Housing Support Assistant in London

The Housing Support Assistant will support the operational efficiency across the Company's six residential sites and services for 206 residents. The role will deliver excellent customer service and, through the Scheme Managers, ensure each site is safe, secure and fully compliant with regulatory requirements. The role will support the development and implementation of improved systems and processes and provide guidance on Housing policies and procedures. Working closely with Finance, the Housing Support Assistant will help manage rental income and invoice payments.

Key Responsibilities

• Provide administrative support for the resident application process, including arranging and completing interviews, following the registration process, due diligence and induction process.
• Support the Housing Manager and Scheme Managers in drafting scheme based communications.
• Remain vigilant and raise safeguarding concerns promptly, escalating in line with policy.
• Provide administrative support to the commercial lettings process, including drafting tenancy agreements, coordinating repairs/redecoration and inventories, and resolving tenancy issues within policy.
• Support the leavers and voids to agreed service standards (SLA), ensuring processes are timely and efficient.
• Provide administrative support to the Housing Manager, including diary management, drafting meeting papers, arranging meeting rooms and preparing access links for online participants, and maintaining up-to-date filing and systems.
• Provide regular reporting and updating on projects to the team, as appropriate.
• Support the preparation for Committee meetings, drafting reports, analysing data and keeping up to date on outstanding actions.
• Provide signposting support to Scheme Managers on policies and procedures.
• Work with Finance to collect and reconcile rental income and other charges (e.g., TV licences, parking permits), process invoices/expenses (including credit card), run rent verification, and purchase equipment in line with policy.
• Support regulatory compliance and audit readiness, including Data Protection, and keep Health & Safety documentation and risk registers up to date for each charity/scheme.
• Work with HR to ensure scheme compliance training is up to date.
• Manage agendas and outstanding actions for joint Finance/HR/Risk meetings.
• Help develop and maintain the Residents Handbook, Scheme Managers Handbook and related policies/procedures, using technology to streamline services.
• Support the contractor relationships and due diligence process; oversee building services documentation and ensure required checks are completed in line with policy and in preparation for the annual BSI audit in the autumn.
• Record and report accidents on BHI, advise on RIDDOR reporting, and draft housing operations reports for the Health & Safety Committee and management team.
• Support the delivery of housing events, including communications, logistics, guest lists, catering and travel.

Relationship Management

• Build and maintain strong relationships with Members, colleagues, local authorities and external agencies.

Core Competences

• Communication - We present information clearly & concisely, adapting our style to connect with audiences. We embrace open, constructive dialogue, valuing different perspectives, actively listening, & fostering trust across all levels.
• Collaboration - We share ideas and integrate a diverse range of perspectives to make a positive contribution to the team and wider Company.
• Excellence - We continuously raise the bar, looking for ways to improve, innovate with the conviction to challenge, question & put forward new ideas.
• Forward Thinking - We have a can-do mindset, driven by openness, decisiveness & the conviction to offer creative & commercial solutions.
• Relationship Management - We proactively promote and positively represent the executive team. We look to build a wide network of colleagues, members & external experts/partners to best support our role & the work of the Company.

Person Specification

• Strong administrative systems and process experience; strong experience in resolving customer queries, concerns and requests, signposting and escalating where necessary.
• Excellent written and verbal communication skills, including the ability to produce clear accurate reports and handle sensitive information with discretion and confidentiality.
• Experience of property management and commercial letting including renewals and tenant relations.
• Proven IT and database skills and the use of AI.
• Excellent influencing, organisational and time management skills.
• Ability to build positive relationships with diverse stakeholders, including colleagues, Members, residents and external stakeholders.
• A thorough understanding of professional boundaries with the ability to remain calm and deal with emergency situations.
• Ability to manage and resolve conflict and deal with challenging communication situations with empathy and understanding.
• Ability to remain calm under pressure or in an emergency.

We are an equal opportunity employer and are committed to creating a diverse environment.