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Housing Officer Location: Bedford Salary: £36,000 per annum Vacancy Type: Full Time It matters. So we’re bringing it closer to home. Our customers have told us they want us to better understand their needs at a local level, and to be more visible in the communities we serve. We’ve listened. That’s why we’re creating new roles, strengthening our local presence, and looking for people who want to be part of what comes next. This is a varied, hands‑on role where no two days are the same. You’ll be a visible and trusted presence in your communities - supporting customers, managing tenancies proactively, and working closely with partners to help people sustain their homes and live well. We are looking for three Housing Officer to cover the following patches: · x1 Bedford (MK40, MK41 & MK44) · x1 Bedford (MK42, MK43 & MK44) · x1 Central Bedford (MK43, MK45, SG16, SG17, SG18 & SG19) What you’ll be doing You’ll take ownership of a defined patch, acting as the key point of contact for residents and ensuring services are responsive, compliant, and customer‑focused. Your responsibilities will include: Managing the full tenancy lifecycle, from sign‑up through to end of tenancy Handling tenancy changes, mutual exchanges, and investigations into tenancy breaches or fraud Supporting lettings and voids activity to minimise rent loss and turnaround times Carrying out estate inspections and addressing neighbourhood and environmental issues Managing low‑level anti‑social behaviour, neighbour disputes, and supporting more complex cases Identifying and responding to vulnerability, safeguarding, hoarding, and non‑access cases Completing person‑centred fire risk assessments and monitoring health and safety issues Investigating complaints and learning from outcomes to improve services Working in partnership with local authorities and external agencies to support customers effectively Throughout everything you do, you’ll champion Stonewater’s Customer Promise - delivering services that are respectful, personalised, and trauma‑informed. What we’re looking for You’ll bring experience of housing management or a similar customer‑facing role, along with the confidence to manage complex and sensitive situations professionally. You’ll also have: Experience of tenancy, estate management, lettings or neighbourhood services within social housing Knowledge of housing legislation, including safeguarding, ASB and welfare reform Strong communication and influencing skills, with the ability to work calmly under pressure A customer‑focused mindset, with a commitment to equality, inclusion and trauma‑informed practice Confidence using digital systems and data to manage cases and improve performance * The ability to work independently, manage competing priorities, and make sound day‑to‑day decisions You’ll also be comfortable working flexibly, including participating in an out‑of‑hours rota where required. Why join us? At Stonewater, our customer promise is “We are proud to make things personal; if it matters to our customers, it matters to us.” This role is at the heart of how we build trust with our customers. If you’re someone who takes pride in getting things right, supporting others, and making a difference through everyday interactions, we’d love to hear from you. Appointment to this role will be subject to a satisfactory Disclosure and Barring Service Check, satisfactory references and possession of a valid Right to Work document. Discover Stonewater: Stonewater is a leading housing provider. We manage around 40,000 homes, serving 93,000 customers across our portfolio of affordable properties for general rent, shared ownership and sale, alongside specialist accommodation, with an ambitious house-building programme. Our mission is to provide quality homes and services for people whose needs are not met by the open market. We’re looking for like-minded people to join our team of over 900 talented colleagues who embody our values of being ethical, ambitious, passionate, agile and commercial, as well as people who want to make a difference and transform people’s lives. We are a Disability Confident Employer and working towards accreditation for becoming a Disability Confident Leader, which allows us to record and report on disability, mental health and wellbeing in the workplace to better support our colleagues. We have also achieved accreditation for being an Advanced Employer for Investing in Ethnicity Maturity Matrix. We are committed to being a Menopause Friendly employer and working towards accreditation our Menopause Friendly accreditation. Stonewater reserve the right to bring the closing date forward should enough quality applications be received prior to the current closing date. To Apply If you feel you are a suitable candidate and would like to work for Stonewater, please click apply to be redirected to our website to complete your application

Purpose of Role To deliver a targeted, customer-focused service as part of the Council’s Crisis Resilience Fund (CRF), supporting residents experiencing or at risk of financial hardship. The postholder will be responsible for administering Crisis Support Payments and Housing Payments, while proactively engaging residents to maximise income, reduce outgoings, and improve long-term financial resilience. The role will also contribute to wider service delivery, including Housing Benefit and Council Tax Support processing and, where required, debt recovery activities. Key Responsibilities 1. Crisis Resilience Fund Delivery Process applications for Crisis Support Payments and Housing-related payments accurately and in line with policy and guidance. Make timely decisions, prioritising urgent and vulnerable cases. Ensure all awards are correctly assessed, verified, and recorded. Identify and escalate safeguarding concerns or vulnerability where appropriate. 1. Income Maximisation & Financial Support Proactively contact residents (primarily via telephone) to: Identify opportunities to increase household income (e.g. benefit entitlement, grant support). Reduce household expenditure (e.g. utilities, debt repayments, budgeting support). Provide holistic financial support advice tailored to individual circumstances. Make referrals to internal services and external partners (e.g. debt advice agencies, voluntary sector organisations such as StepChange where appropriate). Support residents in accessing sustainable financial solutions rather than short-term crisis support alone. 1. Stakeholder Engagement Liaise effectively with internal teams and external partners, including: Housing Services Adult Social Care Revenues & Benefits DWP, HMRC Advice agencies and voluntary sector organisations Build positive working relationships to support coordinated interventions for residents. Act as a key point of contact for CRF-related enquiries. 1. Performance, Reporting & Data Recording Accurately record all interventions, outcomes, and customer interactions on the relevant systems. Capture measurable outcomes, including: Additional income secured Expenditure reduced Referrals made Support reporting requirements to demonstrate the impact and effectiveness of the CRF scheme. Maintain high standards of data quality to support evidence-based decision making and service improvement. 1. Core Benefits Processing Process Housing Benefit and Council Tax Support claims and changes where required, ensuring accuracy and compliance with legislation. Prioritise urgent cases and maintain service performance standards. Identify potential fraud or error and refer appropriately. 1. Debt Prevention and Recovery (as required) Support early intervention activity to prevent debt escalation. Assist with recovery of overpayments or debts where appropriate. Promote sustainable repayment arrangements, considering customer vulnerability. 1. Customer Service & Case Management Deliver a high-quality, empathetic service to residents, including those in vulnerable or challenging situations. Manage complex cases, using judgement and discretion within policy and guidance. Communicate clearly with customers, ensuring decisions and requirements are understood. 1. Continuous Improvement Contribute to the development of CRF processes, workflows, and customer journeys. Identify trends and emerging issues affecting residents. Support service improvements, including use of data and automation tools Key Outcomes Crisis payments are processed accurately and within target timescales. Residents receive effective support that improves long-term financial resilience. Income maximisation outcomes are clearly evidenced and reported. High levels of customer satisfaction are achieved. Service performance targets are consistently met

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