Decant Officer Location: Staines OR Ealing – Hybrid Working Salary: £34,800 - £36,631 Contract Type; Fixed Term Contract -12 Months Hours: 35 hours a week – Monday to Friday DBS Level- Standard Driving: Full UK driving licence and own vehicle essential About the Role We’re looking for a highly organised and customer‑focused Decant Officer to deliver high‑quality, cost‑effective and compassionate decant management services to A2Dominion residents temporarily moving from their homes. In this role, you will oversee the end‑to‑end decant journey, ensuring clear communication, excellent customer service, and effective partnership working across internal departments and external agencies. This is an ideal opportunity for someone who thrives in a fast‑paced environment, enjoys problem‑solving, and is passionate about delivering a positive resident experience. Key Responsibilities * Manage the full resident decant journey, ensuring regular, supportive, and clear communication. * Liaise with internal and external partners to ensure decants are delivered efficiently and cost‑effectively. * Influence internal decision‑making around decant requirements and solutions. * Co‑ordinate and lead stakeholder meetings to ensure effective management of decanted properties. * Ensure compliance with tenancy agreements, policies, procedures and performance targets. * Report on decant activity and performance against agreed KPIs. * Identify trends and themes, proposing proactive improvements. * Work with relevant teams where legal action is required * Act as the primary contact for decant‑related enquiries and complaints. * Maintain accurate system updates and robust manual records to support high‑quality customer and case management * Support diverse residents with additional or complex needs, referring them to appropriate internal or external support services. More About You * GCSEs (Maths & English A–C or equivalent) * CIH qualification (or willingness to work towards) * Strong problem‑solving skills and understanding of complex customer needs * Knowledge of landlord repair obligations * Understanding of business improvement processes * Excellent organisational skills and robust record‑keeping * Confident communicator, both written and verbal * Able to work under pressure, prioritise effectively and meet deadlines * Demonstrated ability to influence decision‑making * Ability to build strong and effective relationships with internal and external partners * Full UK driving licence and access to a car About Us A2Dominion is more than a housing provider. We are a not‑for‑profit organisation with a clear social purpose: creating homes and communities people love to live in. With over 38,000 homes across London and Southern England, we reinvest our profits into building more affordable homes and delivering services that make a genuine difference. As part of the G15 group, we are proud to contribute to tackling the housing crisis and supporting thriving communities. Choosing us is Easy As an A2Dominion employee, you’ll enjoy a meaningful role with the flexibility, support, and benefits you need to thrive. For this role, our offer includes: * 25 days’ holiday (plus Bank Holidays), rising to 28 days after 3 years’ service. * Up to 8% contributory pension * A generous annual wellbeing allowance of up to £300 for health and lifestyle benefits for you and your family * Access to a wide range of staff discounts Diversity & Inclusion We’re proud to be a Disability Confident Employer and welcome applications from people of all backgrounds. Our recruitment process is inclusive and accessible, and we guarantee an interview to disabled applicants who meet the minimum criteria. Reasonable adjustments are available throughout the process - just contact our Resourcing Team at resourcing@a2dominion.co.uk We know some people hesitate to apply if they don’t meet every requirement. If that’s you, we encourage you to apply if your skills and experience align – please get in touch with us to talk it through. At A2Dominion, we value diversity, embrace flexibility, and are a family-friendly employer. Everyone belongs here. Join us and help make a lasting difference in the lives of our customers Becci Zapala is managing this vacancy – Becci.zapala@a2dominion.co.uk