Neighbourhood Housing Officer

Prima Group; Liverpool; On-site; GBP 35,000; Full time

Job summary

A community-focused housing provider in Liverpool is seeking a Neighbourhood Housing Officer to deliver person-centred housing management services. The role involves supporting tenancy management, building relationships with customers, and handling ASB case work. Applicants should have strong interpersonal skills and a commitment to improving community well-being. This position offers a salary of £34,666 per annum plus an additional £1,460 ECA, reflecting the importance of community engagement and customer support.

Responsibilities

• Provide front-line housing management services including tenancy management and support.
• Build strong relationships with customers to enable tenancy sustainment.
• Deliver a comprehensive housing management service, managing low and high level ASB cases.

Job description

Role Overview

As a Neighbourhood Housing Officer you will be providing front-line person-centred housing management services including tenancy management, tenancy support, ASB and safeguarding case work to Prima customers. As part of our new locality model launched in 2025, you will be working in local communities with a small patch of less than 300 properties.

Our new way of working will help you build positive relationships with customers to enable tenancy sustainment and ensure we know our tenants better. You will work within your communities to help create safe, vibrant and sustainable places that people choose to live.

Key Responsibilities

• Be the key contact for customers, making Prima visible within our communities and identify opportunities to engage customers.
• Build strong relationships with customers to enable them to sustain their tenancy.
• Provide housing related support, acting as an advocate for customers and referring to specialist services where required. Identify opportunities for customer involvement and work with the insight and innovation team to deliver the required outcomes.
• Responsible for providing a financial wellbeing service for customers. Implement payment agreements that are appropriate to maximise income for the business and support the income team where required.
• Complete visits for all new customers to check they have settled into their home and ensure we are still meeting their needs.
• Complete visits for all existing customers at least once a year to ensure customers are maintaining their property in line with tenancy agreements, identifying any support needs, repair issues and changes to household data.
• Ensure all customer data records are kept up to date following each contact.

Tenancy Responsibilities

• Deliver a comprehensive housing management service.
• Lead the empty homes process and ensure new customers have access to any support and "know how" to manage their tenancy. Provide tenancy support to customers to enable customers to sustain their tenancies.
• Contribute to maintaining and improving the appearance of our communities, carrying out enforcement actions where needed.
• Respond to and deal with reports of nuisance and ASB, to prevent escalation and ensure appropriate resolutions.
• Responsible for managing all low level and high level ASB cases for a dedicated patch.
• Monitoring Service Charge contractor performance on your patch and working alongside our assets team.
• Support other colleagues delivering customer facing services such as Income Officers, Customer Services Assistants, Surveyors and Scheme Managers when required.
• Ensure systems are updated with accurate and up to date information so that other teams are aware of the status of customer case management.
• Assist the Voids and Lettings Co-Ordinator to let our homes to minimise rent loss and re-let costs.
• Carry out viewings and signups with prospective customers.

Benefits

Salary: £34,666 Per Annum plus ECA £1,460