Neighbourhood Officer

Neighbourhood Officer

Pay: £27.57 Umbrella
Location: London Borough of Hillingdon, Civic Centre, High Street, Uxbridge, Middlesex, UB8 1UW

About the role

We are looking for a proactive and customer-focused Neighbourhood Officer to join our Homes and Neighbourhoods service. This is a varied and rewarding role where you will manage a defined neighbourhood patch of Council properties, working directly with tenants and leaseholders to provide a high-quality, end-to-end tenancy and neighbourhood management service.
You will be a visible and accessible presence within your neighbourhood, building positive relationships with residents, identifying issues early and working collaboratively with colleagues, partners and communities to resolve problems and improve local neighbourhoods.
You will manage all aspects of tenancy management across your patch, including mutual exchanges, successions, low-level tenancy support, anti-social behaviour, neighbour disputes, tenancy breaches, tenancy checks and access issues. You will also play an important role in tenancy sustainment, helping residents at risk of tenancy failure to remain successfully housed.

What you'll be doing

You will take ownership of your neighbourhood patch and ensure residents receive a responsive, professional and person-centred service. Your responsibilities will include:

• Managing a defined patch of Council properties, covering tenants and leaseholders and all key aspects of tenancy and neighbourhood management.


• Providing an end-to-end tenancy management service throughout the lifetime of a tenancy.


• Building strong relationships with residents, resident groups and community partners and ensuring the resident voice influences service delivery.


• Being visible and accessible on estates through regular inspections, resident engagement and quarterly neighbourhood walkabouts.


• Managing mutual exchange and succession casework, ensuring statutory requirements and deadlines are met.


• Providing low-level tenancy support, identifying risks early and working with Tenancy Sustainment Officers and partner agencies to prevent tenancy failure and homelessness.


• Investigating and resolving low-level anti-social behaviour, neighbour disputes and tenancy breaches through proportionate informal and formal interventions.


• Working with internal services and external partners to address ASB, safeguarding concerns and wider neighbourhood issues.


• Identifying vulnerable residents and making appropriate referrals or signposting to services that support health, wellbeing, independence and tenancy sustainment.


• Undertaking targeted tenancy checks and supporting access to properties for statutory gas, electrical, fire safety and other compliance works.


• Taking appropriate enforcement action where residents refuse access, while considering vulnerability and support needs.


• Supporting the management of hoarding, safeguarding and other risks affecting residents, neighbours or property safety.


• Identifying and responding to fire safety risks and helping residents remain fire safe and fire aware.


• Responding effectively to emergencies such as fires, floods and other incidents affecting Council properties.


• Supporting decants and working with other teams to ensure affected residents are appropriately supported.


• Managing Use and Occupation casework to maximise the effective use of Council housing stock.


• Attending property handovers, open days and community events for newly developed, acquired or refurbished homes.


• Maintaining accurate case records and producing reports that demonstrate progress and outcomes.


• Contributing to resident satisfaction, Tenant Satisfaction Measures and wider service performance targets.


• Identifying opportunities to improve services, work efficiently and deliver better outcomes and value for money.

About you

We are looking for someone who is confident, resilient, organised and committed to putting residents first.
You will have experience of delivering tenancy management services within a social housing environment and be able to manage a varied caseload involving different tenancy types, vulnerabilities and complex circumstances.
You will have:

• Experience of managing social housing tenancies and understanding the factors that can affect tenancy sustainment.


• Experience of dealing with ASB, neighbour disputes, tenancy breaches and low-level tenancy management issues.


• Experience of managing complex casework involving residents with multiple or unmet needs.


• The ability to assess and manage risk, vulnerability and safeguarding concerns.


• Experience of working collaboratively with internal teams, partner agencies and community organisations to achieve positive outcomes.


• The ability to handle difficult conversations, challenge inappropriate behaviour and take proportionate enforcement action when required.


• Experience of managing access issues relating to gas servicing, electrical testing, planned works and other landlord obligations would be an advantage.


• Good knowledge and understanding of housing and landlord and tenant legislation, regulations and guidance relevant to social housing.


• An understanding of tenancy sustainment and the factors that can put a tenancy at risk.


• Excellent communication, negotiation and problem-solving skills, including the ability to engage vulnerable and harder-to-reach residents.


• Strong organisational skills and the ability to prioritise competing demands and manage casework effectively.


• Good IT

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