Neighbourhood and Tenancy Officer

• Anti-social behaviour.
• Neighbour disputes.
• Hate crime.
• Domestic abuse.
• Harassment and intimidation.
• Other serious tenancy or community concerns.

You’ll investigate cases thoroughly, complete appropriate risk assessments, agree action plans with residents, gather evidence and maintain clear case records. You’ll work closely with Police, safeguarding professionals, support agencies and internal teams to manage more complex cases and protect vulnerable residents.

Where early intervention doesn’t resolve the situation, you’ll be expected to escalate cases appropriately and support formal enforcement or legal action. High-risk ASB cases require particularly prompt intervention, with the organisation expecting contact within one working day.

Safeguarding & Vulnerable Residents

A significant part of being an effective Neighbourhood & Tenancy Officer is recognising when something isn’t right. You’ll identify vulnerable residents and potential safeguarding concerns and ensure appropriate support is put in place.

This Could Involve Working Alongside:

• Social Services
• Police
• Mental Health Teams
• Charities
• Safeguarding Teams
• Community Organisations

You’ll act as an advocate for residents where appropriate while maintaining clear professional boundaries and accurate case records.

Early intervention will be important, particularly where vulnerability could result in tenancy breakdown, financial difficulties, property condition issues or increased safeguarding risk.

Decant Management

This position also takes responsibility for coordinating temporary and permanent decants.

Residents May Need To Leave Their Homes Because Of:

• Major works.
• Emergency incidents.
• Property conditions.
• ASB.
• Safeguarding concerns.

You’ll assess household circumstances and vulnerabilities before working with Property Services, Lettings and external partners to identify appropriate temporary accommodation.

You’ll develop clear decant plans and keep residents informed throughout the process. This can include coordinating removals, welfare checks, disturbance payments, utilities and support with settling into temporary accommodation.

Importantly, you’ll continue monitoring the household while they are decanted and coordinate their safe return or permanent rehousing.

Voids & Lettings

You’ll take an active role in managing empty properties from notification through to re-let. Responsibilities include:

• Pre-void inspections.
• Post-void inspections.
• Identifying required works.
• Liaising with Property Services.
• Monitoring works and turnaround times.
• Ensuring properties meet agreed re-let and Health & Safety standards.
• Supporting viewings.
• Managing the resident onboarding process.
• Maintaining accurate void information and performance reporting.

A key objective will be to minimise unnecessary void periods and rent loss while ensuring incoming residents receive a home that meets the required standard.

Resident Engagement & Community Building

This Housing Association Places Residents And Communities At The Centre Of Its Services. You’ll Therefore Be Expected To Build Meaningful Relationships With The People Living Within Your Neighbourhoods. You’ll:

• Act as a primary point of contact for residents.
• Attend and organise resident meetings.
• Support community events and workshops.
• Encourage participation in resident panels and groups.
• Develop relationships with community stakeholders.
• Encourage residents to participate in local decision-making.
• Help identify opportunities to improve neighbourhood services.

The organisation isn’t looking for someone who only communicates with residents when something has gone wrong. They want someone who genuinely understands their community.

Damp, Mould & Property Issues

You’ll also lead on the housing management element of damp and mould cases. You’ll engage directly with residents, understand any tenancy-related factors and identify vulnerabilities or additional support requirements. You’ll then work closely with Property Services to ensure cases progress appropriately, while keeping residents informed throughout.

You won’t be expected to diagnose technical building defects yourself — your responsibility is to own the resident and housing management element of the case and ensure concerns don’t disappear between departments.

Income & Tenancy Sustainment

You’ll Work Collaboratively With The Income Manager To Monitor Rent Accounts And Identify Potential Arrears At An Early Stage. Where Residents Begin Experiencing Difficulties, You’ll Engage Proactively And Explore The Circumstances Behind The Arrears. This Can Include Signposting Residents Towards:

• Welfare benefit advice.
• Universal Credit support.
• Budgeting assistance.
• Financial inclusion services.
• Other appropriate support.

Where engagement fails or arrears continue, you’ll work with colleagues to ensure appropriate escalation takes place. The focus is on preventing tenancy failure wherever possible while protecting the organisation’s rental income.

Legal & Partnership Working

Some cases will require formal intervention. You’ll work alongside internal colleagues and external partners to resolve complex housing issues and may support legal proceedings where required. This can include preparing cases, supporting enforcement action and attending court to represent the organisation where necessary. Strong case management and record keeping will therefore be essential.

Data, Case Management & GDPR

Good housing management depends on good records. You’ll maintain accurate and timely records covering: Resident interactions | ASB | Tenancy issues | Inspections | Safeguarding | Decants | Property matters | Casework.

You’ll be expected to use housing management systems effectively, contribute towards performance reporting and ensure resident information is handled securely and in accordance with GDPR and confidentiality requirements.

Experience using Northgate/NEC or a similar housing management system would be particularly useful.

Skills you need

We’re interested in speaking with experienced housing professionals who have worked within:

• Housing Associations
• Local Authorities
• ALMOs
• TMOs
• Supported Housing
• Other Social Housing Providers

You Could Currently Be Working As a:

• Housing Officer
• Neighbourhood Officer
• Tenancy Officer
• Housing Management Officer
• Neighbourhood Housing Officer

You’ll ideally bring experience across several of the following:

• Managing your own housing patch or caseload.
• Tenancy management.
• ASB case management.
• Safeguarding and vulnerable residents.
• Estate and property inspections.
• Voids and lettings.
• Temporary or permanent decants.
• Rent arrears and tenancy sustainment.
• Resident engagement.
• Partnership working.
• Legal or enforcement cases.
• Working with Police, Social Services and other agencies.
• Housing management systems such as Northgate/NEC.

You’ll need to be confident dealing with difficult conversations while remaining professional, empathetic and balanced.

We’re particularly interested in people who are comfortable making decisions and taking ownership. The right person won’t simply pass a case to another department and consider their involvement finished.

You’ll understand the importance of following cases through, communicating with residents and delivering an outcome.

A housing-related qualification such as CIH Level 3 or above would be advantageous