Description
A leading London housing association is seeking two experienced Housing Relocation Officers to support a major decant programme within the Stratford estate. As part of a large, respected G15 housing provider, you’ll play a key role in ensuring residents are moved safely, smoothly, and with outstanding customer care.
This organisation is committed to delivering high-quality housing services, championing resident wellbeing, and creating positive communities. You’ll be joining a team that values compassion, inclusivity, and a customer-first approach.
The Role
You’ll be responsible for managing the full relocation journey as residents move from permanent homes into temporary accommodation. Acting as the main point of contact, you’ll build strong, trusted relationships and ensure each move is handled with care, professionalism, and efficiency.
This includes coordinating with contractors, carrying out home visits, creating tailored relocation plans, and ensuring all documentation, meter readings, and property checks are completed accurately.
Rate: £20.84 per hour (PAYE) | £27.56 per hour (Umbrella)
Location: East London (Stratford Project) | 3-4 days on the estate, 1 day from home
Contract: Ongoing (3-months minimum)
Key Responsibilities
Resident Support & Engagement
- Act as the primary point of contact for all allocated residents throughout the relocation process.
- Provide clear guidance, reassurance, and support - especially for high-risk or vulnerable households.
- Build strong rapport and maintain regular communication through various channels (visits, calls, meetings, comms packs, drop-ins).
- Develop tailored relocation plans and provide easy-to-understand information packs.
Operational Delivery
- Coordinate moves into temporary accommodation and ensure relocations run smoothly and on schedule.
- Work with contractors to identify individual needs and arrange pre-move surveys.
- Take meter readings, complete condition reports, and ensure all agreements on belongings are recorded.
- Escalate safeguarding concerns appropriately and work closely with Housing Officers to resolve wider tenancy issues.
- Provide accurate reports, monitoring information, and updates on relocation progress.
Collaboration & Partnership
- Build effective relationships with internal teams and external partners.
- Identify gaps in service provision and contribute to solutions that enhance the resident experience.
- Represent the organisation professionally with residents, stakeholders, and community partners.
Expected Outcomes
- Smooth, timely, stress-free relocations
- High-quality, responsive customer service
- Strong resident engagement and trust
- Accurate documentation, reporting, and tracking
Skills & Experience Required
- Strong organisational skills and the ability to manage multiple priorities
- Excellent customer service background, able to handle complaints and build rapport
- Clear verbal and written communication skills
- Confident problem-solver, especially in high-risk or complex situations
- Proficient with IT and digital tools
- Good understanding of housing/relocation legislation and safeguarding
- Able to work independently and manage your own diary
- Experience creating and maintaining admin systems and reporting against KPIs
Additional Information
- Hybrid working: typically 3–4 days per week on the estate, with 1 day working from home depending on business need