Intensive Housing Officer

Elevate; Birmingham; On-site; GBP 28,000 - 36,000; Full time

Job summary

Elevate in Birmingham seeks an experienced Intensive Housing Officer to deliver enhanced accommodation-related housing management across Specialist Supported Housing services.

You will be the main day-to-day housing contact, coordinating repairs, safety, rent matters, and resident engagement, while distinguishing care provision from housing activity. The role emphasizes proactive risk management, thorough records, and collaboration with care providers to sustain safe occupancy.

Qualifications

• Experience in housing management or related field.
• Ability to coordinate multiple agencies and care providers.
• Strong written and verbal communication, with good record-keeping.
• Ability to manage risk and respond to safeguarding concerns.

Responsibilities

• Enhanced tenancy and occupancy management with clear sign-ups and inductions.
• Tenancy sustainment and handling anti-social behaviour and breaches.
• Property safety, fire safety and environmental management.
• Repairs coordination, access planning and contractor liaison.
• Access control, security and resident safety responsibilities.
• Rent service charges explanation, arrears monitoring and welfare applications.
• Housing-focused risk assessment and safeguarding procedures.
• Resident engagement and partnership working with care providers.
• Allocations sign-up and joint working with care provider.
• Administration of case notes, action plans and performance reporting.

Skills

Organised

Resident-focused

Stakeholder coordination

Communication skills

Driving licence

Job description

We are seeking an experienced, organised and resident-focused Intensive Housing Officer to deliver enhanced accommodation-related housing management across Specialist Supported Housing services.

The role provides a higher level of housing management than would ordinarily be required in general-needs accommodation. Residents may need repeated, accessible and proactive housing intervention to understand and manage their occupancy responsibilities, maintain safe accommodation, engage with repairs and inspections, manage communal living and sustain their tenancy or occupancy.

This is a landlord and accommodation-focused role. The postholder will be the principal day-to-day housing contact for the allocated scheme care provider and will coordinate access, safety activity, repairs, allocations, rent matters, resident engagement and formal joint reviews. Commissioned care, personal support and clinical activity remain separate. The postholder must understand this distinction and ensure that intensive housing activity is necessary, proportionate, properly recorded and clearly connected to the management and sustainment of the accommodation.

• Deliver proactive, enhanced housing management that responds to residents’ accommodation-related needs and supports safe, sustainable occupancy.
• Identify and address tenancy, property, environmental, safeguarding and communal-living risks before they lead to avoidable breakdown.
• Provide accessible tenancy guidance and housing-focused coaching that increases residents’ understanding, choice and independence.
• Coordinate repairs, inspections, access, housing actions and multi-agency activity through to a clear outcome.
• Build an effective working relationship with the allocated scheme care provider, using agreed responsibilities, timely information sharing and regular formal reviews.
• Maintain accurate, contemporaneous and auditable records demonstrating the housing-related purpose and outcome of each intervention.
  

Key responsibilities

Enhanced tenancy and occupancy management

• Complete enhanced tenancy or occupancy sign-ups and structured inductions, covering the agreement, house rules, rent and service charges, repairs, fire safety, visitors, communal living and resident and landlord responsibilities.
• Adapt and repeat housing information where required using plain language, Easy Read materials, visual prompts, simplified guidance and checks of understanding.
• Monitor occupancy compliance and respond to emerging risks including unauthorised occupancy, abandonment, property misuse and breaches of agreement.
• Maintain clear evidence of sign-ups, inductions, tenancy meetings, agreed actions and housing-management interventions.

Tenancy sustainment and behaviour management

• Provide structured, housing-focused coaching where a resident requires additional help to maintain their accommodation safely.
• Manage anti-social behaviour, neighbour disputes, visitor concerns, communal-living issues and other tenancy-related behaviours using early intervention and proportionate action.
• Identify and respond to risks of tenancy breakdown, neglect of accommodation, hoarding, exploitation and property damage where these affect safe occupancy.
• Use agreed housing actions, warnings and enforcement where necessary and proportionate, maintaining a clear case record and review dates.
• Contribute to resident workshops covering practical housing responsibilities and safe use of the accommodation.

Property safety and environmental management

• Prearrange compliance visits with the allocated care provider in sufficient time before expiry, confirming the date, access areas, purpose and estimated duration.
• Attend each allocated scheme at least monthly at an agreed time to test the fire alarm and visually inspect firefighting equipment, fire doors, escape routes and other visible safety controls.
• Undertake planned and risk-led property, room and communal-area inspections within organisational procedures.
• Monitor property condition, habitability, cleanliness, security, damage, furniture condition, misuse, escape routes and avoidable deterioration.
• Identify accommodation-related fire, electrical, water hygiene, damp and mould, self-neglect, hoarding, smoking, cooking and other environmental concerns.
• Take immediate action within authority, escalating urgent or significant risks and track actions through to verified completion.
• Provide accessible and repeated guidance so residents understand property safety arrangements and their responsibilities.
• Obtain and review the care provider’s weekly fire-alarm test records, six-monthly fire-drill records and current Personal Emergency Evacuation Plans, escalating omissions or concerns through the agreed route.

Repairs and access

• Help residents identify and report repairs and understand the difference between resident and landlord responsibilities.
• Arrange appointments and coordinate access with residents, care or support providers, contractors and property colleagues.
• Give the care provider sufficient notice of non-emergency works and confirm access requirements; respond to emergency repairs without avoidable delay.
• Ask the care provider to share known resident-related access risks and agreed mitigations before visits, and ensure relevant information is passed lawfully to those who need it.
• Reduce failed appointments through clear communication, reminders, risk information and appropriate joint working.
• Monitor repair progress and elevate overdue, recurring, urgent or higher-risk issues.
• Retain repair logs, inspection evidence, photographs where appropriate, communications and completion evidence.

Access control security and resident safety

• Manage keys, fobs and housing-related access arrangements in line with policy.
• Respond to visitor, unauthorised occupancy and communal-security concerns that affect residents or the accommodation.
• Coordinate contractor and emergency access and support the safe operation of door-entry, CCTV and other housing security measures where applicable.
• Recognise exploitation, abuse or financial manipulation where it affects rent, security or safe occupancy and elevate appropriately.

Rent service charges and benefits

• Clearly explain rent and resident service charges set by the Registered Provider to the resident, appointee and care provider where appropriate.
• Monitor arrears and changes of circumstances, make early contact and agree proportionate housing actions.
• Support or coordinate Housing Benefit and other housing-cost applications within organisational procedures and liaise appropriately with appointees and relevant agencies.
• Provide technical housing-benefit guidance, support applications and identify actions for the resident, appointee or care provider, while the care provider delivers any financial support identified in the care plan.
• Notify the resident and care provider promptly of arrears or unpaid service charges, agree a clear payment action plan and monitor progress.
• Record direct payments accurately, provide six-monthly statements to the resident or appointee and elevate barriers that place the occupancy at risk.

Housing-focused risk and safeguarding

• Identify, record, assess and review accommodation-related risks including self-neglect, fire risk, hoarding, exploitation, property damage, aggression, environmental hazards and vulnerability to abuse.
• Take appropriate immediate action where there is serious or urgent risk and follow safeguarding and escalation procedures.
• Make or support safeguarding referrals to the appropriate statutory service without undertaking investigations outside the role.
• Work with partner agencies on joint risk management while retaining clear ownership of landlord responsibilities.
• Maintain accurate and auditable risk, incident, safeguarding, action and outcome records.

Resident engagement and partnership working

• Build respectful and consistent professional relationships with residents, becoming a familiar housing contact through at least monthly scheme visits and additional contact according to assessed need.
• Use the care provider’s knowledge of each resident’s communication, capacity and engagement needs to plan accessible housing contact without transferring housing decisions to the care provider.
• Use a coaching approach that supports residents to understand and increasingly manage their own housing responsibilities without creating dependency.
• Signpost or refer needs outside the housing function to appropriate care, support, advocacy, welfare, health or community services.
• Liaise with adult social care, health teams, care and support providers, police, fire services, advocacy, appointees, safeguarding teams and other agencies for a legitimate housing purpose.
• Participate in multi-agency meetings and joint action planning, sharing information lawfully, proportionately and on a need-to-know basis.

Allocations sign-up and joint working with the care provider

• Review referrals supplied by the care provider, including the needs assessment, compatibility assessment and relevant risk information, and request further evidence where required.
• Meet the care provider to jointly consider the proposed placement, focusing on risks to the property or other residents, substantial aids or adaptations, affordability of rent and service charges, and capacity or arrangements for signing the occupancy agreement.
• Reach and record a housing decision within delegated authority. Any objection must be evidence-based and connected to a substantial housing, property safety or compatibility risk.
• Prepare the sign-up pack and agree whether a pre-sign-up session is needed with the resident, appointee, advocate, care provider or other relevant professional.
• Complete the occupancy sign-up and Housing Benefit or housing-cost process, with the care provider present or assisting where this supports the resident’s assessed communication and engagement needs.
• Lead on occupancy breaches and enforcement, consulting the care provider on resident needs, risks and achievable outcomes while retaining responsibility for landlord decisions.
• Hold a formal quarterly joint-working review with the care provider, with an agenda and minutes covering repairs, maintenance, occupancy matters, voids or move-on, relevant changes of circumstances, rent and service charges, risks to the property or other residents, and proposed changes to the joint-working arrangements. Circulate the records to the Registered Provider and facilitate its attendance in line with agreed governance arrangements.

Administration recording and performance

• Maintain accurate case notes, inspection records, action plans, risk assessments, incident reports, repairs logs, rent records, resident meeting notes and multi-agency records.
• Ensure each record explains the housing-related need, action taken, resident engagement, outcome and follow-up required.
• Manage diaries, appointments, shared inboxes, trackers, correspondence and electronic files reliably.
• Prepare reports and contribute to performance monitoring for tenancy sustainment, arrears, ASB, repairs, property condition, safeguarding, compliance and resident satisfaction.
• Participate in audits, supervision, inspections, KPI reviews and quality-assurance activity and take ownership of agreed actions.

The role must remain directly connected to the accommodation, landlord function and sustainment of occupancy. The postholder may work closely with commissioned care and support professionals but must not take responsibility for personal care, medication, clinical activity, care plans, health appointments or general support activity that is not required for the management and sustainment of the accommodation. Where a need falls outside the role, the postholder should respond safely, refer or elevate appropriately and retain only the legitimate housing action.

Role Requirements

• Full driving licence and access to a vehicle
• Ability to work outside of normal working hours on occasion to handle emergencies and urgent matters

General requirements

• Work in accordance with organisational policies, delegated authority and professional standards.
• Promote equality, inclusion, safeguarding, resident choice and respectful practice.
• Protect personal and commercially sensitive information and maintain accurate records.
• Travel between properties and undertake scheme, home and environmental visits as required.
• Undertake relevant training and other reasonable duties consistent with the purpose and level of the post.

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