Assistant Housing Officer
Cloch Housing Association Limited
36,517 per year (pro rata)
Greenock
Part-time
10th April 2026
Listed today
ASSISTANT HOUSING OFFICER
Recruitment Pack
www.clochhousing.org.uk
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What’s Inside
Welcome ............................................................................................................ 3
About Cloch ....................................................................................................... 4
Our Vision and Values ........................................................................................ 5
People Benefits .................................................................................................. 6
Role Details………………………………………………………………………………………………………7
Job Description……………………………………………………………………………………………8-11
Person Specification……………………………………………………………………………….…12-13
How to Apply ................................................................................................... 14
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Welcome
Welcome
Thank you for your interest in the Assistant Housing
Officer role at Cloch. I’m delighted that you are
considering joining us, and I hope this pack gives you
a clear sense of who we are, what we believe in, and
the important part you could play in our organisation.
At Cloch, people and community truly sit at the heart
of everything we do. Our values guide how we work
with one another and how we support our tenants across Inverclyde. These
values are especially important in our Housing and Communities team, where
the quality of our relationships and the support we provide can have a real and
lasting impact on people’s lives.
The role of Assistant Housing Officer is central to this. You will be involved in a
broad range of housing services - from allocations and void management to
estate issues, customer engagement and tenancy sustainment - helping ensure
that tenants receive a responsive, compassionate and high‑quality service. Your
work will support colleagues across Housing, Community Support and Property
Services, contributing directly to safe, well‑managed homes and strong,
confident communities.
You’ll be joining Cloch at a time when our focus on tenant wellbeing,
cost‑of‑living challenges, and community partnerships has never been more
important. The Housing and Communities team continues to grow and evolve,
and this role offers a meaningful opportunity to be part of a motivated,
supportive group who care deeply about making a difference every day.
We are proud to be a friendly, collaborative organisation where people feel
supported to develop and to thrive. In this role, you will build strong
relationships with tenants and colleagues, and you’ll have the chance to grow
your skills across a mix of housing functions within a team that values learning.
Robert Pollock
Chief Executive
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About Cl
About Cloch
Cloch Housing Association is a registered social landlord operating in Inverclyde,
Scotland. In 2028, Cloch will celebrate its 60th year in operation and today, we
own approximately 1480 units across the local area. We provide high quality
housing and responsive customer service to ensure that we place communities
and their people at the heart of everything we do.
We are currently focusing on mitigating the cost-of-living crisis for our customers
and prioritising tenant and resident safety. We have also been able to invest in
mental health and wellbeing support services for our customers across
Inverclyde, following a successful funding bid to the Scottish Government, which
has resulted in us working in partnership with other local community groups.
Our commitment to being a caring and high-quality customer service has been
recognised by Compliance Plus for Customer Service Excellence accreditation.
Our success at Cloch is underpinned by the work, efforts, and innovation of our
people. A recent staffing structure refresh has encouraged and empowered staff
to provide invaluable input into our key resourcing decisions and the
development of our workforce.
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Our Vision and Values
Vision
Homes & Services which exceed customer expectations delivered by
a strong and resilient organisation.
Values
Be Positive in attitude.
Be Better and always look to improve everything you do.
Be Kind to yourself, to others and in your approach to our services.
Be Responsible for yourself, your customers, and your community.
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People Benefits
People Benefits
At Cloch, we consider work-life balance to be paramount to health and
wellbeing. Our people are committed and dedicated to what they do, and we
understand the importance of having policies and measures in place to fully
support them both inside and outside of the workplace. Below is our range of
people benefits and perks that Cloch offers:
• Hybrid/Flexible Working Environment
• Health Cash Plan
• Learning and Development Culture
• Counselling Service
• Family Friendly Policies
• Salary Sacrifice
• Teambuilding Sessions
• Paws Policy (Bring Your Dog to Work)
• Health and Wellbeing Initiatives
• Volunteering Days
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ole Detail
Role Details
Assistant Housing Officer
Salary:
Contract:
Hours:
Reporting To: Housing & Customer Support Manager
£36,517- £39,921 (Grade 6)
Permanent / Part-Time
14 hours per week (Job Share)
• Your core place of work will
be at Cloch HA, 19 Bogle
Street, Greenock, PA15 1ER.
We operate a hybrid working
model, subject to the needs
of the team.
• We operate with a flexible
working policy enabling you
to determine your working
pattern in line with
operational needs.
• Annual leave entitlement of 8
weeks split between 29
annual leave days and 11
public holiday days (pro rata)
• All appointments are subject
to a six-month probationary
period.
• All appointments are subject
to satisfactory reference and
eligibility to work in the UK
checks.
• You will be automatically
enrolled into the SHAPS
pension scheme and life
insurance, providing you
meet the auto-enrolment
criteria. This is an employer
and employee-defined
contribution scheme.
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Job Description
Homes & services which exceed customer expectations
delivered by a strong and resilient organisation.
Job Description
Assistant Housing Officer
Job Description
The Role
Job Title:
Assistant Housing Officer
Report to:
Department:
Housing & Communities
Hours:
Grade:
6
Salary:
Housing & Customer
Support Manager
14 hours per week (Job
Share)
£36,517- £39,921
Role Summary and Purpose
The Housing and Community Services team aims to deliver a high quality, customer focused
service that encompasses all aspects of housing management and customer support. Our
functions include acting as the first point of contact for customer enquiries, managing
allocations and void properties, maximising rental income, addressing anti social behaviour,
overseeing estate management, encouraging tenant participation, and providing tenancy
support to promote sustainment via the Community Support Team. We are a motivated
team committed to continuous improvement, innovation and to upholding the vision and
values of the Association.
The focus of the role of the Assistant Housing Officer will be to operate our allocation and
void management process, monitor waiting lists, transfers, homelessness and nominations,
deal with estate management issues, environmental audits, encourage tenant participation,
provide tenancy support to assist with tenancy sustainment and work in partnership with
our Repairs team.
The Assistant Housing Officer will provide support to the Housing Officers where applicable
and contribute to the smooth running of the team covering all aspects of the service. The
postholder will foster positive working relationships with a wide range of external partner
agencies and contribute to the delivery of a robust pre-tenancy and ongoing tenancy case
management role aimed at delivering our key service objectives.
Housing Applications and Allocations
• Process applications for housing and assist customers to complete relevant
application(s) for housing, where required.
• When required explain both the tenant and landlord responsibilities contained
within the SST/SSST tenancy agreement during allocation process and at sign up.
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• Ensure that void properties are advertised and/or matched within relevant target
timescales, agree order of priority, and maximise use of the pre- allocation process
to minimise void rent loss.
• Where required undertake a new tenant visit within agreed timescales to assist the
tenant with early assistance.
• Process nominations in partnership with the local authority / HSCP within agreed
timescales in line with any agreed nominations agreements/ protocols.
• Process changes in tenancy and update computerised tenancy records.
• Deal with enquiries regarding mutual exchanges and carry out the maintenance of
the Mutual Exchange List.
• Assist in the administration and implementation of the Section 5 protocol with
Inverclyde Council and any other agencies with which the Association has a referral
procedure.
Customer Service
• Ensure that our customers are kept informed and updated on all aspects of our
service where required.
• Assist in initiatives to ensure user feedback on the quality of service and act to
improve levels of satisfaction in line with this feedback.
• Embrace and manage Cloch’s Complaints Handling process as per our policy and
procedures.
• Attend and take part in wider action projects which promote the works and aims of
Cloch.
Tenancy Management
• Assist the Housing Officer with monitoring and managing rent accounts, including
arrears recovery, handling rent/UC/HB queries, and liaising with DWP, Housing
Benefit and other agencies to maximise tenant income.
• Assist the Housing Officer with maintaining and updating rent and service-charge
records, including re-registration of rents and annual rent reviews.
• Work in partnership with the Housing Officers to ensure that any relevant support
services and networks are in place to achieve tenancy sustainability objectives, for
example supporting those with specific personal health or housing care needs.
• Work with the Housing Officers to assist the tenant to access temporary
accommodation or undertake decant to temporary alternative accommodation
where there are works required to their home which prevent occupancy of the
property.
• Attend case discussion with relevant internal or external partnering agencies in
relation to personal housing support or care needs, or which support recognised
corporate objectives such as Domestic Abuse, Corporate Parenting, Homelessness,
and prevention of Homelessness.
• Manage and process changes to tenancy requests within housing legislative
requirements and timescales.
• Assist the Housing Officers to monitor all Short Scottish Secure Tenancies within
the geographical patch.
Estates and Neighbourhoods
• Contribute to close working partnerships with local Tenants and Residents groups.
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• Monitor reported bulk items for uplift are collected within agreed timescales.
• Assist in identifying localised tenant or community/ environmental issues which
affect Cloch’s ability to re-let empty homes.
• Carry out routine estate management inspections to confirm the condition of the
common areas and other external areas of Cloch’s housing stock and factored
property to ensure a high standard of estate management. Report back to the
Housing Officers and carry out follow up action, such as, visits, letters, and liaison
with external agencies where standards are unsatisfactory.
• Assist the Housing & Community Support Team and Property Services Team in the
monitoring of the performance of contractors providing estate services such as
close cleaning and landscape maintenance.
• Record and respond to enquiries from tenants and owners in respect of estate
management issues, prepare stair cleaning rotas or notices and issue, as necessary.
• Take records of and respond to residents' complaints and neighbour disputes in
line with the appropriate targets. To instigate action where required, including
legal action in conjunction with the Housing Officers and to proactively seek to
reduce the level of anti-social behaviour and breaches of tenancy.
Customer Engagement and Tenant Participation
• Assist with the promotion and implementation of Cloch’s Customer Engagement
Strategy including preparation of newsletters, holding close/street meetings,
attendance at public meetings and meetings of Registered Tenants Associations,
etc.
• Attend meetings (including at evenings and weekends) with new and existing
tenants, owners and applicants as required, to assist in the promotion of the active
involvement in services provided to them by the Association.
Reporting
• To work with excel spreadsheets including creating basic worksheets and filling in
more complex worksheets / databases.
• To produce reports including interview/tenancy papers, risk assessments and
assist in the production of court documentation.
• Work with Microsoft Word and Outlook packages.
• Utilise the in-house housing system to assist in the delivery of our housing
management service.
• Ensure all information is recorded and updated accordingly including all electronic
files.
Other Duties
• Undertake a multi-disciplined role within the team. Tasks and actions cut across
key activities including, allocating houses, void management, tenancy
management and estates management.
• The Assistant Housing Officer is responsible for planning day to day work. Whilst
the line manager will identify broader service priorities such as actions arising from
priority work streams, legislative timescales, and nationally/locally agreed
performance targets (for example Annual Charter Performance Indicators). It will
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be the post-holder who will plan and generate their daily and cyclical work
programme activity within this broad framework.
• Attend training, seminars, and conferences as and when required.
• Attend and participate in team and other staff meetings.
• Assist and provide support to other departments during holiday periods, sickness,
etc. This will be by arrangement between the Director of Customer Services and
Communities.
• Assist with other duties as requested by the Housing Managers, Director of
Customer Services & Communities or CEO in accordance with your Grade.
So
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Person Specification
Assistant Housing Officer
Person Specification
Qualifications
Essential Desirable
Educated to HNC level or equivalent in housing, business
administration or other relevant professional qualification or
demonstrate an acceptable level of transferrable skills and
experience.
Experience
Minimum three years’ experience of dealing directly with the
public in a front facing role.
Experience in working within a housing management
environment for an RSL or local authority housing service.
Knowledge of the issues surrounding housing landlord
functions for example income maximisation, rent collection,
void management and allocating houses.
Working experience of a housing software system.
Significant experience in dealing with and resolving
complaints.
Experience of working with rent accounting and arrears
control.
Experienced in managing Universal Credit Full-Service cases.
Dealing with Estate Management & Anti-Social Behaviour
complaints and investigations.
Lettings and Void Management experience including a
working understanding of choice-based lettings.
Experience of Tenant Participation and Customer Satisfaction
systems.
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Strong working knowledge and understanding of relevant
housing legislation, in particular the Housing (Scotland) Act
2001.
A proven ability of working on your own initiative and as part
of a team to provide an efficient and effective housing
management service.
Ability to undertake home / site visits and carry out
interviews.
Full understanding of the principles and practices of
Equalities and Data Protection.
Skills
Ability to communicate effectively with others and to be an
effective listener.
Demonstrate excellent
description.
IT skills relevant to the
job
Present a positive, professional image at all times both
internally and externally.
Confident and positive approach to customer care and
building strong customer relationships.
Commitment to continuous improvement and quality in all
aspects of work.
Good problem solving and decision-making skills.
Professional customer focused approach.
Ability to work flexibly and effectively plan and prioritise
workloads within challenging timescales and deadlines.
Full driving licence and use of own vehicle.
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How to Apply
To apply for this post, please submit your CV and a supporting letter outlining
how you meet the essential criteria for the role to:
• recruitment@clochhousing.org.uk
The closing date for applications is 12pm on Friday 10th April 2026.
Following this, shortlisted candidates will be contacted and invited to attend a
competency-based interview with the panel, consisting of the Director of
Customer Services & Communities and Housing Manager.
It is anticipated that interviews for the role will be held week commencing 20th
April 2026.
Thank you and good luck with your application.
Cloch Housing Association
19 Bogle Street, Greenock, PA15 1ER
www.clochhousing.org.uk
01475 783637
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