Job Vacancy

Mutual Exchange Officer (Part time)


About the role

Role Summary

We are looking for someone to promote mutual exchanges as an accessible housing option for TCH residents. And to oversee the mutual exchange process, ensuring residents are supported throughout the process, performance targets are met and risks to the organisation are minimised. You don't need experience in Mutual Exchanges nor housing, but good administration and communication skills are essential and we will teach you the rest.


£27,900 per annum (16,740 for 21 hours)

Hours of Work:

21 (These hours can be chosen by the successful applicant within core business hours)



Probation Period:

6 Months

Notice Period:

1 Month

Who are we?

We provide more than 13,000 homes across Kent, Sussex, Surrey and West Sussex. Over the years we have invested heavily in our homes and continue to do so as part of the Peabody Group. We promote hybrid working and have more than 300 employees based in various locations across our operating area.


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

  • Ensure that all mutual exchange applications are processed and fully recorded on the data management system and are completed and submitted within the target timescales.
  • Provide confirmation of provisional acceptance of mutual exchange applications and obtain approval for manager sign off.
  • Ensure that all prospective mutual exchange customers are subject to verification checks, including obtaining references and carrying out credit checks and housing benefit checks.
  • Liaise with staff in other teams and ensure that all mutual exchange properties meet legal and health and safety requirements e.g. gas safety certificates, electrical checks, and that recharges are identified and confirmed to the relevant tenants.
  • To interrogate housing management data system and file records to verify compliance with tenancy obligations, including rent arrears, ASB.
  • Respond to correspondence from customers, councillors, MP’s etc within target times, effectively and within response timescales. Ensure the correct tenancy is offered, due to changes in the Localism Act.
  • Process all new customers’ information, ensuring this is input into the relevant record management systems and that supporting documentation is scanned into the electronic document management system.
  • Check that all qualifying records for Homeswapper and other tenancy exchange services are checked and completed within a timely manner.
  • Assist the Housing Options Manager in promoting mutual exchanges and other tenancy move opportunities to existing and potential customers.
  • Work closely with the Neighbourhood Management Team, Customer Services Team, and Income Management Team to ensure that all mutual exchanges or transfers are compliant with procedures.


  • 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 or 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 and in a clear and concise way.
  • Ability to store and retrieve data on a computer 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.
  • 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.
  • Personal commitment to TCHG corporate values and objectives and culture of continuous service improvement.
  • Change - The flexibility to adapt to changing workload demands and new organisational challenges.

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:

Friday, 2 August 2024

Interview Date: