Overview
Service Area: Lettings and Tenancy Services
Reports to: Business Development Manager
Grade / Salary: Negotiable
Contract: Full time, permanent
Hours: 37.5 per week, Monday to Friday
Job Purpose
To deliver a high quality, customer focused housing management service across a defined patch of properties, sustaining tenancies and maximising rental income while ensuring compliance with tenancy agreements, relevant legislation, and AHG policy. The post holder is the first point of contact for residents and works closely with local authorities, support agencies, and partner organisations to provide safe, well managed homes and positive outcomes for the people we house.
Main Duties and Responsibilities
Tenancy and lettings management
- Manage a portfolio of tenancies from allocation and sign up through to termination, ensuring tenancy agreements are correctly completed, explained, and understood.
- Arrange property viewings, matching available properties to suitable applicants with regard to household need, affordability, and location.
- Minimise void turnaround times by ensuring vacant properties are re let quickly and to the required standard.
- Process tenancy changes.
- Develop an in depth understanding of individual cases, including the challenges around homelessness and homelessness prevention, managing applicant expectations, identifying vulnerable applicants, and applying safeguarding responsibilities appropriately.
Income and rent management
- Advise and assist residents eligible for Universal Credit and housing benefit, signposting to money advice and welfare support where appropriate.
- Prepare accurate records and documentation to progress cases, escalating in line with the arrears process where necessary.
Partnership working and customer service
- Build and maintain effective working relationships with support agencies to secure good outcomes for residents.
- Handle enquiries, requests, and complaints promptly and professionally, keeping residents and partners informed throughout.
- Produce clear, accurate written correspondence and case notes, maintaining a professional and respectful register at all times.
Records, compliance, and general
- Maintain accurate, up to date records across AHG systems in line with data protection requirements.
- Ensure all activity complies with relevant housing legislation, regulatory standards, and AHG policies and procedures.
- Undertake any other reasonable duties commensurate with the grade and purpose of the role, as required by the business.
Person Specification
- Experience in housing management, lettings, or tenancy management, ideally within the private rented or social housing sector.
- Working knowledge of Universal Credit and housing benefit as they relate to tenancies.
- Awareness of relevant housing legislation and the responsibilities of a landlord.
- Excellent written and verbal communication skills, with the ability to adapt tone for residents, partners, and colleagues.
- Strong organisational skills and attention to detail, with the ability to manage a varied caseload and competing priorities.
- Confident using digital systems for record keeping and case management.
- A commitment to high standards of customer service and to safeguarding the welfare of residents.
- Experience working with local authorities, referral routes, or support agencies.
- Knowledge of anti social behaviour case management and tenancy enforcement.
- A relevant housing qualification (for example CIH membership or equivalent).
- A full UK driving licence and access to a vehicle for work purposes.
Additional Information
AnchorPoint Housing Group is committed to safeguarding and promoting the welfare of the people we house, and expects all staff to share this commitment. Appointment may be subject to satisfactory pre employment checks.
AHG is an equal opportunities employer. We welcome applications from all backgrounds and are committed to building an inclusive workplace.
This job description reflects the current requirements of the role. It is not intended to be exhaustive and may be reviewed and amended, in consultation with the post holder, to meet the changing needs of the business.
How to Apply
To apply, please submit your CV and a short covering letter outlining your relevant experience to careers@anchorpointhousing.com. We review applications on a rolling basis and encourage early submission.
