Resident Services Officer
Location: London Borough of Newham
Salary: £25 P/H
Contract Type: Full-time, Permanent
Hours: 35 per week
Are you passionate about delivering excellent housing services and supporting residents in their communities? Do you have experience in income recovery, tenancy sustainment, or leasehold management? If so, we want to hear from you!
About the Role
As a Resident Services Officer, you will play a vital role in supporting the Borough's housing residents, ensuring tenancy and lease compliance, maximising income collection, and providing high-quality customer service. Working closely with residents, you will help them sustain their tenancies and address breaches, while also managing rent recovery and service charge arrears.
Key Responsibilities
✅ Provide an effective income recovery service to maximise rent collection and reduce arrears
✅ Advise residents on payment methods, welfare benefits, and financial support
✅ Investigate and manage breaches of tenancy and lease agreements
✅ Prepare and submit legal applications, representing the council in County Court or First Tier Tribunals as necessary
✅ Support vulnerable residents by liaising with relevant agencies and support networks
✅ Respond to resident enquiries via phone, email, and in person
✅ Carry out home visits and attend meetings as required
✅ Maintain accurate records and use digital systems for monitoring and reporting
About You
🔹 Minimum 2 years' experience in a resident services or housing environment
🔹 Specialist knowledge in income recovery, leasehold management, tenancy sustainment, or Right to Buy
🔹 Strong communication and problem-solving skills, with the ability to engage effectively with residents and partner agencies
🔹 Experience in working with IT systems to manage casework and record data
🔹 Understanding of housing legislation and welfare regulations
🔹 Ability to work flexibly, including occasional evenings and weekends
