Neighbourhood Housing Officer

Torus Group; Liverpool; On-site; GBP 31,000 - 38,000; Full time

Benefits offered by this job

Annual leave 25 days + BH

Enhanced maternity/paternity/adoption

Pension plan

Wagestream access

Lease car scheme

Learning opportunities

Well-being programs

Flexible working

Health expenses cover

Job summary

Torus Group in Liverpool is seeking a Neighbourhood Housing Officer to deliver tenancy and estate management across designated Liverpool neighbourhoods. You will be the main contact for residents, support tenancy sustainment, investigate anti-social behaviour and work with partner agencies to keep neighbourhoods safe and well managed.

The role requires a full UK driving licence and access to a vehicle for business use, plus a strong focus on safeguarding, accurate records, and collaboration with

Qualifications

• Experience delivering housing management, tenancy management or neighbourhood services within a social housing or customer-focused environment.
• Knowledge of housing legislation, tenancy management and safeguarding responsibilities.
• Experience managing ASB, tenancy breaches and other housing-related casework, with the ability to make balanced decisions and resolve issues effectively.
• Strong communication and relationship-building skills, with experience working collaboratively with residents, colleagues and partner agencies.

Responsibilities

• Deliver a comprehensive tenancy and estate management service across a designated portfolio of properties.
• Act as the first point of contact for tenants and residents, providing advice and guidance on tenancy and neighbourhood matters.
• Manage tenancy-related issues including abandoned properties, assignments, relationship breakdowns, unauthorised occupation, tenancy fraud and access issues.
• Carry out tenancy audits, new tenancy visits, starter tenancy reviews, exchange inspections, accompanied viewings and attend evictions where required.
• Manage a caseload of anti-social behaviour, hate crime and tenancy breach cases, taking appropriate and proportionate action.
• Investigate breaches of tenancy conditions and prepare and serve notices where necessary.
• Undertake needs assessments for residents at risk of tenancy failure and provide interventions or referrals to appropriate support services.
• Promote tenancy sustainment by helping residents maintain successful tenancies and access relevant support services.
• Conduct estate inspections and proactively identify issues that impact neighbourhood quality, customer satisfaction and demand.
• Work collaboratively with Income, Assets, Development, Tenant Involvement, Support and Safer Estates teams to achieve positive outcomes.
• Build strong partnerships with local authorities, elected members, support agencies and other stakeholders.
• Maintain accurate records, case notes and reports in line with company procedures and data protection requirements.
• Promote safeguarding and ensure any concerns relating to vulnerable adults or children are reported in line with company and local authority policies.

Skills

Housing management

Tenancy management

ASB management

Communication

Relationship building

Safeguarding

Driving licence

Tools

IT systems

Job description

The Observatory, Liverpool City Centre Office

Torus Group

Full time

Permanent

Do you have experience delivering housing management services, building strong relationships with residents and communities, and resolving tenancy-related issues?

We're looking for a Neighbourhood Housing Officer to join our team and play a key role in delivering high-quality tenancy and estate management services across our neighbourhoods in Liverpool.

In this role, you'll be the primary point of contact for residents, helping to sustain tenancies, tackle anti-social behaviour, improve neighbourhoods and deliver excellent customer service. You'll manage a portfolio of homes, carrying out tenancy management activities, estate inspections and case management, while working collaboratively with residents, colleagues and partner agencies to ensure neighbourhoods are safe, clean and well managed.

What you'll be doing:

• Deliver a comprehensive tenancy and estate management service across a designated portfolio of properties.
• Act as the first point of contact for tenants and residents, providing advice and guidance on tenancy and neighbourhood matters.
• Manage tenancy-related issues including abandoned properties, assignments, relationship breakdowns, unauthorised occupation, tenancy fraud and access issues.
• Carry out tenancy audits, new tenancy visits, starter tenancy reviews, exchange inspections, accompanied viewings and attend evictions where required.
• Manage a caseload of anti-social behaviour, hate crime and tenancy breach cases, taking appropriate and proportionate action.
• Investigate breaches of tenancy conditions and prepare and serve notices where necessary.
• Undertake needs assessments for residents at risk of tenancy failure and provide interventions or referrals to appropriate support services.
• Promote tenancy sustainment by helping residents maintain successful tenancies and access relevant support services.
• Conduct estate inspections and proactively identify issues that impact neighbourhood quality, customer satisfaction and demand.
• Work collaboratively with Income, Assets, Development, Tenant Involvement, Support and Safer Estates teams to achieve positive outcomes.
• Build strong partnerships with local authorities, elected members, support agencies and other stakeholders.
• Maintain accurate records, case notes and reports in line with company procedures and data protection requirements.
• Promote safeguarding and ensure any concerns relating to vulnerable adults or children are reported in line with company and local authority policies.

What we're looking for:

• Experience delivering housing management, tenancy management or neighbourhood services within a social housing or customer-focused environment.
• Knowledge of housing legislation, tenancy management and safeguarding responsibilities.
• Experience managing ASB, tenancy breaches and other housing-related casework, with the ability to make balanced decisions and resolve issues effectively.
• Strong communication and relationship-building skills, with experience working collaboratively with residents, colleagues and partner agencies.
• Ability to support tenancy sustainment, engage with customers who may have additional support needs, and deliver positive outcomes.
• Confident managing a varied caseload, maintaining accurate records and using IT systems effectively.
• Proactive, organised and customer-focused, with a commitment to improving neighbourhoods and delivering excellent service.
• Full UK driving licence, access to a vehicle for business use with relevant insurance.

Interview Process:

Candidates will be invited to attend a face-to-face competency-based discussion at our Liverpool City Centre Office. The discussion will explore your relevant experience and is likely to cover areas such as tenancy management, safeguarding and customer service. Interviews will take place week commencing 9th November 2026.

Additional Information:

Each successful applicant will be required to complete the following pre-employment checks prior to a start date being agreed:

• Right to work verification
• Qualification certificate check (where applicable)
• Enhanced DBS check may be required
• Completion of all new starter documentation including signed terms and conditions

Hours

37

£34,997 (pending pay award)

• Generous Annual Leave: Begin with 25 days plus bank holidays, increasing by one day each year up to 30 days after five years.
• Family Support: Enjoy enhanced maternity, paternity, and adoption pay, ensuring you can focus on what matters most during significant life events.
• Financial Flexibility: Take advantage of our holiday purchase scheme and Aviva pension plan. With Wagestream, access affordable loans (including season loans) and a portion of your pay instantly.
• Travel and Transport: Explore our lease car scheme and employee discounts on various products, including bikes and holidays.
• Continuous Learning: Access a range of learning opportunities, including e-learning workshops and support for professional qualifications.
• Recognition and Well-being: Participate in our reward and recognition schemes, volunteer in your community, and benefit from enhanced sick pay and discounted gym memberships.
• Flexible Working: We champion flexible and agile working, supporting your individual needs and preferences.
• Comfortable Workspaces: Enjoy well-designed offices with excellent public transport links, alongside access to employee assistance programs and occupational health support.
• Health and Wellness: For eligible employees, we offer BUPA health expenses coverage, ensuring your health needs are taken care of.