Purpose of Job
Responsible for delivering strategic client side activity for the asset management service, including, quality inspections and performance monitoring, investigating and resolving complex customer complaints, tackling statutory disrepair cases and responding to Ombudsman enquiries relating to the repairs service.
To provide a comprehensive specialised technical service to ensure that potential disrepairs, statutory nuisance, structural repairs and insurance claims against the Royal Borough of Greenwich are dealt with professionally in accordance with procedures. To manage and monitor works in relation to structural, insurance schemes and disrepair procedures. Work with ordering and delivery managers to achieve a level of quality and consistency within the repairs service, agreeing action to improve service delivery. To supervise, provide instructions and guidance to up to 50 internal/external contractor staff, working in a number of dispersed locations, to ensure that work is completed on time, to a high specification and is carried out in accordance with relevant Health and Safety standards.
Main duties and responsibilities
1. To negotiate and liaise with tenants, leaseholders, their legal and surveying representatives, Legal Services and other professional bodies, access arrangements to carry out pre and post inspections to identify areas of statutory disrepair and defects under the current Housing Disrepair Protocol.
2. To prepare detailed specifications of work, risk assessments and method statements relating to on-site inspections and produce estimates, feasibility studies and plans for the cost effective processing of repairs. Obtain tenders and quotations from approved contractors ensuring compliance with statutory budget and audit requirements, standing orders and financial regulations.
3. To produce accurate photographic records to support casework in Court, assist stock condition purposes and to ensure recharges for repairs can be collected effectively. Maintain proper records of visits and inspection findings, making recommendations to senior managers on any areas needing further actions.
4. To produce detailed expert reports and professional diagnostic surveys and represent the Council in Court as an expert witness, give evidence and assist the Court with technical issues.
5. Investigate and assist with responses to the Ombudsman service in relation to repairs and major works issues, ensuring responses are provided in a timely manner to agreed procedures and timescales.
6. To maintain a comprehensive and working knowledge of relevant legislation, local documentation and court procedures. Liaise with legal colleagues on individual cases ensuring that relevant legislation is adhered to in respect of disrepair to avoid unnecessary litigation. Keep abreast of developments with statutory and regulatory requirements legal proceedings and interpretation of legislation.
7. To work independently, manage and monitor a variable caseload in relation to disrepair, structural and insurance work to provide an effective specialist surveying service. Be proficient in the use of devices, aids and instruments for the purpose of making assessments and diagnosis of building failures. Undertake a full range of diagnostic tests and procedures to establish causation in cases of dampness and specify appropriate remedial works.
8. To establish and maintain good lines of communication and positive working relations with relevant staff and managers across the department within other directorates of the Council and with external partner agencies and organisations.
9. Attend case conferences, meetings, committees, and home visits to tenanted properties (including outside normal working hours as required) to advise on a range of housing issues, present reports and feedback on investigations.
10. To advise and apportion liability for repairs and decorations between the Council and the occupier. To develop expertise for example party wall awards to determine legal responsibilities.
11. To report on KPI and customer satisfaction targets for the repairs service and assist in the preparation of statistical and performance reports.
12. To monitor performance and review procedures, make recommendations and communicate lessons learned to improve business efficiency. Ensure the service is delivered to a standard that meets or exceeds the Council’s promise to residents.
13. To supervise contractors on site to include all contract administration. Establish the validity of contractual claims and disputes, undertake negotiation and settlement as appropriate and adjust invoices as necessary. Oversee start dates, work in progress, standards of workmanship and materials, monitor and report variances and recommend corrective action.
14. To conduct quality inspections and audits of repairs and major works activities including the in-house surveyors. Monitor, appraise and report regularly on service standards and performance taking effective action to address under performance. Check that the quality
of work conforms to defined standards represents value for money and is completed within specified timescales.
15. To conduct health and safety inspections to ensure compliance with current legislation and the Council’s policies and procedures including the safe management of toxic substances such as asbestos.
16. To advise tenants and leaseholders on alterations and improvements approving proposals, setting conditions and taking account of the Landlord’s obligations under Section 151.
17. To maintain operation and assist in the continuous development of the ISO 9000 Quality Management Systems and other business quality systems.
18. To provide cover, assist with training and undertake any other duties as appropriate to the level and nature of the post’s duties. Identify areas of potential improvement in the work of the team and make recommendations to ensure the continued effective operation of the team.
19. Carry out all duties with regard to the provisions of health and safety regulations and legislation, the Council’s equal opportunities, anti-poverty and customer care policies; the New Technology agreement and Data Protection legislation.
20. To provide and make use of a suitable vehicle for business use including site and property visits as required travelling extensively across the borough within acceptable times.
21. To make good and proper use of the Council’s IT systems, entering and retrieving information accurately and appropriately, ensuring that databases and other casework records are correct and up to date.