Localities Housing Officer , Management Localities East

Permanent

Grade C- £ £36,581 -£45,529

Consultation grade - subject to formal evaluation under the Equal Pay Programme

Working 36.5 hours per week

Sponsorship is not available for this post. Applicants must have the right to work in the UK that does not require employer sponsorship for the duration of the appointment.

We’re looking for a customer-focused and experienced Housing Officer to deliver an effective, responsive housing management service for Birmingham City Council’s residents.

You’ll manage a varied caseload, including complex tenancy issues, complaints, escalated enquiries and breaches of tenancy. Using prevention, early intervention and enforcement approaches, you’ll work to sustain tenancies, address anti-social behaviour and ensure council homes and neighbourhoods are managed in line with relevant legislation, policies and procedures.

Working closely with residents, colleagues and external partner agencies, you’ll help resolve housing-related issues, provide practical advice and support residents to access appropriate services. You’ll also contribute to improving service delivery, maintaining accurate records and achieving positive outcomes for individuals and communities across Birmingham.

• Manage complex housing management cases, including escalations from Neighbourhood Officers, ensuring issues are investigated thoroughly and resolved in accordance with Council policies and procedures.
• Investigate and respond to complaints, enquiries and tenancy breaches, taking appropriate action to address anti-social behaviour, potential housing fraud and other tenancy management concerns.
• Provide advice and guidance to residents on tenancy matters, housing options, welfare benefits, budgeting and income maximisation, helping them sustain their tenancies and access relevant support.
• Work collaboratively with statutory, voluntary and community organisations to resolve complex housing issues, participate in multi-agency meetings and make appropriate safeguarding referrals where required.
• Engage with residents and community groups, encouraging participation and providing clear information on housing options, including social housing, private rented accommodation, mutual exchanges and other available solutions.
• Maintain accurate case records and management information, monitor performance against agreed targets and contribute to reports, recommendations and service improvement activities.
• Ensure all work complies with relevant housing legislation, Council policies, equality and diversity requirements, data protection, safeguarding and health and safety procedures.

• Experience working within a housing management environment, with an understanding of tenancy management, relevant housing legislation and associated policies and procedures.
• Experience managing a varied caseload, including complex tenancy issues, complaints, customer enquiries and breaches of tenancy.
• Strong communication and customer service skills, with the ability to engage professionally with residents, colleagues and external stakeholders, including when dealing with sensitive or challenging situations.
• Excellent organisational and problem-solving skills, with the ability to prioritise competing demands, manage deadlines and maintain accurate case records.
• Experience of partnership working and multi-agency collaboration to resolve housing-related issues and support residents with complex needs.
• The ability to provide clear, practical advice and guidance on housing options, tenancy sustainment and relevant support services, recognising safeguarding concerns and making appropriate referrals.
• A proactive and inclusive approach, with a commitment to delivering…