
To provide a high quality residential lettings service across all tenures ensuring residents are provided with
consistent, high quality customer service when moving into their new homes. To ensure properties are
effectively let to minimise rent loss. Provide housing options advice to existing residents to support best use of
stock and carry out end of tenancy assessments.
Line Relationships
Key Work Relationships
Responsible to:
Internal:
 Housing Options Manager
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Responsible for:
External:
 No staff
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Location: Various
Housing Options Advisors & Senior
Housing Market & Strategy Manager
Service Centre
Resident Services teams
Property Services
Sales & marketing team
Development team
Residents
Contractors
Local Authorities
Other Agencies
Authority Limits
 Day-to-day decision making in
relation to the post
 Financial limits in accordance with
Delegated Authorities
Core Tasks and Responsibilities
Service Provision
 Undertake viewings and assess new applicants for the different rental products offered by the group ( such as intermediate rent ,
affordable rent, market rent and social rent )
 Sign up and execute tenancy agreements with new residents arranging for rent payment and deposits to be processed as appropriate
to the tenure
 Identify and make referrals to appropriate agencies for new residents needing support
 Identify new residents needing benefits/financial inclusion advice or employment and training advice and refer appropriately
 Implement local marketing strategies for letting void properties and sub units in coordination and in support with the Housing Market
and Strategy Manager and Housing Options Advisors.
 Deal with routine enquiries received directly from the Customer Service Centre.
 Deal with routine correspondence from housing applicants or external parties
 Undertake viewings , sign ups and paperwork in relation to sub unit lettings
 Complete all post lettings administration and account set up in a timely manner
Housing Options Service
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Undertake end of tenancy assessments for residents with fixed term tenancies to determine next steps and provide advice on the full
range of housing options and tenures available to suit the residents circumstances
 Promote and deliver local housing options events targeting residents in overcrowded or under occupied homes and create wider
awareness of alternative housing and tenure options available with the group and elsewhere
 Identify and refer existing residents through the above interventions to the employment & training or financial inclusion service
 Liaise with the central housing options team in respect of existing residents needing to move and provide advice to residents
Voids
 Assist with providing a co-ordinated approach in the letting of new and void properties, working in conjunction with property services,
development, sales & marketing and Housing Options advisors.
 Be aware of the Group’s void property standard and provide feedback when undertaking viewings
 Provide timely feedback and local information on pre-void properties to the Housing Options Team to enable marketing to take place
 Undertake pre-moving out visits in relation to vacating residents ensuring end of tenancy obligations are highlighted *
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New Developments
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Liaise and work closely with the Marketing team and Development Team in respect of letting new build properties
Arrange open days for new residents providing an introduction to the new scheme and tenancy obligations
Attend handover and snagging meetings where required
Ensure new resident packs are available and comprehensive
Performance
 Monitor performance on void properties ensuring void periods and void loss is minimised.
 Analyse lettings data and provide reports and action plans as requested by the Housing Options Manager.
 Continuously seek ways to improve effectiveness
 Ensure compliance with Local Authority nomination agreements , providing reports as necessary
Customer relations
 Take ownership of any complaints
 Manage expectations of residents and housing applicants , keeping them informed of progress and agreeing a timetable and action
necessary for resolution
 Use complaints and customer feedback for continuous improvement
General
 Ensure all processes, procedures and records are updated and maintained
 Follow the Group’s policies and procedures with regard to lettings, monitoring voids and rent and service charges.
 Provide cover for the Housing Options Manager and other Lettings Agents both across the region and across regional boundaries
when requested
 Attend external meetings on behalf of the Housing Options Manager when required
 Approve and process invoices in accordance with delegated authorities
 Establish and maintain effective office record/filing systems.
Note
No job description can be entirely comprehensive and the jobholder will be expected to carry out such other duties as may be required
from time to time and are broadly consistent with the job description and status of the post within the organisation.
You will be expected to carry out all duties in the context of and in compliance with the Group’s Diversity and Health & Safety Policies.
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Southern Housing Group
Person Specification
Post: Lettings Agent
Region/Dept: Operations
Location: Various
Attributes
Essential
 Proven experience of working in the
residential lettings market
 Proven experience of working in a customer
focused environment dealing with a range of
customer types
 Experience of working effectively in a highly
regulated business environment
Desirable
 Experience of having worked for a
substantial housing provider or
Property/Lettings Agent
1. Knowledge and Experience
2. Skills and Abilities
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The post holder needs to be able to
demonstrate that they meet the competencies
relevant to the grade for this post. This includes
Commitment to the Group
Able to work with consistency, integrity and
accountability
Communicating & influencing
 Excellent verbal and written communication
and negotiating skills
 Able to adapt style and approach to different
customer groups and audiences
Customer Focus
 Able to put customers first and deliver a
consistent high quality service
Embracing change
 Has a positive attitude to change
 Is versatile and flexible in responding to
changing priorities and workload
2. Qualifications
3. Circumstances
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Equality & Diversity
Appreciates the diversity of customers, staff and
partners with whom we work and considers
impact of actions on others
Working Relationships
 Able to work cooperatively and pro-actively
with a range of people across team
boundaries, often under pressure.
 Able to represent the Group in a professional
manner with external bodies.
Working efficiently & effectively
 Able to identify improvements to personal
effectiveness and service outcomes
 Able to use problem solving skills effectively
 Able to work mange own work load to meet
customer expectations
 Uses IT skills effectively
 Able to produce and analyse data
At least 4 GCSE passes at grade “C” or above
(or equivalent) including Maths and English
 Able to travel throughout the region’s area of
operation and across regional boundaries if
required.
 A full driving licence and access to a vehicle(
for which a mileage allowance will be paid) for
business use is required in all regions (except
the London Region)
 Able to work a 35 hour week but with flexible
operating hours including Saturdays to
respond to customer needs (The core hours
are 9-5 but flexibility is needed to adjust the
working week from 8am-7pm Monday to
Friday and 9-5 on Saturday)