Job profile – Older Persons Housing Officer, Housing Support Services

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

Grade G

  • Location: Gateshead Civic Centre/locations across the borough of Gateshead
  • Service: Customers and Communities, Neighbourhood Services
  • Line Manager: Older Persons Housing Manager
  • Car user status: Casual

Job purpose

To deliver a comprehensive, customer-focused and responsive sheltered housing service. To support older people to live independently in a safe, comfortable environment that promotes social engagement to maximise well-being and reduce the adverse effects of social isolation and long-term health conditions. To provide supervision and line management of the Sheltered Scheme Officer and Mobile Sheltered Scheme Officer teams.

The key roles of this post will include:

  1. To ensure conduct and behaviour demonstrates a commitment to the core company values and promotes cross service working to achieve excellent customer service and outcomes
  2. To be proactive in all aspects of health & safety management to comply with current legislation, including CDM regulations; promote a culture of good health and safety practice within the working environment, ensuring personal responsibilities to yourself and others are discharged in line with company policies and procedures
  3. To demonstrate a positive, diverse and inclusive attitude to both internal and external customers and colleagues
  4. To actively participate in the evaluation, development and continuous improvement of the service, keeping up to date with policies and procedures and participating in meetings and training as necessary
  5. To work as part of a team, collaborating and sharing knowledge openly to enhance service delivery, ensuring both individual and team objectives are met
  6. To provide day-to-day supervision of the dispersed Sheltered Scheme Officer/Mobile Scheme Officer teams, ensuring priorities are achieved and key performance targets are met in line with the company’s performance indicators and service standards; conduct 1-2-1 meetings and annual appraisals
  7. To proactively manage a patch of properties, providing tenancy and estate management services in line with the company’s service standards and values
  8. To be the key local contact for sheltered housing to support people to live independently in their home for as long as it is appropriate to do so; including referrals and liaison with adaptation and equipment services, Care Call and home support services
  9. To work with customers, other services and a range of partners, including Gateshead Council’s Care Call service in the provision of quality older persons housing services
  10. To work with vulnerable adults, monitoring support plans and early intervention services to sustain tenancies in sheltered housing, ensuring safeguarding policies and procedures are followed and appropriate referrals are made
  11. To proactively manage and investigate reports of nuisance and ASB to prevent escalation; take appropriate action in each case, working in partnership with other services and agencies to seek a positive resolution
  12. To carry out a range of visits to ensure that older people are living in a comfortable and safe environment and appropriate housing advice is given
  13. To develop and maintain accurate information and administration systems, providing performance information to the Older Persons Housing Manager
  14. To help develop older people’s services through customer involvement, liaising with councillors and council officers, complaint handling and investigation and liaising with other agencies to ensure effective communication and feedback to customers
  15. Such other responsibilities allocated which are appropriate to the grade of the post. 




  • 5 GCSEs (or equivalent) at grade 9-4 (A*-C), including Maths and English, or relevant demonstrable experience
  • Full driving licence or ability to meet the transport requirements of the role

Experience of

  • Dealing with potentially difficult situations
  • Providing support to vulnerable customers
  • Excellent written communication skills
  • Excellent negotiation skills
  • Effective partnership working
  • Managing and prioritising a varied workload
  • Developing and maintaining performance management information 
  • Good organisation and time management skills
  • Working under pressure, meeting targets and deadlines
  • Microsoft Office packages

Knowledge of

  • Housing and social care issues
  • Ability to demonstrate a good understanding of equality and diversity and the ability to evidence how this would be displayed within the workplace



  • Professional housing qualification

Experience of

  • Supervising a team
  • Property management
  • Sheltered housing and estate management
  • Tenancy management
  • IT skills, including housing-related software packages and mobile working
  • Adapting to change
  • Working as part of a diverse and inclusive workforce

Knowledge of

  • Appropriate housing-related legislation, particularly in relation to older peoples services
  • Value for money processes and delivery

Competency definitions

Deciding and Initiating Action

Takes responsibility for actions, projects and people; takes initiative and works under own direction; initiates and generates activity and introduces changes into work processes; makes quick, clear decisions, which may include tough choices or considered risks

Leading and Supervising

Provides others with a clear direction; motivates and empowers others; recruits staff of a high calibre; provides staff with development opportunities and coaching; sets appropriate standards of behaviour

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

Adhering to Principles and Values

Upholds ethics and values; demonstrates integrity; promotes and defends equal opportunities, builds diverse teams; encourages organisational and individual responsibility towards the community and the environment

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

Writing and Reporting

Writes convincingly; writes clearly, succinctly and correctly; avoids the unnecessary use of jargon or complicated language; writes in a well-structured and logical way; structures information to meet the needs and understanding of the intended audience

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)

Creating and Innovating

Produces new ideas, approaches, or insights; creates innovative products or designs; produces a range of solutions to problems

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

Achieving Personal Work Goals and Objectives

Accepts and tackles demanding goals with enthusiasm; works hard and puts in longer hours when it is necessary; seeks progression to roles of increased responsibility and influence; identifies own development needs and makes use of developmental or training opportunities.