Supported Housing Officer – Nacro

• Salary: £31,982 Per Annum
• Contract: Full Time – Fixed Term until 28/11/2027
• Working Hours: 37.5 Hours Per Week
• Location:  Remote
•  Covering: This is a remote role – Covering Nationally
•  DBS requirement: Enhanced DBS check
• Working Hours:  37.5 Hours Per Week.

There’s minimal travel to attend meetings in offices  in London & Birmingham 

 This role offers a starting salary within Nacro’s pay structure of £31,982 Per Annum- Entry with expected progression to £32,782 Per Annum Established within the first year, subject to meeting clear criteria and performance standards, with further pay progression available in the future. Nacro’s pay framework provides transparent progression points and supports ongoing professional development and career growth

We are Nacro, we believe that everyone deserves a good education, a safe and secure place to live, the right to be heard, and the chance to start again, with support from someone on their side.

That’s why our housing, education, justice, and health and wellbeing services work alongside people to give them the support and skills they need to succeed. And it’s why we fight for their voices to be heard and campaign together to create lasting change.

We see your future, whatever the past.

 As a Supported Housing Officer working within our CAS2 team you will be part of the Performance and Housing Management Team providing comprehensive housing management support across our Supported Housing services.

 You will take the lead for housing management within your allocated patch, acting as the subject matter expert for housing-related matters and supporting our frontline teams to deliver an effective service. A key part of the role will be maximising income and reducing rent and Housing Benefit arrears. As a supported housing provider our eligible housing costs remain within the Housing Benefit system rather than Universal Credit.

 You will work closely with local authorities and internal teams to maximise Housing Benefit income, ensuring claims are submitted promptly, supporting evidence is obtained, and outstanding issues are actively chased through to resolution. You will monitor and manage outstanding and ended claims, challenge delays or incorrect decisions where appropriate, and follow up on suspended, cancelled or incomplete claims to minimise lost income.

You will also be responsible for income collection and arrears management including monitoring arrears, issuing arrears warning, following up payment arrangements, managing former resident arrears and taking appropriate action to recover outstanding balances. You will work proactively to identify risks and prevent arrears from escalating, while ensuring front line teams offer appropriate support and signposting is provided where residents are experiencing financial difficulties.

Alongside income management, you will provide housing management advice and guidance on areas including anti-social behaviour, neighbour nuisance, occupancy management, and housing-related procedures. You will support frontline colleagues with complex housing queries and ensure that appropriate processes are followed.

This is a home-based, non-customer facing role with minimal direct interaction with residents. Instead, you will work closely with frontline teams, local authorities and internal colleagues, providing specialist housing management advice and helping services to resolve housing-related issues effectively.

This is an exciting opportunity to join a developing role within Nacro for someone with experience of income recovery, Housing Benefit management, arrears collection, neighbour nuisance/conflict and estate management, particularly within supported or exempt accommodation. You will play an important role in improving housing management standards, maximising income and supporting our frontline services to deliver an excellent service.

Key Responsibilities:

• Lead and deliver a comprehensive housing management service for supported housing properties
• Act as the main housing management lead for your patch, working collaboratively with area teams
• Manage rent accounts, including arrears, former tenant arrears and credits
• Take proactive action on rent arrears in line with income collection and debt management policies
• Work closely with Housing Benefit teams to ensure correct payments are in place
• Support residents with payment arrangements, money management and understanding their charges
• Liaise with internal colleagues and external stakeholders, including local authorities and partners
• Support teams during Exempt Accommodation reviews or local authority inspections
• Assist with service charge understanding, recovery and estate-related services

Legal Duties

• Prepare and issue notices, witness statements and court documentation
• Represent Nacro at court when required
• Manage income recovery from start to end of the legal process
• Support legal action to end tenancies where appropriate, ensuring all evidence is in place
• Work with support teams to gather documentation and guide staff through legal requirements
• Liaise with leasing, property and operational teams when properties are being handed back or recovered

Tenancy Support

• Ensure tenancy and licence conditions are clearly understood and consistently enforced
• Provide advice on tenancy creation, changes, succession, abandonment and tenancy endings
• Support teams with correct tenancy sign-up processes, including digital documentation
• Provide guidance on tenancy breaches and appropriate interventions
• Support prevention and early intervention for low-level anti-social behaviour
• Work closely with ASB and Legal Advisors on more complex cases
• Deliver training and induction support to new staff on housing management responsibilities

 About you:

• Experience in housing management within social or supported housing
• Strong working knowledge of Housing Law and tenancy enforcement
• Good understanding of Welfare Benefits, particularly Housing Benefit and Exempt Accommodation
• Proven ability to maximise income and minimise arrears
• Confident communicator with experience in multi-agency and partnership working
• Willingness to travel across a wide geographical area (vehicle preferred

Essential Skills & Qualities:

• Strong interest in engaging with people, adapting communication styles, and making informed decisions.
• Ability to work professionally whilst balancing service user needs and Nacro’s wider mission.
• Excellent organisational skills, with the ability to manage multiple priorities.
• Competent ICT skills (Outlook, Word, Excel) – internal systems training provided.

Click here to view the Role Profile

Click here to view the Candidate pack

Nacro is fair and inclusive employer

At Nacro, we believe in the power of a diverse and inclusive team. We are a Ban the Box employer and welcome applications from people of all backgrounds, including those with criminal records. Convictions are not discussed at application stage and will only be considered later if relevant to the role, assessed fairly, proportionately and confidentially. For advice, contact our confidential Criminal Record Support Service on 0300 123 1999 or helpline@nacro.org.uk.