Housing Officer, Real Estate​/Property

Overview

Main

Purpose:

Working in a generic housing management role, the post holder is responsible for delivering and overseeing a wide range of neighbourhood services to residents. Acting as an ambassador for TCHA, the role requires consistently demonstrating TCHA’s values and behaviours, putting residents first, and delivering high-quality, customer-focused services across the communities where TCHA operates.

• General Responsibilities
  • Deliver day-to-day housing management services to TCHA residents in accordance with TCHA’s policies, procedures, financial regulations, GDPR requirements, and health and safety obligations.
  • Demonstrate TCHA’s values and behaviours and work collaboratively as part of the wider TCHA team.
  • Place residents at the heart of service delivery, ensuring a consistently high standard of customer service.
  • Adhere to TCHA’s Equal Opportunities Policy and confidentiality requirements, ensuring confidential information is not disclosed to third parties.
  • Provide operational support to the team and organisation, including covering phones, responding to enquiries, and meeting residents who attend the office, in line with business needs.
  • Undertake any other reasonable duties required by management and provide cover for other teams where necessary.

• Rent Collection and Rent Arrears Management
  • Manage rent collection and arrears in line with TCHA policies, procedures, and management systems.
  • Proactively support residents to sustain tenancies by providing advice, guidance, and signposting to external agencies where appropriate.
  • Support residents to clear rent arrears, working collaboratively with managers, administrative staff, Housing Benefits, DWP, and other relevant agencies.
  • Negotiate and monitor affordable repayment agreements, completing budgeting assessments and responding promptly to any breaches.
  • Follow the pre-action protocol and TCHA arrears procedures, including serving legal notices, making court applications, attending hearings, and progressing evictions where necessary.
  • Meet agreed performance targets for rent collection and arrears recovery.

• Void Management and Lettings
  • Manage the void process in accordance with TCHA policies to ensure lawful tenancy termination and prompt re-lets.
  • Communicate clearly with residents about void and allocation processes, rights, and responsibilities.
  • Liaise effectively with staff and external stakeholders, ensuring keys are passed promptly to Property Services and local authority nominations are requested at the earliest opportunity.
  • Arrange viewings and tenancy sign-ups without delay, ensuring all statutory and best practice information is provided.
  • Maintain strong working relationships with local authorities to manage nominations and share relevant policy and operational information.
  • Complete tenancy sign-ups and ensure all systems are accurately updated.

• Housing and Tenancy Management
  • Provide a comprehensive tenancy and estate management service, including sign-ups, audits, inspections, correspondence, ASB management, tenancy fraud, abandonment, decants, and tenancy terminations.
  • Resolve complex housing issues, including tenancy breaches, succession, joint-to-sole changes, nuisance, domestic abuse, safeguarding, and emergency decants, in a customer-focused manner.
  • Enforce tenancy conditions to maintain estates and properties, pursuing legal action where required, including possession proceedings, court attendance, and evictions.
  • Complete tenancy visits as required, with the aim of visiting every home at least annually, supporting new tenants and maintaining ongoing engagement.
  • Conduct tenancy audits in line with policy and report suspected tenancy fraud to the Head of Housing Management.
  • Carry out regular estate and health and safety inspections, recording findings on the housing management system and working with colleagues to ensure issues are addressed.
  • Report repairs promptly to the Maintenance Team and raise concerns regarding cleaning and grounds maintenance, escalating where necessary.
  • Ensure all health and safety inspections are completed, logged, and escalated appropriately.
  • Manage ASB cases in accordance with policy, maintaining accurate…