Housing Officer, Customer Service​/HelpDesk

To provide a customer focused housing management service that works with customers, colleagues and partners to create neighbourhoods and communities that people love to come home to.

We reserve the right to close this job advert early if we receive a high volume of applications.

• To provide excellent housing management services to customers and potential customers including tasks in tenancy and neighbourhood management, lettings, arrears and customer involvement and empowerment.
• To ensure that customers voice is being heard and that customers have meaningful input into service delivery.
• To monitor own outcomes in key performance areas in collaboration with, and under the direction of, the management team.

• Carry out tenancy visits to new and existing customers as part of targeted or routine tenancy monitoring. Assist with tenancy monitoring data management as required and provide support to colleagues to ensure effective tenancy management as required.
• Take a holistic approach to managing tenancies, employing creative solutions and working with customers to resolve issues and sustain tenancies.
• Give due consideration to and document resident protected characteristics and vulnerabilities, demonstrating reasonable adjustments, before considering enforcement action.
• Work with individual customers and other agencies to ensure support needs are being met and that customers are signposted to services and resources which may improve their health and wellbeing.
• Identify safeguarding issues, open and manage cases, refer and signpost customers appropriately in accordance with procedures and best practice. Work in partnership with other agencies to ensure the safety of vulnerable or at risk customers and their households.
• Investigate and work collaboratively, with other agencies as required, to help resolve nuisance and anti‑social behaviour using all available tools from early intervention through to enforcement. Case management of anti‑social behaviour, including implementing enforcement and legal action.
• Take a trauma‑based approach to both supporting victims of ASB and perpetrators of ASB, aiming to understand their needs and find creative resolutions.
• Identify, investigate and resolve tenancy‑related fraud.
• Keep up to date with legislation, policy, procedures and best practice and share knowledge with the team.

• Carry out regular estate and communal area visits to monitor the safety, appearance and upkeep of estates and the delivery of services to customers.
• Work positively and collaboratively with customers, caretakers, cleaners, gardeners and maintenance staff to address areas of concern and to bring about neighbourhood improvements where needed.

• Carry out property inspections and liaise with outgoing customers and colleagues to minimise maintenance works and re‑let times.
• Assess housing applicant eligibility and suitability for housing and identify and address support needs to promote tenancy sustainability, signposting to services and working with partners.
• Provide a welcoming and informative service for new customers via viewings and sign‑ups.
• Review and assess mutual‑exchange applications.
• Provide support to the Lettings Officer, and cover for the role, as necessary.
• Work with under‑occupiers, supporting them to downsize where possible.

• Engage positively with customers to prevent and minimise rent arrears and other debts, signposting them for further support and assistance where needed.
• Provide cover for other colleagues in managing customer accounts, following the relevant policies and procedures.
• Work with vacating tenants to ensure that they clear their rent account before their tenancy terminates to maximise income streams.
• Support tenants to engage with agencies to improve their financial health.

• Welcome and encourage customer feedback and work positively to resolve customer concerns.
• Seek to identify individual customers or groups of customers that could become more involved in customer scrutiny or engagement work.
• Co‑ordinate and attend engagement activities, work with partners and help…