Location: Manchester M40

Hours: 37.5 per week

Salary: £25,000 per annum

Job Purpose

To provide comprehensive administrative and operational support across housing management functions, including tenancy management, tenant support, allocations, safeguarding, and property management. The role focuses on delivering high-quality services to tenants while ensuring compliance with policies, procedures, and legal requirements.

Key Responsibilities

Tenancy Management

• Manage the full tenancy lifecycle including sign-ups, tenancy sustainment, and terminations
• Handle tenancy breaches and take appropriate enforcement action where required
• Follow legal processes for tenancy termination, including abandonment procedures, successions, and issuing notices (e.g. NTQs/S41s)
• Identify and respond to complex tenancy issues such as cuckooing, working in partnership with relevant agencies
• Ensure all actions comply with organisational policies and legal frameworks

Tenant Support and Communication

• Act as a main point of contact for tenants via phone, email, and face-to-face interactions
• Provide early intervention support for rent arrears, agreeing realistic repayment plans to prevent escalation
• Offer advice on housing matters, benefits, and available support services
• Support vulnerable tenants, including elderly, disabled, and at-risk individuals
• Make referrals to appropriate services such as community safety, adult social care, safeguarding, and mental health teams
• Liaise with external partners including local authorities, social workers, NHS services, emergency services, and contractors
• Work collaboratively with estate management and board members where required

Anti-Social Behaviour (ASB) Management

• Manage a caseload of ASB cases
• Investigate complaints such as noise nuisance, vandalism, and harassment
• Gather evidence and conduct interviews with involved parties
• Work with external agencies and local authorities to resolve issues
• Take enforcement action where necessary, including warnings, injunctions, and evictions

Safeguarding

• Identify and respond to safeguarding concerns during tenant interactions and home visits
• Follow safeguarding policies and procedures at all times
• Make referrals to relevant agencies including adult social care and mental health services
• Participate in safeguarding meetings where required

Allocations and Voids Process

• Manage the end-to-end void process in line with policy
• Conduct pre-termination visits and ensure proper closure of tenancies
• Maintain accurate void reports and records
• Coordinate property inspections and ensure homes meet lettable standards
• Advertise properties and manage applications through housing systems
• Assess applicants, conduct eligibility checks, and complete tenancy sign-ups
• Ensure accurate record-keeping and documentation of all tenancy activities
• Notify relevant partner agencies of tenancy changes

Rehousing Applications

• Support tenants with rehousing applications, providing guidance and assistance
• Upload and manage documentation within housing systems
• Liaise with rehousing teams and external partners

Property Management

• Carry out regular property inspections
• Report and monitor repairs and maintenance issues
• Liaise with contractors and maintenance teams to ensure timely resolution

Tenancy Sustainment

• Work proactively to prevent evictions, particularly where vulnerability is a factor
• Develop and implement support plans for at-risk tenants
• Coordinate with external agencies to maintain stable tenancies

Multi-Agency Working

• Collaborate with a range of agencies and professionals
• Attend multi-agency meetings including safeguarding and MARAC meetings where required

General Administration

• Prepare and issue tenant correspondence and official letters
xbpsjku
• Respond to phone and in-person enquiries
• Process invoices and support payroll administration
• Maintain stock levels and office supplies
• Ensure accurate and up-to-date record keeping
• Prepare staff rotas and provide general office support

Person Specification

Essential:

• At least 2 years experience in a similar role
• Strong administrative and organisational skills
• Excellent communication and interpersonal abilities
• Ability to manage a varied workload and prioritise effectively
• Experience working in housing, public services, or a similar environment
• Knowledge of tenancy management processes and housing legislation
• Ability to handle sensitive and confidential information

Desirable:

• Experience working with vulnerable individuals or in safeguarding contexts
• Knowledge of housing management systems (e.g. Locata, QL)
• Understanding of ASB management and multi-agency working

Key Skills & Competencies

• Attention to detail
• Problem-solving and decision-making
• Empathy and resilience
• Teamwork and collaboration
• Professional integrity and discretion

This role offers an opportunity to contribute to a vital service, supporting communities and helping tenants maintain safe and stable housing.