Housing Support Officer

MUIRCROFT HOUSING ASSOCIATION LIMITED; Dibden Purlieu; On-site; GBP 12,478 - 15,251; Part time

Benefits offered by this job

28 days annual leave plus bank holidays

Training and development support

Potential Christmas close down days

Job summary

A community-focused housing organization is seeking a part-time Housing Support Officer to assist tenants with independence and provide essential customer and housing management services. The ideal candidate will have strong organizational and customer service skills along with experience in housing support. This role offers flexible working arrangements and opportunities for professional development.

Qualifications

• 1 year of experience in Housing, Support, or Care.
• Must have a valid driving license.

Responsibilities

• Provide support for tenant independence.
• Deliver effective customer service.
• Coordinate housing management tasks.
• Conduct health and safety checks.

Skills

Independent working

Customer service

Organizational ability

Communication skills

Teamwork

Education

Experience in Housing, Support or Care

Job description

Overview

Housing Support Officer – Part-time, Permanent. Based at our Priest Croft scheme. Expected hours: 20 per week. Salary: £13,864.86 per year. Some additional hours may be available from time to time with the post holder’s agreement. We offer 28 days annual leave plus bank holidays and one day a year for your birthday. Depending on organisational performance, the Board may award up to 3 gifted Christmas close down days.

We are a learning focused organisation and will support you to develop new skills.

About the role

As a Housing Support Officer (HSO), you will be based at Priest Croft scheme and may work across our portfolio. You will report to our Housing Services Manager (HSM).

• Provide support to enable tenants to maintain their independence (40% of your time).
• Provide customer, housing and property management services (60% of your time).
• You will be based at one scheme but will be expected to work across our portfolio.
• You will report to our Housing Services Manager (HSM).

What you need to be successful

• You will be comfortable working independently but also as part of a small team.
• You will enjoy helping people maintain their independence by offering appropriate support and monitoring the welfare of our tenants through agreed support plans.
• You will be comfortable delivering effective and efficient customer services and prioritising your work to meet targets.
• You will be professional and able to establish appropriate boundaries with tenants, whilst building trust and advocating on their behalf to ensure they can maintain their independence.
• You will be able to recognise where independent living is no longer appropriate and support tenants on their journey to alternative accommodation.

What you are known for

• A professional approach with pride in outcomes and the social impact for our tenants and community.
• Happy engaging with customers; a good listener who can confirm concerns and propose solutions.
• A positive, can-do attitude; a great team player who supports colleagues when needed.
• Excellent organisational ability; comfortable with changing priorities and able to balance workloads.
• Able to use software and technology to deliver tasks and demonstrate compliance and assurance with processes.

What you can expect

• Induction training and ongoing support, with 121 coaching and appraisals.
• Access to learning and training to develop housing professional skills.
• A collaborative environment where colleagues care about what we do and support each other.
• The role is customer facing and attendance at one of our schemes is expected; a flexible approach to work is supported for training or project work with prior agreement.

Housing Support Officer – What you’ll be doing

Housing Support:

• Welcome tenants to their new home, helping them settle in quickly and feel safe and secure.
• Ensure tenants understand how to live safely, maintain up-to-date records where circumstances change, and monitor welfare.
• Help tenants access our services and communal facilities within the scheme.
• Follow and review agreed support / contact plans as required.
• Act as appointed person in case of accidents or incidents; liaise with emergency services or contacts on a tenant’s support plan as needed.
• Provide and receive effective handovers to/from Careline monitoring services and ensure actions are followed up.
• Use our software to maintain up-to-date support / contact plan records for each tenant.

Customer Service:

• Deliver customer service in line with our HEART values.
• Be the principal contact for tenant, contractor and third-party queries.
• Record all queries and requests in our software; place orders or submit requests as required.
• Communicate with colleagues, contractors and third parties to escalate urgent items.
• Positively manage service requests to ensure issues are resolved; welcome and resolve complaints where possible.

Housing Management:

• Support lettings processes (open days, viewings, tenancy sign-ups, end of tenancy, voids management) with the HSM.
• Co-ordinate repairs and liaise with Maintenance Services Manager to limit void periods.
• Assist with rent accounts monitoring, explain payments, and support housing benefit sign-posting.
• Assist with safety tasks including PCFRAs and PEEPs; review when circumstances change.
• Process miscellaneous income transactions and assist with tenancy conditions and ASB management.
• Engage tenants and lead tenant events to promote social interaction.

Property, health and safety:

• Conduct and record regular health and safety checks as per building policy.

Property maintenance:

• Coordinate repairs with MSM, plan and notify tenants; handle emergencies with approved contractors.
• Monitor cleaning and upkeep of communal areas; oversee guest room cleaning and ad hoc deep cleans.
• Monitor grounds maintenance and ensure security of premises; liaise with police and statutory agencies as required.

Experience and qualifications

• Housing, Support or Care: 1 year (required).

Licence/Certification

• Driving Licence (required).
• We are a learning focused organisation and will support you to develop new skills.

Work location

• Priest Croft scheme (based in the portfolio).