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About the Role
The Housing Engagement Worker will lead day-to-day resident engagement activity linked to housing services, consumer standards, complaints, feedback, Tenant Satisfaction Measures, and service improvement. The role ensures residents have clear, accessible, and meaningful opportunities to share their views, influence services, and understand how their feedback is used. This role strengthens resident voice, improves complaint learning, increases transparency, and ensures resident feedback improves housing and resident services.
Responsibilities
- Lead resident engagement linked to housing services, complaints, consumer standards, and TSMs.
- Help residents understand how to give feedback, raise complaints, and influence services.
- Support resident surveys, feedback sessions, consultation activity, and co-production.
- Gather and share resident insight in a clear and useful way.
- Identify themes, trends, and service gaps from resident feedback.
- Work with managers to turn feedback into practical improvement actions.
- Support inclusive engagement with residents who may not usually attend meetings or formal sessions.
- Lead inclusive, trauma-informed resident engagement across Your Place services, giving residents meaningful ways to share views on housing, repairs, complaints, safety, communication, and overall service experience.
- Support co-production so residents can help shape policies, procedures, service improvements, and resident-facing information.
- Help plan resident consultations on key service changes, policies, and standards.
- Ensure residents understand the purpose, scope, and limits of co-production activity.
- Support residents to contribute safely and confidently, including those with experience of homelessness, trauma, or complex needs.
- Run and support resident meetings, listening sessions, surveys, feedback groups, consultations, and co-production, including outreach to residents less likely to attend formal sessions.
- Help residents understand service standards, landlord responsibilities, Tenant Satisfaction Measures, feedback routes, and complaints processes.
- Collect, record, and analyse resident feedback, complaint themes, TSM insight, and engagement activity to identify trends, gaps, and improvement opportunities.
- Provide clear resident insight summaries to the Resident Services Delivery Manager, Quality and Assurance, Compliance, Impact Team, and service leads to inform improvement and assurance.
- Support “you said, we did” updates and accessible communications that show residents how their feedback, complaints, and involvement lead to change.
- Work with Housing Management, Repairs, Income, Support Services, and Community Partnerships to ensure resident concerns are understood, followed up, and escalated where needed.
- Promote accessibility, inclusion, dignity, confidentiality, and clear professional boundaries in all engagement activity.
- Maintain simple trackers for engagement actions, feedback themes, and outcomes, and contribute to reports, briefings, Board updates, and consumer standards assurance.
- Work in line with Your Place values of Growth, Inclusion, Collaboration, and Compassion, attending supervision, training, and meetings and carrying out other duties appropriate to the role.
- Prepare reports, briefings, and resident-friendly updates.
- Monitor whether agreed improvement actions are completed and communicated back to residents.
- Use feedback to support improved performance, resident experience, and consumer standards assurance.
Requirements
- Experience working with residents, customers, service users, or community members.
- Experience gathering feedback, supporting engagement activity, or helping people share their views.
- Experience supporting people who may face barriers to engagement.
- Experience working across teams to support service improvement.
- Understanding of resident engagement, feedback, and co-production.
- Awareness of consumer standards and the role of resident voice in housing services.
- Awareness of complaints handling and the importance of learning from complaints.
- Understanding of equality, diversity, inclusion, and accessibility.
- Awareness of trauma-informed and person-centred practice.
- Understanding of confidentiality, GDPR, and professional boundaries.
- Strong communication and listening skills.
- Ability to build resident trust.
- Ability to explain information clearly.
- Ability to organise meetings, sessions, surveys, and feedback activity.
- Ability to record feedback accurately and identify themes.
- Ability to produce clear summaries, updates, and reports.
- Ability to work independently and follow actions through.
- Ability to work with frustrated, anxious, or disengaged residents.
- Good IT skills, including Microsoft Office, Forms, and Excel.
- Compassionate and resident-focused.
- Approachable and respectful.
- Organised and reliable.
- Curious and attentive.
- Structured and flexible.
- Inclusive and culturally aware.
- Calm under pressure.
- Improvement-focused.
- Experience in housing, homelessness, supported accommodation, or community engagement (Desirable).
- Experience in administration, records, reporting, or data tracking (Desirable).
- Experience supporting meetings, surveys, or consultations (Desirable).
- Experience using feedback data to improve services (Desirable).
- Awareness of Tenant Satisfaction Measures (Desirable).
- Experience supporting complaints, service requests, or satisfaction work (Desirable).
- This post is subject to an Enhanced DBS check.
Skills
- Communication
- Listening
- Building resident trust
- Explaining information clearly
- Organising meetings, sessions, surveys, and feedback activity
- Recording feedback accurately
- Identifying themes
- Producing clear summaries, updates, and reports
- Working independently
- Following actions through
- Working with frustrated, anxious, or disengaged residents
- Microsoft Office
- Microsoft Forms
- Microsoft Excel
About the Company
- Your Place is committed to the Regulator of Social Housing Consumer Standards, especially around transparency, influence, accountability, safety, quality, neighbourhood, and community outcomes.