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Pinnacle Group provides people-first, integrated services across a range of community-facing assets and infrastructure – including multi-tenure housing, schools, open spaces, public buildings, utilities and broadband networks – as well as a range of complementary employment and wellbeing outcomes. Across the UK, Pinnacle supports over 300,000 homes, 200 schools and 80 public buildings creating value, providing stewardship and generating positive outcomes for our customers, our partners and our clients.

Our Homes business serves communities by providing trusted housing management solutions. We take a collaborative and commercially minded, yet socially principled approach across our portfolio of Affordable, Private Rented and Leasehold properties.

The landmark National Accommodation Management Services (NAMS) contract for the Defence Infrastructure Organisation (DIO) went live in March 2022 to provide Service Family Accommodation housing management to 49,000 homes, and the service families who live in them.

The Role - Housing Officer

Working as part of an area housing team, the Housing Officer will deliver a mobile patch-based housing management service which includes attending appointments with service families as they move in and out of their homes and while they are in occupation. As well as delivering housing management services, the Housing Officer will pay a key role in developing relationships and engaging with stakeholders including industry partners to ensure families receive a holistic and seamless individual and patch management service.

Duties/Key Responsibilities

• According to contractual requirements provide services to families as part of the occupancy cycle such as planning for, attending, and administering pre move out, move out, pre move in, move in and 14-day observation (settling in) visit appointments while working collaboratively with industry partners to meet the required standards
• Work in partnership with RAMS (responsible for void preparation works) to achieve the contractual move in standards ensuring families receive high quality homes and a welcoming/helpful service
• Ensure contractual occupancy move out standards are met, and recharges applied and allocated to service families using an evidence-based approach and high levels of diplomacy
• Contribute to and or lead on ensuring families and the places that they live receive a comprehensive and holistic patch service by raising, reporting, and monitoring to a successful conclusion any health and safety concerns, issues which impact on service families lived experience in their homes and or the areas they live in.
• In liaison with regional colleagues and managers, proactively plan, monitor, and manage routine appointments ensuring that any short notice changes are communicated immediately to relevant internal and external stakeholders
• Ensure garage voids are minimal and garages are managed/maintained efficiently and effectively along with accurate record keeping
• Liaise, engage, and work in partnership with a range of internal and external stakeholders including planning and coordinating patch / location walkabouts with stakeholders
• Liaise with and work in partnership with local agencies, charities, support providers, military liaison officers, service hubs and statutory authorities to deliver joined up support and services to families
• Support large scale and sometimes short notice moves which may require regional and national travel with overnight stays – includes covering other Housing Officer’s planned and unplanned short notice absence
• Participate and support events and a range of activities to engage with service personnel and their representatives including planning, organising, and attending one off and routine service family housing surgeries and stakeholder meetings
• Lead and assist in the investigation and resolution of complaints and occupancy breaches to a successful conclusion – drafting responses and reports as required
• Implement and deliver contractual and operational services, processes, procedures and working practices using the approved systems, templates, and software
• Complete and maintain accurate and detailed records in all operational systems and templates following the principle of high-quality case work for ‘in occupancy’ services/enquiries
• Support the contractual requirement for aids and adaptations and CAAS where this is Housing Officer support required
• Maintain the highest standards of conduct and integrity ensuring that service families, colleagues, and stakeholders are treated fairly, irrespective of race, gender, disability, creed, or sexual orientation.
• Support and contribute to initiatives and projects
• Support the production of operational performance reports
• Contribute to continuous improvement and the development of processes and good practice
• Deputise for managers as required

Skills Required

• Experience working in public or private sector housing management or a customer service focussed operational environment. Applications from ex service personnel welcome.
• Full driving licence
• Security and other relevant clearance
• Occasional national (overnight stays) but frequent regional/patch travel
• Demonstrates commitment to and passion for providing enhanced services to service families
• Good standard of numeracy and literacy

Pinnacle Group strives to be an equal opportunities employer and welcomes applications from anyone regardless of ethnic origin, gender, disability, age, trade union activity, marital status, religious belief or sexual orientation.

We are Armed Forces friendly. We welcome applications from ex-Armed Forces personnel, reservists, armed forces veterans, cadet instructors and military spouses/partners.

Contact information

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