Housing & Support Delivery Officer

Goodman Masson; Norwich; On-site; GBP 27,000 - 29,000; Full time

Benefits offered by this job

On-Call Allowance

Pension 6%

Health Cash Plan

Annual Leave 28 days

Life Assurance

Flexible Working

Training & Development

Supportive Culture

Job summary

Solo Housing is seeking an experienced Housing & Support Delivery Officer to manage a varied caseload, deliver person-led housing support and sustain tenancy relationships.

You'll combine housing management, tenancy support and customer-centred services, building professional relationships with customers and stakeholders while meeting KPIs and safeguarding requirements.

Qualifications

• Experience of housing management within a social housing environment.
• Ability to work with customers with complex needs or chaotic lifestyles.
• Excellent interpersonal and communication skills.
• Strong organisational skills and the ability to manage your own workload.
• Full UK driving licence and access to a vehicle for work.
• Willingness to undertake Enhanced DBS check and professional development.
• Proactive problem solving and customer service mindset.

Responsibilities

• Deliver meaningful support planning and regular keywork sessions.
• Support tenancy sustainment and positive changes in tenants' lives.
• Help customers access relevant services and engage with community.
• Carry out sign-ups, settling-in visits and routine tenancy visits.
• Manage tenancy issues, including rent arrears and service charges.
• Address anti-social behaviour and tenancy breaches.
• Undertake legal casework where required (debt recovery, eviction).
• Carry out property inspections and coordinate repairs with Property Services.
• Minimise empty homes and re-let properties quickly.
• Maintain accurate records of customer contact and support plans.
• Champion Health & Safety and Adult Safeguarding.
• Work toward KPIs and commissioned outcomes.
• Build positive relationships with colleagues, commissioners and external stakeholders.
• Produce high-quality reports and maintain clear communication.
• Support colleagues across the wider business; participate in On-Call.

Skills

Housing management

Social housing

Person-led support

Interpersonal skills

Driving licence

DBS clearance

MS Office

Education

Housing or support qualification

Tools

Microsoft Office

Job description

Housing & Support Delivery Officer

Make a real difference to people's lives with Solo Housing

Solo Housing is looking for an experienced and compassionate Housing & Support Delivery Officer to join our team in the Poringland area.

This is a varied role combining housing management, tenancy sustainment and person-led support. You'll work directly with customers, including people who may have complex or chaotic lifestyles, helping them maintain their accommodation, overcome barriers and move towards greater independence, employment and settled housing.

You’ll play an important role in ensuring our customers receive high-quality support while also making sure our homes, tenancies and services are effectively managed.

About the Role

As a Housing & Support Delivery Officer, you will manage a varied caseload and build positive, professional relationships with customers.

Your responsibilities will include:

• Delivering meaningful support planning and regular keywork sessions with customers.


• Supporting customers to maintain their tenancy and make positive changes in their lives.


• Helping customers access relevant services and become more involved in their local community.


• Carrying out customer sign-ups, settling-in visits and routine tenancy visits.


• Managing tenancy-related issues, including rent arrears and service charges.


• Taking proactive action to address anti-social behaviour and tenancy breaches.


• Undertaking legal casework where required, including debt recovery and eviction proceedings.


• Carrying out property inspections and compliance checks.


• Identifying and reporting repairs and working with our Property Services team to ensure issues are resolved.


• Helping to minimise empty homes and ensure properties are re-let quickly.


• Maintaining accurate records of customer contact, support plans and other activity.


• Championing Health & Safety and Adult Safeguarding.


• Working towards agreed KPIs and commissioned outcomes.


• Building positive relationships with colleagues, commissioners and external stakeholders.


• Producing high-quality reports and maintaining clear and effective communication.


• Supporting colleagues across the wider business when required.


• Participating in Solo's On-Call service.

About You

We're looking for someone with experience of housing management within a social housing environment, ideally with experience of housing-related support.

You’ll be comfortable working with customers who may have complex needs or chaotic lifestyles, and able to balance empathy and person-centred support with effective tenancy management.

You’ll ideally have:

• Strong experience delivering housing management services within social housing.


• Experience supporting people with complex needs.


• Experience delivering holistic, person-led support.


• Excellent interpersonal and communication skills.


• High emotional intelligence and the ability to maintain professional boundaries.


• Strong organisational skills and the ability to manage your own workload.


• The ability to work independently while contributing positively to a wider team.


• An understanding of equality, diversity and inclusion within social housing.


• Good IT skills, including Microsoft Word, Excel, Outlook, PowerPoint and Teams.


• A proactive approach to problem solving and customer service.


• A full UK driving licence and unrestricted access to a suitable vehicle for work.


• The ability to successfully obtain and maintain an Enhanced DBS check.


• A willingness to undertake professional development and training.

A recognised qualification in Housing or Support would be desirable.

Salary & Benefits

£27,458 per annum

At Solo Housing, we believe in rewarding our colleagues fairly and providing the support and benefits they need to thrive.

Our benefits include:

• On-Call Allowance: All colleagues participate in our on-call service, typically once every 12 weeks. This is paid at £20 per night / £140 gross per week, before deductions.


• 6% Employer Pension Contribution: Solo contributes 6%, with colleagues contributing just 2%.


• Health Cash Plan: Claim back eligible optical, dental, physiotherapy and other healthcare expenses for you and your family.


• 28 Days' Annual Leave: Plus bank holidays.


• Life Assurance: Cover equivalent to 3 x your annual salary.


• Flexible Working: Our Hub Home Roam approach provides flexibility in how and where you work, supporting a healthy work/life balance.


• Training & Development: Access to the technology, training and professional development you need to succeed and progress.


• Supportive Culture: We want Solo to be a place where everyone feels included, valued and able to be themselves - while also enjoying the work they do.

Why Solo Housing?

At Solo, our work is about more than providing accommodation. We help people change and improve their lives.

As a Housing & Support Delivery Officer, you'll have the opportunity to build meaningful relationships with customers, help them sustain their accommodation and support them on their journey towards independence and settled housing.

If you're an experienced housing professional who combines strong housing management skills with a genuine commitment to supporting people, we'd love to hear from you.