Mutual Exchange Officer

We are looking for a well organised individual to promote mutual exchanges as an accessible housing option for TCH residents.

You will oversee the mutual exchange process, ensuring residents are supported throughout the process, performance targets are met and risks to the organisation are minimised.

Experience isn't nesssiary, but good administration and communication skills are essential. 

Location: Epsom

Salary: £27,900 pro rata per annum (£16,740 for 21 hours a week)

Hours of work: 21 (We are completley flexible about these hours, providing they are within core business hours). 

Contract: Permanent

Probation Period: 6 Months

Notice Period: 1 month 

Who are we?

Town and Country Housing are a housing association that covers Kent and Sussex, with our head office in Tunbridge Wells. We provide more than 10,000 homes in 15 local authority areas and became a subsidiary of the Peabody Group in 2019. We currently have over 300 employees based at various locations across Kent and promote hybrid working.

KEY RESPONSIBILITIES

• Ensure that all mutual exchange applications are processed and fully recorded on the data management system and are completed and submitted within the target timescales.
• Provide confirmation of provisional acceptance of mutual exchange applications and obtain approval for manager sign off.
• Ensure that all prospective mutual exchange customers are subject to verification checks, including obtaining references and carrying out credit checks and housing benefit checks.
• Liaise with staff in other teams and ensure that all mutual exchange properties meet legal and health and safety requirements e.g. gas safety certificates, electrical checks, and that recharges are identified and confirmed to the relevant tenants.
• To interrogate housing management data system and file records to verify compliance with tenancy obligations, including rent arrears, ASB.
• Respond to correspondence from customers, councillors, MP’s etc within target times, effectively and within response timescales. Ensure the correct tenancy is offered, due to changes in the Localism Act.
• Process all new customers’ information, ensuring this is input into the relevant record management systems and that supporting documentation is scanned into the electronic document management system.
• Check that all qualifying records for Homeswapper and other tenancy exchange services are checked and completed within a timely manner.
• Assist the Housing Options Manager in promoting mutual exchanges and other tenancy move opportunities to existing and potential customers.
• Work closely with the Neighbourhood Management Team, Customer Services Team, and Income Management Team to ensure that all mutual exchanges or transfers are compliant with procedures.

GENERAL

• To adhere to the equality, diversity and inclusion policy and actively promote equality of opportunity wherever possible.
• Recognise, respect, and promote the different roles and diversity of individuals.
• To actively contribute towards the key performance indicators and professional standards.

• Work in accordance with the General Data Protection Regulations (GDPR) and Data Protection Law and be responsible for the integrity of personal information you process. This may include identifying anomalies in data and investigating and correcting them where appropriate. Ensure you attend training on data protection regularly.

• To be responsible for your own health and safety and that of your colleagues, in accordance with the Health and Safety at Work Act (1974) and relevant EC directives.
• To participate in training, attend other meetings, and staff events as required.
• Be an effective member of your team, presenting a positive impression of your section and the Group.
• Take responsibility for recognising and recording customer complaints, however made, and ensure that any complaints allocated to you are responded to within policy requirements.
• Maintain professional curiosity in all interactions with residents, be aware of and report and record any potential safeguarding issues promptly and appropriately.
• Maintain awareness of budget requirements and value for money while delivering your role.
• Consider and highlight any risk to the organisation or individuals whilst delivering your role.
• Consider resident feedback (the resident voice) in all service delivery, using data and insight and actively engaging with residents to understand their needs, views and priorities and tailor services accordingly.
• You will be expected to travel to our other sites for meetings, training etc as reasonably required by your line manager.

For more information please visit our website.

Applications close 8th July

Interviews 12th July