Company: Barking and Dagenham Reside Regeneration Ltd
Location: Hybrid/Patch Based (Barking and Dagenham)/Home
Responsible to: Neighbourhood and Enforcement Lead
Salary: £40,000 – £45,000 p.a

About the Role

As a Neighbourhood Officer, you’ll oversee a portfolio of around 550 properties, ensuring excellent tenancy, neighbourhood, and estate management services. You’ll handle tenancy issues, lead neighbourhood inspections, and act as the first point of contact for residents, addressing their housing concerns and encouraging active engagement. From ensuring compliance with tenancy terms to collaborating on estate improvements, your role is central to creating vibrant, safe communities.

About You

You’ll bring housing management experience, a strong understanding of housing legislation, and a proven ability to manage diverse cases, including ASB and tenancy fraud. Your excellent communication skills and commitment to customer service will enable you to build positive relationships with residents and partners. A proactive approach, IT proficiency, and a full UK driving licence are essential for this role.

Job Purpose

To provide a customer focussed, proactive, comprehensive and high-quality Tenancy, Neighbourhood and Estate Management service to Reside residents across our social housing portfolio, managing a patch of approx. 550 properties. You will act as a champion for your patch and wider locality, acting as the first point of contact for all housing, tenancy and
estate management queries from tenants on your patch.

The role combines elements of enforcement (around anti-social behaviour, tenancy fraud and other tenancy breaches), community safety (keeping residents safe in their homes and neighbourhoods), housing management and community engagement (general management of tenancies, working with residents to identify priorities for change, listening to feedback and acting on it and supporting them to become actively engaged).

Ensure the tenants comply with the terms of tenancy in respect of housing and tenancy management and take appropriate action to address any breaches. Work with tenants and other community groups to enhance the longer-term development of the neighbourhood, working with other Reside teams and services to develop a collaborative approach to managing mixed tenure neighbourhoods.

Deliver new tenant introductory visits to ensure effective on-boarding about how to manage a tenancy, setting expectations and developing effecting relationships with tenants to aid positive tenancy sustainment and engagement.

Lead on delivering a programme of neighbourhood, estate and patch/property inspections to ensure they are well maintained and managed, present a safe and secure environment for tenants and visitors. To develop and maintain partnerships with key agencies and stakeholders, including the council, support agencies, CAB and any other relevant agencies.

The post holder will deliver high levels of satisfaction to Reside tenants for the services managed.

Key Accountable Areas

• To support and deliver a comprehensive high quality, efficient and compliant tenancy, housing and estate management service for Reside’s housing stock. This will require a ‘can do’ approach to service management to exceed expectations as the norm
• Ensure that the services provided are delivered in accordance with Reside’s policies and procedures, legislation, regulation and reflect best practice and always deliver excellent customer service
• Achieve a timely turnaround of empty properties within key KPI targets and to ensure that all properties are re-let promptly and that all sign ups and post tenancy contact are completed to achieve customer satisfaction targets
• Proactively manage large scale handovers of new developments across the housing portfolio to ensure prompt allocation and letting of all new homes with a first class onboarding experience delivered for the tenants
• Investigate cases of tenancy fraud, including sub-letting and non-occupation and take appropriate action to recover properties where necessary working closely with colleagues, i.e. our in-house legal team and our fraud team, to ensure homes are recovered and where appropriate ensure a successful prosecution can be achieved
• Where appropriate, co-ordinate the management of complex mixed tenure housing management cases/disputes working collaboratively with colleagues to provide effective resolution and tenancy sustainment
• Work in partnership with Asset Team taking an active role in obtaining access for compliance servicing within the required timescales, including litigation to gain access as required
• Work in partnership with Income Management to ensure collaboration in management of tenancy breaches related to both service areas, ensuring a joined-up approach to maximise delivery of effective outcomes
• Carry out all actions as part of the litigation process associated with the remit of the role. This includes gathering evidence and producing all relevant paperwork including writing witness statements and preparing documentation for court (as required)
• Establish and maintain effective relationships with partners and stakeholders to ensure delivery of effective services to tenants
• Drives an increase in contact with tenants as we seek to develop effective relationships of high trust that enables tailored and bespoke service to be developed that facilitates a highly customer centric service delivery model

Neighbourhood Officer full job description (PDF, 148 KB)

Neighbourhoods structure chart (PDF, 111 KB)

Application Process

To apply, please upload your CV and a supporting statement to email  Bethanie.symes@lbbd.gov.uk by 22 January 2025.

It is crucial to include a supporting statement (no more than 2 sides of A4) addressing how your skills, knowledge, experience align with the post’s requirements outlined in the job description and person specification.

Selection Process

CVs and supporting statements will be shortlisted based on the skills, knowledge, experience criteria specified in the person specification of the job description.

Shortlisted candidates will be informed of the outcome of their applications by 24 January 2025.

Successful candidates will be invited for an interview on 28 January 2025.

Additional interview details will be provided to shortlisted candidates in due course.