🚀 Voids and Lettings Officer - Housing Association

Voids and Lettings Officer - MUST HAVE SOCIAL HOUSING EXPERIENCE

Department: Housing Services

Location: Local Office Bases - multiple sites

Grade/Salary: £ to £

Reports To: Neighbourhood Response Manager

Contract Type: Permanent / Full-Time (35 hours per week) No hybrid working

Job Purpose

To manage the end-to-end process of voids and lettings to ensure Eastend Homes properties are re-let quickly, cost-effectively, and in line with legal and regulatory requirements. The postholder will support the organisation’s commitment to providing high-quality homes and excellent customer service to new and transferring tenants, aligning your work 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

1. Void Management

• Coordinate all activities relating to the voids process from tenancy termination through to re-letting.
• Liaise with internal teams and contractors to ensure timely completion of void works and compliance with re-let standards. Escalating issues where delays experienced.
• Inspect void properties alongside technical support officers to assess works required and ensure value for money on repairs.
• Maintain up to date information on systems to enable scrutiny of the process used, current position on voids status across the organisations portfolio.
• Monitor key performance indicators (KPIs) related to void turnaround times and cost, implementing service improvements where needed.

Lettings Allocations

• Manage lettings in accordance with Eastend Homes’ allocation policies and relevant legislation.
• Liaise with local authority nomination teams (e.g. Tower Hamlets) to match prospective tenants to suitable properties.
• Conduct accompanied viewings and tenancy sign-ups alongside the Neighourhood Response Officer, providing information to ensure smooth handover, ensuring new tenants receive appropriate advice and support.
• Carry out pre-tenancy assessments and affordability checks to minimise tenancy failure.

3. Customer Service and Communication

• Provide high-quality and responsive services to prospective, new, and transferring tenants.
• Deal sensitively and efficiently with customer enquiries regarding available properties, eligibility, and the lettings process.
• Deliver pre-tenancy advice and ensure tenants understand their rights and responsibilities.

4. Compliance and Administration

• Maintain accurate and timely records using Eastend Homes’ housing management systems.
• Ensure all documentation, including tenancy agreements and statutory safety certificates, are complete and compliant.
• Support internal audits and performance reporting.

Person Specification

All criteria below are essential unless marked as desirable.

1. Experience

• Proven experience in voids and lettings management within a social housing or local authority setting.
• Experience of working with contractors and maintenance teams to coordinate void works.
• Desirable: Experience in tenancy sustainment or homelessness prevention work.

2. Knowledge

Skills

• Strong understanding of housing allocations policies and relevant legislation (e.g. Housing Act 1996, homelessness duties).
• Excellent organisational and time management skills.
• Good interpersonal skills, with the ability to deal sensitively with vulnerable customers.
• IT literacy, including experience using housing management software (e.g., Northgate or Civica).
• Desirable: Knowledge of the local housing market and challenges in East London.
• Desirable: Ability to speak a community language (e.g. Bengali, Somali) is an asset.

Personal Qualities

• Committed to Eastend Homes’ values:
• We Care – empathetic and supportive in all resident interactions.
• We Are Trusted – acts with fairness, transparency, and confidentiality.
• We Are Improving – takes initiative, welcomes feedback, and strives for excellence.
• We Are Listening – values resident voice and adapts approach based on need.
• A customer-focused approach with a commitment to equality, diversity, and inclusion.
• Proactive, solution-focused attitude with a drive to improve services and outcomes.