Department: Neighbourhood and Communities
Location: Local Office Base
Grade/Salary: SO2 - £44,121 - £46,432
Reports To: Neighbourhood Housing Manager/Senior Officer
Contract Type: Permanent / Full-Time (35 hours per week)
East End Homes is a community-led and locally based housing association in the London Borough of Tower Hamlets. Our mission is to provide services that meet the needs and aspirations of local residents. We own and manage over 3,900 homes across five estates - Glamis, Holland, Island Gardens, Mile End, and St George's. We operate from offices in the heart of each of our communities and run four community centres. As a not-for-profit housing association, we reinvest our profits back into improving homes and services for residents.
Job Purpose
To deliver a responsive, visible, and resident-focused housing service that ensures tenancies are managed well, ASB is dealt with effectively, new tenants are welcomed. The Housing Officer will be the key point of contact on the ground for residents within their patch, addressing local issues, enforcing tenancy conditions, and supporting community cohesion in line with Eastend Homes’ values:
- We Care – by supporting victims, vulnerable people, and communities affected by ASB and safeguarding risks.
- We Are Trusted – by acting with professionalism, integrity, and a commitment to fairness.
- We Are Improving – by using data, feedback, and learning to strengthen services.
- We Are Listening – by being responsive to residents’ concerns and tailoring support to individual needs.
Key Responsibilities
Tenancy and Community Cohesion
- Carry out regular estate inspections alongside the estate management team and residents to identify and resolve issues affecting estate conditions, such as fly-tipping, ASB, repairs, and caretaking standards.
- Identify safeguarding concerns and ensure timely referrals in line with organisational procedures.
- Investigate and respond to reports of tenancy breaches, including subletting, hoarding, and unauthorised alterations.
- Enforce tenancy conditions and support formal enforcement actions in partnership with legal and other relevant teams.
- Respond to reports on anti-social behaviour, working with residents, the police, and external agencies, referring complex cases to the ASB Specialist Officer for advice and support.
- Working closely with residents, identifying any vulnerabilities or support needs, and referring to appropriate agencies.
- Manage tenancy signup, ensuring new tenants receive full induction and understand their tenancy conditions, responsibilities, and available support services.
- Carry out tenant audits to ensure we ‘know who is behind the door.’
- Monitor the quality of communal repairs and environmental issues, reporting and escalating where necessary.
Resident Engagement and Support
- Be a visible presence on estates, building trust with residents through regular contact and proactive communication.
- Attend residents’ meetings, walkabouts, and forums, feeding back residents’ views and following through on commitments.
- Support vulnerable residents by making referrals to support services and collaborating with internal teams and external agencies. Providing enhanced housing management services where required.
- Identifying safeguarding issues and reporting to appropriate services.
- Promote community cohesion, supporting local events and initiatives that enhance community spirit and wellbeing.
- Work with residents through the EMB to agree a local plan which identifies key areas for improvement, action and monitor achievements.
Compliance and Safety
- Ensure all compliance and fire safety inspections are completed on time in accordance with East End Homes standards and legal requirements.
- Monitor and coordinate actions arising from inspections, ensuring timely completion within agreed timescales.
- Work closely with Building Safety and Asset Management teams to maintain safe and compliant properties.
- Identify and escalate health and safety risks identified during estate inspections and resident visits.
Collaboration and Performance
- Ensure all assigned objectives and KPI targets are met consistently.
- Work closely with repairs, caretaking, income, and leasehold teams to deliver a joined-up neighbourhood service.
- Manage and maintain accurate case records on housing management systems, ensuring timely updates and audit-ready information.
- Monitor estate performance indicators and contribute to service improvement plans.
- Identify opportunities to improve the neighbourhood service offer and participate in service reviews.
- Working together as one team within the organisation to provide joined-up services for residents.
Data Protection and Confidentiality
- Ensure all resident information is handled in line with data protection legislation and organisational policies, always maintaining strict confidentiality.
- Accurately record and manage data on housing systems, ensuring information is up to date, secure, and only shared with authorised parties where appropriate.
Equality and Diversity
- Promote equality, diversity, and inclusion in all aspects of work.
- Ensure services are delivered fairly and meet the diverse needs of residents.
- Respond to and report any discriminatory behaviour in line with organisational policies to support an inclusive service.
Person Specification
All criteria below are essential unless marked as desirable.
Experience
- Experience in housing or estate management
- Experience of managing tenancy breaches and ASB
- Experience of working with residents from diverse backgrounds
- Familiarity with safeguarding, support services, and partnership working.
- Understanding of health and safety issues related to estates.
Skills
- Knowledge of landlord responsibilities under tenancy law
- Excellent communication and interpersonal skills – able to engage confidently with residents, colleagues, and partners.
- Strong problem-solving skills and ability to manage competing priorities.
- Ability to work independently and manage a complex caseload.
- Excellent IT and case recording/reporting skills.
- Collaborative mindset with the ability to work effectively as part of a team.
Additional Requirements/Working Arrangements
Additional Information
- Occasional evening and weekend work required (TOIL provided).
- Hybrid working is not available – the role requires presence across multiple sites.
- Home visits and on-site resident support form a key part of the role.
- Regular travel between estates using public transport or own vehicle is required.
- Enhanced DBS clearance is required.
Equality, Diversity and Inclusion is fundamental to our core beliefs and values, and we have a due regard for the need to eliminate unlawful discrimination, promote equality of opportunity, and provide for good relations between people of diverse groups, in particular the characteristics protected by the Equality Act (2010).
We are committed to achieving greater diversity at East End Homes and welcome applications from candidates of all backgrounds, identities, and characteristics.
Benefits
33 days holiday plus Bank Holidays
Pension – Employer Contribution
£200 – Gym Membership contribution
Medical Cash Plan