Location
North East London

Hours
Full Time - 38 hours per week

Salary
£33,558 per annum

About the Role
Outward has been providing high-quality support and care services to vulnerable people across London for over 50 years, focusing predominantly in North East London. We support adults with learning disabilities, autism, mental health needs, and complex needs, guided by our core values: engage, enable, and empower.

We are seeking a proactive and passionate Tenancy Management Officer to join our dedicated team. In this role, you will empower tenants to live independently by delivering a high-quality, sensitive, and person-centred housing management service. You will manage an efficient supported housing service across an allocated patch, ensuring compliance with organisational policies and procedures.

Your key responsibilities will include minimising void loss by managing the void turnaround process effectively, managing tenancies proactively including investigating Anti-Social Behaviour and tenancy enforcement, carrying out property inspections to ensure maintenance and health and safety standards, and investigating cases of abandonment and unauthorised occupancy. You will also ensure fire risk assessment actions and other health and safety tasks are completed promptly to maintain safe living environments.

You will work towards targets and report regularly on performance to the Senior Supported Tenancy Manager, aligning with Outward’s core values of engage, enable, and empower.

Experience
- Excellent communication skills to build positive relationships with tenants, colleagues, and stakeholders
- Customer service experience providing professional, empathetic, and responsive support
- Tenancy management including managing voids and lettings, assessing referrals, and tenancy sign-ups
- Conflict resolution skills to handle disputes, complaints, and Anti-Social Behaviour fairly and effectively
- Problem solving with practical, lawful solutions
- Organisation and time management to handle a varied caseload and meet deadlines
- Knowledge of housing legislation and tenancy law
- Safeguarding awareness, risk management, and making appropriate referrals
- Conducting property inspections and health & safety functions
- Record keeping, report writing, and risk assessment
- Good IT skills and resilience under pressure
- Understanding of confidentiality, GDPR, and data protection principles
- Ability to write clear, concise letters and reports
- Experience of general administration and electronic record keeping
- Ability to develop collaborative partnerships and multi-agency working
- Experience managing and responding to complaints effectively
- Ability to provide welfare benefit and debt management advice
- Ability to attend court and represent the landlord for possession hearings
- Knowledge of health and safety issues within supported housing or care environments
- Staff must have access to a smartphone capable of receiving SMS messages and installing authentication apps for secure systems access
- Right to Work in the UK (no visa sponsorship provided)

About You
- Commitment to equal opportunities in service delivery and employment
- Good understanding of the supported housing sector and housing related support delivery
- Commitment to resident consultation and involvement
- Ability to work both independently and as part of a team
- Experience working under pressure to meet specific targets

Qualifications
- Desirable: CIH Level 4 in housing management or equivalent
- Desirable: Negotiation and mediation skills
- Desirable: Competence in housing management systems (e.g. Dynamics, CX, SharePoint, Microsoft Office)