Housing Officer

Notting Hill Genesis Group; London Borough of Hammersmith and Fulham; Hybrid; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Annual leave

Pension

Maternity/paternity pay

Employee assistance

Health plan

Staff discounts

Salary loans

Cycle to work

Life assurance

Job summary

Notting Hill Genesis Group is seeking a Housing Officer to take ownership of homes and schemes within the portfolio, building strong relationships with residents and delivering services that respond to their needs. You will be visible in communities, listen to concerns, and coordinate actions to resolve issues from repairs to safety and service charges.

The role emphasizes cross-team collaboration with contractors and managing agents, using resident feedback to improve services and trust across

Qualifications

• Previous experience working in housing or as a Housing Officer.
• Strong interpersonal and verbal communication skills.
• Tenacious and resilient approach with strong problem-solving abilities.
• Excellent investigative, influencing and negotiation skills.
• Strong analytical skills and a customer-focused mindset.

Responsibilities

• Take ownership of homes and schemes within your portfolio and respond to resident needs.
• Investigate complaints, antisocial behaviour, and disputes with clear, documented resolutions.
• Carry out estate inspections and coordinate repairs, safety and safeguarding actions.
• Set and manage service charges with transparent budgeting and resident communication.
• Work with managing agents, contractors and internal teams to improve performance.

Skills

Interpersonal skills

Communication

Problem solving

Negotiation

Analytical skills

Customer focus

Job description

What you’ll do

As a Housing Officer, you’ll take ownership of the homes and schemes within your portfolio, building strong relationships with residents and delivering services that respond to their needs. You’ll be visible and approachable within your communities, listening to residents, understanding what affects their experience and making sure concerns are followed through to resolution. From repairs, estate standards and antisocial behaviour to service charges and managing-agent performance, you’ll work with residents, contractors and colleagues to keep homes safe and communities well maintained. As a Housing Officer, you’ll use resident feedback and your knowledge of each scheme to improve services, strengthen trust and create a consistently positive resident experience.

How you’ll do it

Build strong relationships with residents by being visible, accessible and responsive to questions or concerns about their homes and communities. Investigate complaints, disputes and antisocial behaviour cases, providing clear, well-documented resolutions and keeping residents informed. Carry out estate inspections and coordinate action on repairs, fire risk assessments, safeguarding and health and safety concerns. Set and manage service charges, ensuring budgets are fair, transparent and clearly communicated to residents. Work with managing agents, contractors and internal teams to resolve issues, improve performance and ensure agreed responsibilities are delivered. Use resident feedback, performance information and local knowledge to identify improvements and enhance the services provided across your portfolio.

The ideal candidate

We believe great service starts with great people, and we are committed to recruiting and developing passionate, enthusiastic, and talented individuals who can add value to our thriving organisation. Pending confirmation of legislative changes, this role may require a qualification to demonstrate competence. If not already qualified, there may be an expectation to study towards a professional qualification. Essential:Previous experience working in housing or as a Housing Officer.Excellent interpersonal and verbal communication skills.A tenacious and resilient approach, with strong problem-solving abilities.Excellent investigative, influencing and negotiation skills.Strong analytical skills and a customer-focused mindset.This role follows a hybrid working arrangement. You’ll spend at least two days each week working in communities, residents’ homes, estates or schemes, and at least two days working alongside colleagues in an office.

What’s in it for you?

Once you join us, you’ll find plenty of opportunities to grow within our organisation. You’ll also have access to a wide range of learning opportunities to help you achieve and maximise your potential.

Benefits include

• Excellent annual leave allowance and flexible working opportunities (qualifying period may apply)
• Generous pension scheme
• Enhanced maternity, paternity, and adoption pay in addition to statutory entitlements (qualifying period may apply)
• Employee assistance - free confidential advice and counselling services provided by independent specialist organisations.
• Health cash plan
• Staff discounts - we give our staff access to discounts at hundreds of major retailers, gyms, restaurants, entertainment, days out, insurance, and much more.
• Interest free loans - season ticket loan, tenancy deposit loan, and training loan
• Cycle to work scheme.
• Life Assurance x 4 annual salary

All about us

Notting Hill Genesis is a not-for-profit organisation providing affordable homes for Londoners and it is now one of the largest housing associations in London. We are both a landlord and a developer, with more than 65,000 existing homes and we employ around 1,800 employees. For more information on what we do and what makes us different please visit:https://group.nhg.org.uk/careers/ We welcome applications from everyone. We actively monitor the diversity of our workforce and strive to show equal representation throughout all levels of the organisation. We are a Stonewall Diversity Champion, a Disability Confident employer amongst other diversity commitments. To find out more about our approach to equality, diversity and inclusion please visit: https://group.nhg.org.uk/careers/diversity-is-our-strength/

This post is exempted under the Rehabilitation of Offenders Act 1974 and as such appointment to this post will be conditional upon the receipt of a satisfactory response to a Basic check via Disclosure and Barring Service (DBS). NHG reserves the right to close this vacancy early if we receive sufficient applications for the role, so we advise you to submit your application at your earliest opportunity.