Job Information Independent Living Officer
Job Type Full-time
Duration 3 months+
Department Housing
Category Customer Service
Sub Category High Touch Customer Service
Shift 9 AM to 17 PM
Minimum Education University - BA
Degree Title
Minimum Experience 3 Years (Working with older people)
Age 25 Years Plus (Experienced) - 25 Years Plus (Experienced)
Job Status
Start Publishing 29-09-2016
Stop Publishing 28-10-2016
[London,United Kingdom ]

The Main Purpose of the role:

To ensure that effective, customer focused housing management services are provided to older tenants in the borough living in sheltered housing schemes, so that they are able to sustain their tenancies.

To provide advice to tenants that promotes individual independence, opportunities, choice and dignity, and to work collaboratively with internal and external partners to achieve this.

To liaise with other agencies, organisations, teams  and the tenants associations in order to promote social activities and optimum use of communal facilities.



  • Undertake needs and risks assessments of potential new tenants to ascertain suitability for sheltered housing, and to liaise with Lettings on outcomes.
  • Undertake accompanied viewings, sign ups and settling in visits of new tenants.
  • Provide new tenants with information via the system supporting elderly and vulnerable people, and ensure they are familiar with emergency procedures, and facilities within the scheme.
  • Provide residents with day to day housing advice, sign posting to relevant services and making appropriate referrals to help them sustain their tenancy.
  • Ensure contact with residents on a regular basis and on a frequency determined by their individual circumstances, needs and choices, and ensure all contact details including those of relatives are maintained and updated.
  • Ensure tenants are kept fully informed about issues that affect them, and organise and attend meetings for tenants.
  • Assist residents with completion of application forms for benefit entitlement, reporting repairs etc
  • Build good working relationships with the Tenants Associations, other agencies and organisations to encourage, enable and support the facilitation of social events and activities.
  • Provide immediate support to victims of all types of anti social behaviour and work closely with the housing officers and Anti- social behavior officers
  • Establish and maintain effective relationships with health, social care and voluntary agencies providing services to residents.
  • Ensure regular Health and Safety checks are undertaken and logged for all communal areas and report any repairs or other issues to the appropriate team, and monitor their resolution.
  • Undertake weekly fire alarm tests, periodic evacuation drills, and ensure that information contained within the buildings red box with regard to the building and residents is regularly reviewed and updated for use by emergency services.
  • Ensure the health and safety, and wellbeing of tenants including taking appropriate action on any potential safeguarding concerns, in according with the safeguarding procedure
  • Ensure high levels of customer satisfaction and service by being enthusiastic and customer focused
  • Provide ,interpret and present as required, timely, regular management information.
  • Complete work in accordance with agreed targets and timescales
  • Participate fully and effectively in team working and contribute to a culture of continuous performance improvement.
  • Comply with the requirements of the PDR process and undertake such development activities as are required to improve performance and ensure that service objectives are met, undertake specific projects as part of individual development.
  • Take responsibility for own learning and development to ensure an effective value added contribution to the service and organisations’ objectives are maintained.
  • Comply with all organisation policies, including contractual standing orders, financial regulation and all HR policies and procedures in particular Health and safety and Equality and diversity.

The post holder will be expected to take a flexible approach to all duties and assist in covering for all aspects of work within the overall grading of the post, as required in order to promote  the general wellbeing of the service.

This job description is not to be regarded as exclusive or exhaustive. It is intended as an outline indication of the areas of activity and will be amended in the light of the changing needs of the organisation

If you have a disability and are unable to meet some of the job requirements specifically because of your disability, please address this in your application.  If you meet all the other criteria you will be shortlisted and we will explore jointly with you if there are ways in which the role can be adjusted to enable you to meet all of the requirements.

  • Good level of general education
  • Understanding  of  social housing management and related  support
Preferred Skills


Proactively builds good relationships, contributing to a positive team spirit.

Planning, Organising and Achieving

Stays focused on tasks overcoming barriers and difficulties to deliver as required

Prioritises workload on a daily, weekly and monthly basis

Equality & Diversity

Treats everyone with equal respect, and builds trust

Managing Resources

Uses the correct work processes, tools, knowledge and technology to complete tasks efficiently and effectively

Treats data in accordance with the law and organisational policies, safeguarding personal and other sensitive information

Taking Initiative, solving problems, Managing Risk

Shows initiative by identifying problems/risks that need to be resolved, and seeks advice when unclear

Works collaboratively and effectively to solve problems and seek or supply advice and assistance.

Customer Focus

Focuses on customer needs and satisfaction and takes ownership and responsibility for resolving customer enquiries promptly at point of contact and only refers to others when appropriate

Deals fairly and equitably with all customers taking into account their diverse need.

Communicating with Influence

Listens actively and effectively

Presents a clear concise and well thought through case using facts and figures

Managing Change

Gives their best at all times constantly developing own performance and skills

Adjusts to peaks and troughs of workloads, and adapts to changing circumstances

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