Job Details
Job Description
Housing Officer (Tenancy Services)
Department:
Housing Services
Reports To:
Tenancy Services Team Leader
Job Purpose:
The Housing Officer is responsible for delivering a high-quality tenancy and estate management service across the district. The post holder will manage a designated housing patch, ensuring effective management of social housing tenancies, supporting tenants to sustain their homes, and ensuring compliance with tenancy agreements.
The role involves working directly with tenants, residents, internal council teams, and external partner agencies to resolve tenancy issues, manage neighbourhood concerns, support vulnerable residents, and take appropriate action where tenancy conditions are breached.
The Housing Officer will maintain a visible presence within the community, helping to promote safe, sustainable, and well-managed neighbourhoods.
Key Responsibilities
Tenancy Management
- Manage a designated patch of council properties and maintain responsibility for a caseload of tenants.
- Provide advice, guidance, and support to tenants regarding their rights and responsibilities under their tenancy agreement.
- Monitor tenancy compliance and take appropriate action where breaches occur.
- Investigate and process tenancy-related requests, including:
- Tenancy successions
- Assignments
- Joint tenancy applications
- Tenancy transfers
- Maintain accurate records of all tenancy activity, decisions, and communication.
Anti-Social Behaviour and Tenancy Enforcement
- Investigate and manage cases involving anti-social behaviour and breaches of tenancy conditions.
- Gather evidence, take witness statements, and maintain detailed case records.
- Work with tenants and residents to resolve disputes through mediation, negotiation, and early intervention where appropriate.
- Work closely with legal services and partner agencies when enforcement action is required.
- Prepare documentation and attend court proceedings when necessary.
Supporting Vulnerable Tenants
- Identify tenants who may require additional support to maintain their tenancy.
- Work with internal teams and external agencies to provide appropriate assistance and referrals.
- Liaise with organisations including social care, health services, police, and support providers.
- Promote tenancy sustainment and prevent avoidable tenancy failure.
Estate and Neighbourhood Management
- Maintain a visible presence on council estates through regular visits and estate inspections.
- Identify and report issues affecting the quality of neighbourhoods.
- Engage with tenants, residents, and community groups to improve local areas.
- Attend tenant and resident meetings where required.
- Promote positive relationships between residents and the Council.
Partnership Working
- Develop effective working relationships with:
- Housing management teams
- Community safety services
- Lettings teams
- Housing operations
- Legal services
- Police
- Social care
- Health services
- Other community partners
- Represent the Council at meetings and multi-agency discussions when required.
Administration and Case Management
- Manage a varied caseload and prioritise work effectively to meet performance targets.
- Maintain accurate electronic records of all tenant contact, investigations, decisions, and actions taken.
- Prepare reports, letters, case summaries, and briefing notes.
- Ensure all work complies with legislation, housing regulations, Council policies, and good practice standards.
Key Skills and Experience
The successful candidate will demonstrate:
Customer Service Skills
- Ability to provide professional advice and support to tenants.
- Ability to communicate effectively with people from a range of backgrounds.
Communication and Conflict Resolution
- Experience managing difficult conversations and resolving disputes.
- Ability to remain calm and professional in challenging situations.
Case Management Skills
- Ability to manage a caseload, prioritise tasks, and meet deadlines.
- Strong organisational skills and attention to detail.
Decision-Making Skills
- Ability to investigate issues, assess information, and make fair decisions.
- Ability to apply policies and procedures consistently.
Partnership Working
- Experience working with internal teams, external organisations, or community partners.
- Ability to build effective working relationships.
Knowledge Required
Understanding of:
- Social housing tenancy management
- Tenancy agreements and housing responsibilities
- Anti-social behaviour processes
- Safeguarding and supporting vulnerable individuals
- Housing legislation, policies, and regulatory requirements
- Equality, diversity, and inclusion principles
Personal Attributes
The ideal candidate will be:
- Customer-focused and approachable
- Confident dealing with challenging situations
- Empathetic and supportive towards vulnerable people
- Fair and consistent when making decisions
- Organised and able to manage competing priorities
- Comfortable working independently and as part of a wider team
Key Outcomes of the Role
The Housing Officer will contribute to:
- Sustainable tenancies
- Safe and well-managed estates
- Positive relationships with tenants and communities
- Effective resolution of housing issues
- Compliance with tenancy conditions and housing regulations
- Delivery of an excellent housing service to residents
Apply
To apply for this job email your details to recruitment@carringtonblake.com.
