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About the Role

Serve as the primary point of contact for residents, ensuring home safety, strong communities, and attentive service delivery. This frontline role involves customer-focused housing management for tenants and leaseholders, aiming to make the borough safer, cleaner, and fairer.

Responsibilities

• Act as a familiar and trusted contact for residents, supporting them with a wide range of housing issues.
• Perform tenancy audits, provide advice on housing options and successions, and assist residents in sustaining their homes.
• Prepare legal documentation and take necessary enforcement actions with fairness and support.
• Manage allocations and ensure timely re-letting of void properties.
• Proactively manage rent accounts and service charges.
• Agree repayment plans and offer advice on financial support options.
• Represent the Council in legal proceedings when issues cannot be resolved.
• Work with cleaning, maintenance, and grounds teams to ensure communal spaces are safe, clean, and welcoming.
• Conduct inspections, report and resolve issues like graffiti or fly-tipping, and respond to concerns.
• Lead on anti-social behaviour cases, collaborating with residents, police, and partners.
• Build relationships with residents and community groups.
• Involve residents in shaping services.
• Ensure health and safety standards are consistently met.

Requirements

• Solid, hands-on experience in housing management (tenancy and rent services, anti-social behaviour, or neighbourhood management).
• Strong understanding of housing legislation, particularly regarding social housing tenancies and ASB.
• Dynamic, adaptable, and highly organised individual capable of managing a varied caseload in a busy environment.
• Excellent people skills.
• Confidence to handle challenging situations fairly, assertively, and with empathy.
• Commitment to delivering a high-quality, resident-focused service.
• Alignment with company values: putting communities first, respecting difference, acting with integrity, and working collaboratively.
• Proven ability to deliver excellent housing services in a neighbourhood setting.
• Must possess a Standard DBS.

Skills

• Housing management
• Tenancy management
• Rent collection
• Neighbourhood management
• Anti-social behaviour case management
• Housing legislation
• Customer service
• Communication
• Conflict resolution
• Relationship building

Location

• Borough (4 days a week)

Work Type

• Full-time
• Onsite

Experience Level

• Hands-on experience in housing management

Education Level

• Degree or equivalent qualification is helpful, but proven ability is most important.

About the Company

• Kensington and Chelsea is home to diverse communities, thriving businesses, and unique local places.
• RBKC is committed to investing in its people, communities, and future.
• The Lancaster West Neighbourhood Team is a busy, supportive, and highly respected group.
• The Council is competent and caring, taking pride in delivering services with care and competence.
• The Council listens to residents, acts with integrity, and works together to build a greener, safer, and fairer borough.

Equal Opportunity

• Committed to promoting equality and respecting diversity.
• Welcome applications from all sections of the community.
• A Disability Confident Employer committed to ensuring an inclusive and accessible recruitment and selection process.