Referrals and Regulatory Enquiries Advisor

Regulator of Social Housing (RSH); Leeds; Hybrid; GBP 38,000 - 42,000; Full time

Benefits offered by this job

35 hour working week

33 days annual leave

Civil Service Pension Scheme

Flexible & hybrid working

Staff discount scheme

Cycle to work scheme

Nuffield Health Screening

Well-being benefits

Job summary

Regulator of Social Housing (RSH) in Leeds is seeking a Referrals and Regulatory Enquiries (RRE) Advisor to join our frontline team. You will handle enquiries, referrals and complaints from tenants, providers, and representatives, assessing and recording responses in line with service standards.

You will collaborate across teams to manage communications with stakeholders including the Housing Ombudsman and other statutory bodies, ensuring clear, transparent responses and timely follow-up

Qualifications

• Excellent written and oral communication is essential.
• Ability to provide clear responses to complex or contentious issues.
• Experience in a contact centre environment or knowledge of the housing sector would be desirable.

Responsibilities

• Handle queries and referrals from tenants, registered providers, elected representatives and other stakeholders.
• Assess, record and respond to enquiries, referrals and complaints; ensure follow-up actions are completed.
• Work as part of the frontline team to support delivery of frontline regulation and maintain clear, transparent communications.

Skills

Communication skills

Stakeholder management

Judgement & interpretation

Job description

Permanent/fixed-term: Permanent
Grade: 14
Salary: 37,981 to 41,978
Closing date: 15 September 2026

Summary:

We are looking for a Referrals and Regulatory Enquiries (RRE) Advisor to join us at the Regulator of Social Housing (RSH) to deliver a first-class service to a wide range of stakeholders who contact us.

As an RRE Advisor, you will work as part of our frontline team to effectively handle queries and referrals from all stakeholders who contact the regulator. This includes tenants, registered providers, and elected representatives.

You will be responsible for assessing, recording and responding to a broad range of enquiries, referrals and complaints. You will do this at pace and in line with our service standards and will ensure that any follow-up actions are completed.

About the role:

Our RRE Team plays a key role in supporting the delivery of our frontline regulation by managing and responding to regulatory enquiries, referrals and complaints, and making sure our processes and procedures are correctly followed.

You will be also responsible for managing contact from a wide range of stakeholders, including tenants and tenant groups, registered providers, elected representatives and other statutory bodies such as the Housing Ombudsman. You will ensure our responses are communicated to stakeholders in a clear and transparent way.

About you:

As the successful candidate you should have excellent written and oral communication skills, with the ability to provide clear responses to complex or contentious issues. You should also have strong relationship building skills, with the ability to work across team boundaries in a joined-up way.
You will be able to exercise judgement and will be confident interpreting guidance to make decisions. Any experience of working in a contact centre environment or knowledge of the housing sector would be desirable.

General Information:

Why work at RSH?

At RSH, we offer a fantastic range of benefits including a 35 hour working week, 33 days annual leave and access to the Civil Service Pension Scheme.

Our staff survey results consistently show that our staff think that the best thing about working at the RSH is our flexible and hybrid working, along with our family friendly policies that support work-life balance.

We also offer access to our staff discount scheme, cycle to work scheme, a Nuffield Health Screening; and a range of other well-being focussed benefits. Full information on this and our other fantastic benefits is available on our website.

Location

We operate a hybrid model of working with a mix of office and home working, as well as offering a range of flexible working arrangements.

This role will be based out of our Leeds office, where our RRE team are based. Most roles involve some travel within England between our offices, with some roles also involving onsite visits to social housing providers.

Interviews

Interviews are expected to take place on 28 September and will be held in person in the Leeds office. We expect this to be a one stage interview process.

Benefits and Salary

At RSH, we offer a competitive salary along with a range of excellent benefits; full information is available on our website.

The salary for this role is a spot salary within the given range, which will normally be the minimum of the range. There is no incremental progression through a pay scale. Annual salary reviews are determined by the government pay award.

Commitment to equality and diversity

Our anonymous shortlisting process helps to ensure fair and consistent recruitment decisions, based solely on skills and experience.

We are a Disability Confident Employer and shortlist those who best meet the minimum criteria as part of our commitment.

We are passionate about building a diverse and inclusive workplace, where everyone feels valued and respected and has the opportunity to thrive. We welcome applications from individuals of all backgrounds, beliefs, identities and life experiences, recognising that varied perspectives enrich our organisation.