Fact file:
Name: Jenna Southern
Job: Tenancy services officer for Muir Housing Group (Chester City Centre)
Born: Cockermouth, Cumbria
Lives: Northwich
Education: Cannon Slade Secondary School and sixth form, Salford University (degree in sociology)
Family: Not married, no children, just horses and dogs
I recently began a new role with Muir Group Housing Association as a tenancy services officer covering the Chester City Centre area. I previously worked elsewhere as an anti-social behaviour officer and a domestic abuse and violence officer.
My alarm sounds at 6am. I press snooze whilst watching Good Morning Britain to catch up with recent affairs. There is usually a mad dash to get out the house by 7.10am because I have snoozed for too long. I catch the train at 7:21am most mornings for a 20-minute journey to work through the countryside which is usually spent checking work emails to get a head start before reaching the office.
Once at work I have about an hour to pick up any messages and deal with enquiries I may have missed whilst out on site the previous day. I often spend the next part of the morning preparing for the day’s visits.
No two days are the same in a housing management role and you always need to allow breathing space for unexpected, urgent situations that may arise.
A day can involve: interviewing perspective tenants for available properties, including affordability checks, background address checks, reference checks and identifying any additional support needs; signing people up for new tenancies – explaining the tenancy agreement, checking we have all necessary information about the tenant and giving them the keys; completing four-week visits to check how people are settling into their new home; completing eight-month visits to discuss any tenancy issues and ensuring those who have completed their starter tenancies satisfactorily convert to an assured tenancy; responding to complaints of anti social behaviour – by using informal remedies such as mediation/restorative justice, or in more serious/persistent causes pursuing legal action which can include an application for an injunction order or a claim for possession of a property; dealing with permission queries – possibly about tenants adding members to their households or changing aspects of their property; completing tenancy audits to ensure properties are kept in good condition; promoting tenant involvement through community activities; dealing with queries regarding adaptations to homes; joint visits with income services officers to ensure rent payments are being received while providing extra support where necessary and scheme inspections to confirm properties and communal areas are properly maintained.
What do you wear to do your job? Smart, casual clothes and flat shoes because I do a lot of walking around.
What is the favourite part of your job? Working in a role that allows me to have face to face contact with customers. I gain a lot of satisfaction from helping people, going the extra mile and obtaining a good outcome for both the customer and Muir Group.
What is the least favourite part of your job? Usually getting out of bed in the morning, but once I’m at work I really enjoy it.
What would be your dream job if you weren’t doing what you do now? I used to work in a sandwich shop when I was younger and I absolutely loved it so I guess I would like to run one of my own.
How do you relax when you are not working? My main hobby is horse riding which I have enjoyed since I was four–years-old. I have three horses which are stabled in Bolton and cared for jointly by my mum and my ‘second mum’.
I travel back to Bolton every Friday night after work to spend the weekend with the horses. My weekend usually consists of training, competitions and mostly hacking out around the countryside.
I regularly compete in showing classes and working hunter classes. More recently I took up the challenge of jumping cross country. This has proved a real test of nerves and I wish I started years ago when I didn’t realise (or care) that falling off really does hurt!
What is your favourite film? The romantic comedy Bridesmaids. I find it so funny.
What is your favourite book? Nothing beats reading ‘The Very Hungry Caterpillar’ when I was at school.
What is your favourite song? Skinny Love by Birdie – I think she has an amazing voice.
If a film was made of your life, who would you like to play you? I guess it would have to be Julia Roberts.
Have you had your 15 minutes of fame yet? I was once on GMTV getting my face painted by the actor Sean Maguire on a live broadcast as part of a charity event for Vision Aid.
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