Resident Engagement Officer - Support Services

Housing Engagement Officer, Location: Hertfordshire Salary: £29000 - £33,200 dependent on experience Contract: Permanent, Full Time

Braxfield Recruitment is delighted to be working exclusively with a leading housing provider to recruit a Housing Engagement Officer, acting as the key point of contact between the organisation, its service providers and its residents.

This is a great opportunity for a housing professional with strong tenancy and relationship-building skills to make a genuine difference to residents' day-to-day experience, working across engagement, communications, anti-social behaviour, complaints, and the management of warnings and evictions.

The Role

As Housing Engagement Officer, you'll work with the different service providers to ensure trusted relationships with residents through regular check-ins, meetings and forums, while coordinating engagement activity with internal teams and care/support providers. You'll manage resident communications, support the warnings and evictions process, respond to and record anti-social behaviour, and ensure complaints and compliments are resolved promptly and accurately. You'll also produce regular reporting on resident interactions and trends, including the annual Tenant Satisfaction Measures (TSM) survey.

Key Responsibilities

Act as the main point of contact for residents, building trusted relationships through regular check-ins, meetings and forums

Coordinate resident-focused support and engagement activity with internal teams and care/support providers

Support day-to-day warnings and evictions processes, ensuring lawful, well-documented handling, and represent the business at court hearings where required

Identify and escalate safeguarding concerns in line with the Company's Safeguarding Policy

Coordinate the resolution of resident complaints and compliments, maintaining accurate records of issues, actions and outcomes

Produce regular reporting on resident interactions, ASB and trends, including the annual TSM survey and engagement strategy

Keep the tenancy management system up to date with accurate tenant documentation and occupancy information

Occasionally work outside normal hours and travel to services, including providing cover for colleagues when needed

About You

Experience of working within housing, with a good understanding of tenancy law and tenancy management

Good understanding of the housing benefit system

Understanding of housing standards, including health & safety and fire compliance within social housing

Experience liaising and building relationships with external support servises

Excellent interpersonal and communication skills, both verbal and written

Strong conflict resolution and negotiation abilities

Ability to engage with a diverse range of residents and stakeholders

Good standard of education with good literacy, numeracy and IT skills

Full UK driving licence

Desirable

A relevant housing qualification

Experience working within a supported living environment or with vulnerable adults

Familiarity with community development principles

This is a fantastic opportunity to join an organisation that puts residents at the heart of everything it does, offering genuine scope to build lasting relationships and improve services within the community.

To apply, please submit your CV, or contact Braxfield Recruitment for a confidential conversation about the role.

Braxfield Recruitment is acting as a recruitment agency on behalf of our client for this vacancy