Resident Involvement Officer

Employer:

Dartford Borough Council

Salary:

£41,815 PA rising to £44,341 PA following 12 months satisfactory performance

Location:

Kent

Contract:

Permanent

Working Pattern:

Full Time

Hours:

37 hours per week. Monday to Friday. Free Parking. Flexi-time available.

DBS Check:

Yes

Closing Date:

08/07/2026 at 23:59

Reference:

DBC/RIO26

Dartford Housing Services really value the contribution our staff make and in return, we offer the opportunity to ‘make a difference’ and go home at the end of the day with a very real feeling of accomplishment. We are looking for an enthusiastic, self-motivated and organised professional who is looking for a challenging role in a busy housing office environment and join our Housing Team to improve communications with residents, help drive up tenant satisfaction levels and increase participation.

You will:

Be experienced in customer involvement/resident communications

Have knowledge of legislation surrounding resident consultation, Regulation of Social Housing (including Tenant Satisfaction Measures, and Consumer Standards) and Complaint Handling (including the Housing Ombudsman Service)

Be passionate about housing and customer service excellence and will be a significant contributor to our vision of being the best Housing Landlord Service in Kent.

Key areas of responsibility will include:

To make a positive contribution to improving communications with residents, driving up tenant satisfaction levels and increasing participation.

To increase the use of digital technology in communicating with residents

To increase resident representation (overall numbers and diversity)

To work with colleagues from across the Housing Service, to implement initiatives that lead to a tangible increase in the number of residents contributing to the service, responding to consultation, participating in surveys and TSM satisfaction scores.

To monitor performance for dealing with complaints, Members Enquiries, Freedom of Information and Subject Access Requests performance monitoring process within the Housing Service

To be an internal advocate of tenants and leaseholders when the Council considers making changes to service delivery

Working with residents to promote social inclusion and well-being

Have an innovative approach to public services, improving tenant satisfaction, meeting the requirements of the Government’s Regulation of Social Housing, the Housing Ombudsman’s Complaint Handling code and delivering the Council’s Corporate Plan

You must be able to demonstrate the following:

Ability to manage and prioritise a busy workload

Using social media and modern communication platforms

Confidence, enthusiasm and a flexible approach

Excellent administration skills, writing complex reports, accuracy and attention to detail

Experience of customer involvement/resident communications within a housing management organisation

Knowledge of legislation surrounding resident consultation, Regulation of Social Housing (including Tenant Satisfaction Measures, and Consumer Standards) and Complaint Handling (including the Housing Ombudsman Service)

Proven ability to learn and utilise new software

Excellent written and oral communication skills

This post is considered by DBC to be a customer-facing position. The Council therefore has a statutory duty under Part 7 of the Immigration Act (2016) to ensure that post holders have a command of spoken English sufficient for the effective performance of the job requirements.

“The Council is an Equal Opportunities Employer”

How to apply

Please complete your application by using the apply button below.

Do not send your CV – only fully completed application forms will be accepted.