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Department: Housing Services

Operation: Sanctuary Housing

Closing Date: 05/01/2026

Requisition: 226966

Sanctuary manages rented and shared ownership homes and supports community initiatives for thousands of customers across England. Our staff help make a real difference to the quality of people’s lives.

We have an opportunity for a Housing Officer to join our Housing team, based in Welwyn Garden City. As a Housing Officer you will be responsible for the management of a patch of social housing properties and tenancies in the Hertfordshire and West Essex areas. This will involve making sure that our properties are safe and attractive places to live and ensuring that tenancies are being conducted in a satisfactory way. The role includes void management, compliance responsibilities, anti-social behavior management and the full range of housing management. If you have experience in property or tenancy management and providing high quality customer service, then this could be the role for you.

• Delivering high quality housing management services meeting the needs and expectations of current and future residents and the wider community
• Providing an effective tenancy and resident customer service which is in line with policies and procedures
• Managing tenant expectations regarding repairs and escalating any property maintenance issues affecting tenant welfare via appropriate channels
• Dealing with complaints about service delivery focusing on first contact resolution and learn from this to help to develop an excellent customer service
• Working with colleagues in other service areas to help the organisation meet its compliance obligations (fire safety, water hygiene, gas safety and data protection)
• Delivering general advice on all aspects of tenancy to enable sustainability
• Working with a range of external agencies to resolve a range of issues affecting tenant welfare including; domestic abuse, anti-social behaviour and safeguarding

• Literacy and numeracy equivalent to passes in GCSE English and Maths
• Proven experience of undertaking a similar role delivering high quality tenancy services within property or tenancy management
• Excellent skills in analysing and diagnosing problems and implementing solutions
• Excellent customer service and customer care skills
• Proficient user of Microsoft Office packages including Word, Excel, Outlook and Teams
• Excellent communication skills both verbal and written
• Working knowledge of relevant regulations and good practice
• Travel is a requirement of the role; therefore a full valid driving licence is essential

We are a not-for-profit housing association, and own and manage around 125,000 homes. We foster a diverse and inclusive culture, and nurture and reward talent. Our customers are at the heart of all we do, and colleagues help make a real difference to people’s lives.

As part of our commitment to making Sanctuary a great place to work, where your wellbeing is of genuine importance, we have developed an attractive employment package. The package recognises your contribution, supports your physical, mental and financial health and gives you the flexibility to tailor your employee benefits by offering:

• 25 days annual leave (rising to a maximum of 30 days) plus public holidays
• A pension scheme with employer contributions from Sanctuary
• Life Assurance
• Employee Advice Service including counselling
• Cycle to Work scheme
• Voluntary health plans
• Wellbeing support and tools
• Employee Networks, with a shared interest in inclusion, and who provide invaluable support to colleagues
• £34,531 (rising to £36,348 after 12 months, subject to satisfactory performance)

Building Equality and Diversity

Sanctuary Group encourages and welcomes applications from people from diverse backgrounds to support our commitment to offering an inclusive environment for our employees and customers.
We work closely with the Home Office in order to prevent illegal working.
A basic Disclosure and Barring Service check will be necessary in the event of a successful application which we will pay for.
Sanctuary Housing Services Limited is a subsidiary of Sanctuary Housing Association, an exempt charity.