Housing Officer (Warwick) in Coventry

It matters. So we're bringing it closer to home. Our customers have told us they want us to better understand their needs at a local level, and to be more visible in the communities we serve. We've listened. That's why we're creating new roles, strengthening our local presence, and looking for people who want to be part of what comes next. This is a varied, hands-on role where no two days are the same. You'll be a visible and trusted presence in your communities - supporting customers, managing tenancies proactively, and working closely with partners to help people sustain their homes and live well.

What you'll be doing

• You'll take ownership of a defined patch, acting as the key point of contact for residents and ensuring services are responsive, compliant, and customer-focused.
• Your responsibilities will include:
• Managing the full tenancy lifecycle, from sign-up through to end of tenancy
• Handling tenancy changes, mutual exchanges, and investigations into tenancy breaches or fraud
• Supporting lettings and voids activity to minimise rent loss and turnaround times
• Carrying out estate inspections and addressing neighbourhood and environmental issues
• Managing low-level anti-social behaviour, neighbour disputes, and supporting more complex cases
• Identifying and responding to vulnerability, safeguarding, hoarding, and non-access cases
• Completing person-centred fire risk assessments and monitoring health and safety issues
• Investigating complaints and learning from outcomes to improve services
• Working in partnership with local authorities and external agencies to support customers effectively

Throughout everything you do, you'll champion Stonewater's Customer Promise - delivering services that are respectful, personalised, and trauma-informed.

What we're looking for

• You'll bring experience of housing management or a similar customer-facing role, along with the confidence to manage complex and sensitive situations professionally.
• You'll also have:
• Experience of tenancy, estate management, lettings or neighbourhood services within social housing
• Knowledge of housing legislation, including safeguarding, ASB and welfare reform
• Strong communication and influencing skills, with the ability to work calmly under pressure
• A customer-focused mindset, with a commitment to equality, inclusion and trauma-informed practice
• Confidence using digital systems and data to manage cases and improve performance
• The ability to work independently, manage competing priorities, and make sound day-to-day decisions

You'll also be comfortable working flexibly, including participating in an out-of-hours rota where required.

Why join us?

At Stonewater, our customer promise is "We are proud to make things personal; if it matters to our customers, it matters to us." This role is at the heart of how we build trust with our customers. If you're someone who takes pride in getting things right, supporting others, and making a difference through everyday interactions, we'd love to hear from you.

Appointment to this role will be subject to satisfactory references and possession of a valid Right to Work document.

Discover Stonewater

Stonewater is a leading housing provider. We manage around 40,000 homes, serving 93,000 customers across our portfolio of affordable properties for general rent, shared ownership and sale, alongside specialist accommodation, with an ambitious house-building programme. Our mission is to provide quality homes and services for people whose needs are not met by the open market. We're looking for like-minded people to join our team of over 900 talented colleagues who embody our values of being ethical, ambitious, passionate, agile and commercial, as well as people who want to make a difference and transform people's lives.

We are a Disability Confident Employer and working towards accreditation for becoming a Disability Confident Leader, which allows us to record and report on disability, mental health and wellbeing in the workplace to better support our colleagues. We have also achieved accreditation for being an Advanced Employer for Investing in Ethnicity Maturity Matrix. We are committed to being a Menopause Friendly employer and working towards accreditation our Menopause Friendly accreditation.

Are you ready to #DiscoverStonewater?

Stonewater reserve the right to bring the closing date forward should enough quality applications be received prior to the current closing date.

Role details

• Department: Housing & Tenancy Management
• Role: Customer Partner/Housing Officer
• Locations: Warwickshire
• Yearly salary: £36,000
• Car allowance included: Yes
• Hours per week: 37.5
• Expiry date: 23 July, 2026