Voids Officer: Downsizing & Mutual Exchange Lead (12-Month)

Waltham Forest Council; Greater London; On-site; GBP 40,000 - 42,000; Full time

Job summary

London Borough of Waltham Forest is hiring a Voids Officer (Downsizing & Mutual Exchange) on a 12-month fixed-term basis. You will provide end-to-end support to tenants looking to downsize or move via Mutual Exchange, engaging residents and guiding them through a complex process.

You will conduct home visits, assess needs, and coordinate with Voids, Allocations and Tenancy Management to achieve targets and improve housing outcomes for residents.

Qualifications

• Experience in housing, lettings, allocations, tenancy management, voids, housing options or customer service.
• Experience in managing cases and delivering positive outcomes under tight timescales.
• Strong customer service skills with the ability to engage a diverse range of residents.
• Excellent communication, negotiation and influencing skills, written and verbal.

Responsibilities

• Identify and engage tenants under-occupying homes for downsizing.
• Manage a caseload from enquiry to successful move.
• Conduct home visits and assess housing needs.
• Provide practical support during moving, including bidding, viewings, sign-ups, removals and transfers.
• Support Mutual Exchange by helping residents register on HomeSwapper and identify matches.
• Process Mutual Exchange applications within statutory timescales.
• Collaborate with Allocations, Tenancy Management and Repairs to maximise mobility.
• Assist with void property allocation to downsizing households and optimise stock use.
• Maintain accurate records and monitor performance against KPIs.
• Deliver high-quality advice, guidance and customer service to residents and partners.
• Contribute to reducing overcrowding and meeting housing objectives.

Skills

Customer service

Communication

Time management

Negotiation

IT skills

Records management

Teamwork

Education

GCSE English & Maths

Tools

Microsoft Office

Housing management systems

Job description

London Borough of Waltham Forest is hiring a Voids Officer (Downsizing & Mutual Exchange) on a 12-month fixed-term basis. You will provide end-to-end support to tenants looking to downsize or move via Mutual Exchange, engaging residents and guiding them through a complex process.

You will conduct home visits, assess needs, and coordinate with Voids, Allocations and Tenancy Management to achieve targets and improve housing outcomes for residents.