Neighbourhood Officer

Torus is seeking a dedicated and community-focused **Neighbourhood Housing Officer **to join our team in St Helens. As a key figure in managing a designated “patch” of housing stock, you will provide essential housing management services, fostering strong relationships between tenants and Torus. This role places you at the forefront of tenancy management, where you will act as an ambassador for Torus, building positive connections with residents, collaborating with internal teams, and liaising with external agencies to ensure our neighborhoods remain clean, safe, and well-maintained.

In addition to addressing tenancy-related matters, you will conduct estate inspections, identify necessary improvements, and manage tenancy breaches as they arise. You’ll be responsible for meeting key performance targets while contributing directly to Torus’s corporate objectives and delivering top-quality service to our communities.

If you are committed to making a positive impact in the community and excel in a role that balances relationship-building and operational responsibility, we would love to hear from you.

**Responsibilities**:

- Responsible for property and tenancy management within your property portfolio, providing advice and information to tenants, residents, and others on tenancy and estate management.
- Carry out tenancy management tasks such as handling abandoned properties, relationship breakdowns, unauthorised occupation, subletting, tenancy fraud, and access issues.
- Undertake a range of visits, including accompanied viewings, tenancy audits, exchange inspections, new tenancy visits, starter tenancy reviews, and evictions.
- Monitor and use neighborhood data to direct resources to areas presenting the greatest business risk.
- Discharge all legal, regulatory, and insurance responsibilities on behalf of the company regarding your property portfolio.
- Establish and maintain productive relationships with external partners, elected officials, and agencies; represent Torus at relevant meetings, including outside normal hours when necessary.
- Assess tenant needs for low to medium risk of tenancy failure and implement positive interventions or signpost to external support agencies as appropriate.
- Manage a caseload to promote independent living and tenancy sustainment, closing cases when appropriate.
- Take a holistic approach to tenancy sustainment in your caseload, addressing needs assessments, risk reduction, income maximisation, and adherence to tenancy conditions.
- Actively manage cases involving anti-social behavior and other tenancy breaches.
- Triage all ASB and hate crime cases in line with company service standards.
- Oversee the neighborhood, proactively addressing issues affecting demand and costs, in liaison with Safer Estates Enforcement Officers, Tenant Involvement Team, and Support Network.
- Assist in designing neighborhood improvements, including estate-based enhancements, property or estate redesign, and optimal property use.
- Coordinate with Tenancy Sustain Officers to ensure tenancy compliance and cost-effectiveness.
- Work with Income Teams to maximise revenue for the company.
- Prepare and serve Notices for tenancy condition breaches as appropriate.
- Liaise with Development and Assets teams to identify neighborhood issues and support improvements.
- Collaborate with the Safer Estates Team Leader and Enforcement Officers on escalated ASB cases.
- Promote tenant and resident engagement in Torus service delivery and decision-making.
- Maintain or improve tenant/resident satisfaction through effective case management, clear communication, and proportionate action.
- Develop and maintain up-to-date knowledge of legislation, policy, and practices relevant to the role, participating actively in training and development provided by Torus.

**Skills & Experience**:

- Have CIH Level 3 or the willingness to work towards.
- Experience of managing housing stock or delivering a service to clients.
- Knowledge of housing legislation and ability to research knowledge.
- Ability to manage professional relationships with tenants including challenging non-compliance and low to medium support needs.
- Experience of managing nuisance and ASB cases.
- A proactive, professional, commercial and resilient approach, able to work well at pace and produce innovative solutions.

**Interview Process**:
**Additional Information**:
Each successful applicant will be required to complete the following pre-employment checks prior to a start date being agreed:

- Right to work verification
- Qualification certificate check
- 2x Completed references
- OH Health Questionnaire - Fit For Work
- DBS check (if required for role) Completion of all new starter documentation including signed T&C’s