Housing Officer

We’re looking for a Housing Officer to join us at Zetetick Housing, Croydon. If you’re currently working in a Housing Officer role and want a position where you can genuinely make a difference day to day, this could be a good move. You’ll be managing your own patch, dealing with tenancy management, rent, anti‑social behaviour and working closely with care providers and partners to support tenants to sustain their homes. It’s a hands‑on role, so we’re looking for someone who is confident, organised and able to manage a varied caseload independently. A CIH Level 3 (or willingness to complete within 18 months – supported by us) is desirable.

We’re a values‑led organisation supporting people with additional needs, so a calm, respectful and person‑centred approach is really important. Provide a professional front line, tenant focused housing and neighbourhood management service to the Charity’s housing portfolio and specialist accommodation, in close co‑operation with your manager, colleagues, tenants and partners. All duties will be carried out in a manner that upholds Zetetick’s BEDROCK values – Belonging, Equality, Dignity, Respect, Opportunity, Care and Knowledge.

• Provide excellent comprehensive services to tenants, care partner homes and neighbourhoods in line with Zetetick’s vision and values, policies and procedures.
• Manage specified tenancy requirements including pre and post sign up actions, rent collection, income recovery, void turnaround, estate inspections and tenancy/lease enquiries – ensuring prompt and effective responses.
• Investigate allegations of tenancy breaches, such as anti‑social behaviour, hate crime and domestic abuse in a sensitive manner, taking robust action when required.
• Prepare and assist the presentation of cases for legal action in court, liaising with colleagues and solicitors as appropriate.
• Report repairs in a timely manner using Pyramid, the Zetetick housing management system.
• Monitor delivery and standard of repairs, ensuring it meets Zetetick’s quality expectations.
• Build and manage effective relationships with internal and external customers, colleagues, partners, agencies, contractors and consultants to support excellent service delivery.
• Assist our finance teams in setting and monitoring service charge payments received and where required, take appropriate action to ensure that monies owed are collected within a timely manner.
• Proactively manage contractors and other services to deliver high quality estate services e.g. cleaning, window cleaning contracts, furniture repairs/replacements for new and existing homes.
• Proactively manage care and support service providers in our homes, ensuring appropriate risk and other plans are in place for tenants, service level agreements are in place and clear on responsibilities, standards and services.
• Carry out timely property inspections and homeliness visits as agreed, taking prompt action to resolve any issues, working closely with Zetetick colleagues across the business to ensure safe, comfortable and happy homes.
• Ensure health and safety and compliance checks are carried out and prompt follow on actions are taken to ensure customers remain safe in their homes.
• Maintain accurate records using Pyramid, the Zetetick housing management system.
• Ensure that all properties hold an appropriate Fire Risk Assessment, that any actions identified are addressed and monitored in line with Zetetick’s expectations, ensuring that Care Providers carry out relevant checks to ensure the safety of our tenants so this can be recorded using Pyramid, the Zetetick housing management system.
• Assist in ensuring that properties that are subject to the House in Multiple Occupancy (HMO) licensing standards meet these standards and that an HMO licence is granted.
• Be an active presence on a designated patch, traveling to meet tenants in their homes as required, ensuring that tenants and care partners feel supported and able to access the services offered by Zetetick during their tenancy journey.
• Actively work with colleagues across the business to identify and implement positive ways to increase tenant participation and voice in the Charity’s work.

• To portray and promote a positive image of Zetetick services which must include showcasing the tenants that we support.
• To assist in developing operational systems that enhance the outcomes of services to our tenants.
• In conjunction with the maintenance team, provide a responsive service ensuring repair requests by phone, text, email or in person are recorded and processed promptly using Pyramid, keeping all parties informed and updated of any delays.
• To input and update data on our housing management systems, maintaining accurate records relating to tenants, property information, contacts, suppliers, superior landlords, utilities and provided fixtures and fittings and repairs by using Pyramid, Zetetick’s housing management system.
• To undertake any reasonable task that your role, skills or experience would indicate competency to complete, as designated by your line manager and/or senior managers within the organisation.
• To carry out all responsibilities in a way that champions Zetetick’s BEDROCK values and contributes positively to the culture and mission of the organisation.

• To be committed to active participation in timely supervision and annual appraisals.
• To proactively approach personal objectives to ensure both personal and organisational growth.
• To help identify and participate in appropriate training and personal development that meets both personal and organisational objectives.
• To keep abreast of new developments within the Housing, Benefits and LD sectors and proactively share information and learning with others.

• To meet all legal statutory obligations that pertain to the role and as an employee in both respect to yourself and others.
• To comply with all company policy and procedures.

• Belonging – creating inclusive communities where everyone feels safe, accepted and valued.
• Equality – actively promoting inclusion and challenging discrimination.
• Dignity – treating tenants and colleagues with care and compassion.
• Respect – valuing diverse experiences and listening to others.
• Opportunity – creating space for people to grow and thrive.
• Care – offering empathetic, person‑centred housing support.
• Knowledge – continually learning, improving and sharing best practice.