Senior Housing Officer; East

About The Job

Hours per week: 37

Contract type:
Permanent

Salary: £39,152 - £41,771 a year plus £963 essential car user allowance

As a Senior Housing Officer – East at Luton Borough Council, you will play a pivotal role in delivering a high‑quality, responsive, and customer‑focused tenancy management service across a patch of council‑owned properties. Working closely with the Area and Community Safety Manager, you will supervise Estates Officers and support Housing Officers and ASB Officers in managing complex tenancy issues, ensuring that all performance targets and regulatory standards are consistently met, including the Social Housing Regulation Act 2023, Awaab’s Law, and the Renters’ Rights Act.

You will be the first point of contact for residents, responding to enquiries via telephone, email, and face‑to‑face meetings, and ensuring an efficient and professional service at all times. Your role will include reviewing and auditing cases to maintain compliance, embedding an action learning approach to continuous service improvements, and enhancing the overall resident experience.

You will lead and mentor a team of Estates Officers while supporting Housing Officers to manage high‑risk and complex cases, including tenants with multiple needs such as mental health challenges, substance misuse, hoarding, or domestic abuse. You will ensure safeguarding procedures are followed, providing support and guidance to staff and tenants as needed.

The role involves carrying out property inspections, tenancy audits, and estate visits, taking appropriate action to enforce tenancy conditions, prevent housing fraud, and prepare documentation for legal action, including court proceedings and evictions where necessary.

You will also respond to complaints, MP enquiries, FOIs, and safeguarding reviews, producing performance reports tailored to different audiences, and contribute to projects and initiatives that improve service delivery. Being a visible presence in the community, you will represent the Council at partnership and resident meetings, estate inspections, and action days, developing resident involvement and helping shape neighbourhood‑focused housing services.

It is a dynamic, hands‑on role, ideal for a proactive housing professional who is committed to providing excellent service, supporting staff development, and making a tangible difference to residents and the local community.

Please note this role does not attract sponsorship.

We are seeking a dedicated housing professional with experience in leading teams, managing systems and processes, and delivering high‑quality tenancy management services. You will have experience of administrative work within housing or a similar environment and be confident in supporting staff to achieve excellent outcomes for residents.

You are an effective communicator, able to write reports and present complex information clearly to a wide range of audiences, including residents, colleagues, and external agencies. You can represent the service professionally at meetings and build strong, positive relationships internally and externally.

You have the ability to manage complex and sensitive situations, provide technical and supportive advice, and offer realistic solutions to challenging issues, handling matters with professionalism and discretion. You are organised, able to prioritise workloads, meet deadlines, and work effectively on your own initiative.

You will have a strong understanding of equality and diversity issues and a clear commitment to promoting equal opportunities in housing services. You will also possess up‑to‑date knowledge of housing legislation, regulations, and best practice, including housing management, welfare reform, benefits, debt management, and tenancy sustainment.

Membership of the Chartered Institute of Housing, a relevant professional qualification, or equivalent experience is desirable, or you should be willing to work towards this.

The role requires flexibility, including attending meetings and work outside of normal office hours, responding to emergencies when required, and the ability to travel across Luton and surrounding areas. A full…