Neighbourhood Officer

About the role

Role Summary

• To provide a comprehensive customer focused neighbourhood housing service.

• Support the Area Neighbourhood Manager and Neighbourhood Managers in providing services to tenants and neighbourhoods. To ensure properties and estates are well managed and maintained ensuring high levels of customer satisfaction with Neighbourhood Services.

• Represent TCH in the community, liaising with residents, strategic partners and other agencies.

• To manage properties in accordance with the policies and procedures of TCH including managing low level anti-social behaviour, tenancy management and estate management.

• To work with internal teams and external agencies to ensure tenancy terms and conditions are enforced. Ensuring we engage with tenancy sustainment, to include support as a preventative tool.

Salary:

£31,160

Hours of Work:

35

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

"As an Area Neighbourhood Manager, I’m proud to lead a frontline housing service that puts our residents and communities at the heart of everything we do. My role is all about supporting our neighbourhood teams to deliver quality Tenancy Management Service which ensures residents receive a responsive and compassionate service.

No two days are the same in frontline housing. From supporting residents with tenancy issues, to working closely with partners on ASB, safeguarding, and community wellbeing, the work is incredibly varied and rewarding. I’m passionate about creating neighbourhoods where people feel secure, listened to, and respected, and I’m committed to making sure our teams have the tools and support they need to make a real difference.

What I enjoy most is seeing the positive impact we can have—whether that’s helping someone sustain their tenancy, resolving a complex case, or improving the quality of life in a community. I’m proud to work with such dedicated colleagues who go above and beyond for our residents every day."

Area Neighbourhood Manager

What will you be doing?

Role Specific Responsibilities

• The tenancy and estate management of general need properties including the day to day management of a defined number of properties.

• Ensure the effective management of empty properties by implementing pre-void inspections and new tenant sign ups within target timescales.

• Undertake home visits and interviews to advise and resolve housing management issues, including tenancy issues or breaches of tenancy.

• Undertake tenancy audits in accordance with KPI’s each year to ensure that our tenancy records hold up to date information on household members and contact details, including e-mail addresses.

• Actively work with other agencies, both voluntary and statutory to provide added value to the service.

• Use a range of IT and management systems effectively ensuring up to date recording and processing of data and implement new systems as required.

• Carry out procedures and administration relating to tenant rights including mutual exchanges and tenancy name changes.

• Produce reports and maintain up to date, clear records and statistics in relation to all duties including computer records.

• Attend evening meetings and be flexible to work outside core working time.

General

• To adhere to the equality, diversity and inclusion policy and actively promote equality of opportunity wherever possible.

• Recognise, respect, and promote the different roles and diversity of individuals.

• To actively contribute towards the key performance indicators and professional standards.

• Work in accordance with the General Data Protection Regulations (GDPR) and Data Protection Law and be responsible for the integrity of personal information you process. This may include identifying anomalies in data and investigating and correcting them where appropriate. Ensure you attend training on data protection regularly.

• To be responsible for your own health and safety and that of your colleagues, in accordance with the Health and Safety at Work Act (1974) and relevant EC directives.

• To participate in training, attend other meetings, and staff events as required.

• Be an effective member of your team, presenting a positive impression of your section and the Group.

• Take responsibility for recognising and recording customer complaints, however made, and ensure that any complaints allocated to you are responded to within policy requirements.

• Maintain professional curiosity in all interactions with residents, be aware of and report and record any potential safeguarding issues promptly and appropriately.

• Maintain awareness of budget requirements and value for money while delivering your role.

• Consider and highlight any risk to the organisation or individuals whilst delivering your role.

• Consider resident feedback (the resident voice) in all service delivery, using data and insight and actively engaging with residents to understand their needs, views and priorities and tailor services accordingly.

• This role will involve visiting other offices and stock and you will be required to have your own car and full driving licence.

About You

Education & Qualifications

• Previous experience managing social housing stock - Desirable

• Full driving licence and access to own transport - Essential

Key Skills & Competencies

• Ability to communicate with a range of stakeholders face to face, in writing and on the telephone - Essential

• Ability to produce clear and concise written reports - Desirable

• Ability to work on own initiative and initiate new ideas - Essential

• Demonstratable achievements in dealing with cases of anti social behaviour - Desirable

• Self-motivated with the ability to prioritise workload and be effective in time management - Essential

• Effective use of IT management systems, Word, Excel and Outlook - Essential

• Effective use of Social Housing Management Systems - Desirable

• Ability to be flexible in approach to changes in the working environment - Essential

• Demonstratable achievements in improving services for customers, and in motivating others to deliver excellent services - Desirable

• Demonstrated ability to build and sustain effective external networks - Desirable

• Knowledge of housing policy and good practice in the sector - Desirable

• Commitment to equal opportunities and customer engagement - Essential

• A passion for innovation and best practice - Desirable

• Personal resilience and a high degree of self confidence and determination - Essential

• Personal commitment to a culture that emphasises continuous improvement through staff development and personal growth - Essential

• Excellent communication skills - Essential

Behaviours

• The strength and drive to meet high standards and commit to challenging goals and objectives - Essential

• Ability to analyse information and data logically and reach sound conclusions. Understand the business environment of Town & Country - Desirable

• The desire to address the needs of customers in a way that shows commitment to excellent customer service, seeking feedback to drive product improvement - Essential

• Evaluates and reviews work to meet high personal standards that consistently meet or exceed expectations - Essential

• The ability to interact and build productive relationships internally and externally - Essential

• Communicates effectively and professionally, projecting a positive impact on recipients - Essential

• The ability to develop professional curiosity - Essential

• Ability to think innovatively while assessing risks and opportunities in a measured way - Desirable

• Demonstrates resilience in pressured and stressful situations - Essential

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 recruitment@tch.org.uk.

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:

Friday, 3 April 2026

Interview Date:

Friday, 10 April 2026