Housing Assistant

GOVANHILL HOUSING ASSOCIATION

HOUSING ASSISTANT

CANDIDATE INFORMATION PACK

Thank you for your interest in our vacant position of Housing Assistant.

This file contains all of the information you will need to apply for the post:-

•  General information regarding the Association
•  Our job advert which can also be found in Employers in Voluntary

Housing’s website and publications

•  The Job Description and Person Specification
•  A brief summary of the terms and conditions of the post
•  Staff structures

The job Application Form is available as a separate Microsoft Word file which you

may complete electronically.

Please note that the closing date for applications is Monday 2nd March at 10.00
a.m.

If you require further information regarding the Association or the position

advertised, please do not hesitate in contacting me on 0141 636 3626 or by email:

mwilliamson@govanhillha.org

Thank you.

Alison Kevan
Director of Corporate Services & HR
akevan@govanhillha.org

1.

Background

1.1  Govanhill Housing Association was formed in 1975 and is a Registered Social

Landlord which operates within a Group Structure.

1.2

The Association owns 2,800 tenanted units and is factor to 1,500 owners.

1.3

The Association has a Management Committee and has four sub
committees:

•  Audit & Risk
•  Development & Property Services
•  Finance & General Purposes
•  Tenancy Services

1.4

The Association’s Wider-Role activities are provided via the Association’s
wholly owned, non-charitable subsidiary, Govanhill Community
Development Trust, which also owns and manages a portfolio of
commercial properties.

1.5

The Association operates from our offices at Samaritan House, part of the

former Royal Samaritan Hospital, which was refurbished by the Association
in 2006.

2.

Staffing

2.1

The Association’s current staffing structure involves 72 (full time equivalent)

staff deployed as follows :

•  Director
•  Senior Management Team –

o  Head of Corporate Services & HR
o  Head of Development and Property Services
o  Head of Finance & ICT
o  Head of Tenancy Services

•  Corporate Services & HR Team
•  Development & Property Services Team
•  Finance & ICT Team
•  Tenancy Services Team

•  Govanhill Community Development Trust

Govanhill Community Development Trust was established in 1991.  It is a company
limited by shares with all shares held by its parent, Govanhill Housing
Association.   The Trust has two main purposes:

1.    To provide social, economic and environmental benefits for the Govanhill

community

The Trust acts as the community regeneration, development and support arm

for  Govanhill  Housing  Association.   The  Trust  has  a  wider  role  within  the

community working closely with the Association and delivers a wide range of

activities.

2.    The letting and management of a significant portfolio of workspaces

The Trust has progressively expanded its role in providing workspace and office

accommodation.    In  doing  so,  the  Trust  has  supported  local  economic

development.   We  have  a  range  of  tenants  including  private  businesses,

community  organisations,  social  enterprises,  entrepreneurs  and  others.   This

role has protected a number  of  local  buildings  and  provides  an income  that

can be used to support the Trust’s wider purposes.

Govanhill Housing Association provides a comprehensive range of services focused on the needs of tenants
and owner occupiers in the Govanhill and Merrylee communities.  We carry out acquisition and improvement

of  tenemental  stock  as  well  as  delivering  a  new  build  programme.  We  work  closely  with  our  subsidiary
company,  Govanhill  Community  Development  Trust,  whose  community  development  and  regeneration

services complement our own role as a social landlord.

HOUSING ASSISTANT

EVH GRADE 6 - Spinal points 17 - 20
£36,517 - £39,921 p.a. (pay award pending)

We are looking for an additional engaging, innovative and hard-working Housing Assistant to join our
Tenancy Services Team and help us deliver an excellent service to our tenants and other customers.

The duties of this post are many and varied but will involve working closely with a Housing Officer to ensure
the smooth running of a patch.

You will assist with the day-to-day delivery of the full range of housing management services to our tenants
(excluding arrears management).

Candidates must be numerate and proficient with Microsoft Office applications, have excellent verbal and
written communication skills and an ability to relate well to members of the public, colleagues and
contractors.

You will be committed to delivering excellent customer service and bring a positive, can-do attitude, along
with strong organisational and time management skills.

Previous experience of working in an office environment, is preferred but not essential, as is knowledge of

the social rented sector and previous experience of using housing software.

If  you  share  our  commitment  to  providing  excellent  services  to  our  customers  in
Govanhill  and  Merrylee  and  would  enjoy  working  within  this  diverse  community,  you

can find further information in the Application Pack which can be obtained from  our
website: www.govanhillha.org or contact:

GOVANHILL  HOUSING  ASSOCIATION,  Samaritan  House,  79  Coplaw  Street,  Glasgow

G42 7JG
Telephone: 0141- 636 3626 Email: recruitment@govanhillha.org
Closing date: Monday 2nd March 2026 at 10 am
Interview Date: Wednesday 11th March

EVH conditions of service will apply.

Govanhill Housing Association is committed to Equality of Opportunities and welcomes
applications from all sections of the community.

Person Specification

Job Title

Section

Grade

Housing Assistant

Tenancy Services

5/6

Date Reviewed

July 2023

1.

Main Objectives of Post

1.1

To assist in the delivery of high performing, efficient and effective tenancy

services.

1.2

To support the Housing Officer in a range of housing management
activities including:-

-
-

-

House Letting
Tenancy & Estate Management

Administration of Tenancy Agreements including sign-ups

1.3

To administer the Association’s Housing Waiting List and process
applications for housing.

1.4

To deliver excellent customer service and promote resident engagement.

2.

Accountability

2.1

To the Senior Housing Officer on a day-to-day basis and thereafter via the
Tenancy Services Manager to the Tenancy Services Manager.

3.

 Positively contribute to the delivery of a high performing, reactive
housing management serv ice

3.1

3.2

3.3

3.4

Support the Housing Officer to deliver the range of services provided to all
residents in the patch.

Contribute to and also be receptive to new ideas to improve efficiency and
service and support these being consistently applied to ensure maximise
potential for continuous improvement.

Contribute to the delivery of targets and objectives within the Association’s
Business Plan.

Support the collation of information for the Regulator’s ARC Return and
other reports as required.

4.

Ensure effective communication & advice

4.1

Clearly communicate with colleagues to ensure excellent service delivery.

4.2

Ensure all interactions with our customers are conducted to the highest

possible standards and that all service requests are delivered on time.

4.3

Provide prospective tenants with a full range of information including
property, likely availability and application support.

4.4

Respond to customer contact and enquiries, delivery on all customer

commitments and resolve customer issues and complaints.

4.5  Communicate with other partners and agencies as required in relation to
the key functions of Housing Management, reporting any problems to the

Senior Housing Officer/Housing Officer.

4.6

Ensure the Association’s I.T. system contains up-to-date information in
relation to all aspects of the management of the patch.

5.      Administration of the Association’s Housing List

5.1

Contribute to the effective management of the Association’s housing list
by:-

-  Pointing applications in accordance with the Association’s policy
-  Processing applications
-  Conducting home visits
-  Dealing with enquiries including correspondence and processing of

changes in circumstances

5.2

Contribute to the effective operation of the Association’s allocations
system in line with the policy and procedures and reporting any issues to
the Senior Housing Officer.

5.3

Liaise with other agencies regarding associated matters as appropriate,
and highlighting any issues to the Senior Housing Officer.

5.4

Ensure appropriate visits are carried out in relation to the waiting list and

allocations and that associated information is present and correct.

5.5

Provide information to tenants regarding the Association’s transfer policy
and the housing list.

5.6

Deal with suspensions in line with our policy and procedures.

6.      House Letting

6.1

Support the house letting process (including mutual exchanges and
changes to tenancy) in line with the Association’s policies and procedures

and ensure vacant properties are allocated timeously with minimal rent
loss.

6.2

Liaise with other agencies to implement nomination agreements.

6.3

Consider referrals from Glasgow City Council’s homelessness services

within the terms of the Association’s policy and Homelessness protocol.

6.4

Ensure the provision of accurate advice to waiting list applicants and
support the regular review of the waiting list.

7.

Tenancy & Estate Management

7.1

7.2

Contribute to the developing systems, policies and procedures to provide
an efficient, effective and responsive service.

Ensure tenants are aware of their tenancy obligations in relation to estate
management and anti-social behaviour and that breaches are dealt with
appropriately.

7.3  Monitor the general environment in the patch escalating issues to the

relevant colleague, agency or Council Service.

7.4

Carry out house visits as necessary to deal with estate management
problems and work with the Housing Officer and Backcourt Engagement
Worker to ensure standards of close and stair maintenance are adhered
to.

7.5

Carry out settling-in visits to provide information to new tenants on their
responsibilities under the tenancy agreement.

7.6

Take part in a programme to carry out Annual House Visits to every tenant

of the Association.

8.      Rent Accounting

8.1

Assist Tenancy Services Manager and Senior Housing Officer with the work
associated with yearly rent consultation.

8.2

Contribute to the review of the rent policy and service charges.

8.3

Liaise with necessary department to assist tenants who have rent

concerns or arrears.

9.

Termination of Tenancies

9.1

Ensure tenants are aware of, and adhere to, their responsibilities on
termination of tenancies including arrangements regarding return of keys.

9.2

Liaise with the Maintenance and Finance teams and housing
benefit/council tax regarding tenancy terminations ensuring appropriate
information is made available.

10.      Tenant Participation

10.1

Promote knowledge and awareness of the tenant participation function
through day-to-day dealings with tenants.

10.2  Assist in providing information to tenant groups and encouraging their

activities.

10.3  Assist the Senior Housing Officer/Housing Officer and Tenant Participation
staff in consulting tenants on review of key policies in accordance with the
Association’s Tenant Participation Strategy.

10.4

Support the Senior Housing Officer/Housing Officer by attending meetings

with tenants’ groups as required.

11.

Health & Safety

11.1

Ensure all Health & Safety obligations are met in relation to the post and

wider department obligations.

11.2

To report any Health & Safety issues immediately to the relevant member
of staff.

12.

Audit

12.1

To support any relevant internal and external audits, meeting with
auditors, responding to queries, commenting on draft audit reports,

providing performance information and implementing action plans as
required.

13.

Equal Opportunities

13.1

Ensure activities in relation to tenancy management fully comply with
Equal Opportunities legislation and best practice.

13.2   Support reporting by timeously providing Equalities information as

required.

13.3

Promote and engage in a culture in the organisation that embraces
equality, diversity and inclusion.

14.

Information & Confidentiality

14.1

Ensure all Department related elements of and responses to the

Complaints Policy, Subject Access Requests, Environmental Information
Requests and Freedom of Information requests are made in line with policy
and legal wider requirements.

14.2

To maintain confidentiality at all times and adhere to the Association’s
policies and procedures in this area.

15.   Other Duties

15.1  Work with Factoring, Development and Maintenance Sections to deliver a
full service to tenants, assisting colleagues with relevant information and

contact with tenants and owners as required.

15.2

Support the planning and delivery of tenancy service wide initiatives e.g.
Cash for Kids, festive event or Tenants Conference.

15.3

Provide cover within the team as directed by senior staff, to ensure

continuity of service delivery.

15.4

Participate in the review, implementation and integration of any new
technology.

15.5

To attend meetings including those outwith normal office hours as

required.

15.6

To carry out any other duties as are required by the Association,
commensurate with the nature and grade of the post.

Person Specification

Job Title

Section

Grade

Housing Assistant

Tenancy Services

5/6

Date Reviewed

July 2023

1.

Education/Qualifications

Essential

Desirable

1.1

1.2

Educated to at least National 5 or equivalent level

*

Chartered Institute of Housing qualification or
relevant other professional qualification or equivalent

*

2.

Skills, Knowledge and Experience

Essential

Desirable

2.1

2.2

2.3

2.4

2.5

2.6

2.7

2.8

2.9

Excellent interpersonal and communication skills
(written and verbal)

Experience of working in a customer care
environment with a proven track record in dealing

with the public face-to-face and on the telephone

Committed to the delivery of excellent customer
services

Ability to liaise effectively with other staff and to offer
advice and support when required

Strong organisational and time management skills
with the ability to manage day-to-day workload with

minimal supervision

An effective team player who is capable of coping
with changing circumstances and demands

Ability to effectively manage a considerable
workload to work to imposed deadlines

Competent in the use of computerised systems

*

*

*

*

*

*

*

*

Proficient in the use of Microsoft Excel

*

2.

Skills, Knowledge and Experience

Essential

Desirable

2.10

2.11

2.12

2.13

2.14

Experience of using CAPITA Housing Software

Knowledge of current legislation and regulatory
framework relating to Housing Associations.

Experience of working in a Housing Association, other
housing provider or similar

Ability to demonstrate an understanding of equal
opportunities legislation and experience of working in
a diverse community

An understanding of the requirements of information
processes such as dealing with complaints and EIR
and FOI requests

*

*

*

*

*

3.

Personal Characteristics

Essential

Desirable

3.1

Flexible approach to work including the ability to work

3.2

3.3

outwith office hours if required

Ability to speak a community language

Appreciation of Health & Safety issues, including lone
working

3.4

Ability to maintain confidentiality at all times

*

*

*

*

RECRUITMENT OF HOUSING ASSISTANT

SUMMARY OF PRINCIPAL TERMS AND CONDITIONS OF EMPLOYMENT

Govanhill Housing Association is a member of ‘Employers in Voluntary Housing’

(EVH) and the terms and conditions for this job largely follow the EVH terms. A
summary of the principal areas are as follows:

Salary Scale

The current EVH salary scale for this job is Grade 6 (Spinal Points 17-20) - £34,745
- £37,984 p.a. (pay award pending)

Hours of work
This post is for 35 hours per week.  A flexible working system is in operation.

Holiday Leave
25 working days holiday leave and 15 days general and public holidays (pro-

rata) is available.

Pension Scheme

The Association is a member of the Scottish Housing Associations’ Defined
Contribution Pension Scheme which you have the option of joining 3 months after

your start date.

Notice Period
One month by either party.

This summary is for general guidance of applicants and will not form part of

the contract of employment. Any offer of employment will be subject to the
receipt of satisfactory references.