Tenancy Relations Officer

CIH Scotland; Crawley; On-site; GBP 29,000 - 38,000; Full time

Job summary

Crawley Borough Council, Crawley, is seeking a Tenancy Relations Officer on a 12-month fixed-term contract. You will provide expert tenancy advice, handle enforcement actions and work with tenants, landlords and partner agencies to improve outcomes in the private rented sector.

You will investigate complaints, carry out PACE interviews, and help prevent homelessness through early intervention and tenancy sustainment. Strong legal knowledge and communication are essential.

Qualifications

• Extensive knowledge of landlord and tenant legislation (Protection from Eviction Act 1977; Renters Rights Act 2025).
• Experience in housing/tenancy roles within a customer-focused environment.
• Proven ability to manage disputes, undertake enforcement actions and represent cases in court.
• Experience carrying out PACE interviews and handling confrontational situations.
• Excellent organisational, prioritisation and record-keeping skills.
• Strong written and verbal communication, with ability to explain complex legal matters clearly.

Responsibilities

• Provide expert tenancy rights advice to tenants and landlords.
• Investigate complaints including illegal eviction and harassment; gather evidence and conduct PACE interviews.
• Take enforcement action where required; prepare prosecution reports and represent in court.
• Support Rent Repayment Order applications and deposit compensation claims.
• Work to prevent homelessness through early intervention and tenancy sustainment.
• Liaise with internal teams, police, legal advisors and partner agencies.
• Deliver workshops and information sessions for landlords and tenants.
• Maintain accurate case records and produce reports on trends and outcomes.
• Keep up to date with changes in legislation and best practice.

Skills

Tenancy law knowledge

Dispute resolution

PACE interviews

Communication skills

Organisational skills

Education

Relevant housing qualification

Tools

None

Job description

About The Role

Are you passionate about housing rights and committed to raising standards in the private rented sector? We are looking for an experienced Tenancy Relations Officer on a 12-month fixed term contract to play a pivotal role in protecting tenants, supporting lawful landlord practices and preventing homelessness across the borough.

As a Tenancy Relations Officer, you will be a subject matter expert within our Strategic Housing service, providing specialist advice on tenancy law and acting decisively where legislation is breached. You will work with tenants, landlords, internal colleagues and external partners to resolve disputes, tackle illegal eviction and improve outcomes in the private rented sector.

You will manage a complex caseload, undertaking investigations and enforcement action where necessary and contributing to service development by identifying trends, sharing expertise and promoting best practice.

Key Responsibilities

• provide expert advice to tenants and landlords on tenancy rights, responsibilities, and housing legislation
• investigate complaints including illegal eviction and harassment, gathering evidence and conducting PACE interviews
• take enforcement action where required, including preparation of prosecution reports and court representation
• support or submit Rent Repayment Order applications and deposit compensation claims
• work proactively to prevent homelessness through early intervention and tenancy sustainment
• liaise with internal teams, the police, legal advisors, housing charities and neighbouring authorities
• deliver workshops, training and information sessions for landlords and tenants
• maintain accurate case records and produce reports on trends and service outcomes
• keep up to date with changes in legislation, case law and best practice

You will bring strong legal knowledge, excellent communication skills and the confidence to manage challenging situations professionally and fairly.

You Will Have

• extensive knowledge of landlord and tenant legislation, including the Protection from Eviction Act 1977 and Renters Rights Act 2025
• experience working in a housing or tenancy-related role within a customer-focused environment
• proven ability to manage disputes, undertake enforcement action and represent cases in court
• experience of carrying out PACE interviews and handling confrontational situations
• excellent organisational, prioritisation and record-keeping skills
• strong written and verbal communication skills, with the ability to explain complex legal matters clearly

Ideally, You Will Also Have

• a relevant housing or vocational qualification
• a working knowledge of homelessness legislation
• experience contributing to service improvement or performance targets

Local Government Reorganisation is planned across Sussex, with new unitary authorities expected by 2028. While this represents a significant change for councils, most roles will continue to focus on delivering vital services to our residents and business communities. As the future structure evolves, our name may change, but what won’t is our commitment to providing excellent services and supporting our employees. Joining us now means being part of a dedicated team during an important and evolving time for local government.

Crawley is a great place to work, with a thriving business district and excellent transport connections including nearby Gatwick Airport. We are based in our modern Town Hall which opened in 2023 and is located a short walk from the town centre and railway station.

Additional Information

This fixed term contract is for 12 months.

Satisfactory clearance of a Basic Disclosure and Barring (DBS) check will be a condition of employment.

Full and current UK driving licence will be required.

Due to the sensitive nature of client contact, this role is exempt from being considered on a job share basis.

Employee Benefits

We offer a generous employee benefits package, with a range of discounts, benefits and wellbeing incentives to suit everyone.

At Crawley Borough Council, you will have access to a structured programme of learning from day one, designed to help you succeed in your role and grow your career.

Local government reorganisation

Local government reorganisation (LGR) is planned across Sussex, with new unitary authorities expected by 2028. While this represents a significant change for councils, most roles will continue to focus on delivering vital services to our residents and business communities. As the future structure evolves, our name may change, but our commitment to providing excellent services and supporting our employees will not. Joining us now means being part of a dedicated team during an important and evolving time for local government.

Our way of working

Our shared values and behaviours reflect the special nature of our council. We encourage all colleagues to put them into practice, whatever job they do. Take a look to see if we are the perfect match.

Safer recruitment

Crawley Borough Council is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment. We want to be an inclusive and diverse employer of first choice reflecting the community we serve and particularly welcome applications from all under represented groups.