Housing Officer, Customer Service​/HelpDesk

Housing Officer (x6) – Bedfordshire/Buckinghamshire

Location:

Bedfordshire, Buckinghamshire

Salary: GBP 36,000 per annum

Vacancy type:
Full‑time

It matters. So we’re bringing it closer to home. Our customers have told us they want us to better understand their needs at a local level, and to be more visible in the communities we serve. We’ve listened. That’s why we’re creating new roles, strengthening our local presence, and looking for people who want to be part of what comes next.

This is a varied, hands‑on role where no two days are the same. You’ll be a visible and trusted presence in your communities: supporting customers, managing tenancies proactively, and working closely with partners to help people sustain their homes and live well.

We are looking for six Housing Officers to cover the following patches in the Bedfordshire/Buckinghamshire area:

• 2 – Bedford
• 2 – Central Bedford
• 1 – Central Bedford, Luton, North Hertfordshire
• 1 – Milton Keynes, Buckinghamshire

You’ll take ownership of a defined patch, acting as the key point of contact for residents and ensuring services are responsive, compliant, and customer‑focused. Your responsibilities will include:

• Managing the full tenancy lifecycle, from sign‑up through to end of tenancy
• Handling tenancy changes, mutual exchanges, and investigations into tenancy breaches or fraud
• Supporting lettings and voids activity to minimise rent loss and turnaround times
• Carrying out estate inspections and addressing neighbourhood and environmental issues
• Managing low‑level antisocial behaviour, neighbour disputes, and supporting more complex cases
• Identifying and responding to vulnerability, safeguarding, hoarding, and non‑access cases
• Completing person‑centred fire risk assessments and monitoring health and safety issues
• Investigating complaints and learning from outcomes to improve services
• Working in partnership with local authorities and external agencies to support customers effectively

Throughout everything you do, you’ll champion Stonewater’s Customer Promise: delivering services that are respectful, personalised, and trauma‑informed.

• You’ll bring experience of housing management or a similar customer‑facing role, along with the confidence to manage complex and sensitive situations professionally.
• Experience of tenancy, estate management, lettings or neighbourhood services within social housing.
• Knowledge of housing legislation, including safeguarding, ASB and welfare reform.
• Strong communication and influencing skills, with the ability to work calmly under pressure.
• A customer‑focused mindset, with a commitment to equality, inclusion and trauma‑informed practice.
• Confidence using digital systems and data to manage cases and improve performance.
• The ability to work independently, manage competing priorities, and make sound day‑to‑day decisions.
• You’ll also be comfortable working flexibly, including participating in an out‑of‑hours rota where required.
• Appointment to this role will be subject to a satisfactory Disclosure and Barring Service Check, satisfactory references and possession of a valid Right to Work document.

At Stonewater, our customer promise is “We are proud to make things personal; if it matters to our customers, it matters to us.” This role is at the heart of how we build trust with our customers. If you’re someone who takes pride in getting things right, supporting others, and making a difference through everyday interactions, we’d love to hear from you.

Stonewater is a leading housing provider. We manage around 40,000 homes, serving 93,000 customers across our portfolio of affordable properties for general rent, shared ownership and sale, alongside specialist accommodation.