Job Details:

Salary range: £34,359 - £38,637 per annum. Salary negotiable depending upon experience. 
Work location: 24 Lilestone Street, London, NW8 8SR and 137 Lupus Street, London, SW1V 3HE
Hours per week: 36
Contract type: 2 x Temporary up to 12 months
Closing date: 15 May 2026
Interview date: Week Commencing 1 June 2026 

About Us:

THE EXTRAORDINARY STORY OF THE IMPOSSIBLE DREAM

Housing and Commercial Partnerships in Westminster City Council is a world of extraordinary stories. Where people use their vision and commitment to open doors for the next generations.

Nothing beats the feeling of helping someone find their passion. At Westminster City Council, our City Lions team helps young local people engage with culture, creativity and dreams. When they came across a lonely, isolated 16-year-old who called himself a failure, they knew what to do. They worked 1-2-1 to find the thing this boy really loved. YouTube, it turned out. But it’s impossible to turn that into a career, right? Wrong. A week later, he was enrolled on the British Film Institute film-making programme. It was the ultimate light-bulb moment. And it turned him into what he is today – a budding Spielberg with a world of opportunity at his feet.

Please view the extraordinary story of the Impossible Dream here.

The Role:

As a Housing Officer, you can make your own powerful contribution to Westminster’s success. You’ll manage a designated patch of properties, delivering a friendly and professional housing management service to residents, leaseholders and service users across the city.

You’ll take ownership of your patch, making sure issues are progressed, residents are kept informed, and services work together around the needs of the community. This means working closely with teams such as Housing Income, ASB, Leasehold Services, Repairs, Housing Solutions, Estate Services, Customer Services, Major Works, Development and other partners to resolve issues and improve the day-to-day experience of residents.

You’ll be a visible presence on estates, carrying out home visits, quarterly estate inspections, local surgeries and resident meetings. You’ll lead on estate action plans, working with residents’ groups and stakeholders to identify priorities, track progress and publicise improvements.

A big part of the role is supporting vulnerable residents. You’ll investigate concerns, make referrals, attend case conferences where needed and work with services such as Social Services, Mental Health, Drug and Alcohol services and Floating Support. You’ll also make welfare calls, support victims of domestic violence and help residents access the right support at the right time.

You’ll manage a varied caseload of housing management activity, including tenancy sign-ups and terminations, succession applications, assignments, mutual exchanges, flexible tenancy reviews, tenancy audits, under-occupation visits, healthy home visits and management transfer requests. You’ll also support fraud investigations, short-let prevention, Airbnb complaints, leasehold enforcement, access to properties, decants and payments such as disturbance payments, decoration allowances, rent refunds, cash incentives and Home Loss Payments.

When tenancy issues arise, you’ll deal with them fairly and professionally. This may include managing low-level nuisance, working with the ASB team, responding to tenancy agreement breaches and taking enforcement action where needed – from serving notices and preparing witness statements to attending court or evictions in line with procedure.

You’ll also help manage the lettings process, working with Repairs to pre-inspect void properties, arranging viewings, completing sign-ups and making sure new residents understand their tenancy agreement and handbook. Post sign-up visits will help support tenancy sustainment and make sure people settle in well.

In addition to this, you’ll respond to call-back requests, emails, letters, complaints, Member and MP enquiries within agreed timeframes, keeping records accurate and communications clear. You’ll also support reception on a rota, assist with legal or information requests such as GDPR and Freedom of Information, and take on other work as directed by managers.

This is a busy, high-profile, and sometimes demanding front-line role in a political environment, so you’ll need to stay neutral, professional and focused on delivering the best possible service. There may be evening meetings, out-of-hours emergencies or service demands that require flexibility. With a positive attitude, good organisation, a willingness to learn digital systems and a strong commitment to equality and diversity, you’ll help improve lives across Westminster’s communities.

Please refer to the Job Description for more information.

About You:

You don’t necessarily need a housing background, but some experience in housing management would be helpful. What really matters is that you’ve worked with the public before or in a customer service role, and you’re confident supporting people in a clear, professional and approachable way.

You’ll be ready to hit the ground running and deliver a first-class service to residents. Demands can come from different directions, so you’ll need to be organised, diplomatic and assertive, with the confidence to think on your feet and the diligence to make sure every part of the role is properly followed through.

You’ll be a strong communicator, both verbally and in writing, with the ability to build good customer relationships and keep people informed, even when situations are complex. Working as part of a team will come naturally to you, but you’ll also be comfortable managing your own workload, planning and prioritising effectively, and producing work to a high standard.

You’ll bring a positive, people-focused attitude, with the enthusiasm and drive to get things done and support residents in the best way possible. An understanding of equality, diversity and inclusion is important too, making sure everyone is treated fairly and respectfully.

A basic understanding of tenancy law or housing management would be useful, but it’s something you can build on in the role. You’ll also be comfortable using IT systems, or be willing to learn quickly and pick things up as you go.

Westminster City Council is committed to supporting Care Leavers into the workplace. Care Leavers seeking their first job and who wish to be considered under our scheme, will automatically be invited to interview should they meet the essential criteria for the role.

What We Offer:

Westminster is an amazing place. We are home to more than 200,000 residents from all backgrounds, over 50,000 vibrant and vital businesses and three-quarters-of-a-million people work in Westminster. Westminster City Council’s strategy is to work towards a Fairer Westminster. A Fairer Westminster is one in which our communities are at the heart of our decision-making and help to determine the city’s future. By working directly with our communities and other partners, we can build a more inclusive city that celebrates our diverse communities, and where residents, workers and visitors from all backgrounds will feel welcome and safe.

At Westminster City Council, we pride ourselves on being an inclusive workplace and employer of choice. We encourage and welcome applications from people from all backgrounds and aim to have a workforce that, at all levels, represents the communities we serve. We champion equality, diversity, inclusion and wellbeing and aim to create a workplace where everyone feels valued, has a sense of belonging and is empowered to be their best, that is the Westminster Way. To find out more about how we do this visit  https://www.westminster.gov.uk/health-and-social-care/public-health-strategy-policies-and-reports/equality-duties

As a forward thinking Council we appreciate that people work in different ways, therefore our staff benefit from working a range of flexible working patterns as well as Agile working.

The Council is a Disability Confident Employer. If you have declared a disability in your application , we guarantee an interview if you meet the essential criteria of the job. If you are invited for interview, you will be asked if you need any reasonable adjustments in order to attend, and we will make these wherever possible.

We reserve the right to extend or close this vacancy early without warning subject to the volume of suitable applicants.