Resident Services Co-ordinator

**Permanent, full time**

**Main Purpose of the Role**

The Resident Services Co-ordinator will play a key role in delivering a high-quality, responsive, and customer-focused service to residents within a supported housing environment. The role involves providing practical assistance and advice on a wide range of issues including anti-social behaviour (ASB), safeguarding, complaints, and service requests.

The postholder will build and maintain strong relationships with partners and stakeholders to ensure excellent service delivery across a defined geographical area. They will act as a trusted point of contact for residents, supporting them in accessing services, resolving issues, and achieving positive outcomes.

**Key Responsibilities**

As the Resident Services Co-ordinator, you will be responsible for delivering responsive and high-quality services to residents within your designated area. You will support new residents by providing information about local services, assisting with welfare benefit claims, and signposting to external support agencies where required.

You will conduct settling-in visits and respond to anti-social behaviour complaints, undertaking investigations, risk assessments, and developing action plans to resolve issues while ensuring victims are supported. Safeguarding will be a core responsibility, with prompt referrals to local authority teams and follow-up actions to ensure resident safety.

You will support formal complaint investigations, ensuring that responses are timely, of a high quality, while also providing guidance to residents facing licence terminations. This will include supporting residents through any appeal processes. Joint inspections with local authority representatives will also be part of your role, ensuring agreed actions are acted upon to agreed expectations.

Working closely with partner agencies, you will deliver joined-up services that support individuals and strengthen communities. You will actively promote positive outcomes for residents, including developing pathways to independent living, and attend or facilitate case conferences with statutory and voluntary organisations.

You will maintain professional relationships with managing agents to ensure accommodation and support services meet organisational standards. Resident engagement will be a key focus, including attending meetings, supporting satisfaction surveys, and using feedback to improve our services.

You will also support residents in organising activities and events to foster sustainable communities, and build relationships with key community members and external stakeholders such as local councils, safeguarding teams, policing units, and charities.

Your role will require familiarity with relevant policies, procedures, and legislation, accurate record keeping, and the use of resident insight to tailor services. You will contribute to continuous improvement through technology, best practice, and feedback, while upholding equality, diversity, GDPR, and health and safety standards, including lone working protocols.

**The desirable skills and experience for this role are**:

- Experience of working with residents in a social housing or supported housing environment
- Experience of working with residents from a range of backgrounds, some with complex needs
- An understanding of how resident engagement and involvement can lead to improved services and outcomes for customers
- Evidence of case management experience including investigating residents’ concerns about ASB and service complaints
- Experience of managing safeguarding cases including identifying warning signs
- Confidence to undertake home visits and follow safe lone working practices
- Hold a driving license with access to a vehicle.

INDMED

At Concept Housing Association, we are more than just providers of accommodation; we are innovators in social housing. Our mission is to positively impact lives by delivering safe, comfortable, and compliant homes.

We support some of the most vulnerable individuals in society, helping to meet their needs as they strive to live with dignity and in safety. Specialising in exempt housing, we offer supported accommodation to ensure our residents receive the necessary support, delivered with empathy and a resident-centred approach.

Our dedicated team, united by a shared vision, brings a wealth of experience in supporting homeless people. We are committed to delivering the very best for our residents and our partners while continually striving to meet the highest standards.

Join us at Concept Housing Association and be part of a dynamic organisation that is raising housing standards and making a real difference in the community.