NEIGHBOURHOOD OFFICER

L&G Contract (Legal & General)

Job Purpose

Reporting to the L&G Contract Manager, the Neighbourhood Officer will play a key role in delivering high-quality housing management, customer service, and neighbourhood services across the L&G portfolio.

You will be responsible for providing a responsive, customer-focused service, acting as a key point of contact for customers while supporting the effective management of homes, tenancies, neighbourhoods, and communities. The role combines customer service, tenancy management, repairs coordination, lettings, estate management, and administrative support to ensure customers receive an excellent service and sustainable tenancies are maintained.

Working as part of the dedicated L&G contract team, the role will support the delivery of contractual obligations, customer outcomes, and performance standards across the portfolio, ensuring services are delivered efficiently, consistently, and in line with the expectations of both Great Places and L&G.

What you’ll be doing

• Deliver excellent customer service and act as a key point of contact for customers across tenancy, neighbourhood, repairs, and housing management services, resolving enquiries efficiently and ensuring customers receive a high-quality, responsive service.
• Manage all aspects of lettings, voids, and customer onboarding activities, including advertising properties, arranging viewings, completing sign-ups, and ensuring homes are re-let efficiently in line with contract and performance requirements.
• Take appropriate action on low-level rent arrears cases in accordance with agreed policies and procedures, supporting customers to sustain their tenancy through early intervention, payment arrangements, financial inclusion advice, and referral to specialist support services where appropriate.
• Support tenancy sustainment by building positive relationships with customers, identifying emerging issues at an early stage, and providing advice, guidance, and signposting to services that support health, wellbeing, employment, digital inclusion, and financial resilience.
• Coordinate responsive repairs, planned maintenance, and compliance activity across the L&G portfolio, liaising effectively with customers, contractors, and internal teams to ensure works are completed safely, efficiently, and to the required standard.
• Undertake tenancy visits, estate inspections, and neighbourhood management activities to ensure homes, communal areas, and neighbourhoods are safe, well-maintained, and attractive places to live, taking ownership of any actions identified.
• Assist in addressing anti-social behaviour, safeguarding concerns, tenancy breaches, and community safety issues by gathering evidence, maintaining accurate records, and working in partnership with internal teams and external agencies to achieve positive outcomes for customers and communities.
• Maintain accurate housing management records, performance information, and contract data, ensuring all customer interactions, actions, and outcomes are recorded promptly and in accordance with company procedures.
• Support effective complaint resolution by investigating issues, gathering relevant information, identifying lessons learned, and contributing to continuous service improvement across the L&G contract.
• Contribute to the successful delivery and continuous improvement of the L&G contract, working collaboratively with colleagues, customers, and stakeholders to achieve contractual outcomes, service standards, and customer satisfaction targets.