Case Manager Working within communities ensuring tenants receive a high quality and responsive
housing and support service in a safe and secure environment, including providing
tenancy management support and encouraging independence and choice.


Case Manager To oversee the administration and management of social housing properties.
With an overall responsibility for approx.140 160 tenancies.


Ensure housing landlord duties are discharged in accordance with Somerset
Councils policies and procedures.


To ensure that housing regulations, policies and procedures are adhered to.


To oversee the housing administration and management of social housing tenants
and their homes across several sheltered housing schemes.


Accountabilities Case Manager
*Pre-Tenancy and Onboarding Support Case Manager
*Provide comprehensive pre-tenancy support to prospective tenants, including offering information and advice during property viewings, carry out the sign-up process, and ensuring new tenants are fully introduced to their home and tenancy. This includes supporting tenants through an initial six-week period and ensuring they are aware of all available services.
*
*Sustaining Tenancies and Ongoing Support Case Manager
*Conduct regular home visits and maintain ongoing contact with tenants to encourage self-help with managing their tenancy. Address all housing-related enquiries, from basic tenancy advice to managing complex cases, and accurately record all interactions on the Open Housing System.


*Multi-Agency Collaboration and Decision-Making Case Manager
*Attend and contribute to multi-agency panels and forums, making informed decisions on the suitability of applicants and participating in problem-solving initiatives. Collaborate with internal teams, council services, and external stakeholders to sustain tenancies.
*Legal and Tenancy Management
*Lead on taking effective legal action in cases of tenancy breaches, which may involve pursuing injunctive or possession proceedings. Conduct annual tenancy checks, inspect homes to ensure compliance with tenancy agreements, and support tenants when ending a tenancy, including property inspections.
*
*Advice, Advocacy, and Welfare Support Case Manager
*Provide tenants with information and advice on welfare benefits, budgeting, managing money, and tenancy responsibilities and obligations including permissions and minor adaptations or alterations.


*Risk Assessment and Safeguarding
*Undertake person-centred risk assessments for all tenants, create and review Personal Emergency Evacuation Plans as needed, and respond appropriately to safeguarding concerns in line with council policies. Ensure the safety and security of tenants.
*
*Health, Safety, and Compliance
*Work with other departments to ensure compliance checks and health and safety requirements are met. Conduct regular inspections of communal areas, report and address any risks, and take legal action where tenant behaviour endangers others, particularly regarding fire safety.


*Promoting Independence and Wellbeing
*Encourage the use of assistive and personal technologies to support tenant independence, verify operational status of devices, and work closely with emergency response services. Support tenants with low-level mental health needs and help reduce isolation by promoting a positive community atmosphere.


*Community Engagement and Activities
*Support and administer referrals for aids, adaptations, and repairs.


*Service Development and Professional Standards
*Support the manager in service development by producing relevant data and evidence for improvement. Maintain high standards of integrity, confidentiality, and customer service, comply with all council policies and procedures, and promote successes to ensure a positive and professional image at all times.




Knowledge / Experience / Skills Case Manager


Knowledge of introductory and secure tenancies and the management of these tenancies.


Understand customer services values, equality, diversity, and inclusion.


Wider knowledge of housing law.


Experience Case Manager
Have experience in a role with a similar level of responsibilities.


Understand the principles of data protection.


Organised, conscientious, energy, drive, confident and assertive.


Able to meet deadlines and delivering excellent frontline services in a pressurised environment.


At least two years experience of housing management managing and providing support to tenants within a local authority or similar environment.


Experience of working with a range of partners, including communities, to develop new and different ways of working.


Experience of managing conflict and dealing with disputes.


Excellent communication skills both written and verbal.