Housing Engagement Officer

Housing Engagement Officer

REPORTING TO: Resident Services Delivery Manager

PURPOSE OF POSITION

The Housing Engagement Worker will lead day-to-day resident engagement activity linked to housing services, consumer standards, complaints, feedback, Tenant Satisfaction Measures and service improvement.

The role will ensure residents have clear, accessible and meaningful opportunities to share their views, influence services and understand how their feedback is used. The postholder will support Your Place to strengthen resident voice, improve complaint learning, increase transparency and ensure resident feedback is used to improve housing and resident services.

The role will be practical, visible and resident facing. It will involve speaking with residents, running engagement sessions, supporting surveys, gathering feedback, helping residents understand complaints and service standards, and sharing resident insight with managers so services can improve.

The role will support Your Place's commitment to the Regulator of Social Housing Consumer Standards, especially around transparency, influence, accountability, safety, quality, neighbourhood and community outcomes.

What Makes this role different

This role is different because it gives residents a stronger voice in how services are delivered and improved. It is not only about organising activities or meetings; it is about turning resident feedback, complaints, TSM results and lived experience into practical service learning.

The Housing Engagement Worker will:

• Lead resident engagement linked to housing services, complaints, consumer standards and TSMs.

• Help residents understand how to give feedback, raise complaints and influence services.

• Support resident surveys, feedback sessions, consultation activity and co-production.

• Gather and share resident insight in a clear and useful way.

• Identify themes, trends and service gaps from resident feedback.

• Work with managers to turn feedback into practical improvement actions.

• Support inclusive engagement with residents who may not usually attend meetings or formal sessions.

RESPONSIBILITIES & ACCOUNTABILITIES

Key responsibilities

• Lead inclusive, trauma-informed resident engagement across Your Place services, giving residents meaningful ways to share views on housing, repairs, complaints, safety, communication and overall service experience.

• Support co-production so residents can help shape policies, procedures, service improvements and resident-facing information.

• Help plan resident consultations on key service changes, policies and standards.

• Ensure residents understand the purpose, scope and limits of co-production activity.

• Support residents to contribute safely and confidently, including those with experience of homelessness, trauma or complex needs.

• Run and support resident meetings, listening sessions, surveys, feedback groups, consultations and co-production, including outreach to residents less likely to attend formal sessions.

• Help residents understand service standards, landlord responsibilities, Tenant Satisfaction Measures, feedback routes and complaints processes.

• Collect, record and analyse resident feedback, complaint themes, TSM insight and engagement activity to identify trends, gaps and improvement opportunities.

• Provide clear resident insight summaries to the Resident Services Delivery Manager, Quality and Assurance, Compliance, Impact Team and service leads to inform improvement and assurance.

• Support “you said, we did” updates and accessible communications that show residents how their feedback, complaints and involvement lead to change.

• Work with Housing Management, Repairs, Income, Support Services and Community Partnerships to ensure resident concerns are understood, followed up and escalated where needed.

• Promote accessibility, inclusion, dignity, confidentiality and clear professional boundaries in all engagement activity.

• Maintain simple trackers for engagement actions, feedback themes and outcomes, and contribute to reports, briefings, Board updates and consumer standards assurance.

• Work in line with Your Place values of Growth, Inclusion, Collaboration and Compassion, attending supervision, training and meetings and carrying out other duties appropriate to the role.

• Prepare reports, briefings and resident-friendly updates.

• Monitor whether agreed improvement actions are completed and communicated back to residents.

• Use feedback to support improved performance, resident experience and consumer standards assurance.

PERSON SPECIFICATION

The ideal candidate will bring the experience, knowledge, skills and personal qualities needed to support effective resident engagement and contribute positively to the wider Your Place team.

Essential Experience

• Experience working with residents, customers, service users or community members.

• Experience gathering feedback, supporting engagement activity or helping people share their views.

• Experience supporting people who may face barriers to engagement.

• Experience working across teams to support service improvement.

Essential Knowledge

• Understanding of resident engagement, feedback and co-production.

• Awareness of consumer standards and the role of resident voice in housing services.

• Awareness of complaints handling and the importance of learning from complaints.

• Understanding of equality, diversity, inclusion and accessibility.

• Awareness of trauma-informed and person-centred practice.

• Understanding of confidentiality, GDPR and professional boundaries.

Essential Skills and Abilities

• Strong communication and listening.

• Able to build resident trust.

• Explains information clearly.

• Organises meetings, sessions, surveys and feedback activity.

• Records feedback accurately and identify themes.

• Produces clear summaries, updates and reports.

• Works independently and follows actions through.

• Works with frustrated, anxious or disengaged residents.

• Good IT skills, including Microsoft Office, Forms and Excel.

Personal Qualities

• Compassionate and resident focused.

• Approachable and respectful.

• Organised and reliable.

• Curious and attentive.

• Structured and flexible.

• Inclusive and culturally aware.

• Calm under pressure.

• Improvement-focused.

Desirable Criteria

• Experience in housing, homelessness, supported accommodation or community engagement.

• Experience in administration, records, reporting or data tracking.

• Experience supporting meetings, surveys or consultations.

• Experience using feedback data to improve services.

• Awareness of Tenant Satisfaction Measures.

• Experience supporting complaints, service requests or satisfaction work

This post is subject to an Enhanced DBS check

Team: Community Partnerships

Role: Resident Engagement Officer

Locations: Your Place @ Anchor House

Monthly salary: 32,965 - 39,650

Your Place @ Anchor House

Our offer

• Holidays

  Time off to do as you please - you'll get 25 days, rising one day annually up to 30 days, plus bank holidays.

• Wellbeing

  We've also got reimbursements for the costs of a gym membership, a 24-hour confidential helpline for practical and emotional support (for your work or personal life), a cycle to work scheme, and activities like group yoga classes too.

• Pension

  Your pension will be with TPT Retirement Solutions and we match what you pay into your pension up to 7.5%. Extra money for your retirement!

• Career development

  We all know having the opportunity to develop in your career is really important to people, so we've got different options depending on what suits your role best. It could be getting a recognised qualification, doing some internal training, working towards professional accreditation, or having a membership to a professional body.

• Flexible working

  We want to help you achieve the best work-life balance possible. We have made some promises to our residents about when we are around, so we just need to have the needs of your team in mind as well as the organsiation, to get the best out of it.

• Employee socials

  Fun at work is important too! Some of our teams help organise social events in the summer and winter - get involved!

• Office equipment

  You'll get the best possible IT equipment and if your role involves working remotely, you can order items like desks, chairs or other equipment to help with your comfort and wellbeing.

• Discounts

  You'll have access to discounts for holidays, shopping, eating out, and loads more with our Proud to Care scheme.

• Family friendly

  We have a variety of family-friendly leave available to all employees for maternity, paternity, and adoption.

• We've put together this employee benefits package to make sure we give our best so you can give yours!

About Your Place

Your Place where homelessness is solved one person at a time.

Your Place is much more than somewhere to call home. We work one-to-one with people experiencing homelessness, helping them to regain their self-belief and rebuild their lives. We can’t end homelessness for everyone overnight. But we can solve it one person at a time.

We run two main servicesfrom our base at 81 Barking Road - our core hostel (which accounts for approximately 80% of our bed spaces) supportingpeople experiencing homelessness with low to medium support needs,as well as our intensive support service for people who need extra help on their journeys.

You can find out more about how we help people by visiting our website.

Registered Charity No. 1147794 - in England and Wales

Registered Company No. 08075329 - in England and Wales

Registered Office: 81 Barking Road, London, E16 4HB