Housing and Property Management Apprenticeship

Housing and Property Management Apprenticeship at Roupell Park RMO Ltd

The Housing Assistant will work closely with the Housing Officer and wider team to deliver high-quality housing management services to general needs and leasehold customers at Roupell Park. This role will play a key part in supporting tenancy sustainment, monitoring key performance indicators (KPIs), and ensuring strong tenant satisfaction.

Apprenticeship Overview:

• Salary: £12 an hour
• Working Week: Monday 10am - 5pm, Tuesday 10am - 4pm, Wednesday 9am - 5pm, Thursday 10am - 5pm, Friday 9am - 4pm with a 1 hour unpaid lunch break
• Duration: 12 months
• Hours: 30 hours per week
• Level 2 Property Maintenance Operative Apprenticeship standard qualification
• Online training and support by our dedicated tutors
• Address: Brockham Drive, London, SW2 3RY

What you’ll do at work:

• Deliver efficient, customer-focused Housing Maintenance services and provide a right-first-time approach to enquiries.
• Act as the first point of contact for tenants, handling repair, maintenance, tenancy and general housing enquiries.
• Accurately log repairs, resident interactions and other requests on the housing management system.
• Liaise with the DLO and external contractors to arrange and monitor repairs, ensuring KPIs and emergency/urgent response times are met.
• Keep residents informed about repair progress, outcomes and expected completion times.
• Provide professional reception, telephone and email support, responding promptly to complaints and enquiries.
• Support tenant satisfaction through surveys, feedback and service improvement activities.
• Assist with rent and service charge monitoring, including contacting tenants in arrears and supporting payment plans and access to financial assistance.
• Maintain accurate arrears records and support tenancy sustainment through referrals, tenancy reviews and follow-up actions.
• Log and manage ASB complaints, escalating appropriately and keeping tenants updated while maintaining confidentiality.
• Identify and report safeguarding concerns and work with relevant services to support vulnerable tenants.
• Promote equality, diversity, accessibility and respectful treatment in all resident interactions.
• Monitor and contribute to KPIs covering repairs, tenant satisfaction, rent collection and ASB resolution, reporting progress to the Estate Director.
• Support community events and tenant engagement initiatives.
• Encourage confidence in digital services and use digital tools to improve customer service.
• Maintain GDPR compliance, confidentiality and accurate records.
• Undertake other reasonable duties as requested by the Estate Director.

Skills:

• Communication skills
• IT skills
• Attention to detail
• Organisation skills
• Customer care skills
• Problem-solving skills
• Presentation skills
• Administrative skills
• Nice personality
• Resilient
• Confident

Your training plan:

The successful candidate will obtain a Level 2 Property Maintenance Operative Apprenticeship standard qualification.

Each apprentice will have a dedicated tutor who will conduct monthly remote tutorials and reviews, providing continuous support throughout the apprenticeship program. Depending on the apprentice’s needs, the frequency of these sessions may vary.

What is the expected career progression after this apprenticeship?

Potential full-time employment for the right candidate upon successful completion of the apprenticeship.

Pre-employment checks. Please be aware that upon a successful offer of employment, the company completes digitalised right-to-work checks and DBS applications via an external provider - 'Matrix Screening'. The company also completes an internal online social media search, in line with Keeping Children Safe in Education guidance.

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