Housing Officer (Generic)

Role Profile

Housing Officer (Generic)

Operations Directorate

Reporting
Structure

Reporting directly to the Community Team Manager and
contributing to Loreburn’s Operations Directorate

Salary Band

Band F:  £     - £  + on call rota payments
Appointment to the salary scale point will be dependant upon
skills and experience.  Salary progression will occur annually on
an incremental basis until the top of the scale is reached,
provided delivery of role requirements are demonstrated.

Contract &
Hours

Permanent - 35 hours per week, Monday-Friday. (9am-5pm each
day with 1 hour lunch break).
Participation in out of hours on call rota is a contractual
requirement for which separate payment is made.

Workbase

Home based, with a requirement to be patch based regularly
and to attend in person meetings and training events at locations
across the region.  Loreburn reserves the right to appoint a
notional base.

A dedicated home workspace with reliable internet connectivity is
essential. Loreburn will provide all necessary IT equipment,
including financial help to set up a comfortable and productive
workspace.

Role Summary

Housing Officers are at the heart of our communities, delivering high quality housing
management services within a defined ‘patch’ area.  This is a generic role, covering
tenancy and estate management, voids and lettings, income collection, tenancy
enforcement and tenant and community engagement.

Housing Officers maintain a visible and responsive presence in our communities,
building strong relationships with tenants and addressing a range of housing matters.
The role involves regular home visits and requires resilience, empathy and
professionalism when working with tenants who may be experiencing a range of
complex circumstances.   Tenants may often be experiencing challenging life
circumstances, such as trauma, fuel poverty, hoarding or poor mental health,
requiring emotional resilience and sound judgement.

Strong performance will be essential, as the role is accountable for the effective
management of the patch, managing competing priorities effectively and delivering

results in line with organisational standards and service targets.  A key part of the
role is balancing rent collection with tenancy sustainment, using early intervention
and support to achieve positive outcomes and successful tenancies.

Above all, our Housing Officers embody our ‘tenant first’ ethos - listening to tenants,
responding with empathy and professionalism and working in partnership to deliver
services that make a lasting, positive impact.

Our Service Commitment

Delivering a great service experience runs through all we do at Loreburn.  This
commitment extends to how we work with one another internally, building a culture of
respect and professionalism in every interaction.

We take pride in taking ownership of issues, focusing on effective solutions, and
applying the principles of our MGI customer service training to deliver consistently
high standards.  Whether resolving a tenant query, supporting a colleague or leading
a team, we are all responsible for creating an experience that feels responsive and
solution focused.

This means we:

•  Demonstrate care and professionalism in our interactions

•  Use initiative to resolve issues and avoid unnecessary delays

•  Take personal accountability for the quality of service provided

•  Apply learning from our MGI training to enhance service experience

•  Work together to deliver joined-up services and support

•  Are proactive in improving services and sharing good practice

Regardless of role, it’s essential that the postholder shares this commitment, helping
us deliver an exceptional service experience for everyone we connect with.

Key Responsibilities

Tenancy & Neighbourhood Management

•  Being highly visible within patch area, taking an active role in getting to know

tenants and understanding local issues in order to support resolution
wherever possible.

•  Act as the key point of contact for tenants within your patch, providing

accessible and solution-focused support across all areas of tenancy and
property management.

•  Deliver tenancy services in a compassionate, respectful, and responsive

manner, resolving issues, including complaints, at first point of contact where
possible.

•  Build strong, professional relationships with tenants by being visible in the

community, undertaking regular estate inspections and home visits.

•  Maintain high standards across estates and communal areas, addressing

concerns promptly and working with other teams and contractors as required.

•  Provide advice and resolving queries around maintenance and repairs.
•

Identify and sensitively manage situations involving vulnerability, hoarding,
safeguarding or trauma, escalating concerns in line with procedures.
•  Calling case management meetings with colleagues from other teams to
ensure queries, issues or complaints are fully resolved, and that timely
progress reports can be provided to tenants.

Lettings & Void Management

•  Manage the lettings process, including viewings, tenancy sign ups and follow

up to ensure new tenants are welcomed and supported to establish
successful tenancies.

•  Minimise void periods and rental income loss by letting homes efficiently and

sustainably.

Income Management

•  Maximise rent and service charge collection by establishing strong payment
habits from tenancy start and through proactive monitoring, engagement and
early intervention.

•  Monitor rent accounts, including former tenant arrears, agree payment

arrangements and take appropriate recovery action where needed in line with
policy.

•  Provide clear and supportive advice on rent obligations, basic welfare benefits

and budgeting.

•  Support possession proceedings where necessary, working with the Income

ManagementOfficer.

•  Work with colleagues and partners to support tenants in financial difficulty,

including referrals, benefit checks and funding applications.

Tenancy Sustainment

•  Promote tenancy sustainment through early identification of risk and

partnership working with statutory and third sector agencies.

•  Support tenants to access relevant advice or support services that improve

their wellbeing and financial resilience.

•  Submit and manage requests for financial assistance or charitable grants to

•

support tenancy sustainment and reduce hardship.
Investigate reports of anti social behaviour (ASB), neighbour complaints and
tenancy breaches, taking timely and proportionate action in accordance with
policy.

•  Liaise with statutory agencies to jointly manage complex or persistent ASB

cases.

•  Record all ASB interventions, ensuring accurate case management records

are maintained.

Tenant Engagement and Experience

•  Gather and use tenant feedback in a range of ways to identify areas for

improvement and to inform service development.
•  Develop local plans to reflect neighbourhood priorities.
•  Encourage and support tenant involvement in local and organisational

decisions, including shareholding membership of the Association, ensuring
tenants’ views help shape services and priorities.

•  Promote opportunities for tenants to engage in community activities and

strengthen local networks.

Service Delivery, Improvement & Administration

•  Meet agreed service performance standards, KPIs and targets across all

areas of responsibility.

•  Maintain accurate and timely records using the HomeMaster CRM system.
•  Ensure compliance with health and safety procedures, including reporting

concerns and adverse events, providing tenant advice on issues such as fire
safety and damp and mould.

•  Ensure robust quality assurance and governance practices by keeping
accurate and up to date records across all areas of work.  This includes
maintaining clear audit trails for all key documents.

•  Develop and maintain effective working relationships with external partners

and agencies to support positive outcomes.

•  Contribute to organisational projects or priorities, sharing ideas and feedback

for continuous improvement.

•  Work effectively as part of a remote team, attending in person meetings and

training sessions as required.

General

•  Take responsibility for own professional development, participating in training
and learning opportunities and keeping up to date with changes in legislation,
standards and best practice.

•  Comply with organisational policies and procedures.
•  Demonstrate awareness of own wellbeing and safeguarding responsibilities in

all duties.

•  Promote Loreburn’s values and commitment to high quality service and tenant

focus through all work activities.

•  Support team projects by assisting with planning, monitoring, risk

identification, and reporting progress as required.

•  Help maximise effective use of information technology systems to support

efficient service delivery.

•  Contribute to the continuous improvement of services by identifying
opportunities for quality assurance checks and service reviews.

•  Provide support to other teams as and when required to meet service

requirements and customer service related duties.  This may include project
working and/or job rotation.

This role profile is not intended to be exhaustive and may not encompass all tasks
and responsibilities.  Any other responsibilities required will be appropriate to the role
and salary grade.

Person Specification

      Category

Requirement

Essential
or
Desirable

Educated  to  SVQ  Level  3/4  or  equivalent  e.g.,  GSCE/O
Level Maths and English Grades A – C.

Qualifications

CIH Level 2-3 qualification or relevant level of work
experience with willingness to obtain qualification within
set timescales.

Knowledge &
Experience

Housing  sector  experience  (similar  role  desirable).  Must
be able to demonstrate that skills, personal qualities and
experience equip the candidate to take on the role.

Excellent customer service skills with strong interpersonal
skills communicating clearly and effectively with the ability
to  represent  self  and  organisation  positively,  navigating
sensitive situations with tact and diplomacy while taking a
caring and compassionate approach.

Confidence in making independent decisions and taking a
proactive  approach  to  problem-solving  and  decision-
making.

ICT  proficiency,  including  skills  in  the  use  of  Microsoft
packages including Office 365 Teams.

Abilities, skills
and attitude

Excellent  time  management  and  organisation  skills  with
ability to plan tasks dealing with any reactive issues timely.

A collaborative mindset and ability to work effectively with
others.

Demonstrates  personal  accountability  by  understanding
what  is  expected,  delivering  work  to  a  high  standard,
addressing
issues  promptly  and  escalating  matters
appropriately when needed.

to  work
Self-motivated  and  resilient  with
autonomously  and  be  comfortable  with  the  degree  of

the  ability

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independent  working  the  role  entails  remaining  a  positive
contributor even when things get difficult.

Are open to creativity, innovation and challenging the status
quo to achieve more, learn and grow

Demonstrable commitment to Loreburn’s GREAT values.

Adequate  internet  connectivity  from  home  and  a  suitable
space  to  work  from  that  can  be  productive,  private,  and
comfortable.

Possession of a full UK driving licence (maximum 3 penalty
points)  and  access  to  a  vehicle  with  suitable  insurance
cover for business use.

Flexibility,  including  a  willingness  and  ability  to  travel  to
accommodate  visits,  meetings  or  training  sessions  as
required; and including occasional working outside of core
hours to meet tenant or organisational needs.

Ability to participate in out of hours on call rota.

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General

A basic disclosure will be required for this role.

Summary of Key Terms & Conditions

•  Salary: £ - £ with annual progression

•  Hours: 35 hours each week – working Monday to Friday, 9am to 5pm

•  Annual Leave:  8 weeks including allowance for public holidays.

•  Pension contributions: 5% employee contribution and 8% employer

contribution with additional option for salary sacrifice.

•  Probationary period: 6 months/3 months (external/internal appointments)

•  Access to broadband and an adequate space to work from is required of this

post

We believe that a healthy work-life balance is essential to the overall health and
wellbeing of our people.  Alongside some great terms and conditions we offer a
range of benefits designed to support everyone at Loreburn, both in and out of work.

Other Benefits

•  Flexible working options

•  Employee discounts

•  Family friendly policies

•  Westfield Health cover and cash plan

•  Health and wellbeing initiatives

•  Paid volunteering days

•  Learning and development culture

Loreburn’s GREAT Values

Our GREAT values define who we are and guide all that we do.  They reflect our
commitment to our tenants and shape our interactions and ways of working -

We believe our values create a positive and inclusive environment where we can
deliver GREAT services and GREAT places to live.