As part of our commitment to delivering quality services to customers and communities, we are pleased to introduce the new Housing Services Team structure. 

The Housing Team will work with colleagues across the business to establish a community-based housing model. This approach brings together Area Housing, and Independence colleagues within local communities, providing a more visible, responsive and customer-focused service. 

This is one of the key projects supporting our new business strategy and will help us to: 

• Strengthen our presence within communities. 

• Improve partnership working across services. 

• Respond more effectively to local needs and priorities. 

• Build stronger relationships with customers. 

• Deliver high-quality, accountable and visible neighbourhood services. 

Housing Officers play a key role in supporting customers and communities. Their work includes managing tenancies, helping residents to sustain their homes, responding to tenancy-related enquiries, addressing anti-social behaviour and working with colleagues and partner agencies to resolve issues at the earliest opportunity. 

They are also responsible for lettings activity, including supporting customers through the new homes process, completing new tenancy sign-ups and ensuring residents understand their rights, responsibilities and the support available to them from the start of their tenancy. Housing Officers also support customers with rent accounts, including rent payments, rent arrears and tenancy sustainability, working with residents to identify issues early and help them access advice or support where needed. Housing Officers also help identify and respond to safeguarding concerns, making appropriate referrals and working with partners to support residents who may be at risk. 

Through regular contact, estate presence and Annual Tenancy Support visits, Housing Officers will help identify local priorities, promote safe and well-maintained homes, and support customers to live successfully within their communities. 

Purpose:   

• Check resident details e.g. contact numbers/email, proof of ID, ED&I, and adjustments needed
• Check household composition e.g. changes to the household and property suitability
• Consider wellbeing and community connection e.g. how residents feel about their home, support networks, any signs of vulnerabilities, and their interest in community engagement
• Discuss rent account and tenancy sustainability e.g. opportunity to discuss debt/benefits advice, mental health/wellbeing services etc.
• Review property condition and safety e.g. overall condition of the home and garden
• Opportunity to raise repair requests, discuss adaptations and provide advice.