Housing Support Worker

About the role

Role Summary

The Housing Support Worker is responsible for the delivery of the Wellbeing Service (24 hour emergency response service) during their contracted hours. The post holders principal responsibilities are as follows;-

• To respond to emergency calls from tenants, responding in accordance with agreed procedures
• To support individual tenants and leaseholders to sustain their tenancies/leases with the Society
• To ensure the scheme is safe and action any required emergency repairs and log any other
• To complete administrative tasks as directed by the Housing Officer

The post holder will ensure they understand and consistently implement the Society’s Policies and Procedures making any recommendations for changes

Salary:

£12.75 per hour

Hours of Work:

16 hours

Contract:

Permanent

Probation Period:

6 months

Notice Period:

1 month

Who are we?

We provide more than 13,000 homes across Kent, Sussex and Surrey. Over the years we have invested heavily in our homes and continue to do so as part of the Peabody Group. We promote hybrid working and have more than 300 employees based in various locations across our operating area.

Meet your Manager

"I've been with TCH for a couple of years now, and the people here really make it a great place to work!

The Housing Support team enables people to maintain their independence in their own self-contained flats.

If you enjoy making a difference to people's lives, then this role could be ideal for you!"

Sharon Davies, Housing Officer

What will you be doing?

Role Specific Responsibilities

• 24 hour ‘emergency’ Wellbeing Service
  • The post holder will respond to all emergency calls made by tenants and leaseholders using the emergency call system, responding in accordance with agreed procedures.
  • The post holder will work sensitively with tenants to ensure the call system is used for emergency issues only and support tenants to access other services they may require to enable them to sustain their tenancies.
  • Priority MUST be given to emergency calls at all times and all emergency calls must be recorded.
• Tenancy Support
  • The post holder will provide Intensive Housing Management services (on request and as directed by the Housing Officer) over and above what would usually be provided by a housing association to a tenant living in general needs housing, Tenancy Sustainment Policy refers.
  • The post holder will ensure that appropriate records are maintained relating to services provided.
• Scheme Safety and Repairs
  • The post holder will make daily ‘routine’ visual checks of all the communal areas ensuring the scheme is secure and hazard free.
  • The post holder will take appropriate action in the event of fire or other emergency in accordance with agreed policies and procedures.
  • The post holder will arrange emergency repairs where appropriate to do so in accordance with current policy and procedure, logging those repairs which are not considered an emergency for future action.
• Other Duties
  • The post holder will carry out other administrative tasks as directed by the Housing Officer.

No job description can cover every issue that arises within the post, and the post holder may be required to carry out other duties as deemed necessary, commensurate with the principal function of the post and the capability of the post holder.

General

About You

Education & Qualifications

• Enhanced Disclosure from the Disclosure and Barring Service.

Key Skills & Competencies

• Professional Practice
  • Demonstrate evidence of competence to undertake the post
  • Housing management (or similar) experience in the voluntary, public or private sectors
  • Willing to undertake training
  • Efficient and effective administrative skills
  • To demonstrate honesty, trustworthiness, reliability and respectfulness
• Internal Controls
  • Ability to manage and work within a small budget
• Health & Safety
  • Application of H&S practices
  • Health and Safety risk assessment
• Information Technology
  • Use of IT to facilitate and support improvements to services, good communications and useful Management Information
• Management of Staff & Teamwork
  • Ability to lead and motivate
  • Manage conflict
• Management of Diversity
  • Demonstrate awareness of different values, cultures and needs amongst tenants, staff and communities
  • Recognise and work to meet where possible the diverse and unique needs of each tenant
  • Strong commitment to non-discriminatory housing services
• Influencing Others
  • Ability to have ideas accepted even in the face of initial opposition
  • Negotiate effectively
• Effective Communication
  • Good communication skills – both written and verbal
  • Ability to communicate effectively at all levels within and external of the Society using appropriate styles with different groups, e.g. staff, tenants, relatives
• Leadership
  • Commitment to providing excellence in Housing Services
  • Think ahead and plan
  • Demonstrate a positive attitude towards change
• Development of Self and Others
  • Take on further responsibilities
  • Undertake relevant training and development
  • Self-motivated and keen to learn. Willing to seek guidance when needed and follow instructions
• Organisational Skills
  • Ability to prioritise
  • Problem solving abilities
  • Meet deadlines and advise of any problems early
  • Ability to function effectively under pressure and in a crisis
• Operational Requirements
  • Some flexible approach to working hours may be required
  • Ability to represent the organisation and lead and participate in a wide range of social activities

Behaviours

• Mutual Support
  • Be aware of support needed by others and identify and address any issues at an early stage where possible
  • Consider how actions could support others
  • Be prepared to give encouragement and offer assistance or advice when needed
  • Strong sense of customer focus
• Communication Skills
  • Explain things logically
  • Keep to the point
  • Style that is warm, caring and friendly
  • Express ideas confidently where required
  • Caring and compassionate towards people in need of care and support
• Interpersonal Sensitivity
  • Tailor style and service to meeting individual’s needs
  • Build rapport with customers, colleagues and staff
  • Demonstrate a pleasant, professional manner
• Judgement
  • Knowledge of how to recognise abuse and safeguarding and implement procedures where relevant
  • Ask questions to gather necessary information
  • Weigh the advantages and disadvantages of a course of action before reaching a decision
  • In the absence of all relevant information defer making a decision until all the necessary extra data is gathered, referring to others when necessary

Why Choose Us

• Contributory pension scheme 4% to 10% matched contributions
• Hybrid working
• Free onsite car parking
• Life assurance of 4x annual salary (Terms and Conditions apply)
• 30 days annual leave in addition to bank holidays
• Two volunteer days per year
• Employee assistance programme (24/7 telephone advice, information portal & face to face counselling sessions)
• Corporate eye care scheme providing free eye tests and free VDU glasses or contribution towards VDU glasses
• Extensive annual Staff Wellbeing programme
• Enhanced maternity, paternity, and shared parental leave provision
• Flexible annual benefits (for dental, healthcare, shopping vouchers, technology etc.)
• Annual flu vaccinations
• Access to an extensive range of corporate discounts on shopping, travel & days out
• Social events, including lunchtime walking, rounders, festive Fridays
• Travel loan

Our Values

Our culture is about the shared values, beliefs and behaviours that determine how we do things, then the ways and systems of working that help to get those things done.

Our new values, principles and behaviours will put customers at the heart and provide the foundation for the culture of the new organisation. Only by delivering a cohesive and customer-focused culture will we be able to achieve our purpose and priorites.

We have taken an inclusive and collaborative approach to developing the following values, working together with colleagues, customers and the Board:

Equal Opportunities Statement

TCH is an equal opportunities employer committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, gender, gender reassignment, sexual orientation, pregnancy and maternity or paternity, race or ethnicity, religion or belief, marriage and civil partnership, or caring responsibilities.

We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join TCH.

We are recognised as a ‘Disability Confident Committed Employer’. As part of this commitment, individuals who disclose at application stage that they have a disability, will be invited to interview provided they demonstrate that they meet the minimum criteria for the vacancy. Candidates will be asked if they require any support or reasonable adjustments to enable them to fully participate in the recruitment process.

Apply

Internal Applications

Please send a letter clearly demonstrating how your skills and experience meet the criteria contained on the job description and person specification to the HR inbox.

For internal staff only: Please note, if you're currently on legacy TCH, Rosebery, InTouch, Family Mosaic etc Terms and Conditions and are successful in your application, you will automatically be transferred to the new Peabody Terms and Conditions.

Additionally, if you move to a TCH role on a secondment basis, your Terms and Conditions will not change.

If you have any questions, or require further clarification, please speak to HR.

External Applications

Please complete our online application form by clicking the Apply button below. We reserve the right to bring the closing date forward, so we strongly encourage early applications.

Please note: As an employer, Town & Country Housing does not provide sponsorship as a licensed UK employer.

Key dates

Applications Close:

Tuesday, 4 November 2025

Interview Date:

Wednesday, 12 November 2025