About Calico Homes
We provide housing for people who most need it, including families, people who live alone, older people, and people who might be at risk. We have more than 5,000 properties in the Burnley area and are always building more.
Our teams also provide support for customers when they are struggling with money or other issues, so that they can stay happy and safe in their homes.
Calico Homes is part of the Calico Group. Here’s what makes The Calico Group unique: each of our specialist companies collaborates and innovates together to have a greater impact than they could alone.
Our shared vision, flexible group structure, and expanding range of services help us adapt to the fast-changing environment and times in which we work.
“Going one step further with customers and local communities to provide affordable, safe and quality homes and personalised services, supporting customers to live their best lives in challenging times”
The Calico Group
Each part of The Calico Group has its own specialism, expertise and a track record of providing a complete community service in housing, healthcare, support, employability and construction.
Our Values
Our people are our greatest strength and it’s only when they are engaged, and connected to our vision and our values, that we see the impact they have in our communities and on our customers’ lives.
About The Role
| Role: | Neighbourhood Officer |
| Responsible to: | Neighbourhood Co-ordinator |
| Responsible for: | N/A |
| BusinessArea/Company: | Calico Homes |
The Value of This Role:
Our Neighbourhood Management team plays a key role in making the Calico vision a reality every day.
We are a passionate, customer-focused team dedicated to helping people feel safe, supported, and confident in their homes. We work at the heart
of our communities—managing our neighbourhoods, supporting new and existing tenancies, addressing nuisance behaviour, and helping customers sustain their tenancies so they can thrive.
Whether it's welcoming new residents, solving local issues, or building strong community connections, our team is committed to going that extra step to help our customers live their best lives.
How This Role Will Deliver Success
Deliver exceptional customer service, ensuring customers receive clear, accessible, and timely information that supports high levels of satisfaction with our neighbourhood services.
Respond effectively to customers, using insights and feedback to drive continuous improvement and contribute to positive changes across the neighbourhood service.
Coordinate lettings and tenancy management efficiently, adopting a right-first-time approach to achieve key performance indicators (KPIs) and maintain high standards in neighbourhood management.
Ensure full compliance with all regulatory and legislative requirements, safeguarding customers, colleagues, and the wider community while protecting the reputation of the service.
Work collaboratively across the Calico Group, building strong, positive relationships with colleagues to deliver the best outcomes for customers, communities, and the organisation.
Build meaningful, person-centred relationships with customers, helping to deliver the vision and strategic objectives of the neighbourhood service.
Prioritise daily workload effectively, ensuring all customer appointments are met and that services are delivered with consistently high levels of satisfaction.
Demonstrate Calico’s values and behaviours in all aspects of your work, contributing to a positive culture and high-performing team.
Embed equity, diversity, and inclusion into everyday practice, ensuring services are fair, accessible, and considerate of individual needs.
AcƟviƟes Involved in This Role
Deliver an efficient, customer-focused neighbourhood service, ensuring high standards of support and visibility across all neighbourhoods.
Manage customer and stakeholder enquiries, providing timely responses and using sound judgement to resolve issues effectively.
Liaise with key partners, including Burnley Borough Council, Lancashire Constabulary, and B-with-us, to support community safety, lettings, and neighbourhood improvements.
Work collaboratively across the service, sharing information and supporting colleagues to achieve shared goals and positive outcomes for customers.
Participate in Neighbourhood activities, helping to strengthen local engagement and build community relationships.
Manage the letting of void properties, ensuring efficient turnaround times and a right-first-time approach to new tenancy sign-ups. Managing the process from termination to new let.
Deliver all aspects of tenancy management, including:
Transfer inspections
Investigating and managing tenancy breaches
Conducting customer visits- new tenancy, 8 month and tenancy audits
Managing tenancy amendments
Supporting customers to sustain their tenancies
Use a range of tools and techniques to prevent tenancy breaches, working proactively to maintain safe and sustainable neighbourhood including legal cases.
Integrate newly developed or acquired properties into the neighbourhood management service, ensuring smooth onboarding for customers and effective service delivery from day one.
Work intensively in neighbourhoods, spending time on-site to understand issues, build relationships, and take early action where needed.
Support vulnerable customers, ensuring they are signposted to the right services and receive the help they need to maintain their independence and stability.
Contribute positively to team working, attending team meetings and supporting the shared priorities of the service.
Ensure all daily and weekly tasks are completed, including updating all records, systems, and case notes accurately and on time.
Managing ‘good neighbourhood management’ cases efficiently and effectively using good record keeping.
Safeguarding our customers – identifying concerns and liaising with designated safeguarding leads and relevant organisations
What You’ll Need to be Successful in This Role:
| Essential: | Desirable: | |
| Qualifications | Full clean driving license | CIH level 2 or above qualification inHousing |
| Experience | Experience of working in SocialHousing， demonstrating anunderstanding of housing services,customer needs, andneighbourhood-based work.Experience of working in acustomer-focused environment,building positive relationships anddelivering high levels of customercare. | Housing and estate managementincluding voids/lettings, problemsolving, tenancy management. |
| Skills &Knowledgefor This Role | Ability to deliver a high-quality,customer-focused service, ensuringclear, accessible, and timelyinformation is provided.Strong problem-solving skills, withthe ability to assess complexsituations, make sound decisions,and manage cases effectively fromstart to finish.Ability to use a range of tools andinterventions to prevent tenancybreaches, reduce ASB, and promotesafe, sustainable neighbourhoods.Collaboration & PartnershipWorkingExperience building positive workingrelationships with external partnerssuch as local authorities, police,community organisations, andsupport services. | Understanding of key aspects ofneighbourhood and tenancymanagement, including lettings,tenancy sustainment, goodneighbourhood case management,and community safety.Knowledge of relevant housinglegislation, regulatory requirements,and best practice in social housing(e.g., tenancies, assignments,successions, safeguarding,right-to-rent, allocations, and voidmanagement). |
| Ability to work collaboratively within a team, sharing information and supporting collective goals. | ||
| Organisational & ICT Skills Strong organisational skills, with the ability to prioritise daily workload, manage appointments, and meet | ||
| deadlines. Confident using ICT systems to maintain accurate, up-to-date records, case notes, and tenancy information. | ||
| Community Engagement | ||
| Ability to work visibly in neighbourhoods, engage with residents, gather feedback, and contribute to community-led | ||
| improvements. Experience supporting customer involvement activities or building community relationships. | ||
| Ability to identify vulnerability, | ||
| provide appropriate support, and signpost customers to relevant services. Awareness of safeguarding principles and how to respond to | ||
| concerns appropriately. Ability to work independently and take ownership of tasks while contributing positively to team culture. | ||
| Essential | Commitment to acting in line with organisational values, including promoting equity, diversity, and inclusion in all aspects of the role. Resilience, empathy, and confidence when dealing with challenging or sensitive situations. | |
| Core Skills | Health & Safety Awareness All of our employees are required to work in a safe way, wear appropriate and customers safe. You will be expected to update your knowledge and skills on Health & Safety if successful in your application. Safeguarding to work in a way which protects the people we support from harm. Our Safeguarding concerns as appropriate within the service. Digital Across our services, we use a range of technology and systems and expect colleagues to use them effectively and safely following cybersecurity and data protection principles (UK GDPR). Full training on specific systems is provided but a willingness to learn and develop is essential. Equality, Diversity, and Inclusion (EDI) The Calico Group welcomes diversity and champions the rights of those in society who may be marginalised. Our employees are expected to be inclusive, embracing those from different backgrounds to develop a fairer society. | personal protective equipment (PPE), and keep themselves, other colleagues We work with adults and children who may be 'at risk' and expect colleagues colleagues are expected to identify people 'at risk' and confidently report any |
To succeed in any role within the Calico Group, candidates must show that their values and behaviours align with the organisation's principles. This alignment will be evaluated throughout the recruitment process.
The organisation is dedicated to safeguarding and promoting the wellbeing of adults, children, and young people. All employees and volunteers are expected to uphold this commitment and follow proper procedures to address any safeguarding concerns.