Housing Officer

Hundred Houses; Cambridge; Hybrid; GBP 39,000 - 45,000; Full time

Benefits offered by this job

28 days annual leave

Private health insurance

Employee discount scheme

Defined contribution pension

Job summary

Hundred Houses Society is seeking a Housing Officer to manage a patch of properties and deliver a professional, resident-focused housing management service. You will handle tenancy and estate management, maximise income, and respond to anti-social behaviour with sensitivity.

You will work with customers, colleagues and partners to sustain tenancies and build positive landlord relationships, ensuring safe, well-maintained homes and responsive service delivery.

Qualifications

• Experience delivering customer-facing housing management services.
• Strong interpersonal and communication skills.
• Awareness of tenancy sustainment, safeguarding, ASB and vulnerability support.
• Practical, evidence-based approach to problem solving and risk management.
• Ability to collaborate with colleagues, customers and partners.
• Good digital skills and experience with housing systems.

Responsibilities

• Manage tenancy and neighbourhood issues, helping customers understand responsibilities.
• Proactively manage rent and service charge accounts, including income maximisation and debt advice.
• Address anti-social behaviour and safeguarding concerns with appropriate referrals.
• Monitor estate standards, safety compliance and grounds maintenance.
• Coordinate with authorities, police and partners to safeguard customers.
• Support allocations, empty homes and delivery of new homes.
• Assist access for mandatory safety checks and lawful action when needed.
• Maintain records, meet targets and support service improvements.
• Gather and respond to customer feedback to improve services.

Skills

Housing management

Customer service

Communication

Safeguarding

Problem solving

Digital skills

Education

GCSE English & Maths

CIH Level 3 Housing (or working towards)

Tools

Housing systems

Job description

Location: Cambridge office, with the opportunity for hybrid working

Salary: £37,449.68 per year + car allowance: £1,850 per year

Contract: Permanent Full-time

Hours: 37 hours

Are you passionate about helping customers sustain their tenancies, feel safe in their homes and take pride in their neighbourhoods? This is a fantastic opportunity for an experienced and customer-focused Housing Officer to play a key role in delivering good quality housing management services while positively impacting the lives of our customers. You will join our customer-facing Housing Team, working directly with customers and partners to deliver practical support, resolve issues early and make a positive difference across our communities.

About us

Hundred Houses Society is a charitable, not-for-profit housing association with a proud history dating back to 1933. We own and manage over 1,500 homes across Greater Cambridgeshire. Our mission is "To provide good quality homes and services in Greater Cambridge that people value". Our aim is to provide great value, low-cost homes for the people of Greater Cambridge and continuously strive to deliver better customer service.

About the role

As a Housing Officer, you will be responsible for managing a patch of properties and delivering a professional, responsive and resident-focused housing management service. Dealing with all aspects of tenancy and estate management you will ensure that homes are let efficiently, work to maximise rental and service charge income, deal with cases of anti-social behaviour and support our customers to meet the terms of their tenancy agreement. You will work closely with customers, colleagues and external partners to sustain tenancies, build positive landlord and customer relationships, and resolve a varied caseload in a fair, practical and customer-focused way. Through this work, you will help maintain thriving communities, address issues early and support excellent service delivery.

What you'll be doing

• Manage tenancy and neighbourhood issues, supporting customers to understand and meet their tenancy responsibilities.
• Proactively manage rent and service charge accounts, supporting customers who may be on low incomes or experiencing financial hardship, including signposting to income maximisation, benefits and debt advice.
• Respond sensitively and effectively to anti-social behaviour, hate crime, domestic abuse and safeguarding concerns, managing cases appropriately, making referrals and taking proportionate action where needed.
• Monitor and improve estate and neighbourhood standards, including communal areas, grounds maintenance and safety compliance.
• Work with local authorities, police, community organisations, support agencies and other stakeholders to address local issues, safeguard customers and support customer wellbeing.
• Support allocations, empty homes and the delivery of new homes, helping customers move into their homes, settle successfully and sustain their tenancies.
• Support access to homes for compliance with mandatory safety checks including taking legal action where necessary.
• Manage customer feedback in line with policy, focusing on first contact resolution, learning from feedback and improving services.
• Maintain accurate records, meet performance targets and contribute to wider service improvement projects.

About you

We are looking for someone with social housing, housing management or relevant community-based experience who can build trust, manage a varied workload and respond calmly and effectively to a wide range of tenancy, customer wellbeing and neighbourhood issues. To succeed in this role, you'll need:

• Experience of delivering high-quality, customer-facing housing management, estate management or income management services
• Strong interpersonal skills, with excellent communication, active listening and the ability to adapt your approach to different customers and situations
• Awareness of tenancy sustainment, safeguarding, domestic abuse, anti-social behaviour, financial hardship and the support needs of customers with a range of vulnerabilities
• A practical, evidence-based approach to problem solving, risk management and decision-making
• The ability to work collaboratively with colleagues, customers and external partners to achieve positive outcomes
• Good digital skills, including Microsoft Office and the ability to use housing systems and mobile devices effectively
• Hold CIH Level 3 or a willingness to work towards CIH Level 3 Housing qualification. GCSEs in English and Maths, or equivalent

A full current driving licence and access to your own vehicle.

Why join us?

We've held Investors in People Gold accreditation since 2020, reflecting our commitment to inclusivity, wellbeing, learning and professional growth. Joining us means being part of a collaborative organisation focused on continuous improvement and making a real difference.

What we offer you

• 28 days annual leave, excluding bank holidays
• Option to buy or sell up to 5 days' annual leave
• Private health insurance
• Employee discount scheme
• Defined contribution pension scheme, matched from 4% to 10%
• Employee Assistance Programme
• Life assurance
• Strong focus on learning, development and wellbeing
• Plus more when you join!

Please note that Enhanced DBS clearance is required for this role.