Housing Officer

Stonewater; Southampton; On-site; GBP 26,000 - 38,000; Full time

Job summary

Stonewater is seeking a tenancy professional to take ownership of a defined patch in Southampton, serving as the trusted point of contact for residents and guiding them through the full tenancy lifecycle. You will coordinate with local authorities and partners to support people in sustaining their homes.

The role emphasizes responsive, compliant, and customer-focused service, safeguarding, and trauma-informed practice, with responsibilities for tenancy changes, lettings, and environment

Qualifications

• Experience of tenancy, estate management or neighbourhood services within social housing.
• Knowledge of housing legislation, safeguarding, ASB and welfare reform.
• Strong communication and influencing skills, ability to work calmly under pressure.
• Customer-focused mindset with commitment to equality, inclusion and trauma-informed practice.
• Confidence using digital systems and data to manage cases and improve performance.

Responsibilities

• Manage full tenancy lifecycle from sign-up through to end of tenancy.
• Handle tenancy changes, mutual exchanges, and investigations into tenancy breaches or fraud.
• Support lettings and voids activity to minimise rent loss and turnaround times.
• Carry out estate inspections and address neighbourhood and environmental issues.
• Manage low-level anti-social behaviour, neighbour disputes, and support more complex cases.
• Identify and respond to vulnerability, safeguarding, hoarding, and non-access cases.
• Complete person-centred fire risk assessments and monitor health and safety issues.
• Investigate complaints and learn from outcomes to improve services.
• Work in partnership with local authorities and external agencies to support customers effectively.

Skills

Housing management

Customer-facing

Communication

Digital systems

Independent work

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. You’ll also have:

• 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.

At Stonewater, our customer promise is “We are proud to make things personal; if it matters to our customers, it matters to us.”

This role is at the heart of how we build trust with our customers. If you’re someone who takes pride in getting things right, supporting others, and making a difference through everyday interactions, we’d love to hear from you.

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

This role may require specific qualifications, skills, knowledge, and behaviours to meet the Competence and Conduct Standard for Social Housing. If not already qualified, there may be an expectation to study towards a professional qualification.

Discover Stonewater:

Stonewater is one of the UK’s largest social housing providers, driven by our purpose that everyone has a place to call home. With around 40,000 homes, we proudly serve more than 93,000 customers, providing safe, affordable homes and the services and support that help people and communities thrive.

Our mission is to make a difference to our customers and communities through quality homes and great services that reflect our social ethos. Guided by our vision to be the most trusted, inspiring and sustainable provider of affordable homes, we offer homes for rent, shared ownership and purchase, alongside specialist housing and support services, including retirement living, supported housing, domestic abuse refuges, LGBTQ+ safe spaces and young people's foyers.

Everything we do is centred on our customers. We build trusted relationships, create lasting social value and invest in homes, services and communities that enable people to live independently, realise their potential and thrive. Through innovation, collaboration and a long‑term commitment to sustainability, we are helping shape stronger communities for the future.

We are a Disability Confident Employer and working towards accreditation for becoming a Disability Confident Leader, which allows us to record and report on disability, mental health and wellbeing in the workplace to better support our colleagues. We have also achieved accreditation for being an Advanced Employer for Investing in Ethnicity Maturity Matrix.

#DiscoverStonewater?

Stonewater reserve the right to bring the closing date forward should enough quality applications be received prior to the current closing date.