Neighbourhood Housing Officer

Torus Group; Liverpool; On-site; AUD 57,000 - 80,000; Full time

Job summary

Torus Group is seeking a Neighbourhood Housing Officer to deliver high-quality tenancy and estate management services across our Liverpool neighbourhoods. You will be the first contact for residents, manage a portfolio of homes, and work with partner agencies to ensure safe, clean, and well-managed communities.

You will collaboratively support tenancy sustainment, handle ASB cases, complete inspections, and maintain accurate records while promoting safeguarding in line with policies.

Qualifications

• Experience delivering housing management or neighbourhood services in social housing or customer-focused settings.
• Knowledge of housing legislation, tenancy management and safeguarding responsibilities.
• Experience managing ASB, tenancy breaches and other housing-related casework.

Responsibilities

• Deliver tenancy and estate management for a portfolio of properties.
• Be the main contact for tenants, offering guidance on tenancy and neighbourhood matters.
• Manage tenancy-related issues including abandoned properties, assignments, and access problems.
• Conduct tenancy audits, new tenancy visits, starter tenancy reviews, and viewings as needed.
• Manage anti-social behaviour and tenancy breach cases with appropriate actions.
• Investigate breaches of tenancy conditions and serve notices where required.
• Undertake needs assessments and arrange interventions or referrals for at-risk residents.
• Promote tenancy sustainment and help residents maintain successful tenancies.

Skills

Housing management

ASB management

Relationship building

Casework

Record keeping

IT systems

Tools

Housing management software

MS Office

Job description

Do you have experience delivering housing management services, building strong relationships with residents and communities, and resolving tenancy-related issues?

We're looking for a Neighbourhood Housing Officer to join our team and play a key role in delivering high-quality tenancy and estate management services across our neighbourhoods in Liverpool.

In this role, you'll be the primary point of contact for residents, helping to sustain tenancies, tackle anti-social behaviour, improve neighbourhoods and deliver excellent customer service. You'll manage a portfolio of homes, carrying out tenancy management activities, estate inspections and case management, while working collaboratively with residents, colleagues and partner agencies to ensure neighbourhoods are safe, clean and well managed.

What you'll be doing:

• Deliver a comprehensive tenancy and estate management service across a designated portfolio of properties.
• Act as the first point of contact for tenants and residents, providing advice and guidance on tenancy and neighbourhood matters.
• Manage tenancy-related issues including abandoned properties, assignments, relationship breakdowns, unauthorised occupation, tenancy fraud and access issues.
• Carry out tenancy audits, new tenancy visits, starter tenancy reviews, exchange inspections, accompanied viewings and attend evictions where required.
• Manage a caseload of anti-social behaviour, hate crime and tenancy breach cases, taking appropriate and proportionate action.
• Investigate breaches of tenancy conditions and prepare and serve notices where necessary.
• Undertake needs assessments for residents at risk of tenancy failure and provide interventions or referrals to appropriate support services.
• Promote tenancy sustainment by helping residents maintain successful tenancies and access relevant support services.
• Conduct estate inspections and proactively identify issues that impact neighbourhood quality, customer satisfaction and demand.
• Work collaboratively with Income, Assets, Development, Tenant Involvement, Support and Safer Estates teams to achieve positive outcomes.
• Build strong partnerships with local authorities, elected members, support agencies and other stakeholders.
• Maintain accurate records, case notes and reports in line with company procedures and data protection requirements.
• Promote safeguarding and ensure any concerns relating to vulnerable adults or children are reported in line with company and local authority policies.

What we're looking for:

• Experience delivering housing management, tenancy management or neighbourhood services within a social housing or customer-focused environment.
• Knowledge of housing legislation, tenancy management and safeguarding responsibilities.
• Experience managing ASB, tenancy breaches and other housing-related casework, with the ability to make balanced decisions and resolve issues effectively.
• Strong communication and relationship-building skills, with experience working collaboratively with residents, colleagues and partner agencies.
• Ability to support tenancy sustainment, engage with customers who may have additional support needs, and deliver positive outcomes.
• Confident managing a varied caseload, maintaining accurate records and using IT systems effectively.
• Proactive, organised and customer-focused, with a commitment to improving neighbourhoods and delivering excellent service.
• Full UK driving licence, access to a vehicle for business use with relevant insurance.

Interview Process:

Candidates will be invited to attend a face-to-face competency-based discussion at our Liverpool City Centre Office. The discussion will explore your relevant experience and is likely to cover areas such as tenancy management, safeguarding and customer service. Interviews will take place week commencing 9th November 2026.

Additional Information:

Each successful applicant will be required to complete the following pre-employment checks prior to a start date being agreed:

• Right to work verification
• Qualification certificate check (where applicable)
• Enhanced DBS check may be required
• Completion of all new starter documentation including signed terms and conditions

Please note, we reserve the right to close this advert early if we receive a sufficient number of applications.