Tenancy Officer

Organisation: London Borough of Waltham Forest

Directorate: Place / Housing

Grade: SO2

Salary: £38,934 - £40,755

Contract Type: Full-time Permanent

Working hours per week: 36 hours

Application Deadline: 07/07/2025

Proposed Interview Date(s): TBC

Reference: 1746

About Us:

Bursting with culture, energy, and opportunity, the London Borough of Waltham Forest is a fantastic and exciting place to work.

We are a highly ambitious borough. Driven by culture and the innate creativity of our residents, we have developed new and innovative ways to build our communities. Our Council is relentlessly resident-focused, insight-led, digitally driven and commercially minded; a Council focused on meeting the needs of our existing and future residents.

London Borough of Waltham Forest is one of the Mayor of London’s Good Work Standard employers. This accreditation is a proof of our commitment to creating a healthy, fair and inclusive workplace. This includes fair pay and conditions, workplace well-being, skills and progression and diversity and recruitment.

The Council’s preference is for online application. However, if you have a disability and are unable to complete an online application, please email recruitment@walthamforest.gov.uk so we can arrange an alternative application method.

About the role:

We have a fantastic opportunity for a new Tenancy Officer to join our existing Tenancy Management Service.

This role offers a real opportunity to make a difference to people’s lives on a daily basis. We’re looking for someone who focus on delivering a responsive and efficient tenancy management service to our residents. You’ll need to have excellent customer care skills and focus on delivering the best outcomes for all the resident in the area you support. You’ll need to be highly organised and proactive as this is a busy customer facing service. The role of a Tenancy Officer is varied, no two days will be the same, so it’s important that you can think on your feet.

To be successful in the role attitude and behaviour is key, there will be training available for the right candidate if they don’t have previous tenancy management experience.

The key duties of this role include:

• Working with residents experiencing a change in their circumstances to make sure they receive the necessary support.
• Delivering an outstanding service to residents taking the lead on responding to and managing a course of actions where a breach of tenancy has occurred.
• Maintain a have a high level of expertise on legislation and current good practice relating to tenancy and lease management.
• Manage a caseload of tenancy related activity to a professional standard and in line with policies and procedures.
• Lead on cases of anti-social behaviour (ASB), domestic abuse (DA), hoarding and safeguarding
• Making the best use of the valuable assets we have by supporting tenancy fraud initiatives and ensuring any empty homes are brought back in to use as quickly as possible.

We offer a great flexible benefits package, a fantastic pension, and the opportunity to work flexibly.

Diversity and Inclusion is integral to Waltham Forest and we are committed to cultivating an inclusive workplace, reflecting our customer profile where everyone is proud to be unique.

Click here to download the Role Profile

Key Responsibilities:

To apply for this role you should be able to demonstrate the following:

• Able to demonstrate knowledge of relevant housing legislation.
• Experience of housing management applied in a multi-cultural environment.
• Able to manage a complex workload and demonstrate experience of using the various tools to deal with tenancy breaches.
• Knowledge of current housing and public sector issues.
• Able to balance the needs of all key stakeholders and the ability to explain complex decisions taken by the service in a clear and concise manner.
• Creative thinking and ability to persuade influence and convince others.
• Prioritises work, manages own time productively and identifies areas requiring attention in order to achieve targets,
• Strong written, verbal and presentation skills and ability to promote the service.
• Doesn’t make assumptions, listens carefully and makes every effort to help customers to understand the advice and information given.
• Recognises confidential and sensitive information and handles discreetly and with tact.
• Looks to resolve complaints effectively at the earliest opportunity.
• Commitment to high standards of customer care and the ability to deal sensitively with a wide range of customers. Ability to draft and write complex correspondence and reports. Ability to ensure all work/actions is updated on system and uploaded on house files to enable excellent record keeping.

Qualifications and Requirements:

To be considered for this position, you should meet the following requirements:

• Numeracy and literacy qualification e.g., GCSE English and Maths or equivalent. Relevant professional qualification

Terms and conditions:

The below terms and conditions apply to this role:

• Satisfactory employment references and CIFAS identity checks;
• Satisfactory declaration of interest;
• This role is subject to safer recruitment practices as it involves work with children and/ or vulnerable adults;
• Satisfactory DBS check;
• Suitable driver’s license;

As a public authority, we must ensure that members of staff in public-facing roles are able to speak fluent English. This means that they must have a command of spoken English, with confidence and accuracy, sufficient for the effective performance of their role. This requirement does not refer to any particular English language qualifications, regional or international accents, dialects, speech impediments or the tone of conversations. It does not require staff to speak only in English.

How to Apply:

Interested candidates are invited to submit their applications online by pressing the ‘Apply’ button below. This includes a supporting statement that outlines to us how your skills and experience make you a good candidate for this vacancy.

We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.

Equal Opportunity Employer:

Waltham Forest is a diverse borough where diversity is valued and is integral to both, service delivery and employment of its staff. The Council is proud of its rich mix of communities and as the largest employer in the area, it works hard to respond to the changing needs of its population. We use our statutory duties on race, gender and disability equality and best practice in respect of age, faith and sexual orientation to ensure equality of opportunity in the workplace. The Council is committed to meeting its 4 equality objectives: - Promoting equality of opportunity - Opposing all forms of discrimination, intolerance and disadvantage - Ensuring our workforce reflects the diverse communities of Waltham Forest at all levels. - Providing fair, appropriate, accessible and excellent Services to all. Respecting Diversity is a core Council value.

To support the above and reduce the risk of bias in its recruitment activities, the council is operating an anonymous shortlisting process, which hides personal information that can identify individuals until their application has been considered for shortlisting. The council also operates a scheme whereby, for jobs graded up to and including scale SO2, internal candidates are considered first. This includes those candidates who self-identify as having a disability for the purposes of the Disability Confident scheme. For more information, please refer to our recruitment and selection policy.

We are keen to support employees to balance their working life with other commitments. Therefore, wherever possible, we will consider working arrangements that suit an individual's personal circumstances whilst still meeting the needs of the Council. If you would like to discuss the possible flexible working options that might be applicable to this role, please contact the person named below or feel free to discuss this during your interview.

For more information on the benefits of working for the Council, please visit https://www.walthamforest.gov.uk/jobs-and-training/find-jobs-and-other-opportunities/working-us.

Contact Information:

If you have any questions about this vacancy or the application process, please contact Khemba Ankhrah, Tenancy Team Leader at khemba.ankhrah@walthamforest.gov.uk or 0208 496 3000.

If you have any technical issues when trying to apply for this post, please contact our Recruitment Team via email at recruitment@walthamforest.gov.uk.

Click here for further information on the Human Resources recruitment privacy notice.