Tenant Relations Officer Dublin

Hollybank Trustees Ltd; Dublin; On-site; EUR 46,000 - 59,000; Full time

Job summary

Respond in Dublin is seeking a Tenant Relations Officer to deliver tenant-focused services and support the Tenant Relations Team. The role focuses on safe estates, proactive engagement with tenants and community groups, and effective lettings processes.

You will manage allocations, viewings, sign-ups and communication with Local Authorities, ensuring a positive move-in experience and ongoing tenancy support. Experience in social housing is essential.

Qualifications

• 3rd level qualification or equivalent in housing, tenant management, property management or other relevant discipline desirable.
• Demonstrable experience in customer services, relationship management and dispute resolution preferable through a trauma informed approach.
• Hands-on experience of the social housing tenancy services including assessments, voids, allocations, anti-social behaviour and tenancy support with proven ability to engage third party services in tenancy sustainment.

Responsibilities

• Engage with tenants and communities to deliver responsive estate services.
• Oversee allocations, lettings, sign-ups and smooth move-in processes.
• Liaise with Local Authorities and stakeholders to nominate and re-let homes.
• Address complaints and nuisance; promote tenancy sustainment and safety.
• Work as part of Housing Services to meet team objectives and priorities.
• Maintain records and report on progress, ensuring GDPR compliance.

Skills

Customer service

Relationship management

Dispute resolution

Trauma-informed approach

Education

Third-level qualification in housing/related discipline

Tools

Microsoft Office

Job description

Location: On site / Dublin, Ireland
job type: Permanent / Full-time
Sector and subsector: Housing | Housing Association
Annual Salary range:from € 45,995.00 to € 59,471.00

Respond is one of the largest housing associations in Ireland, providing social housing and homeless services. Our vision is that 'every family and individual in Ireland will have high-quality housing as part of a vibrant and caring community'. We are growing rapidly in response to the housing crisis and are now looking for the right person who has the passion and skills to help us realise our vision.

Respond is committed to equal employment and growing a diverse workforce. If you do not "tick every box" there are likely other valuable attributes and skills that you have, that would make you a great fit for the organisation. We welcome applications from people of all cultures, nationalities, genders and from anyone who has historically faced social exclusion. If you feel this role is for you, then please apply.

Terms: 39 hour per week Full-time - Permanent

Location:Dublin

Reporting to: Housing Manager

(Please note that offers are typically made at the beginning to mid-range of the advertised salary, based on skills and experience)

Job Purpose:

To effectively carry out the role of Tenant Relations Officer to deliver quality tenant focused services and continue to contribute to overall success of the Tenant Relations Team.

Core duties and responsibilities

Ensure all our estates are safe and enjoyable places that our tenants can rightly be proud of. This will be achieved by:

• Regular estate engagement and addressing any issues arising through a tenant focussed and trauma informed approach.
• Carrying out regular estate inspections and regular monitoring of neighbourhood service contracts including cleaning and gardening with customers, contributing to drive up standards of all contractors.
• Engaging with local tenants and community groups, encouraging active involvement and feedback as an integral part of the service.
• Effectively addressing any complaints of nuisance or anti-social behaviour, always with a view to sustaining tenancies through external stakeholders and support services.

Allocations

Take responsibility for the effective letting of new homes and re-letting of existing homes, ensuring new tenants have a positive experience of moving into their new homes. You will achieve this by:

• Timely and regular contact with the Local Authorities to request nominations.
• Visiting prospective tenants prior to lettings; carrying out accompanied viewings.
• Ensuring a smooth and effective sign-up process for tenants.
• Keeping future tenants informed about progress of the property and any changes to the proposed move in date.
• Completing follow up visits as required.

Stakeholder Engagement

• Represent Respond at external meetings and within local communities, offering a positive and strong representation of Respond's values in all that you do.
• Liaise with Local Authority Staff and other local stakeholders to ensure the continued integration of Respond tenants into the wider community,
• Develop links with the wider community network.

Tenant Engagement

Engage with individual tenants, tenant groups and other resident groups to develop estate priorities as well as input and feedback on Respond services by:

• Developing opportunities and events for tenants to have their say and be heard.
• Working with tenants to identify and develop the priorities for minor works and environment improvements.
• Effectively communicating with tenants on service developments and other matters important to them.

Team Working

Team Working Adopt a 'one team' approach to the delivery of services, working closely with colleagues across the organisation to deliver services that meet the needs of our tenants and communities. This will be achieved by:

• Working closely with Technical Service staff on the delivery of repairs and other property related matters.
• Working as part of Housing Services to deliver on team objectives, supporting colleagues in your region, Customer Service Centre Staff, Rent Officers etc.
• Liaising with support team staff to help them deliver on their own priorities.

General

• To provide a consistently outstanding service and making a real difference to tenants’ lives.
• Ensure properties are well presented and maintained in thriving and well managed estates.
• Ensure all records relating to tenants are up to date and in accordance with the requirements of the GDPR.
• Provide consistent and accurate updates and reports and ensure your co-ordinator is kept updated on all issues in your area.
• Report any issues of concern relating to tenants.
• Ensure a safe environment and implement all health and safety requirements.
• Consistently document compliance with Respond's reporting systems including Active H, Quality system etc.
• Any other relevant duties that may be assigned from time to time.

Person Specification:

Qualifications

• 3rd level qualification or equivalent in housing, tenant management, property management or other relevant discipline desirable.

Experience

• Demonstrable experience in customer services, relationship management and dispute resolution preferable through a trauma informed approach.
• Hands-on experience of the social housing tenancy services including assessments, voids, allocations, anti-social behaviour and tenancy support with proven ability to engage third party services in tenancy sustainment.
• Use of IT-based management systems and good experience of standard Microsoft packages.

Closing date for applicants: 11th September 2026.