Housing Officer – AR

Job Details

Job Description

Job Title: Housing Officer (Housing Management & Coordination)

Service Area: Communities & Homes – Housing Services
Grade: Grade E
Reports To: Housing Services Team Leader

Job Purpose

To provide a comprehensive housing management service to Council tenants, ensuring effective tenancy management, excellent customer service, and the delivery of the Council’s housing objectives and priorities.

The postholder will manage a caseload of tenants, providing advice, support, and enforcement where required to sustain successful tenancies. The role involves working with residents, internal departments, and external partner agencies to resolve housing-related issues, support vulnerable tenants, promote community wellbeing, and ensure compliance with tenancy agreements and housing legislation.

The Housing Officer will work independently under the guidance of the Housing Services Team Leader and Senior Housing Officer, while contributing positively as part of a multi-disciplinary housing team.

Key Responsibilities

1. Tenancy Management

  • Provide day-to-day housing management services for Council tenants living in general needs properties.
  • Manage tenant enquiries through office appointments, telephone calls, home visits, correspondence, and email.
  • Support new tenants during the settling-in period, including completing tenancy visits within agreed timescales.
  • Review introductory and flexible tenancies and make recommendations based on tenancy conduct, rent accounts, property suitability, and compliance with tenancy conditions.
  • Process tenancy-related requests including:
    • Transfers
    • Mutual exchanges
    • Succession of tenancy
    • Other tenancy changes in line with legislation and Council procedures.

2. Tenant Support and Tenancy Sustainment

  • Provide advice, guidance, and practical support to tenants experiencing difficulties that may affect their tenancy.
  • Complete income and expenditure assessments to identify financial difficulties and ensure tenants are accessing appropriate benefits and support.
  • Refer tenants to specialist teams, including income officers, welfare support services, and partner organisations.
  • Work with internal departments and external agencies to develop support plans that help tenants maintain their homes.
  • Organise and participate in multi-agency meetings and case conferences where appropriate.

3. Anti-Social Behaviour and Tenancy Enforcement

  • Investigate reports of anti-social behaviour, neighbour disputes, and breaches of tenancy conditions.
  • Interview residents, collect evidence, maintain accurate case records, and prepare reports.
  • Work with agencies including police, social services, and mediation services to resolve issues.
  • Take appropriate enforcement action where necessary, including preparing evidence for legal proceedings and attending court to provide evidence.
  • Ensure all actions comply with relevant legislation, Council policies, and procedures.

4. Estate and Property Management

  • Carry out regular estate visits and property inspections to ensure effective management of Council housing stock.
  • Identify and respond to health and safety concerns, property condition issues, and tenancy-related problems.
  • Monitor communal areas and cleaning services to ensure standards are maintained.
  • Investigate reports of poor property conditions and work with relevant teams and agencies to support tenants.

5. Partnership Working

Develop effective working relationships with:

  • Council departments
  • Housing teams
  • Police
  • Social care services
  • Health professionals
  • Housing associations
  • Voluntary organisations
  • Support providers
  • Contractors
  • Legal representatives

Work collaboratively to achieve positive outcomes for tenants and communities.

6. Customer Service and Community Engagement

  • Deliver a customer-focused housing service that reflects Council values.
  • Communicate clearly and professionally with tenants, residents, and stakeholders.
  • Promote tenant participation and encourage resident involvement.
  • Support community initiatives and develop positive relationships with residents.
  • Promote equality, diversity, and inclusion in all aspects of service delivery.

7. Administration, Reporting and Data Management

  • Maintain accurate records using housing management systems.
  • Prepare case notes, reports, and statistical information for managers.
  • Monitor performance information and contribute ideas for service improvements.
  • Handle personal and sensitive information in accordance with data protection legislation.
  • Maintain confidentiality and professional standards.

Key Skills and Experience Required

The successful candidate will demonstrate:

Communication Skills

  • Ability to communicate effectively with tenants, colleagues, and external organisations.
  • Ability to handle difficult conversations with tact and sensitivity.
  • Strong written communication skills including report writing.

Customer Service Skills

  • Experience working with members of the public.
  • Ability to provide fair, respectful, and customer-focused services.
  • Ability to support people from diverse backgrounds.

Organisation and Decision Making

  • Ability to manage a varied caseload and prioritise competing demands.
  • Ability to work independently and use initiative.
  • Ability to investigate issues and recommend appropriate actions.

Problem Solving and Conflict Management

  • Ability to resolve disputes and manage challenging situations.
  • Ability to remain impartial and make balanced decisions.
  • Ability to follow policies and procedures while considering individual circumstances.

Partnership Working

  • Experience working with other teams, agencies, or organisations.
  • Ability to contribute to multi-agency approaches and support plans.

Knowledge Requirements

Essential knowledge:

  • Understanding of housing management principles.
  • Understanding of customer service within a public sector environment.
  • Awareness of confidentiality, GDPR, and information governance.
  • Understanding of equality and diversity principles.
  • Awareness of tenancy responsibilities and housing legislation.

Desirable knowledge:

  • Understanding of welfare benefits and income support.
  • Knowledge of anti-social behaviour processes.
  • Knowledge of health and safety requirements.
  • Knowledge of local authority housing services.

Qualifications and Experience

Essential:

  • Minimum of two years’ experience in a customer-focused environment.
  • Experience dealing with members of the public face-to-face and by telephone.
  • Ability to complete administrative tasks and maintain accurate records.
  • Full current driving licence.

Desirable:

  • Experience within housing, tenancy management, community support, or related services.
  • Working towards membership of the Chartered Institute of Housing (CIH) or equivalent qualification.
  • Strong IT skills and experience using case management systems.

Working Environment

  • Combination of office-based and community/site-based working.
  • Flexible working arrangements subject to service requirements.
  • Regular tenant visits and estate inspections required.
  • Occasional evening meetings may be required.
  • Attendance at court may be required.

Overall Purpose of the Role

The Housing Officer is responsible for managing successful tenancies by balancing support, advice, and enforcement. The role ensures tenants receive the help they need while maintaining safe, sustainable communities and protecting the Council’s housing responsibilities.