Housing Officer - DA Portsmouth (Ref:CRH376)

Job title: Housing Officer DA

Department: Operations

Reporting to: Operational Team Leader

Location: Portsmouth

Contract type: Permanent

Hours of work: 40 hours p/w (Mon - Friday, 8:30am - 5pm with some out of hours coverage until 8pm)

Salary: £35,610.00 per annum

*Candidates must have a full UK Driving Licence and access to their own vehicle*

This is a field-based role. The Housing Officer is responsible for delivering high-quality housing management and welfare support services to Service Users residing within an allocated portfolio of asylum accommodation. Managing an assigned caseload, the postholder undertakes regular welfare visits, property inspections, safeguarding activities, ensuring Service Users receive appropriate support while properties remain safe, compliant, and well maintained.

The role requires the development of positive and professional relationships with Service Users, acting as a key point of contact and providing guidance, support, and signposting where required. The Housing Officer is responsible for identifying and addressing service user and property-related issues, responding to incidents of anti-social behaviour, maintaining accurate records, and ensuring all case management systems are updated in line with organisational procedures and contractual requirements.

Working collaboratively with internal colleagues, local authorities, and external partner agencies, the Housing Officer promotes Service User wellbeing, supports successful integration into local communities, and ensures compliance with housing standards, safeguarding requirements, company policies, and relevant legislation. The role contributes directly to the delivery of safe accommodation, positive outcomes for Service Users, and the achievement of organisational objectives.

Key Relationships:

The Housing Officer will work closely with a range of internal and external stakeholders to deliver high-quality housing management and welfare support services.

Internal Stakeholders

• Housing Team colleagues and Operational Team Leaders
• Regional and Senior Management Teams
• Property Maintenance and Repairs Teams
• Safeguarding and Welfare Teams
• Compliance and Quality Assurance Teams
• Service Centre/Customer Support Teams
• Human Resources and Learning & Development Teams

External Stakeholders

• Service Users and their families where appropriate
• Home Office representatives and contract management teams
• Local Authorities and Housing Departments
• Healthcare providers, including GP surgeries and NHS services
• Social Services and Adult/Children's Safeguarding Teams
• Police, Fire and Rescue Services, and Community Safety Partnerships
• Voluntary, Community and Faith-Based Organisations
• Interpreting and Translation Service Providers
• Property Owners, Landlords and Letting Agents
• Contractors, Suppliers and Maintenance Providers

The postholder will develop and maintain effective working relationships with stakeholders to promote Service User wellbeing, ensure property and contractual compliance, and support the successful delivery of accommodation and support services.

Scope and Decision Making:

The Housing Officer is responsible for the day-to-day management of an allocated caseload and portfolio of properties, working within established policies, procedures, contractual requirements, and legislative frameworks. The postholder is responsible for prioritising workloads, managing welfare visits, conducting property inspections, identifying risks, and taking appropriate action to address tenancy, safeguarding, or property-related concerns, escalating matters where required.

The role works under the direction of the Operational Team Leader but is expected to make informed decisions regarding Service User support, property standards, low-level anti-social behaviour interventions, and safeguarding referrals within delegated authority levels and organisational guidelines.

Procedures:

• Follow and apply all company policies, operational procedures, contractual requirements, and legislative obligations relevant to the Housing Officer role.
• Maintain accurate, timely, and comprehensive records of welfare visits, property inspections, safeguarding concerns, incidents, and case interventions within designated systems.
• Ensure all documentation, reports, and case files are completed to the required standards and remain compliant with organisational and contractual requirements.
• Conduct regular property inspections and welfare checks, identifying and reporting issues promptly to ensure properties remain safe, compliant, and fit for purpose.

Connect and Collaborate:

• Build and maintain effective working relationships with Service Users, colleagues, local authorities, healthcare providers, community organisations, and other partner agencies.
• Work collaboratively with internal teams to coordinate property management activities, safeguarding interventions, Service User movements, and support services.
• Share information appropriately and professionally to support effective decision-making, service delivery, and positive outcomes for Service Users.
• Act as a key point of contact for Service Users, providing advice, guidance, and signposting to relevant services and support networks.

Responsive:

• Deliver a timely, customer-focused service that responds effectively to the needs of Service Users, operational priorities, and contractual requirements.
• Take ownership of tenancy, welfare, safeguarding, and property-related issues, ensuring appropriate actions are taken and followed through to resolution.
• Respond promptly to incidents of anti-social behaviour, neighbourhood concerns, and complaints, implementing appropriate interventions and escalating where required.
• Adapt to changing priorities, operational demands, and emergency situations while maintaining service standards.

Talented:

• Apply housing management knowledge, safeguarding awareness, and problem-solving skills to deliver effective and person-centred support.
• Assess Service User needs and risks, identifying appropriate interventions and support pathways that promote wellbeing and independence.
• Use professional judgement to manage a diverse caseload effectively and achieve positive outcomes.
• Actively participate in training, development, and continuous learning opportunities to maintain professional competence and improve performance.

Trusted:

• Act with integrity, professionalism, and respect when supporting Service Users and managing sensitive situations.
• Maintain confidentiality and handle personal information in accordance with data protection and information governance requirements.
• Demonstrate sound judgement when identifying risks, safeguarding concerns, and welfare issues, taking appropriate action within delegated authority.
• Take accountability for individual performance, decisions, and outcomes, ensuring commitments are delivered consistently and effectively.

Agile and Diverse

• Embrace change and contribute positively to continuous service improvement initiatives.
• Support a culture of inclusion, equality, dignity, and respect, recognising and valuing the diverse backgrounds and needs of Service Users.
• Adapt communication styles and approaches to meet individual needs, including working effectively with interpreters and support agencies where required.
• Demonstrate flexibility in managing workload, travel requirements, and operational priorities across the housing portfolio.

Professional

• Represent the organisation professionally in all interactions with Service Users, colleagues, stakeholders, and partner organisations.
• Demonstrate behaviours that reflect organisational values and promote a positive customer experience.
• Maintain a high standard of written and verbal communication, ensuring all correspondence and records are clear, accurate, and professional.
• Comply with all health and safety, safeguarding, compliance, and regulatory requirements relevant to the role.
• Contribute to team objectives and organisational success through effective workload management, collaboration, and a commitment to service excellence.

Safeguarding, Compliance and Conduct:

• Comply with all company policies, procedures, professional standards and contractual requirements relevant to the role.
• Promote safeguarding, confidentiality, data protection, health and safety, equality, diversity and inclusion in all areas of work.
• Complete mandatory training and maintain any required vetting, checks, licences or professional registrations.
• Act professionally and respectfully when working with colleagues, residents, service users, partners and stakeholders

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Person Specification

Essential Criteria:

Knowledge and Experience:

• Experience of working in a housing, support, customer service, portfolio management, welfare, community engagement, or similar customer-facing environment.
• Experience of managing a varied workload and prioritising competing demands to meet deadlines and service standards.
• Experience of working with vulnerable individuals and responding appropriately to welfare, safeguarding, or support needs.
• Knowledge of housing management principles, property standards, service user related issues, and customer service best practice.
• Understanding of safeguarding responsibilities and the ability to identify, record, and escalate concerns appropriately.
• Experience of working within regulatory, contractual, policy, or compliance frameworks.
• Experience of maintaining accurate records, case notes, and documentation to a high standard.
• Understanding of confidentiality, data protection, and information governance requirements.

Skills and Abilities:

• Ability to communicate clearly, professionally, and sensitively with Service Users, colleagues, contractors, and external stakeholders.
• Strong interpersonal skills with the ability to build positive working relationships and establish trust with people from diverse backgrounds.
• Ability to assess situations, identify risks, and make sound decisions within established procedures and delegated authority.
• Ability to investigate, resolve, and follow through on welfare, property, and anti-social behaviour issues.
• Strong organisational and time-management skills, with the ability to manage an allocated caseload effectively.
• Ability to work independently whilst recognising when issues require escalation or specialist support.
• Competent in the use of Microsoft Office applications and case management, housing management, or other business systems.
• Ability to maintain accurate records and produce clear written reports and correspondence.
• Ability to adapt to changing priorities and work flexibly in a fast-paced operational environment.

Behaviours and Values:

• Demonstrates integrity, professionalism, and accountability in all areas of work.
• Committed to delivering a high-quality customer-focused service.
• Builds collaborative relationships and works effectively as part of a team.
• Treats all individuals with dignity, respect, fairness, and empathy.
• Demonstrates resilience, adaptability, and a positive approach to change.
• Committed to promoting inclusion, equality, and diversity.

Qualifications and Requirements:

• Full UK driving licence and access to a vehicle suitable for business use.
• Willingness and ability to travel regularly across the designated operational area.
• Basic proficiency in IT systems and Microsoft Office applications.
• Ability to meet the requirements of an enhanced DBS check (where applicable).
• Right to work in the UK and ability to satisfy any contractual vetting and security clearance requirements.
• Willingness to undertake relevant training, including safeguarding, health and safety, and compliance training as required.

Desirable Criteria:

Knowledge and Experience:

• Experience of working within asylum accommodation, housing management, supported housing, refugee services, local authority, social care, or community-based support environments.
• Experience of managing tenancy sustainment, anti-social behaviour, neighbourhood management, or property compliance matters.
• Knowledge of asylum accommodation services, safeguarding frameworks, housing legislation, or welfare support processes.
• Experience of working with vulnerable individuals from diverse cultural, linguistic, and social backgrounds.
• Experience of working in partnership with local authorities, voluntary sector organisations, healthcare providers, or emergency services to achieve positive outcomes.

Skills and Abilities:

• Experience using housing management, case management, compliance, or customer relationship management (CRM) systems.
• Ability to communicate effectively through interpreters and adapt communication styles to meet individual needs.

Behaviours and Values:

• Demonstrates a proactive approach to problem-solving and continuous improvement.
• Consistently promotes inclusion, equality, dignity, and respect in all interactions.
• Actively contributes to a positive team culture through collaboration, knowledge sharing, and support for colleagues.
• Demonstrates accountability for personal performance and a commitment to delivering high-quality customer service.
• Shows resilience and adaptability when managing changing priorities and operational demands.

Qualifications and Development:

• Qualification in Housing, Customer Service, Community Development, Social Care, Safeguarding, or a related discipline, or equivalent relevant experience.
• Evidence of continuing professional development relevant to housing management, safeguarding, welfare support, or customer service.
• Training in safeguarding, conflict management, mental health awareness, risk assessment, or trauma-informed practice.

Additional:

• Knowledge of local community resources, support services, and partner agencies that can assist Service Users.
• Experience of contributing to service improvement initiatives, process reviews, or quality assurance activities.
• Additional language skills that may support communication with Service Users from diverse backgrounds.
• Understanding of equality, diversity, inclusion, and cultural awareness principles and their application within a customer-facing environment.

• 25 days annual leave plus national bank holidays
• Westfield Health Membership (offering cashback on health services plus discounts for retailers and gym memberships)
• Life Cover (2 x basic salary)
• Employer pension contribution (4% employer, 4% employee)
• Laptop/Phone/other equipment if required as part of job role
• Referral Scheme
• Mileage expenses (claimable from home)

Diversity Statement

Clearsprings Group is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Modern Slavery Statement

Clearsprings Groups conduct robust checks on any new employee including eligibility to work in the UK to safeguard against human trafficking or individuals being forced to work against their will.

Safeguarding Statement

Clearsprings Group is committed to Safeguarding and promoting the welfare of children, young people and adults at risk, and expect all employees to share this commitment.

All successful applicants will be required to undertake a satisfactory DBS check in line with their job role.

This role is not open to applications from those who will require sponsorship under the points-based system. Should you apply for this role and be found to require sponsorship, your application will be rejected, and any provisional offer withdrawn.

We reserve the right to close the advert early if there is a higher level of interest that expected.