Housing Assistant

We are recruiting for a Housing Assistant to join a developing social housing service on a 12-month fixed-term contract. Working closely with Housing Officers and the wider housing team, you will provide day-to-day administrative and customer-focused support across a range of housing management activities. This is an excellent opportunity for someone with customer service experience who is looking to develop their career within the social housing sector.

The role will involve acting as a key point of contact for tenants, responding to enquiries, maintaining accurate records and supporting Housing Officers with their tenancy management responsibilities.

The position will be fully office-based during the initial training and induction period. Once training has been successfully completed, hybrid and flexible working will be available. The role will also involve patch-based work across Swansea and surrounding areas, supporting Housing Officers with their allocated neighbourhoods, tenant enquiries and tenancy-related activities.

Key Responsibilities

• Act as a first point of contact for tenants, responding to enquiries by telephone, email and other channels.
• Provide a professional, helpful and customer-focused service, resolving queries where possible and escalating more complex matters appropriately.
• Support Housing Officers with day-to-day tenancy management, caseload administration and tenancy sustainment.
• Undertake patch-based work, assisting Housing Officers with neighbourhood issues, tenant contact and property or tenancy visits where required.
• Maintain accurate tenant records and update housing management and casework systems.
• Assist with correspondence, appointments, casework and general housing administration.
• Support the management of tenancy breaches, anti-social behaviour (ASB) reports and other tenancy-related issues.
• Assist with lettings, allocations, tenancy sign-ups, tenant moves and vacant-property programmes.
• Liaise with repairs, income and other internal teams to resolve tenant queries and follow up outstanding actions.
• Support the wider team with new-build properties, voids and other housing management activities.
• Manage competing priorities effectively while working collaboratively with colleagues and taking ownership of allocated tasks.

Ideally, you will have:

• Previous customer service experience, preferably within social housing, a housing association or local authority.
• Experience dealing with customers or tenants by telephone, email or face-to-face.
• Good communication, relationship-building and organisational skills.
• Strong attention to detail and the ability to maintain accurate records.
• Experience providing administrative or casework support.
• The confidence to handle a range of enquiries, including sensitive or challenging situations.
• Good IT skills and confidence using databases or case management systems.
• The ability to manage competing priorities and work effectively as part of a team.
• A proactive, positive approach and a willingness to learn about tenancy management, housing policies and procedures.

Previous experience supporting Housing Officers or working within a tenancy management team would be highly desirable.

What's on Offer?

• Salary of approximately £27,000 per annum.
• 12-month fixed-term contract.
• Fully office-based during training and induction, with hybrid and flexible working available once training is completed.
• 30 days' annual leave, plus additional Christmas leave.
• Healthcare plan.
• Competitive pension scheme.
• Valuable experience across tenancy management, lettings, voids and tenancy sustainment.
• Patch-based experience supporting Housing Officers across Swansea and surrounding areas.
• The opportunity to develop your skills and progress your career within the social housing sector.

This is a great opportunity for a customer-focused individual looking to build their housing experience within a supportive team, gaining practical exposure to both office-based housing administration and community-based tenancy management.

If this Housing Assistant role is of interest, please apply or contact Olivia at olivia.taylor@niyaapeople.co.uk for more information.