Housing Assistant

The purpose of this role is to support the effective delivery of high‑quality, value‑for‑money, customer‑focused housing management, lettings, and income services, ensuring the customer voice shapes positive outcomes across the organisation. Working closely with the Lettings Team, the postholder will help deliver an efficient service that achieves relet targets, reduces void rent loss, improves satisfaction, and promotes sustainable tenancies.

You will also assist the Housing Management team in meeting regulatory standards, managing complaints, ensuring safeguarding responsibilities are met, and supporting diverse communities through proactive estate management. In addition, the role contributes to the Income Team’s performance by helping maximise rent collection, enhance customer satisfaction, and strengthen financial stability.

The postholder will uphold Regenda’s values, follow housing policies and procedures to maintain legal and regulatory compliance, and ensure all customers are treated fairly, respectfully, and in line with their individual needs and protected characteristics, with all enquiries and complaints handled promptly and to a high standard.

The right fit:

• Experience of working to achieve key performance indicators and targets whilst able to prioritise workload.
• The ability to operate at pace and be adaptable to changing priorities in a results driven environment.
• Excellent communication skills, both verbal and written.
• An excellent, customer centric approach, good interpersonal skills with an ability to develop excellent working relationships.
• Solid ICT skills, knowledge and experience of using Microsoft Office.
• Experience in delivering high quality front line customer facing services.
• Be flexible, resilient and able to manage change.
• Ability to work collaboratively with a range of stakeholders.
• Highly motivated and passionate, with a readiness to engage operationally.
• Ability to understand social housing legislation, including tenant satisfaction measures, regulatory standards, complaints within the housing ombudsman service, service charge legislation, safeguarding legislation, rent regulations and lettings legislation.
• Ability to demonstrate empathy in dealing with and resolving dispute situations.
• Understanding of Regenda Values and how they relate to our services.
• Be committed to our approach to Equality and Diversity.
• Must be able to drive, have access to a car, hold a valid driving licence and have business insurance to claim mileage.
• Have or be willing to work towards housing related qualifications.

What we offer:

• A range of flexible working options.
• 27 days paid annual leave each year (rising one day per year up to a maximum of 32 days after five years) in addition to 8 bank holidays.
• 6 additional days for volunteering.
• Up to 9% employer’s contribution to the pension scheme (match funded).
• £250 annual “Live and Learn” allowance to spend on learning any new skill.
• Enhanced maternity, paternity and adoption pay schemes.
• Employee Assistance Programme and health and wellbeing initiatives.
• A wide variety of exciting learning and development opportunities.
• Interest free loans to assist with the purchase of computer equipment and travel season tickets.
• Monthly staff lottery scheme.

We welcome and encourage job applications from people of all backgrounds. We particularly welcome applications from disabled and minority ethnic candidates as they are currently under‑represented within our organisation.