Engagement and Inclusion Officer – Housing
Location: Runnymede Civic Centre, Station Road, Addlestone, Surrey, KT15 2AH
Hours: 37 hours per week (Monday – Friday)
Contract: Temporary Contract – 12 weeks
Start Date: ASAP (target start date: 7 September 2026)
Promoting Resident Engagement, Inclusion and Housing Service Improvement
We're recruiting an Engagement and Inclusion Officer – Housing to lead and improve opportunities for tenants and leaseholders to influence and scrutinise Housing strategies, policies and services, while ensuring resident engagement is inclusive, accessible and meaningful.
This is a varied role combining resident engagement, consultation, customer insight, communications, digital inclusion and service improvement. It's ideal for someone confident, organised and collaborative, with experience working with customers within a Housing or public service organisation and the ability to communicate clearly with diverse audiences.
About the Role:
As an Engagement and Inclusion Officer – Housing, you'll play a key role in developing and delivering meaningful opportunities for residents to influence Housing services. You'll work closely with tenants, leaseholders and Council colleagues to plan engagement activities, gather and analyse feedback, promote digital inclusion and ensure residents understand how their views have been considered and acted upon.
What you'll be doing:
- Lead and improve opportunities for tenants and leaseholders to influence and scrutinise Housing strategies, policies and services
- Develop inclusive engagement methods that reflect residents' diverse needs and circumstances
- Work with residents and colleagues to identify and implement improvements to tenant engagement
- Promote digital engagement and digital inclusion while retaining appropriate non-digital methods
- Plan and deliver resident engagement activities, consultations and surveys
- Gather, record and analyse feedback, including complaints, and use customer insight to support service improvements
- Communicate clearly with residents about how their feedback has been considered and acted upon
- Work with colleagues to ensure residents are effectively informed and consulted on Housing services
- Support the production and maintenance of accessible content for websites, online services, social media, newsletters and annual reports
- Evaluate engagement and communication methods and recommend improvements
- Support compliance with regulatory requirements relating to tenant engagement
- Assist with statistical and regulatory returns, Freedom of Information requests, Subject Access Requests and other service improvement activities when required
- Support the Council's response during a borough emergency, where necessary
- Follow all relevant safeguarding policies and procedures
- Work collaboratively with residents, stakeholders and colleagues to achieve shared objectives
- Provide support across the team and undertake other relevant duties as required
Requirements:
We're looking for someone adaptable, self-motivated and well organised, with strong interpersonal and communication skills and the ability to build effective relationships with residents, stakeholders and colleagues.
You'll ideally have:
- A-level, BTEC or equivalent qualification in any subject
- At least one year's experience working with customers within a Housing or public service organisation
- Experience working collaboratively within a busy team environment
- Experience producing high-quality written information in clear, plain English
- Ability to build effective working relationships with residents, stakeholders and colleagues
- Confident use of Microsoft Office applications, including Word, Excel, PowerPoint, Teams, Forms and Copilot
- Understanding of surveys, customer feedback and customer insight
- Strong accuracy and attention to detail
- Good understanding of effective newsletters and customer engagement methods
- Good understanding of digital engagement and approaches to improving digital inclusion
- Ability to communicate complex information clearly to diverse audiences, both verbally and in writing
- Ability to organise and prioritise workloads, manage competing demands and meet tight deadlines
- Ability to work proactively and effectively with others to achieve shared objectives
- Good interpersonal and communication skills
- A collaborative, flexible and proactive approach to work
- Degree or equivalent qualification would be desirable
- Experience of resident or community engagement would be desirable
- Experience promoting digital inclusion would be desirable
- Experience conducting customer satisfaction surveys would be desirable
- Experience collecting, analysing and acting on customer feedback would be desirable
- Project management experience would be desirable
- Understanding of the regulatory requirements applicable to registered providers of social housing would be desirable
- Knowledge of Housing landlord services and tenant engagement requirements would be desirable
- Understanding of how digital engagement can support resident involvement, consultation and participation would be desirable
- A proactive approach to networking and developing new skills would be desirable
Why Apply:
- Lead meaningful resident engagement and help tenants and leaseholders influence Housing services
- Work directly with residents, stakeholders and Council colleagues
- Contribute to Housing service improvement and customer insight
- Support digital inclusion and accessible engagement
- Varied role combining resident engagement, consultation, communications and service improvement
- Opportunity to influence how resident feedback is used to improve services
- Gain valuable experience within a local authority Housing environment
- Work collaboratively with diverse residents and stakeholders
Benefits:
- Weekly Pay
- Company Pension
- Ongoing Agency Support
- Opportunity to gain valuable experience in Housing, resident engagement and public sector service improvement
- Hybrid Working
Additional Information:
Location: Runnymede Civic Centre, Station Road, Addlestone, Surrey, KT15 2AH
Working pattern: Monday – Friday, 37 hours per week
Start Date: ASAP (target start date: 7 September 2026)
Contract Duration: Temporary, 12 weeks
Pay Rate: £139.47 per day PAYE
Reference: OR113224
Job Types: Full-time, Fixed term contract
Pay: £139.47 per day
Benefits:
Application question(s):
- Do you have experience working with Housing landlord services or an understanding of tenant engagement requirements?
- Do you have experience communicating complex information clearly to diverse audiences, both verbally and in writing?
- Do you have experience of resident, tenant, leaseholder or community engagement?
Experience:
- coordinating engagement projects: 1 year (required)
- digital engagement and digital inclusion: 1 year (required)
Licence/Certification:
- A-level, BTEC or equivalent qualification (required)
Work authorisation:
- United Kingdom (required)
Work Location: Hybrid remote in Addlestone KT15
