Estates Liaison Officer (Housing) in Belsize Park

Join us now as an Estates Liaison Officer and be part of an established, experienced Housing team!

As an Estates Liaison Officer, you'll be responsible for coordinating and managing property decants and disposals within strict timeframes, ensuring minimal disruption to tenants and full compliance with Housing regulations. As the main point of contact for property decants and disposals, you can expect a high level of tenant interaction. You will work closely with internal teams and external stakeholders to ensure an efficient, tenant-focused service is delivered every time. Providing clear communication, handling cases with empathy and transparency, and managing complex transitions is key to this role.

• Plan and oversee temporary, permanent, or emergency tenant decants/relocations for refurbishment, redevelopment, or sale, ensuring alternative accommodation meets both tenant needs and legal requirements.
• Manage the property disposal process by identifying assets for sale, preparing reports for senior management, and liaising with valuers, legal teams, and buyers to facilitate efficient transactions.
• Act as the single point of contact for impacted tenants; addressing concerns, resolving issues promptly, and ensuring statutory home loss or disturbance payments are processed accurately.
• Take a proactive approach to managing decants, abandonments, and tenancy terminations to ensure properties are recovered timely, while supporting wider estate management duties such as inspections and enforcement.
• Ensure all activities adhere to local authority and Regulator requirements, maintaining accurate case histories and monitoring budgets to ensure cost-effective service delivery.

• Proven experience handling property disposals, decants, or complex housing situations within a customer-service-led environment.
• Experience managing a dynamic caseload/patch, with the ability to manage changing priorities and meet tight deadlines.
• Experience of dealing with vulnerable tenants or customers with the ability to handle sensitive cases with empathy and transparency, ensuring customers remain updated and their individual needs are understood.
• The ability to work on your own initiative to make decisions, reduce asset risk, and deliver professional, timely interventions.

Please submit a cover letter outlining how your skills and experience meet the requirements for this role. Specifically, please address the following:

• How you apply the principles of Awaab's Law and the Housing Ombudsman's standards to tenant welfare and complaints.
• Your experience managing complex tenant queries, complaints, and contractor communication to ensure a professional resolution.
• The specific skills you will bring to the team to ensure a smooth, empathetic, and organised decant process for our tenants.

Our colleagues deliver services from the location that they are best delivered on any given day. This means that you should expect to work from a Midland Heart site as a minimum 3 days week (on average) – we're open to this role being based from any of our main sites including:

• Bath Row, Birmingham, B15 1LZ
• West Midlands Hub, Oldbury, B69 4PN
• East Midlands Hub, Hinckley, LE10 1QZ

To deliver this role successfully, you must be willing and able to travel across the Midland Heart geography (East and West Midlands) at short notice, to locations that are often inaccessible via public transport.

Who are Midland Heart? We're one team working together for our tenants. A large, ambitious housing organisation providing people with an affordable place to call home. We value people from all walks of life and strive to create an inclusive environment where you can grow your career and make an impact. We expect a lot from our people, but in return, you'll find a supportive and rewarding workplace where great people thrive.

We are proud to be a Disability Confident Employer. Please feel free to contact us if you would like to discuss any adjustments you might need in order to be successful in this role.

Interested? See link below to view a full Role Profile. Applying is easy - simply register on our candidate portal uploading a CV and Covering Letter, which show us that you have what it takes to make a success of the role.