Neighbourhood Housing Officer

Town & Country Housing
Tunbridge Wells, Kent
Closing date
27 Oct 2021

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Community and Customer Services, Housing / neighbourhood management
Full Time
Organisation Type
Housing association / RP
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  • To provide a comprehensive customer focused neighbourhood housing service.
  • Support the Neighbourhood Services Manager and Neighbourhood Housing Managers in providing services to tenants and neighbourhoods. To ensure properties and estates are well managed and maintained ensuring high levels of customer satisfaction with Neighbourhood Services.
  • Represent TCH in the community, liaising with residents, strategic partners and other agencies.
  • To manage properties in accordance with the policies and procedures of TCH including managing low level anti-social behaviour, tenancy management and estate management.
  • To work with internal teams and external agencies to ensure tenancy terms and conditions are enforced. Ensuring we engage with tenancy sustainment, to include support as a preventative tool.


  • The tenancy and estate management of general need properties including the day to day management of a defined number of properties.
  • Ensure the effective management of empty properties by implementing pre-void inspections and new tenant sign ups within target timescales.
  • Undertake home visits and interviews to advise and resolve housing management issues, including tenancy issues or breaches of tenancy.
  • Undertake tenancy audits in accordance with KPI’s each year to ensure that our tenancy records hold up to date information on household members and contact details, including e-mail addresses.
  • Actively work with other agencies, both voluntary and statutory to provide added value to the service.
  • Use a range of IT and management systems effectively ensuring up to date recording and processing of data and implement new systems as required.
  • Carry out procedures and administration relating to tenant rights including mutual exchanges and tenancy name changes.
  • Produce reports and maintain up to date, clear records and statistics in relation to all duties including computer records.
  • Attend evening meetings and be flexible to work outside core working time.


  • To adhere to the equal opportunities policy and to actively promote equality of opportunity wherever possible.
  • Recognise, respect and promote the different roles and diversity of the individuals within the business.
  • To actively contribute towards key performance indicators and professional standards. 
  • Work in accordance with the General Data Protection Regulations (GDPR) and Data Protection Law and be responsible for the integrity of personal information you process.  This may include identifying anomalies in data and investigating and correcting them where appropriate.  Ensure you attend training on data protection regularly. 
  • To be responsible for your own health and safety and that of your colleagues, in accordance with the Health and Safety at Work Act (1974) and relevant EC directives.
  • To take responsibility for your own development and professionalism, ensuring that you keep up to date with new developments and continuously expand and build on your knowledge. 
  • Attend and participate in training and other meetings and staff events as required.
  • Be an effective member of your team, presenting a positive impression of your section and the business. 
  • This job description is a guide to the nature of the work required.  It is not comprehensive and it is expected that other duties will be undertaken as this role develops and as may be reasonably expected.



Person Specification

Essential            Desirable

Knowledge & Experience

  • Previous experience managing social housing stock
  • Ability to communicate with a range of stakeholders face to face, in writing and on the telephone
  • Ability to produce clear and concise written reports
  • Ability to work on own initiative and initiate new ideas
  • Demonstrable achievements in dealing with cases of anti-social behaviour
  • Self-motivated with the ability to prioritise workload and be effective in time management
  • Effective use of IT management systems, Word, Excel and Outlook
  • Effective use of Social Housing Management Systems
  • Ability to be flexible in approach to changes in the working environment
  • Demonstrable achievements in improving services for customers, and in motivating others to deliver excellent services
  • Demonstrated ability to build and sustain effective external networks
  • Knowledge of housing policy and good practice in the sector
  • Commitment to equal opportunities and customer engagement
  • A passion for innovation and best practice
  • Personal resilience and a high degree of self confidence and determination
  • Personal commitment to a culture that emphasises continuous improvement through staff development and personal growth
  • Excellent communication skills



  • The strength and drive to meet high standards and commit to challenging goals and objectives
  • Able to analyse information and data logically and reach sound conclusions.  Understand the business environment of Town & Country
  • The desire to address the needs of customers in a way that shows commitment to excellent customer service, seeking feedback to drive product improvement
  • Evaluates and reviews work to meet high personal standards that consistently meet or exceed expectations
  • The ability to interact and build productive relationships internally and externally
  • Communicates effectively and professionally, projecting a positive impact on recipients
  • The ability to develop professional curiosity.
  • Ability to think innovatively while assessing risks and opportunities in a measured way
  • Demonstrates resilience in pressured and stressful situations



  • Full driving licence and access to own transport.
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