Neighbourhood Officer

Job Title:

Neighbourhood Officer

Team: Neighbourhood

Service:

Neighbourhoods

Responsible to: Neighbourhood Manager

Job Summary

The Neighbourhood Officer plays a key role in managing and allocating housing properties, ensuring fair and efficient lettings, and providing high-quality tenancy management services. With a strong customer focus, the role involves supporting residents, resolving tenancy-related issues, and maintaining safe, sustainable communities. This role involves working closely with internal teams and external agencies to address community issues, support tenancy sustainment and promote resident engagement.

Main Responsibilities

Tenancy and property management:

• Deliver tenancy management services, ensuring policies and procedures are adhered to.
• Monitor and control the progress of empty properties to meet targets and minimise revenue loss.
• Carry out accompanied viewings and assess tenancy suitability in line with allocation policies and Complete tenancy sign-ups, ensuring agreements are fully explained and understood.
• Conduct tenancy visits to sustain tenancies, identify support needs, and coordinate appropriate interventions.
• Address tenancy breaches, including investigating abandoned properties.

Community & Neighbourhood Engagement:

• Provide excellent customer service to ensure tenants and residents take pride in their homes and communities.
• Highlight and address emerging estate and community issues affecting sustainability.
• Manage anti-social behaviour cases with a proactive approach, focusing on early intervention.
• Support neighbourhood engagement events, working with stakeholders to improve estate management and service delivery 
• Actively promote customer involvement and encourage participation in decision-making.
• Partnerships & Compliance
• Collaborate with internal departments and external agencies to resolve tenancy and community challenges 
• Ensure compliance with health & safety policies, gas and electrical access requirements, and safeguarding procedures.
• Develop and maintain strong working relationships with partner organisations to create thriving neighbourhoods.
• The post holder will be expected to be aware of safeguarding vulnerable adults and children and report any concerns via Ongo’s Safeguarding policies and procedures.

Skills, Competence, Experience Required

• Strong understanding of housing legislation and social housing challenges.
• Awareness of housing management governance and best practices.
• Sound judgment and decision-making skills.
• Ability to prioritise workload, meet deadlines, and handle pressure effectively.
• Strong written, verbal, and interpersonal communication skills.
• Ability to work independently and as part of a team.
• Competence in using housing management systems and maintaining accurate records.
• Customer-focused approach to service delivery.
• The role requires resilience, empathy and conflict resolution skills.
• A full UK driving licence and access to a personal vehicle are essential for this role, due to travel requirements across the region.

Working environment

• This role requires a personal safety device.
• Post will predominately be required to work in the neighbourhood on a daily basis, in a variety of weather conditions and be required to walk distances and climb stairs whilst carrying equipment. Some working from home or in an office environment.
• Visiting tenants in a range of properties, including high rise flats.
• Occasional exposure to risks associated with working in social housing properties, including potentially challenging or unsanitary conditions.
• May include occasional evening or weekend work to attend meetings.
• Must follow health and safety protocols when visiting properties including wearing PPE in certain environments.

Closing date Thursday 16th October .
Interviews will be held on Thursday 23rd October.