Tenancy Change Specialist at Red Kite Community Housing
This role is a key part of the Twenty11 team, acting as the main contact for rent changes and Tenancy Sustainment points. Responsibilities include managing the annual rent increase process, confirming figures with the Income Services Manager, and preparing and issuing S13 Rent Notices in line with legislation. The role also ensures rent updates are applied in the Housing Management System, supports the verification process, handles tenant queries, and provides updates in weekly operational meetings.
In addition, the position oversees the Tenancy Sustainment Licence (TSL) points process, including adding or removing points and allocating them for missed gas checks. It involves coordinating with the Income Team on direct debit and Universal Credit changes, preparing First Tier Tribunal documentation, and conducting credit checks. Throughout all tasks, the role helps ensure Twenty11’s vision, mission, and values are reflected in every aspect of service delivery.
Responsibilities
* Manage the annual rent increase process and confirm figures with the Income Services Manager.
* Prepare and issue S13 Rent Notices in line with legislation.
* Ensure rent updates are applied in the Housing Management System.
* Support the verification process and handle tenant queries.
* Provide updates in weekly operational meetings.
* Oversee the Tenancy Sustainment Licence (TSL) points process.
* Add or remove TSL points and allocate them for missed gas checks.
* Coordinate with the Income Team on direct debit and Universal Credit changes.
* Prepare First Tier Tribunal documentation.
* Conduct credit checks.
* Ensure alignment with Twenty11’s vision, mission, and values.
Qualifications, Skills & Experience
Demonstrated strong commitment to continuous learning and development, excellent time management, and the ability to work independently using own initiative. Proactive and capable of managing tasks autonomously while maintaining a high standard of performance.
Experience and knowledge:
* Sound understanding of the Renters Rights Act and housing legislation.
* Familiarity with different tenancy types.
* Experience in processing tenancy changes, Universal Credit, Housing Benefit, and their impacts.
* Understanding of the First Tier Tribunal appeal process.
Desirable qualifications and experience:
* Proficiency in Microsoft Word, Excel, Dynamics, and housing databases.
* Strong administrative and organisational skills supported by relevant qualifications.
* At least one year of experience in the social or private rented housing sector.
* High level of numeracy and solid understanding of rent changes, increases, and housing‑related financial processes.
* Tenant‑centred approach with confidentiality, tact, and diplomacy.
Additional Information
The ideal candidate is standards‑driven, dedicated to promoting equal opportunities, and fosters a supportive and forward‑thinking environment. They bring a flexible approach, a positive attitude, a strong commitment to equality, and encourage innovation and initiative in others.
* Seniority level: Not Applicable
* Employment type: Full‑time
* Job function: Accounting/Auditing, Finance, and General Business
* Industries: Housing and Community Development
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