Key Responsibilities and Required Skills for a Housing Assistant

🎯 Role Definition

A Housing Assistant serves as a crucial front-line representative for a housing organization, acting as the primary point of contact for tenants and prospective residents. This role is fundamental to the day-to-day operations of housing management, blending administrative duties, customer service, and property oversight. The Housing Assistant ensures that tenancies are managed effectively, properties are well-maintained, and residents receive the support they need to sustain their homes. They are the backbone of a successful housing service, directly contributing to the well-being of the community and the operational efficiency of the organization.

📈 Career Progression

Typical Career Path

Entry Point From:

Customer Service Representative
Administrative Assistant
Community Support Worker or Caseworker

Advancement To:

Housing Officer or Tenancy Officer
Property Manager
Tenancy Sustainment Officer

Lateral Moves:

Leasing Consultant
Community Engagement Coordinator
Resident Services Coordinator

Core Responsibilities

Primary Functions

Act as the first point of contact for all resident inquiries, providing timely and accurate information on rent, repairs, tenancy issues, and community matters via phone, email, and in-person visits.
Process and assess housing applications, ensuring all required documentation is complete and eligibility criteria are met in accordance with organizational policies and fair housing laws.
Manage the end-to-end lettings process, including advertising available properties, conducting viewings, and preparing and executing new tenancy agreements.
Conduct thorough pre-tenancy checks, including reference verification and right-to-rent assessments, to ensure compliance and mitigate risk.
Administer the rent and service charge accounts, including processing payments, setting up direct debits, and managing adjustments or corrections.
Proactively monitor rent arrears, making initial contact with tenants in debt to arrange and negotiate realistic repayment plans.
Log, assign, and monitor repair requests from residents, liaising with maintenance staff and external contractors to ensure work is completed to a satisfactory standard and within target timescales.
Maintain comprehensive and meticulously accurate records of all tenant interactions, property details, and case management activities using the organization's housing management software.
Assist in the management of void properties by coordinating cleaning, repairs, and inspections to minimize turnaround times and loss of rental income.
Conduct regular property inspections and estate walkabouts to identify health and safety issues, potential hazards, or breaches of tenancy agreements.
Provide administrative support for legal actions related to tenancy breaches or arrears, including preparing documentation and case files for Housing Officers.
Address and investigate low-level anti-social behavior and neighbor disputes, attempting informal resolution and escalating complex cases to the appropriate team.
Support residents by signposting them to external support agencies for issues such as financial hardship, employment, and well-being.
Assist with the coordination of resident involvement and community engagement activities, helping to foster a positive and inclusive community environment.
Manage the tenancy termination process, including conducting pre-termination visits, calculating final charges, and ensuring a smooth handover of the property.
Update and manage waiting lists for housing applications, ensuring data integrity and providing applicants with regular status updates.
Prepare and distribute resident communications, including newsletters, rent statements, and important notices regarding service changes or property access.
Process invoices and purchase orders related to property maintenance and other housing management expenditures.
Handle initial complaints, aiming for a first-contact resolution and escalating to senior staff or the formal complaints team when necessary.
Uphold and promote all health and safety regulations across residential properties, reporting any concerns or incidents promptly.

Secondary Functions

Assist with ad-hoc reporting on tenancy statistics, arrears levels, and void periods for management review and service improvement.
Contribute to the continuous improvement of housing services by providing feedback on processes, resident experiences, and system efficiencies.
Collaborate with maintenance, finance, and community support teams to ensure a holistic and efficient service delivery for residents.
Participate in team meetings, training sessions, and performance reviews to support departmental goals and personal development.

Required Skills & Competencies

Hard Skills (Technical)

Proficiency in specialized housing management software (e.g., MRI, Yardi, Orchard, Northgate).
Strong command of the Microsoft Office Suite, particularly Word, Excel, and Outlook for communication, reporting, and record-keeping.
Solid understanding of relevant housing legislation, tenancy law, and landlord-tenant regulations.
Experience with rent arrears management techniques and knowledge of welfare benefits systems.
Accurate and efficient data entry and database management skills.
Basic financial acumen for processing payments, invoices, and managing rent accounts.

Soft Skills

Exceptional interpersonal and communication skills, with the ability to engage respectfully and effectively with a diverse range of people.
Strong conflict resolution and negotiation abilities, remaining calm and professional in challenging situations.
High level of empathy and emotional intelligence to support vulnerable residents with sensitivity.
Excellent organizational and time-management skills, with the capacity to prioritize a demanding and varied workload.
Resilience and the ability to work effectively under pressure in a fast-paced environment.
Meticulous attention to detail to ensure accuracy in legal documents, financial records, and resident data.
A proactive and solution-oriented mindset, with the ability to use initiative to solve problems.

Education & Experience

Educational Background

Minimum Education:

High School Diploma or GED equivalent.

Preferred Education:

Associate's or Bachelor's Degree.

Relevant Fields of Study:

Social Work
Public Administration
Business Administration
Urban Studies

Experience Requirements

Typical Experience Range: 1-3 years of experience in a customer-facing administrative or support role.

Preferred: Preference for candidates with direct experience in social housing, property management, lettings, or a high-volume customer service environment dealing with complex client needs.