Community Housing Officer

Walsall Housing Group Limited; Walsall; On-site; GBP 29,000 - 36,000; Full time

Benefits offered by this job

27 days annual leave (plus Christmas)

Defined benefit pension scheme

Health cash plan

Shopping and leisure discounts

Job summary

Walsall Housing Group Limited is recruiting a Community Housing Officer to deliver proactive housing management and sustain tenancies across the Midlands region. You will build trusted relationships with customers, manage a caseload and work with partners to deliver positive outcomes and safe communities.

The role requires experience in housing management, knowledge of tenancy law, and the ability to handle sensitive cases with empathy.

Qualifications

• Recent and relevant experience in Housing Management in the social housing sector.
• Understanding of landlord and tenant law and current regulations.
• Experience in face-to-face customer interaction in customers' homes.
• Experience managing Anti-Social Behaviour cases and vulnerable customers.
• Experience of safeguarding duties and working with partners to achieve outcomes.
• Experience of partnership working to improve customer outcomes.

Responsibilities

• Deliver proactive housing management services to reduce risk to customers and properties.
• Main point of contact for customers; empower tenancy management.
• Manage a defined caseload with holistic support plans to sustain tenancies.
• Work with vulnerable customers and partners to prevent tenancy failure.
• Lead on tenancy fraud detection and assist in recovering abandoned properties.

Skills

Housing management

Customer interaction

IT literacy

Regulatory knowledge

Education

CIH Level 3 (desirable)

Tools

Housing management systems

Job description

The following content displays a map of the jobs location - Walsall

Location: Walsall, West Midlands

Contract: Permanent, Full Time, 37 hours per week

Closing Date: 29th September 2026

Interview Date: To be confirmed

At whg, our Community Housing Officers are at the heart of our neighbourhoods. This is a rewarding and fast-paced role where you’ll work directly with customers including those with vulnerabilities to sustain tenancies, strengthen communities and improve outcomes.

You’ll build trusted relationships, support customers through challenges and take action where needed to protect individuals, communities and homes. From early intervention and tenancy support through to enforcement and partnership working, you’ll play a key role in delivering safe, sustainable and thriving communities.

• Deliver proactive, high-quality housing management services that reduce risk of harm to customers, communities and properties.
• Act as the main point of contact for customers, building relationships that empower them to manage their tenancies and make positive decisions.
• Manage a defined caseload, identifying early signs of tenancy risk and putting holistic support plans in place to sustain tenancies.
• Work with vulnerable customers and partner agencies to achieve positive outcomes and prevent tenancy failure.
• Manage nuisance and low to medium harm ASB cases, including mediation and restorative approaches to resolve disputes.
• Support the Community Safety Team with high-risk cases where required.
• Take enforcement action when necessary, including preparing evidence and representing whg in court proceedings.
• Lead on the detection and prevention of tenancy fraud and support the recovery of abandoned properties.
• Build strong relationships with local partners, agencies and community groups to improve outcomes for customers and neighbourhoods.
• Attend and lead partnership meetings, representing whg locally and driving collaborative solutions.
• Encourage strong connections between customers, neighbours and communities to support pride in place.
• Ensure excellent customer experience and high levels of satisfaction across all interactions.
• Work collaboratively across whg to influence and improve services, systems and processes.
• Maintain up-to-date knowledge of housing legislation, regulation and best practice.
• Deliver against KPIs and service standards while continuously reviewing and improving ways of working.

We're looking for someone who has:

• Recent and relevant experience in Housing Management, working in the Social Housing Sector.
• Understanding of the fundamentals of landlord and tenant law and up to date regulation of housing management.
• Qualified to CIH Level 3 (desirable)
• Experience of face-to-face customer interaction in their homes.
• Experience in managing Anti-Social Behaviour cases - such as neighbour disputes, noise nuisance and other tenancy breaches.
• Experience of working closely with vulnerable individuals, working with partners to deliver a positive outcome.
• Experience of dealing and addressing challenging customer behaviour.
• Experience of case management, managing a diverse, varied, and complex caseload at various stages of the customer’s journey.
• Experience of safeguarding duties and working with customers who may have a range of vulnerabilities.
• Experience of partnership working to achieve successful outcomes for our customers.
• The ability to handle sensitive situations with empathy and professionalism.
• In-depth knowledge of current housing regulations and policies
• Awareness of regulatory requirements relating to all tenancy types
• The ability to communicate clearly and effectively in writing and verbally with customers, local groups, and partners.
• The ability to use IT proficiently; particularly experience of accessing housing management data, interpreting information, and producing detailed written documentation.

What’s in it for you?

In return, you will receive a competitive salary, 27 days annual leave (plus Christmas shut down), a defined benefit pension scheme, health cash plan, a range of shopping and leisure discounts.

We are output focused and flexible and believe in giving colleagues the right balance of autonomy and support to enable them to work to their full potential. Despite the high expectation for performance and delivery, we are committed to ensuring colleagues have a healthy work-life balance and able to work in agile ways which support them.

About us

At whg, we are dedicated to providing affordable homes across the Midlands and creating sustainable communities. We believe everyone has the right to a safe and secure home, which is the foundation for a successful life. Our values Trustworthy, Respectful, Accountable, Collaborative and Excellent guide our work and our commitment to creating an inclusive workplace where everyone can thrive.

whg and Aspire Housing have agreed a merger, which will create a new housing association with 32,000 homes across our Midlands heartlands. These plans do not affect our current recruitment, and all advertised posts remain approved and active. Find out more about these proposals

We have been recognised as a top employer in the prestigious Sunday Times Best Places to Work 2026. The awards celebrate the top employers in the UK who are leading the way in employee pride, job satisfaction and wellbeing, as well as reward and recognition.

We are proud to be a Disability Confident Employer, committed to providing opportunities and support for all applicants, including those with disabilities.

whg is committed to safeguarding and promoting the welfare of our customers and communities. Please note that for some roles, a Disclosure and Barring Service (DBS) check may be required as part of our pre-employment screening process.

This vacancy is open to both internal and external applicants