Housing Engagement Officer

REPORTING TO: Resident Services Delivery Manager

PURPOSE OF POSITION

The Housing Engagement Worker will lead day-to-day resident engagement activity linked to housing services, consumer standards, complaints, feedback, Tenant Satisfaction Measures and service improvement.

The role will ensure residents have clear, accessible and meaningful opportunities to share their views, influence services and understand how their feedback is used. The postholder will support Your Place to strengthen resident voice, improve complaint learning, increase transparency and ensure resident feedback is used to improve housing and resident services.

The role will be practical, visible and resident facing. It will involve speaking with residents, running engagement sessions, supporting surveys, gathering feedback, helping residents understand complaints and service standards, and sharing resident insight with managers so services can improve.

The role will support Your Place’s commitment to the Regulator of Social Housing Consumer Standards, especially around transparency, influence, accountability, safety, quality, neighbourhood and community outcomes.

What Makes this role different

This role is different because it gives residents a stronger voice in how services are delivered and improved. It is not only about organising activities or meetings; it is about turning resident feedback, complaints, TSM results and lived experience into practical service learning.

The Housing Engagement Worker will:

• Lead resident engagement linked to housing services, complaints, consumer standards and TSMs.

• Help residents understand how to give feedback, raise complaints and influence services.

• Support resident surveys, feedback sessions, consultation activity and co-production.

• Gather and share resident insight in a clear and useful way.

• Identify themes, trends and service gaps from resident feedback.

• Work with managers to turn feedback into practical improvement actions.

• Support inclusive engagement with residents who may not usually attend meetings or formal sessions.

RESPONSIBILITIES & ACCOUNTABILITIES

Key responsibilities

• Lead inclusive, trauma-informed resident engagement across Your Place services, giving residents meaningful ways to share views on housing, repairs, complaints, safety, communication and overall service experience.

• Support co-production so residents can help shape policies, procedures, service improvements and resident-facing information.

• Help plan resident consultations on key service changes, policies and standards.

• Ensure residents understand the purpose, scope and limits of co-production activity.

• Support residents to contribute safely and confidently, including those with experience of homelessness, trauma or complex needs.

• Run and support resident meetings, listening sessions, surveys, feedback groups, consultations and co-production, including outreach to residents less likely to attend formal sessions.

• Help residents understand service standards, landlord responsibilities, Tenant Satisfaction Measures, feedback routes and complaints processes.

• Collect, record and analyse resident feedback, complaint themes, TSM insight and engagement activity to identify trends, gaps and improvement opportunities.

• Provide clear resident insight summaries to the Resident Services Delivery Manager, Quality and Assurance, Compliance, Impact Team and service leads to inform improvement and assurance.

• Support “you said, we did” updates and accessible communications that show residents how their feedback, complaints and involvement lead to change.

• Work with Housing Management, Repairs, Income, Support Services and Community Partnerships to ensure resident concerns are understood, followed up and escalated where needed.

• Promote accessibility, inclusion, dignity, confidentiality and clear professional boundaries in all engagement activity.

• Maintain simple trackers for engagement actions, feedback themes and outcomes, and contribute to reports, briefings, Board updates and consumer standards assurance.

• Work in line with Your Place values of Growth, Inclusion, Collaboration and Compassion, attending supervision, training and meetings and carrying out other duties appropriate to the role.

• Prepare reports, briefings and resident-friendly updates.

• Monitor whether agreed improvement actions are completed and communicated back to residents.

• Use feedback to support improved performance, resident experience and consumer standards assurance.

PERSON SPECIFICATION

The ideal candidate will bring the experience, knowledge, skills and personal qualities needed to support effective resident engagement and contribute positively to the wider Your Place team.

Essential Experience

• Experience working with residents, customers, service users or community members.

• Experience gathering feedback, supporting engagement activity or helping people share their views.

• Experience supporting people who may face barriers to engagement.

• Experience working across teams to support service improvement.

Essential Knowledge

• Understanding of resident engagement, feedback and co-production.

• Awareness of consumer standards and the role of resident voice in housing services.

• Awareness of complaints handling and the importance of learning from complaints.

• Understanding of equality, diversity, inclusion and accessibility.

• Awareness of trauma-informed and person-centred practice.

• Understanding of confidentiality, GDPR and professional boundaries.

Essential Skills and Abilities

• Strong communication and listening.

• Able to build resident trust.

• Explains information clearly.

• Organises meetings, sessions, surveys and feedback activity.

• Records feedback accurately and identify themes.

• Produces clear summaries, updates and reports.

• Works independently and follows actions through.

• Works with frustrated, anxious or disengaged residents.

• Good IT skills, including Microsoft Office, Forms and Excel.

Personal Qualities

• Compassionate and resident focused.

• Approachable and respectful.

• Organised and reliable.

• Curious and attentive.

• Structured and flexible.

• Inclusive and culturally aware.

• Calm under pressure.

• Improvement-focused.

Desirable Criteria

• Experience in housing, homelessness, supported accommodation or community engagement.

• Experience in administration, records, reporting or data tracking.

• Experience supporting meetings, surveys or consultations.

• Experience using feedback data to improve services.

• Awareness of Tenant Satisfaction Measures.

• Experience supporting complaints, service requests or satisfaction work

This post is subject to an Enhanced DBS check