Housing Officer in London

Housing Officer

Department: Neighbourhood and Communities

Location: Local Office Base

Reports To: Neighbourhood Housing Manager/Senior Officer

Contract Type: 6 Month Fixed Term Contract / Full-Time (35 hours per week)

Job Purpose

To deliver a responsive, visible, and resident-focused housing service that ensures tenancies are managed well, ASB is dealt with effectively, new tenants are welcomed. The Housing Officer will be the key point of contact on the ground for residents within their patch, addressing local issues, enforcing tenancy conditions, and supporting community cohesion in line with Eastend Homes’ values.

• We Care – by supporting victims, vulnerable people, and communities affected by ASB and safeguarding risks.
• We Are Trusted – by acting with professionalism, integrity, and a commitment to fairness.
• We Are Improving – by using data, feedback, and learning to strengthen services.
• We Are Listening – by being responsive to residents’ concerns and tailoring support to individual needs.

Key Responsibilities 1. Tenancy and Community Cohesion

• Carry out regular estate inspections alongside the estate management team and residents to identify and resolve issues affecting estate conditions, such as fly-tipping, ASB, repairs, and caretaking standards.
• Investigate and respond to reports of tenancy breaches, including subletting, hoarding, and unauthorized alterations.
• Enforce tenancy conditions and support formal enforcement actions in partnership with legal and other relevant teams.
• Respond to reports of anti-social behaviour, working with residents, the police, and external agencies, referring complex cases the the ASB Officer for advice and support.
• Working closely with residents, identifying any vulnerabilities or support needs and referring to appropriate agencies.
• Carry out tenant audits to ensure we ‘know who is behind the door’.
• Monitor the quality of communal repairs and environmental issues, reporting and escalating where necessary.

2. Resident Engagement and Support

• Be a visible presence on estates, building trust with residents through regular contact and proactive communication.
• Attend residents’ meetings, walkabouts, and forums, feeding back residents’ views and following through on commitments.
• Support vulnerable residents by making referrals to support services and working collaboratively with internal teams and external agencies. Providing enhanced housing management service where required.
• Identifying safeguarding issues and reporting to appropriate services.
• Promote community cohesion, supporting local events and initiatives that enhance community spirit and wellbeing.
• Work with residents through the EMB to agree a local plan which identifies key areas for improvement, action and monitor achievements.

3. Collaboration and Performance

• Work closely with repairs, caretaking, income, and leasehold teams to deliver a joined-up neighbourhood service.
• Maintain accurate records and case notes on the housing management system.
• Monitor estate performance indicators and contribute to service improvement plans.
• Identify opportunities to improve the neighbourhood service offer and participate in service reviews.

Person Specification

All criteria below are essential unless marked as desirable.

1. Experience

• Experience in housing or estate management
• Experience of managing tenancy breaches and ASB
• Experience of working with residents from diverse backgrounds
• Familiarity with safeguarding, support services and partnership working
• Understanding of health and safety issues related to estates

2. Knowledge

• Knowledge of landlord responsibilities under tenancy law
• Excellent communication and interpersonal skills – able to engage confidently with residents, colleagues, and partners.
• Strong problem-solving skills and ability to manage competing priorities.
• Confident in lone working and making decisions in the field.
• IT literate with ability to maintain accurate records and use housing systems.
• Collaborative mindset with the ability to work effectively as part of a team.

Skills

• Knowledge of landlord responsibilities under tenancy law
• Excellent communication and interpersonal skills – able to engage confidently with residents, colleagues, and partners.
• Strong problem-solving skills and ability to manage competing priorities.
• Confident in lone working and making decisions in the field.
• IT literate with ability to maintain accurate records and use housing systems.
• Collaborative mindset with the ability to work effectively as part of a team.

Personal Qualities

• Committed to Eastend Homes’ values:
• We Care – empathetic and supportive in all resident interactions.
• We Are Trusted – acts with fairness, transparency, and confidentiality.
• We Are Improving – takes initiative, welcomes feedback, and strives for excellence.
• We Are Listening – values resident voice and adapts approach based on need.
• Able to work flexibly, including occasional evenings or weekends.
• Willingness to travel between estates using public transport or own vehicle

Pension Scheme up to 10% employer contribution

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