Housing Officer

GOVANHILL HOUSING ASSOCIATION

HOUSING OFFICER

CANDIDATE INFORMATION PACK

Thank you for your interest in our vacant position of Housing Officer.

This file contains all of the information you will need to apply for the post:-

•  General information regarding the Association
•  Our job advert which can also be found in Employers in Voluntary

Housing’s website and publications

•  The Job Description and Person Specification
•  A brief summary of the terms and conditions of the post
•  Staff structures

The job Application Form is available as a separate Microsoft Word file which you

may complete electronically.

Please note that the closing date for applications is Monday 2nd March at 10.00
a.m.

If you require further information regarding the Association or the position

advertised, please do not hesitate in contacting me on 0141 636 3626 or by email:

mwilliamson@govanhillha.org

Thank you.

Alison Kevan
Director of Corporate Services & HR
akevan@govanhillha.org

1.

Background

1.1  Govanhill Housing Association was formed in 1975 and is a Registered Social

Landlord which operates within a Group Structure.

1.2

The Association owns 2,800 tenanted units and is factor to 1,500 owners.

1.3

The Association has a Management Committee and has four sub
committees:

•  Audit & Risk
•  Development & Property Services
•  Finance & General Purposes
•  Tenancy Services

1.4

The Association’s Wider-Role activities are provided via the Association’s
wholly owned, non-charitable subsidiary, Govanhill Community
Development Trust, which also owns and manages a portfolio of
commercial properties.

1.5

The Association operates from our offices at Samaritan House, part of the

former Royal Samaritan Hospital, which was refurbished by the Association
in 2006.

2.

Staffing

2.1

The Association’s current staffing structure involves 72 (full time equivalent)

staff deployed as follows :

•  Director
•  Senior Management Team –

o  Head of Corporate Services & HR
o  Head of Development and Property Services
o  Head of Finance & ICT
o  Head of Tenancy Services

•  Corporate Services & HR Team
•  Development & Property Services Team
•  Finance & ICT Team
•  Tenancy Services Team

•  Govanhill Community Development Trust

Govanhill Community Development Trust was established in 1991.  It is a company
limited by shares with all shares held by its parent, Govanhill Housing
Association.   The Trust has two main purposes:

1.    To provide social, economic and environmental benefits for the Govanhill

community

The Trust acts as the community regeneration, development and support arm

for  Govanhill  Housing  Association.   The  Trust  has  a  wider  role  within  the

community working closely with the Association and delivers a wide range of

activities.

2.    The letting and management of a significant portfolio of workspaces

The Trust has progressively expanded its role in providing workspace and office

accommodation.    In  doing  so,  the  Trust  has  supported  local  economic

development.   We  have  a  range  of  tenants  including  private  businesses,

community  organisations,  social  enterprises,  entrepreneurs  and  others.   This

role has protected a number  of  local  buildings  and  provides  an income  that

can be used to support the Trust’s wider purposes.

Govanhill Housing Association provides a comprehensive range of services focused on the needs of tenants

and  owner  occupiers  in  the  Govanhill  and  Merrylee  communities.    We  carry  out  acquisition  and
improvement of tenemental stock as well as delivering a new build programme. We work closely with our

subsidiary  company,  Govanhill  Community  Development  Trust,  whose  community  development  and
regeneration services complement our own role as a social landlord.

HOUSING OFFICER

EVH GRADE 7 - Spinal points 22 - 25
£42,707 - £46,895 p.a. (from 1st April 2026)

We are seeking to recruit an additional experienced Housing Officer to join our well established Tenancy
Services team which covers all areas of housing management. The successful candidate will deliver a

wide range of those tenancy services.

The post will particularly cover a variety of tenancy services duties including tenancy allocations and
effective void management, dealing with anti-social behaviour and tenancy and estate management.

We are looking for someone who is flexible, enthusiastic, and brings a positive, can-do and solution-

focused attitude. You will be comfortable working both on your own and as part of a team, able to cope
well in a fast-paced environment, and committed to delivering excellent customer service. You will also

have proven experience in tenancy management within an RSL or similar organisation, and enjoy working
with the public.

As the Govanhill area has a diverse community, the ability to speak a community language is desirable.

If  you  share  our  commitment  to  providing  excellent  services  to  our  customers  in

Govanhill and Merrylee and would enjoy working within this diverse community, you
can find further information in the Application Pack which can be obtained from  our

website: www.govanhillha.org or contact:

GOVANHILL  HOUSING  ASSOCIATION,  Samaritan  House,  79  Coplaw  Street,  Glasgow
G42 7JG

Telephone: 0141- 636 3626 Email: recruitment@govanhillha.org
Closing date: Monday 2nd March 2026 at 10 am
Interview Date: Friday 13th March

EVH conditions of service will apply.
Govanhill  Housing  Association  is  committed  to  Equality  of  Opportunities  and

welcomes applications from all sections of the community.

Job Description

Job Title

Section

Grade

Housing Officer

Tenancy Services

7

Date Reviewed

November 2022

1.

Main Objectives of Post

1.1

To provide customer focused, efficient and effective housing management

services to our customers.

1.2

To lead on the below housing management activities:-
-

Allocations/Lettings/New Tenancies

-
-

-
-

Administration of Tenancy Agreements
Anti-Social Behaviour

Estate Management
The management of rent arrears

1.3

To administer the Association’s Housing Waiting List, work with other staff

to process applications for housing and allocate properties to prospective
tenants.

2.

Accountability

2.1

To the Senior Housing Officer on a day-to-day basis and thereafter via the
Tenancy Services Manager to the Head of Tenancy Services.

3.      Service Delivery

3.1

Ensure the efficient delivery of services within the Tenancy Services Team
and co-ordinate the day-to-day delivery with other Tenancy Services
colleagues.

3.2  Maintain productive working relationships with other Departments and

external agencies to provide excellent advice to tenants.

3.3  Maximise use of the Association’s IT systems ensuring excellent record

keeping and  management of the patch/caseload in line with policy and
procedures.

3.4

Be receptive to change and innovation to improve efficiency and service
delivery and  contribute to ensure these are consistently applied to
maximise potential for continuous improvement.

3.5

Undertake regular reviews with the Senior Housing Officer in relation to
global and patch KPI targets to ensure consistent approach and examine

areas for improvement.

4.      Administration & Reporting

4.1

Clearly communicate with colleagues to ensure excellent service delivery.

4.2

Ensure all interactions with our customers are conducted to the highest

possible standards and that all service requests are delivered on time and
appropriately recorded.

4.3

Provide prospective tenants with a full range of information including

property, likely availability, rent levels, benefit calculation and all
application support.

4.4

Respond to customer contact and enquiries, delivery on all customer

commitments and resolve customer issues and complaints.

4.5  Communicate with other partners and agencies as required in relation to
the key functions of Housing Management, reporting any problems to the
Senior Housing Officer.

4.6

4.7

4.8

4.9

Ensure the Association’s I.T. system contains up-to-date information in
relation to all aspects of the management of the patch.

Ensure accurate records are kept enabling court action where necessary.
Implementing court action with the Association’s Solicitor, including
attendance at court.  In addition, ensure accurate reporting and recording
of information in all IT systems to aid the provision of a joined-up
approach in our delivery of services as well as keeping colleagues up-to-
date with all relevant information.

Ensure records are kept in accordance with confidentiality and GDPR
(General Data Protection Regulation) requirements.

Participate in audits of processes within the team to ensure all teams are
working to the same processes and equitable treatment of customers is
assured.

5.      House Letting

5.1

Deliver the house letting process in line with the Association’s letting plan,

policies and procedures and ensure vacant properties are allocated in
conjunction with the Housing Assistant and Maintenance Team working to

agreed targets to minimize rent loss.

5.2

Consider referrals from Glasgow City Council’s homelessness services
within the terms of the Association’s policy and Homelessness Protocol.

5.3

Ensure the provision of accurate advice to waiting list applicants and

support the regular review of the waiting list.

5.4

Liaise with other agencies to implement nomination agreements.

6.

Tenancy & Estate Management

6.1

Contribute to the developing systems, policies and procedures to provide
an efficient, effective and responsive service.

6.2

Ensure tenants are aware of their tenancy obligations in relation to estate
management and anti-social behaviour and that breaches are dealt with
appropriately.

6.3  Monitor the general environment in the patch escalating issues to the

relevant colleague, agency or Council Service.

6.4  Carry out house visits as necessary to deal with estate management
problems and work with the Housing Assistant to ensure standards of
close and stair maintenance are observed.

6.5

6.6

Provide support and assistance to new tenants to ensure that those
tenancies have the best chance of succeeding.

In conjunction with the Housing Assistant, conduct settling-in visits to
provide information to new tenants on their responsibilities under the
tenancy agreement and to identify and deal with any potential issues at
an early stage.

6.7

Provide support to any tenant whose tenancy is at risk of failing due to

vulnerability, short-term crises, health issues or any other factor.

6.8

Identify tenants with additional support needs so that advice and support
can be given in relation to any existing or new support arrangements that

will assist tenancy sustainment and general customer wellbeing (e.g.
smart technology, adaptation, wider action, employability, fuel poverty

etc.)

7.

Rent Arrears (assistance as required)

7.1

Contribute to effective rent and debt collection in the patch.

7.2

Contribute to developing systems, policies and procedures to provide a
responsive service in relation to the prevention and recovery of rent

arrears.

7.3

Ensure access to the Association’s Welfare Rights Service when required.

7.4

7.5

7.6

7.7

Develop productive working relationships with external agencies to provide
adequate advice to tenants, e.g. money advice, Housing Benefit,
Department of Work & Pensions, homelessness services and health
support agencies.

Ensure tenants are informed of rent arrears at an early stage and that
action is taken to reduce arrears as they arise.

Prepare Notice of Proceedings ensuring they are delivered in conjunction
with the arrears and rent policy procedure.

Ensure accurate records are kept to enable court action where necessary
and implementing this action with the Association’s Solicitor, including
attendance at court and visiting tenants in arrears.

8.

Termination of Tenancies

8.1

Ensure tenants are aware of, and adhere to, their responsibilities on

termination of tenancies including arrangements regarding return of keys.

8.2

Liaise with the Maintenance and Finance teams and housing
benefit/council tax regarding tenancy terminations ensuring appropriate

information is made available.

9.

Tenant Participation

9.1

Promote knowledge and awareness of the tenant participation function
through day-to-day dealings with tenants.

9.2

Assist in providing information to tenant groups and encouraging their

activities.

9.3

Assist the Senior Housing Officer and Tenant Participation staff in
consulting tenants on review of key policies in accordance with the

Association’s Tenants Participation Strategy.

9.4

Attend meetings with tenants’ groups as required.

10.      Tenancy Sustainment

10.1

10.2

Ensure tenant and prospective tenant support needs are identified, via
routine contacts programmed visits, partner referrals including statutory
Section 5 homeless referrals and direct housing applications.

Liaise with support agencies where customer needs are identified.  Work in
partnership with agencies to assist customers to access support services.
Monitor and review agreed levels of support to ensure delivery as specified
within care/support packages.

10.3

Ensure that Notice of Proceedings are only used as a matter of last
recourse where all feasible attempts to engage and resolve tenancy
breaches have been exhausted.

11.

Health & Safety

11.1

Ensure all Health & Safety obligations are met in relation to the post and
wider department obligations.

11.2

To report any Health & Safety issues immediately to the relevant member

of staff.

12.

Audit

12.1

To support any relevant internal and external audits, meeting with
auditors, responding to queries, commenting on draft audit reports,

providing performance information and implementing action plans as
required.

13.

Equal Opportunities

13.1

Ensure activities in relation to tenancy management fully comply with
Equal Opportunities legislation and best practice.

13.2   Support reporting by timeously providing Equalities information as

required.

13.3

Promote and engage in a culture in the organisation that embraces
equality, diversity and inclusion.

14.

Information & Confidentiality

14.1

Ensure all relevant enquiries are dealt with and responses noted in relevant
file for example enquiries from Councillors, MPs, MSPs, Govanhill Law
Centre.

14.2

Ensure that any relevant information requests for Tenancy Services are
met within timescales and appropriate information shared.

14.3

Ensure all Department related elements of and responses to the

Complaints Policy, Subject Access Requests, Environmental Information
Requests and Freedom of Information requests are made in line with policy

and legal wider requirements.

14.4  Response to any Stage 1 requests within timescales.

14.5  With the Senior Housing Officer, if required, agree and implement any

learning points from complaints.

14.6

To maintain confidentiality at all times and adhere to the Association’s

policies and procedures in this area.

15.   Other Duties

15.1  Work with Factoring, Development and Maintenance Sections to deliver a
full service to tenants, assisting colleagues with relevant information and

contact with tenants and owners as required.

15.2

Support the planning and delivery of tenancy service wide initiatives e.g.
Cash for Kids, festive event or Tenants Conference.

15.3  Assist the Senior Housing Officer to provide information to service the Sub-

Committee in relation to Tenancy Services.

15.4

To attend meetings including those outwith normal office hours as
required.

15.5

To carry out any other duties as are required by the Association,
commensurate with the nature and grade of the post.

Person Specification

Job Title

Section

Grade

Housing Officer

Tenancy Services

7

Date Reviewed

November 2022

1.

1.1

1.2

Education/Qualifications

Essential

Desirable

Educated to at least Higher Level (or equivalent) in

*

English and Maths or with suitable equivalent
experience

A degree and/or Chartered Institute of Housing
qualification, relevant other professional qualification

or relevant experience

*

2.

Skills, Knowledge and Experience

Essential

Desirable

2.1

Excellent interpersonal and communication skills

(written and verbal)

2.2

Experience of working in a customer care

environment with a proven track record in dealing
with the public face-to-face and on the telephone

2.3

Previous experience as a Housing Officer or

equivalent in an RSL or similar environment

2.4

Previous experience of allocations and tenancy

management issues like mutual exchanges,
assignations and successions

2.5

2.6

Experience in effective monitoring of performance
against targets in ASB matters

Ability to produce and analyse performance
monitoring information

2.7

Experienced in the use of Open Housing

*

*

*

*

*

*

*

2.

Skills, Knowledge and Experience

Essential

Desirable

2.8

2.9

2.10

2.11

2.12

2.13

Understanding the abandonment procedures

Strong organisational and time management skills
with the ability to manage day-to-day workload
under minimal supervision

Experience of organizing/supporting delivery of
tenant participation and consultation activities

An effective team player who is capable of coping
with changing circumstances and demands

Ability to effectively manage a considerable
workload to work to imposed deadlines

Understanding of and commitment to information
request legislation and complaints guidance and to
the provision of high-quality advice and information
to requesters

2.14

Understanding of welfare reform and its impact on
tenants and RSLs

2.15

Sound knowledge of current legislation and the

regulatory framework relating to Housing
Associations

2.16

2.17

Awareness of broader housing policy issues and the
key issues affecting social housing within Scotland

Experience and a proven track record of housing
management processes, practices and innovations,

together with an appreciation of their inter-
relationship with Maintenance, Factoring and

Development functions

2.18

Ability to speak a community language, particularly
Czech, Slovak, Romanian or Romani

*

*

*

*

*

*

*

*

*

*

*

3.

Personal Characteristics

Essential

Desirable

3.1

3.2

Flexible approach including the ability to work outwith
normal office working hours if required

Problem solver, identifying solutions and ideas for
improved ways of working

3.3

Ability to maintain confidentiality at all times

*

*

*

RECRUITMENT OF HOUSING OFFICER

SUMMARY OF PRINCIPAL TERMS AND CONDITIONS OF EMPLOYMENT

Govanhill Housing Association is a member of ‘Employers in Voluntary Housing’

(EVH) and the terms and conditions for this job largely follow the EVH terms. A
summary of the principal areas are as follows:

Salary Scale
The current EVH salary scale for this job is Grade 7 (Spinal Points 22-25) - £42,707
- £46,895 p.a. (from 1st April 2026).

Hours of work

This post is for 35 hours per week.  A flexible working system is in operation.

Holiday Leave
25 working days holiday leave and 15 days general and public holidays (pro-

rata) is available.

Pension Scheme

The Association is a member of the Scottish Housing Associations’ Defined
Contribution Pension Scheme which you have the option of joining 3 months after

your start date.

Notice Period

One month by either party.

This summary is for general guidance of applicants and will not form part of
the contract of employment. Any offer of employment will be subject to the
receipt of satisfactory references.