Tenancy Assistant
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Benefits offered by this job
Job summary
Hull City Council is seeking a Tenancy Assistant to deliver a high-quality housing management service across the city. The role supports the Area Housing Team in handling enquiries in person, by phone, and in writing, with occasional site visits to estates and gardens.
The post involves low-level income management, taking payments via telephone, completing affordability assessments, and assisting with tenancy matters.
Qualifications
- Experience handling customer enquiries in person, over the phone, or in writing.
- Experience with cash handling and payments.
- Awareness of data protection and safeguarding principles.
Responsibilities
- Provide a professional service to customer enquiries across channels.
- Promote safeguarding and refer concerns as needed.
- Support housing management tasks, including arrears, rent, and garage administration.
- Record and upload information accurately into council systems.
- Support flexible, city-wide delivery of housing services.
Skills
Job description
1 x Full time (37 hours) Fixed Term for 1 year due to specific funding
Proposed Interview Dates: 28th 29th September 2026
For an informal discussion about the role, please contact Marie Balfour, Senior Tenancy Officer on 01482 616 926 or marie.balfour@hullcc.gov.uk
Tenancy Assistants will deliver an excellent housing management service to tenants and other stakeholders in the city. Covering two functional teams across three business areas within the city the post holder with provide a clerical and administration service to support to the Area Housing Team to manage approximately 23,000 homes across the City.
The post holder will be the initial contact point when for customer and partners who contact the Area Housing Team. They will assist the Area Housing team to deal with enquiries which may be in person, over the phone, in writing or via IT systems, assisting customers where possible or ensuring their enquiry is directed to the appropriate person or team.
The post holder will support the service with low level income management, appointment setting, returning calls to customers, appointment setting on behalf of the service, taking payments via telephone, completion of relevant forms such as affordability assessments and benefit application. On occasions the role will including carrying out visits outside of the office to inspect gardens, estates, communal areas and garages as required.
Provide an accurate cash collection service (at sites where payments are made) for tenants and customers if required.
- Provide a professional service to customer enquiries. Responds to enquiries in accordance with council policies and procedures and the Data Protection Act, which will include appropriately managing customer expectations and challenging behaviour from some customers. Ensure all enquiries are directed to the appropriate person or team in a timely way in line with service standards for a decision to be made. Seek advice and support from more senior officers where necessary. Some enquiries will require you to make a written response.
- Treat customers with respect, demonstrating sensitivity for the customs, culture and beliefs of others. Deal with customer on a regular basis for through multiple communication channels including telephone calls, office appointments and on occasional onsite visits. The behaviour of some customers may, at times, be challenging. To promote and safeguard the welfare of children, young people and/or vulnerable adults.
- Working as part of a larger team of housing staff you will be providing a cash taking or front of housing enquiry service, based in a team of housing management staff where you will provide administrative support to the team across a wide range of tenancy/estate matters ranging from raising repairs, mutual exchanges, signing up garage tenancies to assisting with a broad range of tenancy matters. You must be flexible in your work location as the role is to work city wide.
- Maintains a good, up to date working knowledge of policies, procedures and trends in order to carry out their role effectively and give good quality advice to customers. Where appropriate make referrals to other partner agencies both internal and external for example referring safeguarding concerns.
- Working flexibly to deliver the service to customers.
- Accurately record and upload information on all current council computer systems or paper records in a timely manner cross checking data where required for example recording key movements, inputting of sensitive information, arranging the removal of rubbish from properties and other related duties. Provide information such as simple statistics to staff and managers where required.
- Provide an efficient and accurate cash collection, daily collation and banking service at sites where cash is taken.
- Provide administration for the management of housing assets for example maintaining garage waiting lists, allocating garages, rent collection for garages, taking Notice from customers in line with policies and procedures.
- Provide administrative function in raising orders for example to ensure appropriate stationary stock levels, clothing and PPE are available. Also provide administrative assistance to management in the form of raising works orders in line with policy and procedure.
- To support the Area Housing Team with the low level arrears management, in rent recovery payment to the HRA. The Job Holder will have responsibility for the management of garage arrears, static accounts, seasonal income collection campaigns and provide clerical/administrative support to the Tenancy Officers with follow up telephone calls, taking card payments, completing income and expenditure forms.
- Under the supervision of the Senior Tenancy Officer, mentor new starters to the service as deemed appropriate, which will include demonstrating how to carry out tasks, shadowing and answering their queries.
- The job involves working with customers with a number of different circumstances and in some cases vulnerabilities, have or are victims of domestic abuse, have experienced trauma, those at risk of abuse.
- The Health and Safety at Work etc. Act 1974 and associated legislation places responsibilities for health and safety on Hull City Council, as your employer and you as an employee of the council. In addition to the Councils overall duties, the post holder has personal responsibility for their own health, safety and wellbeing and that of other employees; additional and more specific responsibilities are identified in the Council’s Corporate HS policy.
NC3853.Tenancy Assistant.docx
Pay Ranges:
2- Basic with BPSS - (Disclosure and Barring Service (DBS)), 3- Not Politically Restricted - Designated As Not Politically Sensitive (Politically Restricted Posts), Casual - (Travel Allowance Policy), No - (Childcare Disqualification Requirement), No - (Statutory Post)
- An excellent pension through the Local Government Pension Scheme (LGPS)
- Initially 23 days annual leave depending on length of service. You will also get eight public holidays per year, and three additional days off, one in May/August and one during the Christmas/New year period
- Career development and learning experiences from a range of training courses and learning methods
- Supportive and forward-thinking culture
Please ensure that you complete and submit your application by midnight prior to the closing date. Please ensure that your application demonstrates how you meet the essential criteria against the person specification as listed in the job description.
We are committed to increasing the diversity, equality, and inclusion within our workforce to represent the people we serve and build an environment in which everyone can feel like they belong. We encourage people from all backgrounds to apply.
We adopt a ‘name blind’ approach to shortlisting. Recruiting managers will not have access to personal information, including your name and contact details, until a shortlisting decision has been made. Equality monitoring information is not accessible by recruiting managers at any stage.
We reserve the right to amend the dates associated with this advert, which may include closing the advert early where required.
The Council is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all employees and volunteers to share this commitment.
Online searches, including social media, may be carried out as part of the recruitment process.
Company: Hull City Council Salary: £25,583 to £26,403 a year Hours: Full-time Location: Hull, HU3 2HQ Working pattern: On-site Job type: Permanent Posting date: 25 Aug 2026 Closing date: 7 Sept 2026
Number of Vacancies:
3
Time Type:
Full time
Worker Type:
Regular
Proposed Interview Date:
Monday, September 28, 2026
Hours of Work:
37
Hiring Manager:
Richard Gotts
Contact Number:
01482 613698
Job Description Summary:
4 positions available:
2 x Full Time (37 hours), Permanent
1 x Part Time (30 hours) , Permanent
1 x Full time (37 hours) Fixed Term for 1 year due to specific funding
Proposed Interview Dates: 28th 29th September 2026
For an informal discussion about the role, please contact Marie Balfour, Senior Tenancy Officer on 01482 616 926 or marie.balfour@hullcc.gov.uk
Tenancy Assistants will deliver an excellent housing management service to tenants and other stakeholders in the city. Covering two functional teams across three business areas within the city the post holder with provide a clerical and administration service to support to the Area Housing Team to manage approximately 23,000 homes across the City.
The post holder will be the initial contact point when for customer and partners who contact the Area Housing Team. They will assist the Area Housing team to deal with enquiries which may be in person, over the phone, in writing or via IT systems, assisting customers where possible or ensuring their enquiry is directed to the appropriate person or team.
The post holder will support the service with low level income management, appointment setting, returning calls to customers, appointment setting on behalf of the service, taking payments via telephone, completion of relevant forms such as affordability assessments and benefit application. On occasions the role will including carrying out visits outside of the office to inspect gardens, estates, communal areas and garages as required.
Provide an accurate cash collection service (at sites where payments are made) for tenants and customers if required.
- Provide a professional service to customer enquiries. Responds to enquiries in accordance with council policies and procedures and the Data Protection Act, which will include appropriately managing customer expectations and challenging behaviour from some customers. Ensure all enquiries are directed to the appropriate person or team in a timely way in line with service standards for a decision to be made. Seek advice and support from more senior officers where necessary. Some enquiries will require you to make a written response.
- Treat customers with respect, demonstrating sensitivity for the customs, culture and beliefs of others. Deal with customer on a regular basis for through multiple communication channels including telephone calls, office appointments and on occasional onsite visits. The behaviour of some customers may, at times, be challenging. To promote and safeguard the welfare of children, young people and/or vulnerable adults.
- Working as part of a larger team of housing staff you will be providing a cash taking or front of housing enquiry service, based in a team of housing management staff where you will provide administrative support to the team across a wide range of tenancy/estate matters ranging from raising repairs, mutual exchanges, signing up garage tenancies to assisting with a broad range of tenancy matters. You must be flexible in your work location as the role is to work city wide.
- Maintains a good, up to date working knowledge of policies, procedures and trends in order to carry out their role effectively and give good quality advice to customers. Where appropriate make referrals to other partner agencies both internal and external for example referring safeguarding concerns.
- Working flexibly to deliver the service to customers.
- Accurately record and upload information on all current council computer systems or paper records in a timely manner cross checking data where required for example recording key movements, inputting of sensitive information, arranging the removal of rubbish from properties and other related duties. Provide information such as simple statistics to staff and managers where required.
- Provide an efficient and accurate cash collection, daily collation and banking service at sites where cash is taken.
- Provide administration for the management of housing assets for example maintaining garage waiting lists, allocating garages, rent collection for garages, taking Notice from customers in line with policies and procedures.
- Provide administrative function in raising orders for example to ensure appropriate stationary stock levels, clothing and PPE are available. Also provide administrative assistance to management in the form of raising works orders in line with policy and procedure.
- To support the Area Housing Team with the low level arrears management, in rent recovery payment to the HRA. The Job Holder will have responsibility for the management of garage arrears, static accounts, seasonal income collection campaigns and provide clerical/administrative support to the Tenancy Officers with follow up telephone calls, taking card payments, completing income and expenditure forms.
- Under the supervision of the Senior Tenancy Officer, mentor new starters to the service as deemed appropriate, which will include demonstrating how to carry out tasks, shadowing and answering their queries.
- The job involves working with customers with a number of different circumstances and in some cases vulnerabilities, have or are victims of domestic abuse, have experienced trauma, those at risk of abuse.
- The Health and Safety at Work etc. Act 1974 and associated legislation places responsibilities for health and safety on Hull City Council, as your employer and you as an employee of the council. In addition to the Councils overall duties, the post holder has personal responsibility for their own health, safety and wellbeing and that of other employees; additional and more specific responsibilities are identified in the Council’s Corporate HS policy.
NC3853.Tenancy Assistant.docx
- An excellent pension through the Local Government Pension Scheme (LGPS)
- Initially 23 days annual leave depending on length of service. You will also get eight public holidays per year, and three additional days off, one in May/August and one during the Christmas/New year period
- Career development and learning experiences from a range of training courses and learning methods
- Supportive and forward-thinking culture
We are committed to increasing the diversity, equality, and inclusion within our workforce to represent the people we serve and build an environment in which everyone can feel like they belong. We encourage people from all backgrounds to apply.
We adopt a ‘name blind’ approach to shortlisting. Recruiting managers will not have access to personal information, including your name and contact details, until a shortlisting decision has been made. Equality monitoring information is not accessible by recruiting managers at any stage.
We reserve the right to amend the dates associated with this advert, which may include closing the advert early where required.
The Council is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all employees and volunteers to share this commitment.
Online searches, including social media, may be carried out as part of the recruitment process.
Proud member of the Disability Confident employer scheme
About Disability Confident Disability Confident is a government scheme. It encourages employers to recruit and retain disabled people and those with long term health conditions.
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