Voids and Lettings Officer
Department: Housing Services
Location: Local Office Bases - multiple sites
Grade/Salary: £36,371.85 to £38,501.65
Reports To: Neighbourhood Response Manager
Contract Type: Permanent / Full-Time (35 hours per week) No hybrid working
Job Purpose
To manage the end-to-end process of voids and lettings to ensure Eastend Homes properties are re-let quickly, cost-effectively, and in line with legal and regulatory requirements. The postholder will support the organisation’s commitment to providing high-quality homes and excellent customer service to new and transferring tenants, aligning your work with Eastend Homes’ values:
* We Care – by supporting victims, vulnerable people, and communities affected by ASB and safeguarding risks.
* We Are Trusted – by acting with professionalism, integrity, and a commitment to fairness.
* We Are Improving – by using data, feedback, and learning to strengthen services.
* We Are Listening – by being responsive to residents’ concerns and tailoring support to individual needs.
Key Responsibilities
1. Void Management
* Coordinate all activities relating to the voids process from tenancy termination through to re-letting.
* Liaise with internal teams and contractors to ensure timely completion of void works and compliance with re-let standards. Escalating issues where delays experienced.
* Inspect void properties alongside technical support officers to assess works required and ensure value for money on repairs.
* Maintain up to date information on systems to enable scrutiny of the process used, current position on voids status across the organisations portfolio.
* Monitor key performance indicators (KPIs) related to void turnaround times and cost, implementing service improvements where needed.
Lettings Allocations
* Manage lettings in accordance with Eastend Homes’ allocation policies and relevant legislation.
* Liaise with local authority nomination teams (e.g. Tower Hamlets) to match prospective tenants to suitable properties.
* Conduct accompanied viewings and tenancy sign-ups alongside the Neighourhood Response Officer, providing information to ensure smooth handover, ensuring new tenants receive appropriate advice and support.
* Carry out pre-tenancy assessments and affordability checks to minimise tenancy failure.
3. Customer Service and Communication
* Provide high-quality and responsive services to prospective, new, and transferring tenants.
* Deal sensitively and efficiently with customer enquiries regarding available properties, eligibility, and the lettings process.
* Deliver pre-tenancy advice and ensure tenants understand their rights and responsibilities.
4. Compliance and Administration
* Maintain accurate and timely records using Eastend Homes’ housing management systems.
* Ensure all documentation, including tenancy agreements and statutory safety certificates, are complete and compliant.
* Support internal audits and performance reporting.
Person Specification
All criteria below are essential unless marked as desirable.
1. Experience
* Proven experience in voids and lettings management within a social housing or local authority setting.
* Experience of working with contractors and maintenance teams to coordinate void works.
* Desirable: Experience in tenancy sustainment or homelessness prevention work.
2. Knowledge
Skills
* Strong understanding of housing allocations policies and relevant legislation (e.g. Housing Act 1996, homelessness duties).
* Excellent organisational and time management skills.
* Good interpersonal skills, with the ability to deal sensitively with vulnerable customers.
* IT literacy, including experience using housing management software (e.g., Northgate or Civica).
* Desirable: Knowledge of the local housing market and challenges in East London.
* Desirable: Ability to speak a community language (e.g. Bengali, Somali) is an asset.
Personal Qualities
* Committed to Eastend Homes’ values:
* We Care – empathetic and supportive in all resident interactions.
* We Are Trusted – acts with fairness, transparency, and confidentiality.
* We Are Improving – takes initiative, welcomes feedback, and strives for excellence.
* We Are Listening – values resident voice and adapts approach based on need.
* A customer-focused approach with a commitment to equality, diversity, and inclusion.
* Proactive, solution-focused attitude with a drive to improve services and outcomes.