Housing Officer

Role Overview

As the face of the organisation, you will independently manage a diverse portfolio of residential and mixed-tenure properties, delivering an exceptional end-to-end customer experience across your patch. You will play a key role in enhancing customer safety, well-being and satisfaction, ensuring regulatory compliance and supporting vibrant, sustainable communities.

From estate inspections and building safety to tenancy management and addressing anti-social behaviour, this is a varied, customer-facing role where no two days are the same.

Key Responsibilities

Customer Engagement & Experience

• Lead the end-to-end customer journey, including new tenancy visits, annual visits, and end-of-tenancy inspections.
• Act as a single point of contact outside the customer care hub.
• Build strong customer relationships through proactive communication and responsive service.
• Support Tenant & Resident Association (TRA) and engagement events.
• Maintain accurate records and use systems to monitor performance and drive service improvement.

Tenancy Management

• Manage legal and regulatory tenancy requirements, including tenancy changes, succession, abandonment, notices (e.g. TORTs), enforcement, court work and evictions.
• Address anti-social behaviour, hate incidents, disputes, fraud, safeguarding concerns and complaints.
• Liaise with internal and external partners to resolve issues and sustain tenancies.

Property & Estate Management

• Conduct estate, scheme and property inspections to maintain high safety and cleanliness standards.
• Ensure completion of compliance actions (e.g. fire risk assessments, gas safety).
• Oversee block and estate repairs, CCTV, communal areas and bin management.
• Manage service charge, rent and arrears queries, signposting customers for support where required.
• Coordinate estate task force and deliver local action plans.
• Support defect management and Homeownership queries.

Stakeholder & Partnership Working

• Build effective relationships with customers, colleagues and external agencies.
• Represent the organisation at multi-agency meetings (e.g. MAPPA, MARAC) and court proceedings where required.
• Support customers in engaging with partner organisations to sustain their tenancy.

Additional Duties

• Participate in out-of-hours cover on a rota basis.
• Work flexibly, including evenings and occasional weekends.
• Dynamically assess risk and use PPE appropriately.
• Provide cross-team support as required.

Knowledge, Skills & Experience

Essential:

• Experience in housing and tenancy management with strong customer service focus.
• Knowledge of housing law and regulatory requirements (or willingness to develop).
• Understanding of safeguarding and supporting vulnerable customers.
• Strong communication, dispute resolution, problem-solving and decision-making skills.
• IT proficiency (Outlook, Word, Excel, mobile working).
• Highly organised with effective time and resource management skills.
• Ability to work independently (lone working) and collaboratively within a team.
• Hold or be willing to work towards a Level 3 (or higher) Housing qualification (Ofqual-regulated) or CIH foundation degree.
• Full UK driving licence and access to a vehicle insured for business use.

Morgan Hunt is a multi-award-winning recruitment Business for interim, contract and temporary recruitment and acts as an Employment Agency in relation to temporary vacancies. Morgan Hunt is an equal opportunities employer, job suitability are assessed on merit in accordance with their skills, qualifications and abilities to perform the relevant duties required in a particular role.