Housing Officer

Hundred Houses Society Ltd, Cambridge; Greater London; Híbrido; GBP 34.000 - 41.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

28 days annual leave

Buy/sell up to 5 days

Private health insurance

Pension matching 4%-10%

Employee Assistance Programme

Life assurance

Learning and wellbeing

Descripción de la vacante

Hundred Houses Society Ltd in Cambridge is seeking a Housing Officer to manage a patch of properties, delivering a responsive, resident-focused service. You will help sustain tenancies, support income and safety checks, and work with partners to resolve issues in a community-focused way.

The role requires safeguarding awareness, tenancy experience and strong communication. Hybrid working is available; drive to engage with residents and partners to improve neighbourhood wellbeing.

Formación

• Experience in customer-facing housing management or income management services.
• Strong interpersonal and communication skills; able to adapt to different customers.
• Awareness of tenancy sustainment, safeguarding, anti-social behaviour and financial hardship.
• Practical, evidence-based approach to problem solving, risk management and decision-making.

Responsabilidades

• Manage tenancy and neighbourhood issues and tenancy responsibilities.
• Proactively manage rent and service charge accounts; support customers on low incomes.
• Respond to anti-social behaviour and safeguarding concerns; make referrals as needed.
• Monitor estate and neighbourhood standards; ensure safety compliance.
• Collaborate with local authorities, police and partners to address local issues.
• Support allocations, empty homes and delivery of new homes; assist tenants to move in.
• Ensure access to homes for mandatory safety checks; act on required legal steps.
• Maintain accurate records and meet performance targets; contribute to service improvements.

Conocimientos

Customer service

Communication

Safeguarding

Problem solving

Teamwork

Digital skills

Driving licence

Educación

CIH Level 3 Housing qualification

GCSE English & Maths

Herramientas

Housing management software

Microsoft Office

Descripción del empleo

Cambridge office, with the opportunity for hybrid working

£37,449.68 per year + Car allowance: £1,850 per year

Hours: 37 hours per week

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.

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
• 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!

We encourage early applications and may close the vacancy once we have received sufficient applications from candidates who meet the essential criteria.

If you’re passionate about helping customers succeed in their homes and want to make a positive difference in local communities, we’d love to hear from you.

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

Inclusion and Diversity

We welcome applications from people of all backgrounds and experiences, and are committed to creating a fair, inclusive and accessible workplace.

All qualified applicants will be considered for employment regardless of protected characteristics, in line with the Equality Act 2010.

Data Protection & Privacy

We process personal data in line with UK GDPR and the Data Protection Act 2018. Your information will be used only for recruitment and employment purposes, stored securely and retained only as long as necessary. Further details about how we handle personal data, including your rights, are available in our Privacy Policy.