Housing Assistant

We are looking for a proactive and passionate Housing Assistant to join our dedicated team providing housing management aimed at sustaining vulnerable people in their tenancies and assisting people to move on from short‑term services. We work with several registered housing providers and in conjunction with our Group partner Newlon Housing Trust to provide housing management to their supported housing homes.

As a Housing Assistant, you will work closely with the Tenancy and Income Management Officers and the Housing Management Team to ensure an efficient and effective administration of the Supported Housing Department and deliver a comprehensive, sensitive and efficient housing management service to our tenants. You will also work across the income, housing management and maintenance functions of the department, liaising with internal departments, landlords and external agencies in relation to Housing Management matters.

Responsibilities

• Provide direct tenant support and customer service.
• Handle inquiries in person, by phone or by email in a courteous and professional manner.
• Maintain accurate tenant records, databases and filing systems (both electronic and paper).
• Prepare correspondence, reports and notices related to rent, repairs and tenancy issues.
• Liaise with maintenance teams and contractors to report and follow up on repairs or maintenance requests.
• Ensure all housing records are up‑to‑date and comply with data protection and confidentiality policies.
• Support compliance with housing laws, tenancy regulations and organisational policies.
• Promote tenant participation and feedback to improve housing services.

Essential Criteria

• Efficient and effective administration of the Supported Housing Department.
• Ensure a comprehensive, sensitive and efficient housing management service is delivered to tenants.
• Work closely with the Tenancy and Income Management Officers and the Housing Management Team.
• Ensure a seamless service is provided across the income, housing management and maintenance functions.
• Liaise effectively with internal departments, landlords and external agencies in relation to Housing Management matters.
• Strong interpersonal and communication skills (verbal and written).
• Empathy and patience, especially when dealing with tenants facing difficulties.
• Problem‑solving mind‑set and a proactive attitude.
• Organisational skills and attention to detail.
• Resilience and ability to manage difficult or sensitive situations professionally.
• Staff must have access to a smartphone capable of receiving SMS messages and installing authentication apps for secure systems access.
• Right to work in the UK. Outward will not provide visa sponsorship.

Desirable Criteria

• Experience in call handling.

Benefits

• Comprehensive Learning and Development Programme.
• Pension Scheme.
• Cycle‑to‑Work Scheme.
• Blue Light Discounts Card.
• Eye Care Vouchers.
• Flu Jab Reimbursement.
• Health Assured Employee Assistance Programme.
• Option to purchase additional annual leave.
• Refer‑a‑Friend Scheme.
• Long Service Awards.
• Discounted holidays at Nutley Edge Cottages.
• Credit Union Scheme.
• Outward Computing Scheme.
• Death in Service Benefit.

Diversity and Safeguarding at Outward

We are committed to equal opportunities and welcome applications from all sections of the community. Outward applies its Equal Opportunities Policy at all stages of recruitment and selection. Shortlisting, interviewing and selection is carried out without regard to gender, sexual orientation, marital status, colour, race, nationality, ethnic or national origins, religion or belief, age or trade union membership. As an employer who aims to become Disability Confident Committed, we aim to ensure that a fair and proportionate number of disabled applicants that meet the minimum criteria for this position will be offered an interview. Please indicate at the beginning of your supporting statement if you have a disability (as defined by the Equality Act 2010) and if you wish to be considered for an Offer Of an Interview (OOI). The OOI is available to disabled candidates only. Regrettably, any false declaration of disability will impact your overall application. Outward is committed to safeguarding and promoting the welfare of adults at risk and expects all staff to share this commitment. If the post requires working with or having access to adults at risk and/or their records, a DBS will be required for successful candidates.