Housing Officer Tenancy Management

Norwich Living Wage City Action Group; Norwich; Hybrid; GBP 28,000 - 36,000; Full time

Job summary

Norwich Living Wage City Action Group is seeking two Housing Officers to join the Tenancy Management team in Norwich. You’ll manage a diverse portfolio of council tenancies, handle complex cases such as safeguarding, anti-social behaviour, tenancy breaches, and enforcement, ensuring safety and compliance.

You will work with residents, contractors, and legal services to deliver proactive, customer-focused housing services across a designated portfolio, balancing support and enforcement to sustain

Qualifications

• GCSE level including English and Maths is required.
• Experience in housing, tenancy management or related field.
• CIH Level 3 Certificate in Housing is desirable but not essential.

Responsibilities

• Manage a designated portfolio of council tenancies.
• Handle complex cases including safeguarding and anti-social behaviour.
• Ensure compliance with gas, electrical and fire safety responsibilities.
• Collaborate with residents, partners and legal services to resolve issues.

Skills

Communication

Negotiation

Problem-solving

Judgement

Organisational skills

Customer service

Education

GCSE English Maths

CIH Level 3 Housing

Job description

We are looking for two proactive and motivated Housing Officers to join our busy Tenancy Management team. This is a fast-paced, dynamic role where you will manage a diverse portfolio of council tenancies, taking ownership of a wide range of housing management issues and supporting tenants to sustain successful tenancies.

You will handle complex and sensitive cases, including anti-social behaviour, safeguarding concerns, tenancy breaches, unauthorised occupation, hoarding, and tenancy enforcement matters. The role also involves ensuring compliance with key landlord responsibilities, including gas, electrical and fire safety, while working to resolve barriers to access and engagement.

Working closely with colleagues, partner agencies, contractors and legal services, you will use sound judgement and effective problem-solving skills to deliver positive outcomes for tenants, communities and neighbourhoods. You will manage competing priorities, make informed decisions with a high degree of autonomy, and play an important role in protecting tenant safety and maintaining tenancy standards.

This is an excellent opportunity for someone who thrives in a challenging environment, enjoys working with people, and is committed to delivering high-quality housing services.

This is a fast-paced and dynamic role responsible for delivering a proactive, customer-focused tenancy management service to council tenants across a designated housing portfolio. The Housing Officer will manage a wide range of tenancy issues, including complex and sensitive cases involving safeguarding, anti-social behaviour, tenancy breaches, access refusals, unauthorised occupation, hoarding, and tenancy sustainment. Working with a high degree of autonomy, the postholder will assess risks, make informed decisions, and take appropriate enforcement action where necessary to protect tenants, communities, and council assets. The role also involves ensuring compliance with key landlord responsibilities, including gas, electrical and fire safety, working closely with partner agencies, contractors and internal teams to achieve positive outcomes. This is an excellent opportunity for an experienced housing professional who thrives in a challenging environment, can manage competing priorities, and is committed to delivering high-quality services that support safe, sustainable tenancies and neighbourhoods.

The Housing Officer will be responsible for delivering a comprehensive tenancy management service across a designated portfolio of council homes, ensuring tenants are supported to sustain their tenancies while meeting their tenancy obligations. The role includes managing complex and high-risk cases, investigating tenancy breaches, addressing anti-social behaviour, responding to safeguarding concerns, and taking appropriate enforcement action where necessary. The postholder will lead on tenancy-related compliance activities, including gas, electrical and fire safety, ensuring access is secured and statutory requirements are met. Working collaboratively with residents, colleagues, contractors, partner agencies and legal representatives, the Housing Officer will coordinate interventions, resolve housing issues, protect tenant and community wellbeing, maintain accurate records, and make sound decisions to achieve positive outcomes in a fast-paced and demanding environment.

The successful candidate will have excellent communication, negotiation and problem-solving skills, with the ability to build effective relationships with tenants, colleagues and partner agencies. They will demonstrate sound judgement and resilience when managing complex, sensitive and high-risk cases, balancing support and enforcement to achieve positive outcomes. Strong organisational skills are essential, with the ability to manage a demanding workload, prioritise competing deadlines and work effectively in a fast-paced environment. Candidates should have a good understanding of housing management, tenancy law, safeguarding and landlord compliance responsibilities, together with the confidence to make decisions independently and take appropriate action when required. The ability to investigate issues, analyse information, maintain accurate records and produce clear written reports is also essential, alongside a commitment to delivering high-quality customer service and improving outcomes for tenants and communities.

Candidates should be educated to GCSE level (or equivalent), including English and Maths, with a relevant housing qualification such as a CIH Level 3 Certificate in Housing being desirable but not essential. Applicants should have experience of working in housing, tenancy management, customer services, community safety, or a related field where they have managed complex cases and worked directly with customers. A working knowledge of housing legislation, safeguarding, tenancy enforcement, and landlord responsibilities would be advantageous, together with a commitment to continuous professional development and maintaining up-to-date knowledge of housing management best practice.