Resident Services Specialist

About the company

Gateway Housing has been supporting communities to thrive since 1926. We are an ambitious London based housing association with over 3,000 homes in the heart of London's East End. We provide social rented homes, shared ownership, and sheltered housing. We develop new homes too and run our own in-house maintenance service, Gateway Homeworks. Our vision is that People will want to live in a Gateway home and People will want to work at Gateway.

You will be joining the organisation at an exciting time and be a key member of a dynamic team that wants to deliver great landlord services and strengthen our links to the local community.

Our values Our values add up to P.A.C.E. Passionate, Accountable, Connected, Excellence. As a community housing association based in the East End for 100 years, we're proud of the work we do to address the housing crisis through building and managing great homes.

Your tasks

We are seeking an experienced Resident Services Specialist to deliver an excellent, customer focused service to a patch of approximately 520 mixed tenure customers. The post holder will be responsible for ensuring compliance with all standards set by GHA, local authorities, and regulators.

Your accountabilities will include but not be limited to:

• Provide comprehensive support to tenants, including explaining tenancy agreements, policies, and procedures, addressing queries, and offering guidance on tenancy-related matters.
• Identify and give support to vulnerable tenants by ensuring that support needs are recognised and relevant support packages are made available and comply with safeguarding and child protection procedures
• Guide tenants through tenancy reviews and lease renewal processes, explaining criteria, procedures, and rights during these evaluations.
• Liaise with the relevant departments about rent increases and service charge issues. Liaise with Finance in preparing annual service charge budgets within required timescales.
• Complete estate inspections within target, carrying out any further actions required. Carry out resident invite inspections and engage with residents regarding the estate improvement fund
• Investigate all reported low to mid-level ASB, resolving issues and passing serious cases to the specialist ASB team. Manage a caseload within priorities/timescales within the Association's anti-social behaviour procedures

Requirements

Experience and Skills

• Understanding of tenancy laws, service change processes, regulations and industry best practices
• Previous experience in the housing sector and in similar roles.
• Excellent communication skills
• Strong problem-solving abilities
• Conflict resolution and negotiation skills
• Knowledge of safeguarding

If you have the confidence and enthusiasm to work in a challenging but supportive working environment, we would like to hear from you.

What we offer

Our benefits package includes

• Annual Leave: starting at 28 days, plus Bank Holidays
• Subsidised Health and Fitness Membership
• Simply Health - help towards the costs of dentist, optician, and private medical appointments
• Employee Assistance Programme - including free legal, financial and counselling advice
• Buy and sell annual leave
• Pension - up to 10% employer contribution.

How to apply

Please note only shortlisted candidates will be contacted.

CLOSING DATE: 8 November 2026

Please note that on some occasions where we have received sufficient applications, we will close the vacancy earlier than the closing date advertised.

Other

Please refer to the attached job profile for more details.

INTERVIEWS: TBC