Referrals & Administration Coordinator
Location: Birmingham
Job Type: Full-time, Permanent
Salary: £26,000 - £27,000 dependant on experience
Schedule: Monday to Friday
Essential Requirement: Previous housing administration experience within supported housing, housing management, referrals, lettings, benefits administration, or a similar housing-related environment
About Gateway2Housing
Gateway2Housing is a supported housing provider that delivers specialist support designed to meet the needs of vulnerable adults by providing high-quality accommodation and tenancy-related support. We are committed to helping individuals achieve stability, independence and positive outcomes in a safe and supportive environment.
The Role
The Referrals & Administration Coordinator plays a key role in ensuring the effective administration, occupancy management and referral coordination of Gateway2Housing services.
You will be responsible for managing referral pathways, supporting the lettings and admissions process, maintaining high occupancy levels, administering housing benefit claims, and providing general housing administration support. The role requires close collaboration with local authorities, housing associations, support teams, landlords, contractors and residents to ensure smooth service delivery and positive customer outcomes.
You will work closely with senior management to support operational efficiency, maintain compliance, and contribute to the continued growth and success of the organisation.
Key Responsibilities
Referrals and Occupancy Management
- Develop and maintain strong relationships with local authorities, housing associations, charities, support agencies and other referral partners.
- Identify and develop new referral opportunities to support occupancy growth across Gateway2Housing services.
- Coordinate and manage all incoming referrals from initial enquiry through to placement.
- Assess referral information and liaise with operational teams to ensure suitable placements.
- Review voids, lettings and waiting lists to maximise occupancy levels.
- Request nominations and process applications for available accommodation.
- Maintain accurate referral records and produce occupancy reports as required.
- Promote Gateway2Housing services to referral partners and stakeholders.
Housing Benefit and Income Administration
- Prepare, submit and monitor housing benefit and Universal Credit housing cost claims for new and existing tenants.
- Follow up outstanding claims and resolve payment delays.
- Submit notifications to terminate claims for former tenants.
- Monitor benefit arrears and credit balances, taking appropriate action to resolve discrepancies.
- Post housing benefit receipts, service charge payments and other income to tenant accounts.
- Raise monthly invoices to housing associations and partner organisations.
- Monitor landlord charges, rent invoices and insurance payments.
Housing Administration
- Act as the first point of contact for telephone, email and visitor enquiries.
- Provide administrative support to senior management and operational teams.
- Maintain accurate tenant, staff and property records in line with company procedures and audit requirements.
- Prepare reports, minutes, letters and other documentation as required.
- Ensure housing management systems are updated accurately and in a timely manner.
- Support compliance monitoring and document management processes.
- Manage correspondence and filing systems.
Property and Tenancy Coordination
- Support tenancy administration including utility registrations, council tax notifications and related account management.
- Liaise with utility providers, brokers and local authorities regarding tenant accounts and service contracts.
- Coordinate repairs, maintenance requests and contractor appointments where required.
- Assist with supplier relationships and procurement of furniture, appliances and property-related supplies.
- Monitor property-related invoices and ensure records are maintained accurately.
Safeguarding and Compliance
- Report safeguarding concerns in accordance with organisational policies and procedures.
- Maintain confidentiality and ensure compliance with GDPR requirements.
- Support internal audits and quality assurance activities.
- Promote equality, diversity and inclusion in all aspects of service delivery.
General Duties
- Produce operational reports and management information as required.
- Assist with payroll-related administration, including timesheet and attendance reporting.
- Work collaboratively across departments to support continuous service improvement.
- Undertake any other duties appropriate to the role.
Skills and Experience
Essential
- Minimum 2 years' experience in housing administration, referral coordination, benefits administration or a similar role.
- Experience of working within supported housing, housing associations, local authority housing services or social care environments.
- Knowledge of housing benefit and/or Universal Credit housing costs administration.
- Excellent organisational and administrative skills.
- Strong communication and relationship-building abilities.
- Experience managing multiple priorities and working to deadlines.
- High level of accuracy and attention to detail.
- Strong IT skills, including Microsoft Word, Excel and database systems.
- Ability to work independently and as part of a team.
- Current Basic DBS Check (or willingness to obtain one).
Desirable
- Experience working with referral pathways and commissioning teams.
- Knowledge of supported housing and exempt accommodation.
- Understanding of housing legislation and welfare benefits.
- Experience liaising with local authorities and housing associations.
- Knowledge of tenancy management systems.
About You
You will be:
- A highly organised and proactive administrator.
- Customer-focused with a professional and compassionate approach.
- Confident communicating with a wide range of stakeholders.
- Able to build positive working relationships internally and externally.
- Solution-focused with excellent problem-solving skills.
- Passionate about supporting vulnerable people to access safe and suitable accommodation.
- A professional ambassador for Gateway2Housing.
Pay: £26,000.00-£27,000.00 per year
Work Location: In person
