LLP Senior Generic Housing Officer
Croydon Council
Mint Walk, Croydon CR0 1EA, UK
Published today
Housing officer
Full Time
Job Description
Salary range: Grade 11 £46,968- £49,056 p.a plus fantastic benefits
Contract: Fixed Term ending November 2026
Hours: Full-time, 37.5 hours per week (flexible working available)
Location: Croydon
Role Overview:
Croydon Affordable Housing are looking for a 'Can Do' Senior Housing to join our small team. You will play a crucial role in establishing and maintaining relationships with Tenants, Contractors, Staff , Landlords, Surveyors, Agents and other Stakeholders.
Croydon Affordable Housing is a small housing charity which was set up in 2017 by Croydon Council. The charity manages under 360 properties and reports to an independent charity board. This is an exciting opportunity for an enthusiastic and committed individual to take a lead role in ensuring that Croydon Affordable Housing fulfils its duty as a landlord.
You will have the right skills and extensive experience of Housing Management. Extensive knowledge of the Rents and Arrear, Bookkeeping and Financial Management and production of Finance dashboard, Financial Budgets and Monthly Financial performance reports will be essential with the eagerness to learn when opportunities arise.
The ability to work independently and across departments and sectors is vital as you will be working closely with the following services i.e. Legal, Property & Tenancy , Housing , Rent Accounting, Rents and Debt recovery, Suppliers, Contractors and others departments to ensure our properties are performing with set KPIs and Targets and set up highest level of service for their property portfolio.
If you have the relevant skills and experience to help us deliver our positive vision for Croydon Affordable Housing, then we would love to hear from you.
If you would like to discuss the role informally, please contact the Property and Tenancy Manager , Jennifer Brown at Jeniffer.Brown@croydon.gov.uk.
1. Job Purpose
The Senior Housing Officer is responsible for leading and delivering high-quality housing management services across affordable housing schemes within team. This includes tenancy management, arrears control, estate management, and customer engagement. The role involves supervising Housing Officers and other frontline staff, ensuring compliance with relevant housing legislation, regulatory standards, and organisational policies, while working to improve resident satisfaction, tenancy sustainment, and neighbourhood wellbeing.
2. Key Responsibilities
A. Tenancy & Housing Management
• Manage a caseload of complex tenancy issues, including tenancy breaches, arrears enforcement, anti-social behaviour (ASB), safeguarding, and tenancy fraud.
• Ensure that lettings, voids management, and tenancy sign-ups are carried out efficiently, in line with allocations policies and void turnaround targets.
• Provide specialist advice on tenancy agreements (secure, assured, fixed-term, starter, shared ownership) and take appropriate enforcement action where necessary.
• Support residents in sustaining their tenancies, through early intervention, income advice, and referral to support agencies.
B. Estate & Property Management
• Oversee the condition, safety, and presentation of estates, communal areas, and neighbourhoods.
• Organise and carry out regular estate inspections, ensuring follow-up action is taken on repairs, tenancy breaches, and health & safety issues.
• Liaise with asset management and compliance teams to ensure properties meet Decent Homes Standards, building safety regulations, and environmental standards.
• Lead on tenancy audits and fraud prevention measures.
C. Leadership & Team Management
• Line manage Housing Officers, Tenancy Officers, and/or Housing Assistants, including workload allocation, case supervision, 1:1s, and annual appraisals.
• Provide leadership, coaching, and professional guidance to staff, supporting their development and performance.
• Act as first point of escalation for frontline staff in dealing with complex cases or customer complaints.
• Deputise for the Housing Manager as required.
D. Resident Engagement & Community Development
• Promote resident involvement in service improvement, community initiatives, and scrutiny activities.
• Build strong working relationships with tenants, leaseholders, and stakeholders to enhance trust, satisfaction, and community cohesion.
• Handle escalated complaints in line with the Housing Ombudsman's Complaint Handling Code and organisational procedures.
• Work with community safety teams, local authorities, and police to tackle ASB and improve neighbourhood safety.
E. Compliance & Regulation
• Ensure housing management services comply with legal and regulatory frameworks, including:
• Housing Act 1985 and 1996
• Homelessness Reduction Act 2017
• ASB, Crime and Policing Act 2014
• Equality Act 2010
• Data Protection and GDPR requirements
• Regulatory Standards of the Regulator of Social Housing
• Maintain accurate case records, statistical data, and performance reports.
• Monitor performance indicators (arrears, voids, ASB, customer satisfaction) and contribute to service improvement plans.
⸻
3. Person Specification
Essential
• Significant experience in housing management within affordable/social housing.
• Strong working knowledge of housing law, tenancy agreements, and regulatory frameworks in England.
• Proven experience of managing and developing staff.
• Excellent problem-solving, conflict resolution, and negotiation skills.
• Strong understanding of welfare reform, universal credit, and tenancy sustainment strategies.
• Experience working with vulnerable residents, including safeguarding and partnership working with statutory and voluntary agencies.
• High level of IT literacy, including use of housing management systems and MS Office packages.
• Strong verbal and written communication skills.
Desirable
• Chartered Institute of Housing (CIH) qualification or working towards it.
• Previous experience in line management within a housing association, council, or similar setting.
• Knowledge of leasehold management and shared ownership.
• Experience in service improvement, project work, or resident engagement initiatives.
⸻
4. Key Relationships
• Internal: Housing Officers, Repairs Team, Income Management, Compliance, Customer Service, Asset Management.
• External: Residents, local authorities, police, social services, voluntary sector organisations, contractors, Regulator of Social Housing.
⸻
5. Additional Information
• This role requires occasional evening or weekend work to attend resident meetings or respond to urgent housing matters.
• A valid UK driving licence and access to a vehicle may be required for estate visits.
• The role is subject to enhanced DBS checks due to safeguarding responsibilities.
⸻
6. Organisation Values & Behaviours
The post-holder is expected to demonstrate and promote [organisation name]'s values, including:
• Putting residents first.
• Acting with integrity and accountability.
• Promoting inclusion, equality, and diversity.
• Delivering value for money and continuous improvement.
7. Special Conditions:
Able to attend meetings outside of normal working hours on an ad hoc basis. You should be able to get around the Borough to carry out the duties of this post. It is a preference for the post holder to have access to public transport or own car. Personal Effectiveness - As this post has access to vulnerable people the post holder will need to demonstrate that they meet competencies relating to Accountability, Emotional Resilience, Team working and Authority, power and Control.
To view the LLP Senior Generic Housing Officer role profile please Click here.
About Us
Croydon Council's priorities
The Council balances its books, listens to residents, and delivers good sustainable services
Croydon Council is an inclusive employer and welcomes applications from all sections of the community. Subject to business needs, we will be pleased to consider applications from candidates seeking flexible working arrangements and support hybrid working, whereby staff attend the workplace for part of their working week and work from home, or elsewhere, remotely for the rest of the time.
As users of the disability confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for the advertised role.
Croydon council is committed to safeguarding and promoting the welfare of children and vulnerable adults and expects all staff to share this commitment.
The Successful candidate will be subject to a DBS check, if the role requires one.
Salary range: Grade 11 £46,968- £49,056 p.a plus fantastic benefits
Contract: Fixed Term ending November 2026
Hours: Full-time, 37.5 hours per week (flexible working available)
Location: Croydon
Role Overview:
Croydon Affordable Housing are looking for a 'Can Do' Senior Housing to join our small team. You will play a crucial role in establishing and maintaining relationships with Tenants, Contractors, Staff , Landlords, Surveyors, Agents and other Stakeholders.
Croydon Affordable Housing is a small housing charity which was set up in 2017 by Croydon Council. The charity manages under 360 properties and reports to an independent charity board. This is an exciting opportunity for an enthusiastic and committed individual to take a lead role in ensuring that Croydon Affordable Housing fulfils its duty as a landlord.
You will have the right skills and extensive experience of Housing Management. Extensive knowledge of the Rents and Arrear, Bookkeeping and Financial Management and production of Finance dashboard, Financial Budgets and Monthly Financial performance reports will be essential with the eagerness to learn when opportunities arise.
The ability to work independently and across departments and sectors is vital as you will be working closely with the following services i.e. Legal, Property & Tenancy , Housing , Rent Accounting, Rents and Debt recovery, Suppliers, Contractors and others departments to ensure our properties are performing with set KPIs and Targets and set up highest level of service for their property portfolio.
If you have the relevant skills and experience to help us deliver our positive vision for Croydon Affordable Housing, then we would love to hear from you.
If you would like to discuss the role informally, please contact the Property and Tenancy Manager , Jennifer Brown at Jeniffer.Brown@croydon.gov.uk.
1. Job Purpose
The Senior Housing Officer is responsible for leading and delivering high-quality housing management services across affordable housing schemes within team. This includes tenancy management, arrears control, estate management, and customer engagement. The role involves supervising Housing Officers and other frontline staff, ensuring compliance with relevant housing legislation, regulatory standards, and organisational policies, while working to improve resident satisfaction, tenancy sustainment, and neighbourhood wellbeing.
2. Key Responsibilities
A. Tenancy & Housing Management
• Manage a caseload of complex tenancy issues, including tenancy breaches, arrears enforcement, anti-social behaviour (ASB), safeguarding, and tenancy fraud.
• Ensure that lettings, voids management, and tenancy sign-ups are carried out efficiently, in line with allocations policies and void turnaround targets.
• Provide specialist advice on tenancy agreements (secure, assured, fixed-term, starter, shared ownership) and take appropriate enforcement action where necessary.
• Support residents in sustaining their tenancies, through early intervention, income advice, and referral to support agencies.
B. Estate & Property Management
• Oversee the condition, safety, and presentation of estates, communal areas, and neighbourhoods.
• Organise and carry out regular estate inspections, ensuring follow-up action is taken on repairs, tenancy breaches, and health & safety issues.
• Liaise with asset management and compliance teams to ensure properties meet Decent Homes Standards, building safety regulations, and environmental standards.
• Lead on tenancy audits and fraud prevention measures.
C. Leadership & Team Management
• Line manage Housing Officers, Tenancy Officers, and/or Housing Assistants, including workload allocation, case supervision, 1:1s, and annual appraisals.
• Provide leadership, coaching, and professional guidance to staff, supporting their development and performance.
• Act as first point of escalation for frontline staff in dealing with complex cases or customer complaints.
• Deputise for the Housing Manager as required.
D. Resident Engagement & Community Development
• Promote resident involvement in service improvement, community initiatives, and scrutiny activities.
• Build strong working relationships with tenants, leaseholders, and stakeholders to enhance trust, satisfaction, and community cohesion.
• Handle escalated complaints in line with the Housing Ombudsman's Complaint Handling Code and organisational procedures.
• Work with community safety teams, local authorities, and police to tackle ASB and improve neighbourhood safety.
E. Compliance & Regulation
• Ensure housing management services comply with legal and regulatory frameworks, including:
• Housing Act 1985 and 1996
• Homelessness Reduction Act 2017
• ASB, Crime and Policing Act 2014
• Equality Act 2010
• Data Protection and GDPR requirements
• Regulatory Standards of the Regulator of Social Housing
• Maintain accurate case records, statistical data, and performance reports.
• Monitor performance indicators (arrears, voids, ASB, customer satisfaction) and contribute to service improvement plans.
⸻
3. Person Specification
Essential
• Significant experience in housing management within affordable/social housing.
• Strong working knowledge of housing law, tenancy agreements, and regulatory frameworks in England.
• Proven experience of managing and developing staff.
• Excellent problem-solving, conflict resolution, and negotiation skills.
• Strong understanding of welfare reform, universal credit, and tenancy sustainment strategies.
• Experience working with vulnerable residents, including safeguarding and partnership working with statutory and voluntary agencies.
• High level of IT literacy, including use of housing management systems and MS Office packages.
• Strong verbal and written communication skills.
Desirable
• Chartered Institute of Housing (CIH) qualification or working towards it.
• Previous experience in line management within a housing association, council, or similar setting.
• Knowledge of leasehold management and shared ownership.
• Experience in service improvement, project work, or resident engagement initiatives.
⸻
4. Key Relationships
• Internal: Housing Officers, Repairs Team, Income Management, Compliance, Customer Service, Asset Management.
• External: Residents, local authorities, police, social services, voluntary sector organisations, contractors, Regulator of Social Housing.
⸻
5. Additional Information
• This role requires occasional evening or weekend work to attend resident meetings or respond to urgent housing matters.
• A valid UK driving licence and access to a vehicle may be required for estate visits.
• The role is subject to enhanced DBS checks due to safeguarding responsibilities.
⸻
6. Organisation Values & Behaviours
The post-holder is expected to demonstrate and promote [organisation name]'s values, including:
• Putting residents first.
• Acting with integrity and accountability.
• Promoting inclusion, equality, and diversity.
• Delivering value for money and continuous improvement.
7. Special Conditions:
Able to attend meetings outside of normal working hours on an ad hoc basis. You should be able to get around the Borough to carry out the duties of this post. It is a preference for the post holder to have access to public transport or own car. Personal Effectiveness - As this post has access to vulnerable people the post holder will need to demonstrate that they meet competencies relating to Accountability, Emotional Resilience, Team working and Authority, power and Control.
To view the LLP Senior Generic Housing Officer role profile please Click here.
About Us
Croydon Council's priorities
The Council balances its books, listens to residents, and delivers good sustainable services
- Get a grip on the finances and make the council financially sustainable
- Become a council which listens to, respects and works in partnership with Croydon's diverse communities and businesses
- Strengthen collaboration and joint working with partner organisations and the voluntary, community and faith sectors
- Ensure good governance is embedded and adopt best practice
- Develop our workforce to deliver in a manner that respects the diversity of our communities
- Croydon is a place of opportunity for business, earning and learning
- Children and young people in Croydon have the chance to thrive, learn and fulfil their potential
- Croydon is a cleaner, safer and healthier place, a borough we're proud to call home
- People can lead healthier and independent lives for longer
- Croydon Council's new ways of working
Croydon Council is an inclusive employer and welcomes applications from all sections of the community. Subject to business needs, we will be pleased to consider applications from candidates seeking flexible working arrangements and support hybrid working, whereby staff attend the workplace for part of their working week and work from home, or elsewhere, remotely for the rest of the time.
As users of the disability confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for the advertised role.
Croydon council is committed to safeguarding and promoting the welfare of children and vulnerable adults and expects all staff to share this commitment.
The Successful candidate will be subject to a DBS check, if the role requires one.