January 2014

Dear Applicant

Neighbourhood Officer

Thank you for your interest in the above role. Enclosed is the information you will
need to assist you in completing your application. To apply for this role you must
submit your current CV along with a supporting statement no longer than 1 side of
A4. It would also be helpful if you would complete the equal opportunities monitoring
form. It is not mandatory to complete this, and the information is requested purely for
equal opportunities monitoring purposes, in line with our commitment to equality and
diversity.

Applications should be emailed to jobs@kctmo.org.uk or posted to the HR Team,

Kensington & Chelsea TMO, The Hub, 292a Kensal Road London W10 5BE. We
would suggest that you email your applications to us wherever possible, to avoid
delays.

If you have any queries, please contact the HR team on 020 8964 6088 or via
jobs@kctmo.org.uk

We look forward to hearing from you.

Closing date for applications: Friday 7th March 2014

Interview: TBC

Yours sincerely

Katherine Hyde
Senior HR Advisor
Contents

Page

About Kensington & Chelsea TMO 3

Job description and person specification 4-8

Structure charts 9

Terms and conditions 10

Press advertisement 11

Further information about the KCTMO can be found at www.kctmo.org.uk.

About Kensington & Chelsea TMO

The TMO was formed in 1996 when the Royal Borough's tenants and leaseholders
voted to take over the management and improvement of their own homes. We were
the first borough-wide tenant management organisation in the UK and the only
tenant led ALMO - a not for profit company providing landlord services to almost
10,000 homes in Kensington and Chelsea.

We employ about 200 staff in offices situated around the Borough and were awarded
three stars excellent prospects by the Audit Commission in 2006.

Over the last few years the TMO has undergone change in relation to its Constitution
and Board, and more recently, in relation to the Executive Team. A new Chief
Executive, Robert Black, joined the TMO in May 2009. Robert is committed to
developing and continuously improving the TMO, in partnership with the TMO Board,
residents, staff, the Royal Borough of Kensington and Chelsea (RBKC) and a range
of external stakeholders to ensure that the TMO makes a real difference by providing
excellent services and value for money.

This is an exciting time to join the TMO and to help shape the organisation in its aim
to become the best social housing landlord in London.

Further information on the TMO can be found at www.kctmo.org.uk

 Job Description
Job Title Neighbourhood Officer

Directorate /
Department Neighbourhood Management

Reports to Neighbourhood Management Team Leader

Job Purpose To provide an excellent customer focused service for all TMO residents
ensuring that:

Housing estates and properties are well managed and the

environment is well maintained, and works proactively and closely
with residents and other agencies to address environmental and
neighbourhood issues ensuring tenancies are sustained.

To develop local knowledge of the communities and

neighbourhoods in which the TMO operates and establish
partnerships to meet the needs of residents and the community.

To proactively liaise with customers to ascertain their views on

services and to put forward suggestions for the TMO to respond to
those views.

To identify, manage and resolve all instances of nuisance,

harassment and anti-social behaviour.

Salary 28,224 - 32,253 per annum + benefits

Grade SO1/SO2

Hours 36 hours per week

Location The Network Hub, London W10 5BE

Responsibilities 1. To develop local knowledge of the communities and neighbourhoods

in which the TMO operates.

2. To establish regular communication with tenants to keep them

informed of the TMOs response to issues of concern.

3. Through close and regular contact with tenants, identify and assist
vulnerable tenants, referring them on to Tenancy Support Service or
other relevant agencies and monitoring these services to enable the
tenant to sustain their tenancy.
4. Manage the housing management responsibilities of the void process,
minimizing the time a property is void whilst ensuring a customer
focused letting service.

5. Complete new tenancy sign-ups in accordance with RBKC Tenancy

Policy and TMO Fixed Term Tenancy Procedure; ensuring residents
are informed of their tenancy agreement obligations.

6. Manage applications for mutual exchanges and Right to Buy received

in the relevant managed patch within statutory timescales and present
recommendations to the Head of Neighbourhood Management for
authorisation

7. Respond promptly and sensitively to all reports of nuisance,

harassment, domestic violence anti-social behaviour in line with the
TMO Anti Social behaviour procedures and current best practice,
including practical assistance and support for victims.

8. Pursue cases through the legal process, including attending court.

9. Assist tenants in completing transfer applications. Writing transfer

reports with a clear assessment of the circumstances and
recommendation.

10. Verify tenancies in accordance with the sub-letting strategy and

conduct annual tenancy audits of fixed-term tenants.

11. Contribute as necessary to regular reviews of estate services and

service charges.

12. To be proactive and work in partnership with the Resident Involvement

Team, and other agencies to develop and promote resident
participation, consultation and community development with the aim of
meeting the needs of tenants and the community.

13. Ensure tenants are effectively consulted over decisions that affect
them.

14. Draw up effective liaison and partnership arrangements with other

external agencies such as other RSLs, the police, local authorities
and voluntary agencies.

15. Take a lead role in the Neighbourhood planning process, ensuring

tenants are involved and informed and that agreed actions are
followed through and plans are monitored.

16. Work closely with tenant groups to identify areas of community and
environmental concern and work with tenants, the Councils Housing
Regeneration department and other appropriate agencies to identify
 solutions in a way that empowers tenants.

17. Arrange, attend and play a lead role (including Chairing if necessary)
at residents meetings including occasional evenings.

18. To work in partnership with the Income team, being flexible over tasks
and responsibilities to ensure the best customer service to tenants.

19. To ensure excellent services are provided to residents, through close

liaison with the CSC, Technical Services and other internal
departments.

20. To work with our Assets and Regeneration team to maximize access
to tenants for gas servicing appointments

21. Participate in regular estate inspections as required. Liaise closely

with the Environmental Services Manager over cleaning and
gardening contracts to ensure estates and blocks are maintained to
high standards and take appropriate action against residents who park
illegally, drop litter, vandalise property, graffiti or dump bulk refuse.

22. To ensure that all communal areas of estates are regularly inspected
that standards of cleaning, lighting and general upkeep are properly
checked, and any repairs or defaults are acted upon accordingly.

23. To work closely with TMO health & safety staff and ensure that
requirements of relevant legislation and good practice are met. To
follow up on health and safety problems. To participate in risk
assessments and ensure that proper guidance is available to staff on
health and safety matters.

24. To maintain regular contact with residents associations

representatives, consulting with them on estate issues and obtaining
feedback on service standards.

25. When required, to provide monitoring reports to residents meetings

and Area Review Boards comparing performance with targets and
commentary on estate services within the neighbourhood.

26. To respond to any emergencies which might occur, to render every

assistance to affected residents, the emergency services, utility
companies etc, and to take all necessary measures to minimise
inconvenience and protect council / TMO property from damage.

27. Investigate and respond to all complaints and informal comments

about service delivery.

28. A flexible approach to working hours will be required in order to meet

the needs of residents. This will involve some evening work.
 29. To contribute to the development of the TMOs strategies and policies
through positive participation in working groups and other corporate
activities.

Person Specification

Job Title: Neighbourhood Officer

Directorate / Department: Neighbourhood Management

Criteria Essential Desirable How

identified*

Experience and Relevant experience in a Successful working with A, I & T

Knowledge customer service other agencies.
environment.

Relevant experience Excellent understanding of A, I & T

working in housing social housing &
neighbourhood
management issues.

Understanding of best A&I

practice in & management
of nuisance, harassment &
anti-social behaviour.

Understanding of landlord A&I

and tenant relationships and
responsibilities.

Skills and Personal Excellent written Ability to Chair resident A, I & T

Qualities communication skills with meetings when required
the ability to write accurate
& clear correspondence &
reports.

Numerical and Analytical A, I & T

skills.

Able to form and maintain A&I

good working relationships
at all levels internally &
externally

Effective negotiating skills A&I

 IT skills in relation to A&I
databases, spreadsheets
and word processing
systems.

The KCTMO Way Plans and organises work: Drive for results and A & I
Organisational Behaviours plans effectively to exceed commitments: to make
targets and is self-organised service improvements and
achieve positive service
outcomes for customers

Shows customer focus: Listens to others: seeks to A & I

provide excellence in listen first and question to
service, seeks to meet the gain clarity before acting
needs of customers, engage
residents and involve them.

Shows team working focus: Shows integrity: does the A & I

commitment to working with right thing for the right
others across teams to reason. Shows political
achieve results together awareness

Learns from mistakes: A & I

seeks to learn from actions,
using feedback to improve
and shares learning with
others

Problem solves: drives for A & I

outcomes, proactive to
resolve issues and avoids
escalation
Organisation Structure

Chief Executive

Executive Director Executive Office Executive Director Executive Director

of People and Manager of Operations of Financial
Company Secretary
Performance Services and ICT

Assistant Director Health, Safety and

Head of Customer
Performance Director of Assets Head of Supported of Neighbourhood Facilities Manager
Servicess
Manager and Regeneration Housing Management

Team Leader Head of Assistant Director of

Project Manager Customer Services Financial Services
Head of Capital Supported Housing Neighbourhood
Team
Investment Management North

Assistant Director of Head of Investment Rent Income & Head of ICT

Customer Services
HR Strategy Lancaster West
Team
Manager

Head of Assistant Director of

Communications
Head of Contract Neighbourhood Home Ownership
Manager
Management Management South
Resident
Engagement Business
Manager Improvement
Manager

Principal Project
Accountant Environmental
Services Manager

Policy and
Improvement
Manager

Complaints Team
Terms and Conditions

Salary

You will be paid monthly - on the 15th of the month - and your pay is to be credited to
your bank or building society.

Hours

A 36 hour week is worked, Monday Friday, but you will be expected to work the hours
necessary to discharge the duties of the position.

Annual leave

Your annual leave is dependent upon your conditions of service and length of
continuous service. The annual leave for this position is 28 days per annum and 31
days after 5 years service.

Probation

All employees have a standard probationary period of six months.

Season Ticket Loan

Interest-free season ticket loans are offered from six months service, which are paid
back in monthly instalments through the payroll.

Pension Scheme

The TMO is an admitted member of the Local Government Pension Scheme, which is
a final salary pension scheme. The scheme provides for an employee contribution of
either 5.9% on annual salaries from 15,801 to 20,400, 6.5% on annual salaries from
20,401 to 34,000 or 6.8% on annual salaries from 34,001 to 45,500. An additional
contribution is payable by the employer.

Other benefits

Access to a health scheme, modern working environment and a range of learning and
development activities.
Advertisement
Kensington and Chelsea TMO is the first borough-wide housing organisation to give
residents a say in the management of their homes. With nearly 10,000 properties,
and a clear commitment to improving our services, we are looking for talented
people who share our vision for the future.

Neighbourhood Officer
28,224 - 32,253 per annum + Benefits
Location: The Network Hub, London W10 5BE

As part of a committed team, you will provide an excellent customer-focused tenancy

management service to our residents. By developing local knowledge and
establishing partnerships with other agencies, you will aim to meet the needs of both
our residents and the community. You will play a key role in improving the
environment in which our residents live.

With experience of working in social housing, you will have gained an understanding
of working with partner agencies, and of neighbourhood management and landlord
issues. Your understanding of best practice in managing anti-social behaviour and
harassment will be crucial. Excellent interpersonal skills and an ability to deal with
tenants sensitively are vital, as are good organisational and time management skills.

In return we offer excellent training opportunities, membership of the London

Government Pension Scheme and season ticket loan (after a qualifying period).

This position is exempt from the Rehabilitation of Offenders Act 1974 and a
Disclosure and Barring Service check will be undertaken on the successful applicant
before an appointment is confirmed.

To apply for this role you must submit your current CV along with a supporting
statement no longer than 1 side of A4 and email to jobs@kctmo.org.uk or posted to
the HR Team, Kensington & Chelsea TMO, The Hub, 292a Kensal Road London
W10 5BE. We would suggest that you email your applications to us wherever
possible, to avoid delays.

Closing date: Friday 7th March 2014

Interviews: TBC

The TMO is an equal opportunities employer

No Agencies Please

11