Job Description:

Housing Services Officer

Loughborough Estate Management Board (LEMB) is a resident-led housing management organisation delivering housing services on behalf of the local community. Working in partnership with Lambeth Council, LEMB is committed to providing high-quality housing services, excellent customer care, community engagement, and safe, well-managed homes for tenants and leaseholders.

Position: Housing Services Officer
Reports to: Housing Services Manager
Hours: 35 hours per week

Housing Services Officer Day-to-Day Duties

• Manage a portfolio of properties and provide housing management services to tenants and leaseholders.
• Recover rent arrears, provide tenancy support, and represent the organisation in court where required.
• Manage empty properties, allocations, mutual exchanges, tenancy sign-ups, and rehousing cases.
• Handle anti-social behaviour (ASB), tenancy breaches, complaints, and resident enquiries.
• Arrange and monitor repairs to homes and communal areas.
• Support leaseholders with enquiries, repairs, notices, and statutory processes such as Right to Buy.
• Process insurance claims, compensation payments, and other housing-related applications.
• Maintain accurate records and update housing management systems.
• Work closely with contractors, local authorities, and partner agencies to deliver effective services.
• Provide reception and customer service support to residents and visitors.

Housing Services Officer Requirements

Experience & Knowledge

• Experience working in housing management, tenancy services, customer service, or a related environment.
• Understanding of housing legislation, tenancy management, leasehold services, rent recovery, and customer care.
• Knowledge of data protection, equality and diversity, and health and safety requirements.

Skills

• Excellent communication and customer service skills.
• Ability to manage a varied workload and meet deadlines.
• Strong problem-solving and decision-making abilities.
• Good numerical and administrative skills.
• Ability to work independently and as part of a team.
• Competent in Microsoft Office applications and housing management systems.

Qualifications

• Degree, relevant qualification, or equivalent experience.

Benefits

• Opportunity to work within a community-focused housing organisation.
• Varied and rewarding role supporting local residents.
• Training and professional development opportunities.
• 35-hour working week.
• Opportunity to gain experience across tenancy management, income recovery, allocations, and leasehold services.
• Supportive team environment with opportunities for career progression.