Job Description

Role: Housing Officer

Location: Telford

Job Type Permanent

Reports To: Housing Manager / Senior Housing Officer

Salary: To be discussed during interview

Essential: Experience within a similar role & a Full UK driving licence with own vehicle.

Purpose Of The Role:

The Housing Officer is responsible for managing a portfolio of properties and tenancies, ensuring that residents receive a high standard of service. The role involves tenancy management, rent collection, neighbourhood support, and resolving housing-related issues in line with organisational policies and legal requirements.

Key Responsibilities:

Tenancy Management

• Manage the letting, and termination of tenancies in accordance with housing policies.
• Conduct tenancy sign-ups, home visits, and inspections to ensure compliance with tenancy agreements.
• Support residents with issues relating to tenancy sustainment and welfare.
• Handle breaches of tenancy, including anti-social behaviour (ASB) cases, rent arrears, and property misuse.

Rent & Income Management

• Monitor rent accounts, identify arrears, and take proactive steps to recover outstanding debts.
• Work with tenants to develop affordable repayment plans and signpost to financial support services.

Neighbourhood & Estate Management

• Maintain clean, safe, and well-managed estates through regular inspections.
• Liaise with contractors and maintenance teams to resolve repairs and property issues.
• Promote community engagement and positive relationships between residents.

Customer Service & Support

• Provide responsive, professional customer service to tenants and applicants.
• Work collaboratively with internal departments and external agencies (e.g., social services, police, community groups).
• Support vulnerable tenants by referring them to appropriate support services.

Compliance & Record Keeping

• Ensure compliance with housing legislation, data protection, and safeguarding procedures.
• Maintain accurate records, case notes, and reports using housing management systems.
• Contribute to policy reviews, audits, and service improvement initiatives.

Essential Skills & Experience

• Experience in housing management, tenancy support, or community development.
• Strong understanding of housing law, tenancy agreements, and rent arrears procedures.
• Excellent communication, negotiation, and conflict resolution skills.
• Ability to manage a busy workload and prioritise effectively.
• Competent in using housing management software and Microsoft Office.
• Full UK driving licence (if required for the role).

Desirable Qualifications

• Chartered Institute of Housing (CIH) qualification or working towards it.
• Experience working with social landlords, local authorities, or housing associations.
• Knowledge of welfare benefits and financial inclusion initiatives.

Core Competencies

• Customer Focus
• Problem Solving
• Teamwork
• Integrity and Professionalism
• Attention to Detail
• Resilience and Empathy

What We Offer:

• The opportunity to make a lasting impact on services supporting individuals with complex needs.
• Ongoing training, professional development, and clinical support.
• A supportive, values-led culture that encourages innovation and best practice.
• Benefits include:
• 24/7 access to a doctor (for you, partner, and children under 18)
• Day off for your birthday
• YouLife (exclusive employee discounts on retail, travel, and dining)
• 24/7 mental health support (for you, partner, and children)
• Home-life advice and life insurance
• Salary sacrifice on cars (post-probation)
• Employee of the Month initiative