Job Description
Job Title:
Tenancy Enforcement Officer
Salary:
£26,000 - £31,000
Directorate
Operations
Department:
Housing Management
Responsible To:
Tenancy Enforcement
Manager
Responsible For:
N/A
Hours and
Pattern of Work:
36 per week
Location:
Raven House
Car User Status:
Essential car user
Date Prepared:
May 2017
Prepared By:
Sue Young
Contacts:
Tenancy Services team, Income team, other Raven teams, Courts, Solicitors,
Local authorities, Police, specialist agencies (such as domestic abuse,
mediation, drug and alcohol support)
GENERAL DESCRIPTION
Working within the Tenancy Enforcement Team, this role is the organisational lead for
managing a case load of anti-social behaviour (ASB) cases, focussing on prevention,
management and enforcement of tenancy breaches and community impact caused by ASB. It
supports the role of the tenancy services team, providing guidance and taking case referrals.
The focus is on working with customers to provide a robust response to tenancy breaches,
taking legal action where required and driving up satisfaction with the management of ASB.
This role will also support the work of other teams across Raven, for example obtaining
injunctions where we cannot gain access for gas servicing.
This role is also vital in working with key stakeholders and partners on the management of
cases, implementation of new legislation and the development of good practice in ASB
management. The Tenancy Enforcement Officer will support the work of other teams to
enforce Raven’s rights and responsibilities programme.
The Tenancy Enforcement Officer needs to meet high personal standards. You must
demonstrate consistency and pro-active case management, focussing on resolving cases and
ensuring customers are referred for support where appropriate. Multi agency working plays a
vital part in this role and you will support the Tenancy Enforcement Manager to represent
Raven at appropriate multi agency working groups, ensuring Raven meets its obligations. You
must also develop excellent working relationships with key organisations such as Courts and
solicitors.
You will also embed new legislation and support the Tenancy Enforcement Manager to
improve processes and services.
Role Objective:
To support tenants to maintain their tenancies and to take necessary enforcement
action for breaches of tenancy
SPECIFIC DUTIES
Service Delivery
1. To achieve the set objectives for this role as outlined in the Strategic Objectives.
2. To manage ASB cases, ensuring targets and deadlines are met
3. To identify and respond to tenancy breaches and work with the Tenancy
Enforcement Manager to make appropriate decisions regarding case
management.
4. To deliver against corporate, team and individual targets for case management,
customer satisfaction and service improvements
5. To deliver effective, efficient services improving value for money for the team and
Raven
6. To be the organisations lead team for tenancy enforcement and ASB management
7. To recommend cases for eviction to the Tenancy Enforcement Manager for
approval
8. To support the Tenancy Enforcement Manager to manage and improve policies
and procedures
9. To support improvements to QL and other IT tools, ensuring we provide agile and
services and respond to good practice and legislative changes
10. To support the manager to maintain positive operational relationships with other
teams and external agencies
11. To represent Raven at external forums, meetings and working groups as required
Customer Service
Health and Safety
12. To meet with customers as required to discuss cases and decisions
13. Manage ASB cases, including investigating complaints, making decisions about
actions required and managing voluntary and statutory actions such as possession
proceeding
14. Support victims and witnesses, including referral to specialist agencies and taking
excellent witness statements or associated documents
15. Manage injunctions and use of new tools and powers as appropriate, referring to
solicitors for appropriate cases and to other agencies where their action is required
16. Undertake DIY court action, including Injunctions, closure notices and
straightforward possession hearings
17. Liaise with specialist and support services regarding domestic abuse,
safeguarding etc and attend relevant meetings and case conferences to represent
Raven
18. Lead on liaison with victim support and appropriate referrals to mediation
19. Robust and thorough case management, managing contacts with residents and
ensuring that policies and procedures are followed
20. To work with the neighbourhood wardens to deliver community based actions and
to support prevention and early intervention in ASB affecting neighbourhoods
21. Liaison with other agencies to provide proactive responses and preventative work,
e.g. arranging joint patrols with Police/JET or promoting events aimed at
preventing ASB
To work within Raven’s Health and Safety policies and procedures. All employees are
required to:
 Co-operate in implementing the requirements of the Trust’s Health and Safety
policies and procedures.
 Refrain from doing anything that constitutes a danger to themselves or others.
 Immediately bring to the attention of their line manager any situations or
practices that are noted which might lead to injuries or ill health.
 Ensure that equipment issued to them, or for which they are responsible, is
correctly used and properly stored.
 Ensure that good standards of housekeeping are maintained in areas where
they are working.
 Report all accidents etc in accordance with the Trust’s Health and Safety
Management System.
 Set a personal example at all times.
Risk Management
To regularly review the risks in the areas of the business for which the postholder is
responsible. To report any changes to the level or likelihood of risk, and take
necessary action in accordance with the Risk Management strategy, and the system
of internal assurance.
OTHER DUTIES
1. To comply with Terms and Conditions of service.
2. To comply with Financial Regulations.
3. To ensure that the principle of confidentiality and the requirements of the Data Protection Act are
fully applied to all work of Raven.
4. To actively promote Raven’s Equality and Diversity Policy in all aspects of your duties relating to
staff, tenants, contractors/consultants and external agencies.
5. To actively involve tenants and others in aspects of your duties as appropriate.
To undertake such other tasks as may be reasonably requested by the post holders’ direct manger
OTHER FACTORS
This is a description of the job as it is constituted at the date shown. It is the practice of Raven Housing Trust periodically to
examine job descriptions, update them and ensure that they relate to the job performed, or to incorporate any proposed changes.
This procedure will be conducted by the appropriate Manager in consultation with the post holder.
In these circumstances it will be the aim to reach agreement on reasonable changes, but if agreement is not possible management
reserves the right to make changes to your job description following consultation.
Apart from any specific activities mentioned above, which have an impact on the health and safety of either yourself, your
colleagues, tenants or any other members of the general public, you are responsible for following the guidelines laid down in the
Company’s Health and Safety Policy and Codes of Practice.
Person Specification
Job Title:
Tenancy Enforcement Officer
Spot:
Need info from HR. Currently J
Directorate
Operations
Department:
Housing Management
Date Prepared:
May 2017
Prepared By:
Sue Young
Key
Performance
Area
Criteria






Communication
Skills
Customer
Focus

Planning and
Organising
Problem
Solving and
Decision
Making
Keeps communication clear and relevant to the audience
Shows enthusiasm and communicates persuasively
Confident in addressing groups
Inspires confidence by communicating in a timely way
Adapts communication style and tone
Open minded and keen to adapt to meet differing
customer needs
 Committed to high standards of service delivery to
customers, staff and other stakeholders
 Seeks out and shares best practice in support of customer
service excellence
 Open to feedback and able to learn from this
 Hardworking and flexible
Focusses on the “can do”
 Able to challenge processes to improve
 Pro-active approach to delivering value for money
 Supporter of the “less is more” philosophy
 Able to translate ideas and take personal responsibility for
implementing change
 Set own priorities and those of the team with minimal
supervision
 Proactive approach to problem solving with a focus on
delivering results
 A strong sense of judgement and clear thinking when
dealing with challenging issues
 Takes personal responsibility
 Takes timely, appropriate and decisive actions to resolve
issues
 Involves others as appropriate and where practical

Team Working


Technical Job
Skills &
Knowledge




Assessed via
Application Form
Interview
Test
Interview
Application Form
Interview
Test
Interview
Test
Is clear about team and personal objectives and
celebrates success when it is achieved
Open approach, sharing information and supportive of
colleagues
Open and honest with a strong sense of integrity
Interview
A good standard of education
Experience of working in a housing environment – with
strong knowledge and experience of managing anti-social
behaviour
Excellent customer service skills
Experience of undertaking DIY possession proceedings in
Application Form
Interview
Test

Valuing
Diversity



court
Experience of multi-agency working
Confident and able to deal with challenging attitudes
Positive approach to work and life
Open minded and keen to adapt to meet differing
customer needs
Application Form
Interview