Job Vacancy

Housing Options Administrator


About the role

Role Summary

To work as part of the Housing Options Team, providing administrative assistance and support to ensure the effective and efficient allocation of housing resources in accordance with customer needs and relevant policy and procedure.



Hours of Work:




Probation Period:

6 Months

Notice Period:

1 Month

Who are we?

Town and Country Housing are a housing association that covers Kent and Sussex, with our head office in Tunbridge Wells. We provide more than 10,000 homes in 15 local authority areas and became a subsidiary of the Peabody Group in 2019. We currently have over 300 employees based at various locations across Kent and promote hybrid working.


Meet your Manager

“I joined TCH in 1998 and have worked in various roles within the Housing Options team before becoming Housing Options Manager.

Working in conjunction with so many teams and fantastic people across the business makes TCH a great place to work. Which must be why I stayed so long! 

Outside of work I enjoy yoga, music, TV, and a good book (but not all at the same time!)“

Debbie Green - Housing Options Manager

Debbie Green

What will you be doing?

Role Specific Responsibilities

  • Co-ordinate the issuing of and assist residents or their representatives to complete Notice to End Tenancy forms; ensuring the relevant notice period is adhered to.
  • Provide guidance to Customer Service Advisors on end of tenancy processes and issues.
  • Ensure that the relevant Housing Options Officer, Neighbourhood Housing Manager, and Income Manager are aware that Notice to End Tenancy has been given.
  • Request pre-void inspections and timescale for completion or issue pre-void information pack as appropriate.
  • Load properties on relevant Housing Management System. Tenant Termination and Lettings (TTL) management system for finance to assess re-let rent.
  • Ensure all due to be void properties are recorded on the relevant systems.
  • Ensure arrangements are in place for prompt return of keys by liaising with outgoing tenant, next of kin or other representative and other TCH teams as required.
  • Ensure returned keys are recorded and distributed to Contractors promptly to minimise void turn-around times.
  • Terminate rent accounts on relevant Housing Management System on receipt of keys from tenants.
  • Manage the list of void properties due to be void, in void works and ready to let (but not re-let) and ensure status is regularly updated.
  • Produce regular and ad hoc reports as required to include void and due to be void properties for the weekly void meeting, temporarily unavailable, out of management and long-term void reports for the Asset Management Group meeting.
  • Attending the voids meeting with the Housing Options Manager and co-ordinating through systems and issuing update to the Housing Options Officers, Tenancy Management, Support Officers, and all other relevant parties.
  • Liaise with Contractors to ensure TCH are provided with the necessary certification to be able to relet properties; co-ordinate and manage return of keys, issue of paint packs and gas and electrical safety certificates.
  • Assist with general telephone enquiries from customers and colleagues related to voids and allocations processes, ensuring a prompt informed response to queries.
  • Collate and raise purchase orders on the computerised invoice system for Decoration Packs to be issued to new tenants.
  • Inform Decoration Pack providers of changes to authorised personnel and maintain an adequate supply of paint pack literature.
  • Maintain details of paint packs issued and liaise with finance to ensure the monthly Decoration invoice is verified, approved and goods receipted, to enable payment to be made promptly.
  • Use computerised invoice system to code and approve invoices (including heating, lighting, and council tax) for void properties.
  • Apply for class B council tax exemptions where relevant and applicable.
  • Manage British Gas portal input when properties become vacant, during the void period and when properties are let.
  • Assist the Housing Options Manager to provide feedback on properties that are long term voids for the monthly KPI reports.
  • Be responsible for ensuring void management systems are set up and maintained and ensure that end of tenancy and void scanning is kept up to date.
  • Issue ‘due to be void’ lists to Voids Contractors, Neighbourhood Housing Managers, Income Managers and Housing Options Team.
  • Contribute to the review and development of effective voids management systems and procedures.
  • Develop good relations and consult with voids contractors and asset management, to ensure smooth management of the void administration process to keep void times to a minimum.


  • To adhere to the equality, diversity and inclusion policy and actively promote equality of opportunity wherever possible.
  • Recognise, respect, and promote the different roles and diversity of individuals.
  • To actively contribute towards the key performance indicators and professional standards.
  • Work in accordance with the General Data Protection Regulations (GDPR) and Data Protection Law and be responsible for the integrity of personal information you process. This may include identifying anomalies in data and investigating and correcting them where appropriate. Ensure you attend training on data protection regularly.
  • To be responsible for your own health and safety and that of your colleagues, in accordance with the Health and Safety at Work Act (1974) and relevant EC directives.
  • To participate in training, attend other meetings, and staff events as required.
  • Be an effective member of your team, presenting a positive impression of your section and the Group.
  • Take responsibility for recognising and recording customer complaints, however made, and ensure that any complaints allocated to you are responded to within policy requirements.
  • Maintain professional curiosity in all interactions with residents, be aware of and report and record any potential safeguarding issues promptly and appropriately.
  • Maintain awareness of budget requirements and value for money while delivering your role.
  • Consider and highlight any risk to the organisation or individuals whilst delivering your role.
  • Consider resident feedback (the resident voice) in all service delivery, using data and insight and actively engaging with residents to understand their needs, views and priorities and tailor services accordingly.
  • This role may involve visiting other offices and stock and you may be required to have your own car and full driving licence.
  • This job description is a guide to the nature of the work required. It is not comprehensive, and it is expected that other duties will be undertaken as this role develops and as may be reasonably expected.

About You

Education & Qualifications

  • Maths and English GCSEs or equivalent skills/experience.

Key Skills & Competencies

  • Working in a customer facing environment with demonstrable customer care skills.
  • Providing housing related advice and information (Desirable).
  • Processing and recording information accurately in a clear and concise way.
  • Ability to store and retrieve data and competent use of Microsoft Office.
  • Use of Touchpoint and SharePoint and specialist housing systems e.g. Genero (Desirable).
  • Understanding and sensitivity to confidentiality and data protection.


  • Commitment to Customer Care - The desire to address the needs of customers in a way that shows commitment to excellent customer service.
  • Communication - Able to communicate effectively, clearly and sensitively, verbally and in writing with people having a broad range of roles and capabilities.
  • Commitment to Customer Care - The desire to address the needs of customers in a way that shows commitment to excellent customer service.
  • Analytical Skills and Business Awareness - Able to analyse information and data logically and reaches sound conclusions. Understand the business environment of TCH.
  • Relationship Management - The ability to interact and build productive relationships internally and externally.
  • Resilience - Demonstrates resilience in pressured and stressful situations.
  • Self-Management - The ability to organise and prioritise work, meet deadlines, work under pressure, and handle a number of tasks simultaneously and accurately.

Why Choose Us

  • Contributory pension scheme 4% to 10% matched contributions
  • Hybrid working
  • Free onsite car parking
  • Life assurance of 4x annual salary (Terms and Conditions apply)
  • 30 days annual leave in addition to bank holidays
  • Two volunteer days per year
  • Employee assistance programme (24/7 telephone advice, information portal & face to face counselling sessions)
  • Corporate eye care scheme providing free eye tests and free VDU glasses or contribution towards VDU glasses
  • Extensive annual Staff Wellbeing programme
  • Enhanced maternity, paternity, and shared parental leave provision
  • Flexible annual benefits (for dental, healthcare, shopping vouchers, technology etc.)
  • Annual flu vaccinations
  • Access to an extensive range of corporate discounts on shopping, travel & days out
  • Social events, including lunchtime walking, rounders, festive Fridays
  • Travel loan

Our Values

Our culture is about the shared values, beliefs and behaviours that determine how we do things, then the ways and systems of working that help to get those things done.

Our new values, principles and behaviours will put customers at the heart and provide the foundation for the culture of the new organisation. Only by delivering a cohesive and customer-focused culture will we be able to achieve our purpose and priorites.

We have taken an inclusive and collaborative approach to developing the following values, working together with colleagues, customers and the Board:


Equal Opportunities Statement

TCH is an equal opportunities employer committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, gender, gender reassignment, sexual orientation, pregnancy and maternity or paternity, race or ethnicity, religion or belief, marriage and civil partnership, or caring responsibilities.

We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join TCH.

We are recognised as a ‘Disability Confident Committed Employer’. As part of this commitment, individuals who disclose at application stage that they have a disability, will be invited to interview provided they demonstrate that they meet the minimum criteria for the vacancy. Candidates will be asked if they require any support or reasonable adjustments to enable them to fully participate in the recruitment process.



Internal Applications

Please send a letter clearly demonstrating how your skills and experience meet the criteria contained on the job description and person specification to the HR inbox.

For internal staff only: Please note, if you're currently on legacy TCH, Rosebery, InTouch, Family Mosaic etc Terms and Conditions and are successful in your application, you will automatically be transferred to the new Peabody Terms and Conditions.

Additionally, if you move to a TCH role on a secondment basis, your Terms and Conditions will not change.

If you have any questions, or require further clarification, please speak to HR.

External Applications

Please complete our online application form by clicking the Apply button below. We reserve the right to bring the closing date forward, so we strongly encourage early applications.

Please note: As an employer, Town & Country Housing does not provide sponsorship as a licensed UK employer.

Key dates

Applications Close:

Monday, 3 June 2024

Interview Date:

Tuesday, 11 June 2024