Housing Officer / Swyddog Tai

Wales & West Housing Association Limited; Wales; On-site; GBP 41,000 - 45,000; Full time

Benefits offered by this job

Pension scheme (Defined Contribution/0

25 days annual leave (30 with service)

Bank holidays and Christmas day off

Volunteer time off

Sick pay scheme

Employee assistance programme

Job summary

Wales & West Housing seeks a Housing Officer to deliver frontline housing services, support residents with rent payments and property letting, and oversee tenancy management. You will identify safeguarding concerns, escalate when needed, and work with partners to promote social inclusion.

This role covers Flintshire, Denbighshire and Conwy. You will collaborate with Tenancy Support Officers, Community Development Officers and Property and Estate Management Officers to meet residents' needs,

Qualifications

• Experience delivering frontline housing services and understanding tenancy support.
• Strong oral and written communication to engage residents and partners.
• Ability to work collaboratively across Housing team and partners.

Responsibilities

• Deliver customer-focused housing services across the front line.
• Support rent payments and letting of empty properties.
• Oversee tenancy management and address anti-social behaviour.
• Identify safeguarding concerns and escalate appropriately.
• Build relationships with residents and partner agencies to promote social inclusion.
• Support and participate in community development initiatives.

Skills

Front-line service delivery

Communication skills

Teamwork

Empathy

Decision-making

Safeguarding awareness

Job description

The Opportunity

This is an exciting opportunity looking to make a real difference to the lives of residents and communities across Wales. As our Housing Officer you will have a good knowledge of our tenancy sustainability approach and be able to identify and understand what matters to our residents to deliver the right service.

You will be able to demonstrate a good understanding of our front-line services such as ‘help me pay’, ‘I want a home’ and ‘creating neighbourhoods that work’.

The team covers Flintshire, Denbighshire and Conwy.

Who are we looking for?

To succeed in this role, you will have a genuine passion and interest in what we do as an organisation. In this role you will need to work closely with our Tenancy Support Officers, Community Development Officers, Community Support Officers and Property and Estate Management Officers to meet the needs of our residents.

Providing a generic front-line service which is aligned to the purpose and what matters for each of the service delivery systems will be instrumental for this role. In addition, you will be expected to provide support where necessary and to be an active team player across the Housing team. You will have a demonstrable track record of service delivery within a housing environment. You will also need to have empathy, resilience and good listening skills to succeed in this role.

To help us deliver an excellent service, you should demonstrate strong oral and written communication skills, the ability to identify the right problems to solve, and a commitment to supporting sustainable communities. Confidence in decision-making is essential, along with being approachable and supportive.

What will you be doing?

You will be part of a dynamic team that includes Housing Officers, Tenancy Support Officers, Community Development Officers, Community Support Officers, and Scheme Estate Assistants. Together, the team works to deliver high-quality housing services to our customers.

In this role, you will provide an effective and customer-focused service, ensuring the front-line delivery of all key areas of Housing Services. This includes supporting residents to pay their rent, managing the letting of empty properties, overseeing tenancy management, and addressing issues such as anti-social behaviour. You will also take professional responsibility for identifying safeguarding concerns and escalating issues appropriately.

Your work will involve building strong relationships with residents and partner agencies, delivering community development initiatives, and promoting social inclusion and cohesion. You will consult with residents on matters that affect them and integrate their feedback into service delivery. Where necessary, you will take legal action for tenancy breaches and represent the organisation in court.

As part of your role, you will maintain up-to-date knowledge of housing law, welfare benefits, and best practice, and attend multi-agency meetings such as MAPPA and MARAC when required. You will also contribute to marketing activities and promote opportunities within schemes.

To succeed, you will need to be an active team player, offering support wherever needed and help us build neighbourhoods where people want to live and stay until they choose to leave.

What's in it for you?

• Salary£40,718 - £45,355per annum
• Choice of Defined Contribution or Defined Benefit pension, both including 3x death in service life insurance cover
• 25 days annual leave, increasing to 30 days with service, plus the ability to buy and sell up to 5 days (pro rata)
• 9 Bank Holidays per annum, including an extra day at Christmas
• Time off for volunteering, health screening and more
• Opportunities to develop and grow
• Regular feedback, training and support from your manager and team
• Comprehensive support through a generous sick pay scheme, critical illness cover, employee assistance programme, counselling service and cash plan benefit

For further information about the role please view the role profile in the recruitment pack attached, or why not arrange aninformal conversationwith Gemma Howard, Regional Housing [e-mail]

Who are Wales & West Housing Group?

We are one of the leading housing providers in Wales, providing affordable homes and services to more than 24,000 residents in over 12,500 properties across Wales. We employ over 600 colleagues across Wales & West Housing and Cambria Maintenance Services, working together to make a difference to people's lives, homes and communities.

This role is subject to a satisfactory Disclosure and Barring Service (DBS) check due to our safeguarding responsibilities.

Closing date for applications: Midnight, Wednesday, 2nd December 2026

Assessment: For this recruitment process, we are using a two-stage assessment process. The first stage will be a 45-minute online group case study exercise, held via Microsoft Teams on 7th December 2026.

Candidates who successfully progress from this stage will then be invited to attend an in-person interview on Friday 11th December 2026.