Lettings Officer

Shape Better Services. Drive Meaningful Change. Make a Real Difference.

As our Lettings Officer, you’ll play a pivotal role within our Housing and Neighbourhoods Directorate, helping new residents through one of the most important moments in their housing journey.

You’ll coordinate our allocations and lettings service, bringing together colleagues, surveyors, tenancy officers and local authority partners to create a positive and seamless experience for residents.

We’re a small, community-based organisation, with one dedicated Lettings Officer, so you’ll have the opportunity to take real ownership of the role, work independently and build strong relationships across the organisation. You’ll be comfortable balancing competing priorities and deadlines while always keeping the resident experience at the heart of what you do.

For many residents, you’ll be their first introduction to ISHA. Your warmth, professionalism and customer focus will help ensure that moving into their new home feels positive and welcoming from day one.

Ready to make a difference? We'd love to hear from you.

You understand that moving home is more than paperwork and collecting keys. It's a significant moment, and the way someone is welcomed matters. As many people's first introduction to ISHA, you'll want to make that first experience a positive one: listening, answering questions and helping people feel comfortable asking for what they need. You'll enjoy a role where being good with people matters just as much as getting the practical details right.

Our values

Consistently demonstrate and champion ISHA’s values through your behaviours, decisions, and interactions, whilst always acting as a positive and visible role model for our values:

• Professional
• Motivated to Deliver
• People Focused
• Compassionate

You'll bring:

• A welcoming manner that puts people at ease and helps build trust from the first conversation.
• The patience to listen properly, explain things without jargon and recognise that everyone approaches a move with different questions and circumstances.
• A strong sense of ownership, keeping people informed and following things through so they know what to expect and what happens next.
• A calm, practical approach when plans change, finding the next step while staying thoughtful about the person affected.
• Pride in getting the small things right, knowing that a clear update or a carefully checked detail can make a real difference to someone's move.
• The initiative to get things moving, alongside the judgement to ask for help and bring the right colleagues together when needed.
• A genuine interest in what makes a good resident experience, with the curiosity to ask whether there is a simpler or more helpful way to do things.

Job purpose

To coordinate the end-to-end lettings process, from notification of tenancy termination through to sign-up of new tenants.

This role is focused on reducing void times, maximising rental income, and delivering a proactive, customer-focused service. You will manage lettings activity, liaise with internal teams and contractors, and ensure a smooth and efficient process for customers. You will be the main point of contact for our local authority partners.

Key accountabilities

• Co-ordinate the allocations and lettings of all voids to include relets and new lets whilst complying with Local Authority nomination agreements and ISHA’s allocation policy.
• Liaise with local authority partners to ensure the timely supply of nominations.
• Work closely with colleagues and contractors involved in the voids process to ensure that viewings and lettings are coordinated and completed at the earliest opportunity during the void period to minimise void loss.
• Carry out viewings and sign-ups across ISHA’s stock for re-let voids and new build voids.
• Ensure that properties are let when all health and safety requirements have been met and ensuring that any post-letting works agreed with the resident are completed.
• Support tenants who want to move home by offering advice and assistance, especially focusing on mutual exchange opportunities.
• Oversee the mutual exchange process in conjunction with colleagues, ensuring that decisions are given in line with statutory targets.
• Organise and attend events that promote resident mobility.
• Maintain ISHA’s transfer waiting list, including processing transfer applications, liaising with the independent medical advisory service and keeping residents informed of the progress of their application. Carry out periodic reviews of the transfer list.
• Ensure new tenancy rents are set in line with ISHA’s rent setting policy, and tenancies are granted in line with ISHA’s policies.
• Keep up-to-date and accurate records of voids, lettings and allocations and monitor and provide periodic reports on performance in this area.
• Ensure that records are maintained for CORE reporting, LA authority returns and any other third-party agencies in relation to allocations and lettings processes.
• Represent ISHA at external stakeholder events and meetings in relation to the voids and lettings service.

Essentials

In addition to the principal accountabilities of the role, there are significant elements that we deem essential for every role at ISHA:

Ensure safeguarding responsibilities are fully and effectively met by promoting a safeguarding culture appropriate to the scope and seniority of the role.

Champion equity, diversity and inclusion in all aspects of work, ensuring policies are actively applied, and the principles of fairness, inclusion and respect are positively promoted.

Maintain a safe, compliant and responsible working environment by ensuring full adherence to health and safety and data protection requirements, and by promoting practices that protect personal wellbeing, organisational data and the safety of others.

Ensure priorities are met through flexible and responsive working, adapting approach and taking on additional reasonable responsibilities to support the needs of the team, directorate and ISHA, as and when required.

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