Mark Fenn

My key responsibilities whilst working in my most recent role was the management of 76 units within a Sheltered accommodation scheme. I was responsible for daily well-being checks on all residents who chose to receive calls - via intercom/alarm system and also personal visits were carried out when appropriate or required. I also ensured the effective running of the scheme welcoming/liaising with visitors, maintenance contractors, carers and healthcare professionals. I booked repairs identified for residents through the CRM system/ liaised with the allocations team and ensured that these were carried out within the agreed response times. I also organised events and activities at the scheme.

I arranged & chaired regular Resident meetings, was responsible for the completion of support reviews, needs and risk assessments and updating the scheme profile and CRM to record and manage all relevant data.

Confidential notes and file diaries were also maintained and updated for each Resident.

Prior to our recent restructure I was the rent arrears Officer for the scheme and which involved the monitoring of tenants rent accounts on a weekly basis, to identify and minimise rent arrears and maximise income. I also liaised extensively with with appropriate external agencies such as DWP/The Local Authority and Welfare Rights.

I also ensure all Health & safety checks are carried out across the scheme. These include:- Pull cord checks (Communal & Residents) Fire alarm tests, emergency lighting, Fire, Health & Safety and communal fridge/freezer temperature checks. I operated/monitor the CCTV system and was diligent about maintaining the security of the scheme

In addition I oversaw budget planning and ordering of items for the scheme such as cleaning products and electrical items.

I also liaised extensively with the lettings team:- conducting viewings of void flats, Gathering all evidence of identification documents, proof of incomes, Pre-void checks, Sign ups. Taking NTQs and setting up Direct debits and discussing payments options.

I communicated extensively and effectively with all other departments across Southern Housing, accessing and delivering information through e-mails, telephone calls and letters - where appropriate. I compiled reports as necessary and corresponded via letters/e-mails with tenants and external agencies as required.

I worked through an Employment Agency for Birmingham City Council managing & supporting clients across 3 sheltered Housing schemes. My duties included:- Providing support to residents where ongoing support needs were identified. Regular weekly visits to supported residents were carried out - ensuring that all repairs identified were reported and assisting clients to maximise their incomes and checking that correct benefits were in place.

Other areas of support included referring/signposting clients to other agencies who may be able to assist with medical needs, financial issues/debt and assisting with correspondence and form filling.

I helped tenants to ensure that their rent and service charges were paid:- liaising with appropriate departments and external agencies to achieve this whilst also adhering to the policies and procedures of the Council. I also regularly carried out support plans, risk assessments and reviews with clients on an ongoing basis. In addition I carried out Housing Needs Assessments for people wishing to apply for Sheltered Housing.

I also chaired monthly Resident meetings at each scheme, - addressing resident concerns and advising of all events and activities which may be of interest. I was also responsible for maintenance of facilities/guest rooms and communal areas across the schemes, conducting weekly health & safety checks in line with the Council's policies and procedures.

I worked for an organisation providing Supported Housing accommodation to vulnerable adults including ex-offenders, clients with learning disabilities and people with drug and alcohol dependencies. Duties included reporting of Health & safety issues, property repairs, welfare advice, overseeing and monitoring of rent payments, signposting to agencies/Healthcare organisations and reporting any other areas of concern.

I made regular visits to clients - either on an individual basis or with HMOs (Group homes) also conducting support plans & risk assessments. I also carried out reports concerning vandalism/ASB and breaches of tenancy agreements. I updated client records and liaised with contractors. In addition I Provided a Tenant consultation service, dealing with enquiries and complaints.

I managed 2 sheltered Housing Schemes (Including Extra Care) assisting elderly residents to maintain their tenancies:- safeguarding, conducting daily visits, checking / monitoring general well-being, health & safety and reporting of repairs as necessary. I signposted clients to appropriate agencies, assisted with form filling and liaised with Benefit agencies where appropriate.

I also completed Support plans & Risk Assessments at regular intervals, managed community rooms / offices on site and ensured these met with all health & safety regulations.

I managed a sheltered scheme of 22 units and also provided a floating support service to residents within the local area. Essentially promoting Independent living and assisting in maintaining their tenancies. My role also included safe and well monitoring of of sheltered residents (Daily contact) which was carried out whilst also encouraging the safety and security of tenants within their homes.

I carried out regular checks on smoke alarms, testing of community alarms/pendants and fitting/installation/demonstration of the dispersed alarm systems.

I also liaised with external agencies and Health care workers and provided drop-in sessions at the Community rooms and local library offering support, guidance and advice on benefit issues. In addition I facilitated resident activities within the Community rooms as well as organising and chairing resident meetings.

Reviews, assessments & support plans were also carried out, along with recording of all confidential information on a database in line with data protection policies. I also promoted the service within the local community, generating new referrals where identified.

I spent four years working in Customer Services, dealing with all areas of customer telephone and face to face contact. I also worked as a housing advisor on the main front-line reception area.

I handled all aspects of Social Housing, including:- Rent enquiries, taking rent payments, liaising with other Departments and external agencies. I also carried out Tenancy Management, handled complaints, lettings and properties during the voids process - frequently visiting properties to conduct the pre-void checks and checks prior to Mutual Exchanges. In addition I assisted customers with the bidding process and the compilation of a weekly newsletter as well as spending some time photographing void properties and assisting in the advertising of these in a weekly cycle.

I worked with the CRM system on an ongoing basis as a tool for customer management and effective communication with other departments within the company.

I also spent some time employed with the Resident Engagement Team, covering all aspects of Resident involvement, facilitating/chairing meetings, organising events, implementing resident surveys and maintaining the client database.

I spent a further 2 years with Whg as a Generic Floating Support Worker providing a service to tenants and local residents in the area. This aimed to cover all key areas in the well-being of residents and the maintenance of their tenancies via Home visits, signposting to external agencies/ health carers. I also carried out support plans and Risk assessments.

I worked within busy call centre environment handling all aspects of Customer telephone contact. This included:- Complaints and dealing with all enquiries relating to local council services, Taking bookings, payments by card, monitoring, recording and updating all information on the CRM system. Liaising with, and updated other agencies/council departments where appropriate.

I also directed calls to appropriate individuals and departments and ensured a superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.