Neighbourhood Officer

Location: Watford

Salary: £38,836

Position Type: Permanent, 37 hours per week

The Vacancy

As a Neighbourhood Officer you will be the key link between the organisation and their customers, ensuring strong relationships and safe, well-managed communities. You will provide advice, support and practical solutions to tenants, leaseholders and shared owners, while ensuring compliance with tenancy and lease obligations.

Introduction to the Role

This role requires excellent communication skills, a customer-focused approach, and the ability to adapt to changing priorities. You will need experience in tenancy or housing management, alongside the confidence to engage with people from a wide range of backgrounds.

Role Purpose

The role is varied and hands-on, involving estate and home visits, digital communications, and case management. You will address issues such as tenancy breaches and anti-social behaviour, working closely with partner agencies and contractors to deliver effective outcomes.

What’s the Role?

Key Accountabilities:

• Investigation, escalation and resolution of customer issues, e.g. unauthorised occupiers, abandoned properties, overgrown gardens, neighbour disputes, complaints, anti-social behaviour (ASB), other contractual requirements, tenant, shared owner and leaseholder.
• Maintain accurate and detailed records, serving legal notices, preparing a case file and attending court or multi-agency case conferences.
• Identify support requirements and work with customers to sustain their tenancies. Where appropriate to escalate support requirements to the relevant support channel e.g. internal escalation or external referral.
• Collaboration and support across the team and business to ensure resolution of issues are achieved, e.g. access for compliance and property visits.
• Work closely with the Customer Contact Team to provide knowledge and feedback to assist with resolution at first point of contact.
• Support the Relationship Management Team and Onboarding Team through the tenant life cycle from post void, allocation, lettings, housing management and sustainment and intervention.
• You will be required to undertake any other reasonable duties/projects as required by your line manager/senior manager.
• Occasional weekend and evening meetings and out of hours support.