Housing Officer (Southampton)

Stonewater

3d•Hybrid

About The Position

This is a varied, hands‑on role where no two days are the same. You’ll be a visible and trusted presence in your communities - supporting customers, managing tenancies proactively, and working closely with partners to help people sustain their homes and live well. You’ll take ownership of a defined patch, acting as the key point of contact for residents and ensuring services are responsive, compliant, and customer‑focused. Throughout everything you do, you’ll champion Stonewater’s Customer Promise - delivering services that are respectful, personalised, and trauma‑informed.

Requirements

Experience of housing management or a similar customer‑facing role
Confidence to manage complex and sensitive situations professionally
Experience of tenancy, estate management, lettings or neighbourhood services within social housing
Knowledge of housing legislation, including safeguarding, ASB and welfare reform
Strong communication and influencing skills, with the ability to work calmly under pressure
A customer‑focused mindset, with a commitment to equality, inclusion and trauma‑informed practice
Confidence using digital systems and data to manage cases and improve performance
The ability to work independently, manage competing priorities, and make sound day‑to‑day decisions
Comfortable working flexibly, including participating in an out‑of‑hours rota where required

Nice To Haves

May require specific qualifications, skills, knowledge, and behaviours to meet the Competence and Conduct Standard for Social Housing. If not already qualified, there may be an expectation to study towards a professional qualification.

Responsibilities

Managing the full tenancy lifecycle, from sign‑up through to end of tenancy
Handling tenancy changes, mutual exchanges, and investigations into tenancy breaches or fraud
Supporting lettings and voids activity to minimise rent loss and turnaround times
Carrying out estate inspections and addressing neighbourhood and environmental issues
Managing low‑level anti‑social behaviour, neighbour disputes, and supporting more complex cases
Identifying and responding to vulnerability, safeguarding, hoarding, and non‑access cases
Completing person‑centred fire risk assessments and monitoring health and safety issues
Investigating complaints and learning from outcomes to improve services
Working in partnership with local authorities and external agencies to support customers effectively