Housing Officer

Stonewater; Norwich; On-site; GBP 25,000 - 35,000; Full time

Job summary

Stonewater is seeking a skilled individual to join their team in Norwich as a key point of contact for residents, managing tenancies and promoting community well-being. The role involves overseeing the tenancy lifecycle and requires experience in housing management. Candidates should possess strong communication skills, knowledge of housing legislation, and a customer-focused approach. This varied role offers flexibility and hands-on responsibilities, contributing to local presence and customer satisfaction.

Qualifications

• Experience of housing management or similar customer‑facing role.
• Knowledge of housing legislation, including safeguarding and ASB.
• Confidence to manage complex and sensitive situations.

Responsibilities

• Manage the full tenancy lifecycle, from sign‐up to end of tenancy.
• Handle tenancy changes and investigations into breaches.
• Support lettings and voids activities to minimise rent loss.

Skills

Housing management experience

Strong communication skills

Knowledge of housing legislation

Customer-focused mindset

Ability to work independently

Job description

It matters. So we’re bringing it closer to home.

Our customers have told us they want us to better understand their needs at a local level, and to be more visible in the communities we serve. We’ve listened.

That’s why we’re creating new roles, strengthening our local presence, and looking for people who want to be part of what comes next.

This is a varied, hands‑on role where no two days are the same. You’ll be a visible and trusted presence in your communities - supporting customers, managing tenancies proactively, and working closely with partners to help people sustain their homes and live well.

What you’ll be doing

You’ll take ownership of a defined patch, acting as the key point of contact for residents and ensuring services are responsive, compliant, and customer‑focused. Your responsibilities will include:

• Managing the full tenancy lifecycle, from sign‑up through to end of tenancy
• Handling tenancy changes, mutual exchanges, and investigations into tenancy breaches or fraud
• Supporting lettings and voids activity to minimise rent loss and turnaround times
• Carrying out estate inspections and addressing neighbourhood and environmental issues
• Managing low‑level anti‑social behaviour, neighbour disputes, and supporting more complex cases
• Identifying and responding to vulnerability, safeguarding, hoarding, and non‑access cases
• Completing person‑centred fire risk assessments and monitoring health and safety issues
• Investigating complaints and learning from outcomes to improve services
• Working in partnership with local authorities and external agencies to support customers effectively

Throughout everything you do, you’ll champion Stonewater’s Customer Promise - delivering services that are respectful, personalised, and trauma‑informed.

What we’re looking for

• You’ll bring experience of housing management or a similar customer‑facing role, along with the confidence to manage complex and sensitive situations professionally.
• Experience of tenancy, estate management, lettings or neighbourhood services within social housing
• Knowledge of housing legislation, including safeguarding, ASB and welfare reform
• Strong communication and influencing skills, with the ability to work calmly under pressure
• A customer‑focused mindset, with a commitment to equality, inclusion and trauma‑informed practice
• Confidence using digital systems and data to manage cases and improve performance
• The ability to work independently, manage competing priorities, and make sound day‑to‑day decisions

You’ll also be comfortable working flexibly, including participating in an out‑of‑hours rota where required.

Appointment to this role will be subject to a satisfactory Disclosure and Barring Service Check, satisfactory references and possession of a valid Right to Work document.

We are an equal opportunity employer and a Disability Confident Employer.