Tenancy Services Officer

Tenancy Services Officer Based in South East London Permanent 40,000 per annum To deliver excellent customer service, ensuring all interactions with residents are proactive, positive, respectful and non-judgemental. To prioritise face-to-face and telephone engagement wherever possible. To develop and maintain positive partnerships with internal teams and external partners and stakeholders to support tenancy sustainment, community development and the delivery of high-quality housing services. To monitor and achieve key performance indicators (KPIs), maintain accurate records and provide performance information relating to tenancy management, including rent arrears, voids and allocations, anti-social behaviour and other services as required. To ensure empty properties are re-let within agreed target timescales, ensuring applicants are appropriately assessed and that lettings are suitable and sustainable. To process all tenancy changes, including successions, assignments, mutual exchanges, household changes, abandoned properties and tenancy terminations. To maximise rental income and minimise rent arrears through a proactive and holistic approach to tenancy management. To work collaboratively with the Income Team, ensuring relevant policies and procedures are followed. To undertake home visits and attend court proceedings as required. To investigate breaches of tenancy and take appropriate and proportionate action, including issuing warnings and notices, making legal referrals and attending court proceedings where necessary. To provide holistic support, advice and guidance to residents with complex housing support needs or who may be vulnerable. To promote tenancy sustainment, social and financial inclusion, and access to appropriate support to address unmet health and wellbeing needs. To manage and resolve anti-social behaviour affecting residents, focusing on addressing behaviours, managing expectations and achieving sustainab