Housing Officer

Role overview

The Housing Officer will be based in Cork and report to the Housing Services Team Leader. This is a full-time permanent position focused on delivering a high-quality housing management service with a strong customer-first approach. The role requires a visible presence across the assigned locality and includes lettings, tenancy management, compliance with regulatory standards, and contribution to service improvement initiatives.

The postholder will work closely with the Housing Services Team Leader and wider teams to build a positive sense of community, support customer engagement, and help deliver housing services to the highest standards of professionalism and integrity. A key part of the role is ensuring that policies and procedures are applied correctly, customer needs are met, and operational targets and KPIs are achieved.

Key duties

• Support the Housing Services Manager in shaping day-to-day delivery priorities and plans for housing services, with a strong focus on service quality and customer care.
• Assist the Lettings Team so that vacant homes are allocated quickly and in line with performance targets.
• Provide housing management services in line with Tuath Tenancy Agreements and all relevant statutory obligations.
• Help reduce void rental loss by ensuring properties ready for occupation are let as promptly as possible.
• Take ownership of the customer journey from pre-tenancy through to letting within the assigned locality.
• Carry out viewings and sign-ups when requested by the Lettings Coordinator or Lettings Team Leader.
• Work collaboratively across localities and tenures, including with the CREL team, to deliver coordinated services and maintain high customer satisfaction.
• Support efficient re-letting processes to keep void periods to a minimum.
• Ensure handover packs are completed after lettings and that the property is correctly set up on the system for rent and property-related services.
• Advise customers on landlord-provided appliances, home health and safety matters, and relevant certification.
• Work with colleagues and external agencies to help vulnerable customers maintain their tenancies.
• Liaise with external partners so customers are kept informed about when homes will be ready, helping reduce rent loss.
• Identify applicants with additional needs or potential risk and coordinate with Housing Services and Tenancy Sustainment colleagues to support a joined-up onboarding process.
• Provide operational support to the Housing Services Manager on safeguarding issues, guidance, and housing policy development.
• Act promptly on tenancy breaches, including issues relating to property condition, untidy gardens, fly-tipping, abandoned vehicles, and tenancy fraud, escalating serious matters when required.
• Use complaints and customer satisfaction feedback to drive service improvements and ensure all customers are treated fairly, respectfully, and in line with their individual needs and protected characteristics.
• Respond to customer complaints and enquiries in a timely and professional manner.
• Discuss environmental improvement matters with customers and support local estate meetings, safety initiatives, and regeneration or improvement works.
• Help foster pride, ownership, and belonging within communities and schemes.
• Implement housing policies and procedures and monitor compliance so that operational activity remains lawful, policy-compliant, and aligned to customer needs.
• Work with internal teams to ensure housing services are delivered on time, within budget, and in a way that supports customer aspirations.

Organisational responsibilities

• Contribute input to operational plans.
• Work collaboratively and supportively, keeping professional knowledge current and assisting colleagues when needed.
• Prepare statistical information, data, and testimonials for the annual report.
• Promote strong communication, excellent service standards, and continuous improvement across the organisation.
• Build and maintain productive relationships and networks with colleagues, external organisations, and agencies to strengthen service delivery.

Health and safety

• Carry out all work safely and in line with the Association’s Health and Safety Policy.
• Ensure relevant risk assessments are in place and that colleagues understand and follow any specific safety instructions.
• Where required, make sure appropriate personal protective equipment is used.
• Ensure team members understand any risks associated with their work and follow relevant safety measures.

Additional information

This role description is intended to outline the usual scope of the position, but it is not exhaustive. Other duties of a similar nature and responsibility may be assigned from time to time. The postholder will be accountable for a mix of the objectives listed above and annual KPIs, depending on organisational needs.

Working arrangements

This is a full-time permanent role based in Cork, County Cork, Ireland.