Housing Officer - Neighbourhoods in Shrewsbury

Shropshire Towns and Rural (STAR) Housing are an arms-length organisation managing homes on behalf of Shropshire Council. We are committed to creating quality homes and vibrant communities by listening to our residents and delivering excellent housing services.

STAR Housing manages over 4,200 homes across Oswestry, Bridgnorth and Shrewsbury on behalf of Shropshire Council. We provide a range of housing services including repairs, tenancy management, lettings and support for residents. Our vision is simple: “Listening to our residents, together we create quality homes and vibrant communities.”

We’re looking for a Housing Officer who enjoys working with people, solving problems and making a positive difference within local communities. You’ll take responsibility for a designated geographical area, building relationships with residents and working with colleagues and partner organisations to help create safe, well-managed neighbourhoods and support residents to sustain their tenancies.

What you’ll be doing

• Proactively managing tenancies and estates, including inspections, communal areas, garages and estate services;
• Resolving neighbour disputes and neighbourhood issues through problem-solving, negotiation and mediation;
• Investigating anti-social behaviour and harassment, gathering evidence and taking proportionate tenancy enforcement action where appropriate;
• Preparing cases and attending court or other legal proceedings when required;
• Managing tenancy changes and lettings activity, including successions, mutual exchanges, terminations, viewings and sign-ups;
• Identifying residents who may need additional support and working with colleagues and partner agencies to help sustain tenancies;
• Responding appropriately to adult and child safeguarding concerns;
• Building strong relationships with residents, communities and partner organisations and supporting resident engagement;
• Managing a varied caseload, maintaining accurate records and using performance information to help deliver service objectives;
• Contributing to service improvement and the delivery of high-quality housing services.

What we’re looking for

• You’ll be someone who builds positive relationships, takes ownership of issues and remains calm and professional when dealing with challenging situations.
• You’ll need to be able to communicate confidently and sensitively with people with a wide range of needs;
• Build effective working relationships with residents, colleagues and partner organisations;
• Negotiate, mediate and manage challenging conversations effectively;
• Manage and prioritise a varied caseload and work effectively both independently and as part of a team;
• Produce clear written correspondence, reports and case records;
• Use IT systems confidently and maintain accurate records;
• Use sound judgement to resolve housing and neighbourhood issues and follow matters through to resolution.

You’ll also need a good understanding of anti-social behaviour management and the legal aspects of tenancy management and court procedures. You should hold a relevant housing or professional qualification or have at least three years’ experience working in housing or a similar customer-service environment. A full, valid driving licence and access to a suitable vehicle are essential, as the role involves regular travel across Shropshire, including visits to residents’ homes and estates.

What we offer

• Membership of the Local Government Pension Scheme (LGPS).
• 28 days’ annual leave, rising to 33 days after five years’ service, plus bank holidays and Christmas closure arrangements.
• Business mileage reimbursed at 55p per mile.

A few things you need to know

• Normal working hours are 8.45am–5.00pm Monday to Thursday and 8.45am–4.00pm Friday. Occasional evening work may be required.
• Some duties will be undertaken independently and the role involves regular lone working in the community.
• You may occasionally need to manage challenging situations or inappropriate behaviour from customers or members of the public.
• Appointment is subject to satisfactory pre-employment checks, including the appropriate Disclosure and Barring Service (DBS) check for the role.

If you enjoy working with people, taking ownership of problems and helping residents and communities thrive, we’d love to hear from you. Join us in making a difference in our communities by providing essential housing services and ensuring the safety and comfort of our tenants.

We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.