Neighbourhood Housing Officer

An exceptional opportunity has arisen to join one of North West’s leading housing associations. Prima Group is an ambitious, forward thinking and innovative place to work. We see our people being key to our success, and are Silver Award members of Investors in People.

As a Neighbourhood Housing Officer you will be providing front-line person-centred housing management services including tenancy management, tenancy support, ASB and safeguarding case work to Prima customers. As part of our new locality model launched in 2025, you will be working in local communities with a small patch of less than 300 properties. Our new way of working will help you build positive relationships with customers to enable tenancy sustainment and ensure we know our tenants better.

You will work within your communities to help create safe, vibrant and sustainable places that people choose to live.

Location: Flexible hybrid working arrangements between home and Prima offices (Columbus Quay or Twickenham Drive)

Salary: £34,666 Per Annum plus ECA £1,460

• Be the key contact for customers, making Prima visible within our communities and identify opportunities to engage customers
• Build strong relationships with customers to enable them to sustain their tenancy
• Provide housing related support, acting as an advocate for customers and referring to specialist services where required. Identify opportunities for customer involvement and work with the insight and innovation team to deliver the required outcomes.
• Responsible for providing a financial wellbeing service for customers. Implementing payment agreements were appropriate to maximise income for the business and support the income team where required.
• Complete visits for all new customers to check they have settled into their home and ensure we are still meeting their needs.
• Complete visits for all existing customers at least once a year to ensure customers are maintaining their property in line with tenancy agreements, identifying any support needs, repair issues and changes to household data
• Ensure all customer data records are kept up to date following each contact

• Deliver a comprehensive housing management service
• Lead the empty homes process and ensure new customers have access to any support and know how to manage their tenancy. Provide tenancy support to customers to enable customers to sustain their tenancies.
• Contribute to maintaining and improving the appearance of our communities, carrying out enforcement actions where needed.
• Respond to and deal with reports of nuisance and ASB, to prevent escalation and ensure appropriate resolutions.
• Responsible for managing all low level and high level ASB cases for a dedicated patch
• Monitoring Service Charge contractor performance on your patch and working alongside our assets team
• Support other colleagues delivering customer facing services such as Income Officers, Customer Services Assistants, Surveyors and Scheme Managers when required
• Ensure systems are updated with accurate and up to date information so that other teams are aware of the status of customer case management
• Assist the Voids and Lettings Co-Ordinator to let our homes to minimise rent loss and re-let costs
• Carry out viewings and signups with prospective customers

• Work with and understand your community needs to inform the development of community plans, which respond to opportunities and challenges.
• Deliver community plan actions, monitoring the impact of our work.
• Build local effective partnerships to improve services, training and work opportunities for customers and identify development or service opportunities for Prima.
• Collaborate with compliance colleagues to manage any risks within the community, to deliver safe and sustainable homes and communities.
• Collaborate with the Community Cohesion Officer on projects.
• Capture all social value related tasks and ensure systems are updated appropriately.
• To undertake any other duties to achieve personal, team and organisational objectives.

• Positive attitude to customers.
• Demonstrates drive and resilience.
• Self-starting and self-motivated.
• Does what it takes to get the right outcome.
• Confident.
• Curious.
• Supportive.
• Organised.
• Analytical problem solving.
• Adaptable.
• Customer Focus.
• Communication.
• Relationship building.
• Influencing.

• Educated to GCSE level or equivalent.
• Relevant professional qualification or recognised degree is desirable.
• Experience working in a Housing Officer role or experience of delivering housing management services in a registered provider, not for profit or public-sector organisation.
• Good working knowledge of processes relating to different housing tenure types.
• Good knowledge of housing regulations law and associated practices.
• Experience of delivering face to face customer service with the ability to have honest conversations with customers.
• Experience of developing partnership working with…