Tenancy Manager

Job Overview

Job Purpose The role of the Tenancy Manager is to oversee a sizeable portfolio of non-managed tenancies, providing exceptional and seamless customer service to both tenant and landlord. The Tenancy Manager is responsible for all aspects of a Let-only tenancy, for the entire life-cycle of the agreement to ensure that the tenancy runs smoothly and in line with the contract.

Key Responsibilities: Management of a sizeable portfolio of properties handling all let only aspects of the tenancy to ensure each stage is handled as smoothly and effectively as possible:

Pre-tenancy

• New deal-checking to ensure all online paperwork has been executed accurately and completed in full
• Book requested pre-tenancy work to ensure the property is ready and to the required standard prior to the new tenancy commencement

• On-going maintenance of lease/ compliance
• Respond to general tenancy related queries throughout the lease, providing advice to tenants and landlords in terms of processes and procedures as they arise
• Oversee the renewal of annual gas safety certificates.
• Provide contractual support and assistance to Lettings Managers in the front-office to ensure potential tenants and instructing landlords receive accurate and informed advice

End of tenancy

• Manage the termination of tenancies in portfolio
• Ensure notices are served correctly and written confirmation is on file from tenant o Confirm end date and any liabilities verbally and in writing to tenant(s)
• Liaise with relevant lettings team in respect of remarketing the property.
• Oversee the release of tenant deposits, ensuring inventory reports are received and sent out within 48 hours. Ensure the landlord provides confirmation of any claim in a timely manner

Complaint or dispute handling

• Effective complaint handling, ensuring that each customer is provided with a quick and satisfactory resolution that is reflective of the Company high service level
• Refer deposit disputes to the Tenant Deposit Scheme (TDS) within 48 hours or receiving instruction from the landlord or tenant, with relevant paperwork and correspondence

Administration

• Address any incoming mail and respond within 48 hours of receipt
• Maintain accurate records of all communication via internal database (RPS)