Job profile – Lettings Assistant, Lettings

by The Gateshead Housing Company & filed under About us - find a job.

Grade E

  • Location: Head Office
  • Service: Customers and Communities
  • Line Manager: Lettings Manager
  • Car User Status: Casual

Job purpose

To provide tailored advice and support to customers throughout the rehousing process and ensure effective letting and marketing of properties.

The key roles of this post will include:

1. Providing tailored advice and information to customers regarding the rehousing process and their prospects

2. Shortlisting applicants from the Housing Register, carrying out pre-tenancy checks and administering references to ensure all properties are let in an open and transparent way and in accordance with relevant policy

3. Answering enquiries via telephone, responding to letters, electronic messages and emails and undertaking customer home visits and drop in sessions as required

4. Providing excellent customer service, liaising effectively with customers and other services on potential offers of property

5. Working effectively with the voids, vacant property and housing options teams to identify incoming properties and potentially suitable applicants to provide a proactive lettings service

6. Effective liaison with other services on offers and refusals of property and updating ICT systems to ensure applicants details are kept up to date.

7. Assisting in the collation of reports and statistical information where required

8. Assisting in the development of continuous improvement in services by partaking in training sessions, workshops, focus groups and other projects as required

9. To demonstrate a positive, diverse and inclusive attitude to both internal and external customers and colleagues

10. Such other responsibilities allocated which are appropriate to the grade of the post.




  • Working in a customer orientated service
  • Dealing with enquiries in a professional, caring and helpful manner
  • Excellent organisational and time management skills
  • Effective communication skills


  • Minimum of 5 GCSEs or equivalent at Grade C or above including Maths and English or relevant experience


  • Current housing issues
  • Housing and Lettings policy
  • IT skills including Microsoft Office based software
  • Understanding of equality and diversity legislation


Experience of:

  • Marketing properties
  • Choice based lettings schemes
  • Full driving licence


  • Housing qualification

Knowledge of:

  • Abritas allocations system
  • Northgate allocations system
  • Working with a diverse range of customers

Competency definitions

Working with people

  • Shows respect for the views and contributions of other team members
  • Shows empathy
  • Listens, supports and cares for others
  • Consults others and shares information and expertise with them
  • Builds team spirit and reconciles conflict
  • Adapts to the team and fits in well.

Relating and networking

  • Easily establishes good relationships with customers and staff
  • Relates well to people at all levels
  • Builds wide and effective networks of contacts
  • Uses humour appropriately to bring warmth to relationships with others.

Learning and researching

  • Rapidly learns new tasks and commits information to memory quickly
  • Demonstrates an immediate understanding of newly presented information
  • Gathers comprehensive information to support decision making
  • Encourages an organisational learning approach (i.e. learns from successes and failures and seeks staff and customer feedback).

Planning and organising

  • Sets clearly defined objectives
  • Plans activities and projects well in advance and takes account of possible changing circumstances
  • Identifies and organises resources needed to accomplish tasks
  • Manages time effectively
  • Monitors performance against deadlines and milestones.

Delivering results and meeting customer expectations

  • Focuses on customer needs and satisfaction
  • Sets high standards for quality and quantity
  • Monitors and maintains quality and productivity
  • Works in a systematic, methodical and orderly way
  • Consistently achieves project goals

Following instructions and procedures

  • Not challenging authority
  • Follows procedures and policies   
  • Keeps to schedules
  • Arrives punctually for work and meetings
  • Demonstrates commitment to the organisation
  • Complies with legal obligations and safety requirements of the role

Adapting and responding to change

  • Adapts to changing circumstances
  • Tolerates ambiguity
  • Accepts new ideas and change initiatives
  • Adapts interpersonal style to suit different people or situations
  • Shows an interest in new experiences.

Coping with pressures and setbacks

  • Maintains a positive outlook at work
  • Works productively in a pressurised environment
  • Keeps emotions under control during difficult situations
  • Handles criticism well and learns from it
  • Balances the demands of a work life and a personal life.