Job Description

Voids and Lettings Officer

Department:

Housing Services

Location:

Local Office Base

Grade/Salary:

36,371.85 to 38,501.65

Reports To:

Neighbourhood Response Manager

Contract Type:

Permanent / Full-Time (35 hours per week)

Job Purpose

To manage the end-to-end process of voids and lettings to ensure Eastend Homes properties are re-let quickly, cost-effectively, and in line with legal and regulatory requirements. The postholder will support the organisation's commitment to providing high-quality homes and excellent customer service to new and transferring tenants, aligning your work with Eastend Homes' values:

o We Care - by supporting victims, vulnerable people, and communities affected by ASB and safeguarding risks.

o We Are Trusted - by acting with professionalism, integrity, and a commitment to fairness.

o We Are Improving - by using data, feedback, and learning to strengthen services.

o We Are Listening - by being responsive to residents' concerns and tailoring support to individual needs.

Key Responsibilities

1. Void Management

Coordinate all activities relating to the voids process from tenancy termination through to re-letting.

Liaise with internal teams and contractors to ensure timely completion of void works and compliance with re-let standards. Escalating issues where delays experienced.

Inspect void properties alongside technical support officers to assess works required and ensure value for money on repairs.

Maintain up to date information on systems to enable scrutiny of the process used, current position on voids status across the organisations portfolio.

Monitor key performance indicators (KPIs) related to void turnaround times and cost, implementing service improvements where needed.

2. Lettings Allocations

Manage lettings in accordance with Eastend Homes' allocation policies and relevant legislation.

Liaise with local authority nomination teams (e.g. Tower Hamlets) to match prospective tenants to suitable properties.

Conduct accompanied viewings and tenancy sign-ups alongside the Neighourhood Response Officer, providing information to ensure smooth handover, ensuring new tenants receive appropriate advice and support.

Carry out pre-tenancy assessments and affordability checks to minimise tenancy failure.

3. Customer Service and Communication

Provide high-quality and responsive services to prospective, new, and transferring tenants.

Deal sensitively and efficiently with customer enquiries regarding available properties, eligibility, and the lettings process.

Deliver pre-tenancy advice and ensure tenants understand their rights and responsibilities.

4. Compliance and Administration

Maintain accurate and timely records using Eastend Homes' housing management systems.

Ensure all documentation, including tenancy agreements and statutory safety certificates, are complete and compliant.

Support internal audits and performance reporting.

Person Specification

All criteria below are essential unless marked as desirable.

1. Experience

Proven experience in voids and lettings management within a social housing or local authority setting.

Experience of working with contractors and maintenance teams to coordinate void works.

Desirable: Experience in tenancy sustainment or homelessness prevention work.

2. Knowledge

Strong understanding of housing allocations policies and relevant legislation (e.g. Housing Act 1996, homelessness duties).

Excellent organisational and time management skills.

Good interpersonal skills, with the ability to deal sensitively with vulnerable customers.

IT literacy, including experience using housing management software (e.g., Northgate or Civica).

Desirable: Knowledge of the local housing market and challenges in East London.

Desirable: Ability to speak a community language (e.g. Bengali, Somali) is an asset.

Committed to Eastend Homes' values:

o We Care - empathetic and supportive in all resident interactions.

o We Are Trusted - acts with fairness, transparency, and confidentiality.

o We Are Improving - takes initiative, welcomes feedback, and strives for excellence.

o We Are Listening - values resident voice and adapts approach based on need.

A customer-focused approach with a commitment to equality, diversity, and inclusion.

Proactive, solution-focused attitude with a drive to improve services and outcomes.

Able to work flexibly, including occasional evenings or weekends.

Enhanced DBS clearance required.

Desirable: A full driving licence and access to a vehicle or ability to travel via public transport

Job Types: Full-time, Permanent

Pay: 36,372.00-38,502.00 per year

Work Location: In person