Mark Pragg

Experience

• 

  Severnside Housing

  May 2004 - May 2021

  To advise on a wide range of housing issues and assist the Neighbourhood Manager in the provision of customer focused effective and efficient customer services.To be responsible for the general housing management of designated properties including any leasehold properties, shops, garages and in accordance with the Association policies and procedures. To initiate, review and develop appropriate procedures to pro-actively manage rental income sources and related arrears and serious rent arrears to minimize income loss and prevent homelessness. Ensure provision of money advice to tenants with rent arrears and multiple debt problems working with colleagues and other agencies to maximize income payments and prevent and reduce arrears.To support the Neighbourhood Manager in the collection of income and the recovery of current and former tenant arrears, leasehold and other service charges, chargeable repairs, shop and garage income and arrears in relation to the Company’s housing stock.To work within the Company’s Equality & Diversity Policy, Health and Safety Policy, Customer Service Standards and Performance Management Framework ensuring that these are complied with throughout all Tenant Services within the scope of this role; to ensure the highest standards of customer care in all aspect of the housing management service.Ensure that all activities undertaken are carried out to the highest standards of integrity and professionalism in accordance with the Company’s policies and procedures. Show less To actively support and provide cover for the Tenancy Services Manager on a wide range of anti-social behaviour issues and assist the Tenancy Services Manager in the provision of customer focused effective and efficient tenants services. Managing Tenancy Services Officers advising on actions to be taken to tackle high level anti-social behaviour cases ensuring all paperwork is correctly correlated and updated. I also ensure all court paperwork is correctly compiled. I also support the Tenancy Services Manager in managing the Income Team as and when required.I effectively seek and promote links with partner agencies.I promote the organization’s services and ensure staff are kept up to date with changes in housing legislation, best practice, policies and procedures and to ensure any changes are smoothly implemented. Show less

  • Senior Neighbourhood Officer

    Oct 2011 - May 2021

  • Senior Tenancy Services Officer

    Aug 2007 - May 2021

  • Area Housing Officer

    May 2004 - Aug 2007
• 

  Housing Plus Group

  Nov 2020 - now

  Neighbourhood Manager

  • Managing customer facing staff to deliver excellent customer service. The team deal with vulnerable customers ensuring tenancy agreements are adhered to along with compliance requirements.• Managing the service, building strategic procedures and policies.• Managing staff and services through great periods of change ensuring staff remain trained, valued and motivated.• Implementing new housing management computer systems.• Managing projects to keep staff motivated and knowledgeable on all aspects of roles from tenancy management, anti-social behaviour, estate management and income collection.• Building and monitoring performance measures to ensure a compliant and excellent performing service.• Negotiated prices with contractors for cost-effective maintenance provisions.• Managed disputes and tenancy complaints to achieve high rate of first-time resolution.• Performed internal audits for data protection, risk management and health and safety. Show less

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  Shropshire Towns and Rural Housing

  Sept 2024 - now

  Complaints and Disrepair Manager