Allocations & Lettings - Social Housing

Allocations and Lettings - Social Housing
Bedford
Monday - Friday, Full time permanent
£29,668

We have partnered with a growing housing organisation on their search for an experienced Allocations and Lettings Officer. You will be responsible for allocating rental properties in accordance with housing policies, nomination agreements, and relevant legislation. The role ensures properties are let efficiently, tenancy changes are managed correctly, and excellent customer service is delivered throughout the customer journey.

The postholder will support the effective management of housing stock by minimising void periods, ensuring legal compliance, promoting tenancy sustainment, and working collaboratively with internal teams and external partners. Previous experience within social housing is essential.

Key Responsibilities:

Property Allocations

Allocate vacant properties in line with housing legislation, allocation policies, and nomination agreements.
Assess applicant eligibility, housing need, affordability, and tenancy history.
Liaise with local authorities and partner agencies regarding nominations.
Complete suitability assessments and make formal offers of accommodation.
Identify customer support needs and refer to appropriate internal or external services.
Promote efficient use of housing stock, including downsizing initiatives and management moves.
Support customers through temporary or permanent decants where required.Void and Lettings Management

Monitor vacant properties to minimise re-let times and rental income loss.
Work closely with repairs, maintenance, development, and housing teams to ensure timely handovers.
Ensure all tenancy start processes are completed accurately, including documentation, payment arrangements, and system updates.
Maintain accurate customer and tenancy records in accordance with data protection requirements.Tenancy Management & Changes: 

Manage tenancy terminations in accordance with legal requirements.
Conduct exit interviews where appropriate.
Explain end-of-tenancy responsibilities, including property standards, repairs, rent liability, and key returns.
Arrange end-of-tenancy inspections and complete relevant system updates.
Manage former tenant accounts, including outstanding debts, repayment arrangements, and refunds where applicable.
Process assignments, successions, and mutual exchanges in accordance with legislation and organisational policies.
Assess eligibility and provide recommendations for tenancy changes.
Manage mutual exchange applications within statutory timescales.
Advise customers on tenancy rights and responsibilities.
Refer complex cases for legal action where appropriate.Income Management

Complete affordability and debt assessments for new tenants.
Support customers to establish payment arrangements, including Direct Debit where appropriate.
Process refunds, credits, and repayment agreements accurately and within agreed timescales.
Work collaboratively with income management teams to minimise arrears.Customer Service

Deliver a professional, responsive, and customer-focused service.
Build positive relationships with customers and stakeholders.
Handle sensitive and complex enquiries with empathy and professionalism.
Contribute to service improvements through feedback and continuous learning.
Participate in duty cover and support wider tenancy management activities when required.Performance and Compliance

Maintain accurate records and documentation.
Meet agreed service standards, KPIs, and performance targets.
Complete mandatory training and participate in personal development.
Follow organisational policies, procedures, and relevant legislation.
Support cross-departmental working to improve customer outcomes.

Person Specification:

Essential:

Knowledge of tenancy management or social housing allocations & eperience working with housing management systems or similar databases.
Good working knowledge of Microsoft Office applications.
Experience working within performance targets and service standards.
Excellent customer service and communication skills.
Strong interpersonal and relationship-building abilities.
Ability to work collaboratively with internal teams and external partners.
Excellent organisational and time management skills.
Ability to prioritise workload in a fast-paced environment.
Strong attention to detail and accuracy.
Good problem-solving and decision-making skills.
Ability to maintain accurate records and process data efficiently.
Ability to communicate complex information clearly and professionally.
Adaptable, flexible, and able to respond positively to change.Desirable:

Experience supporting customers experiencing vulnerability or crisis.
Knowledge of housing allocation systems.
Experience working with local authorities or partner agencies