Neighbourhood Officer Apprentice

Neighbourhood Officer Apprentice Job Summary

The Neighbourhood Officer Apprentice will develop the knowledge, skills and behaviours needed to deliver effective housing and neighbourhood services for Ongo customers and communities.

Working under supervision and alongside experienced colleagues, the apprentice will learn how to support customers through the tenancy journey, help sustain tenancies, maintain neighbourhood standards, recognise vulnerability, support safeguarding responsibilities, assist with anti-social behaviour casework and work with internal teams and external partners.

The role combines workplace learning with formal apprenticeship training, giving practical experience of customer-focused housing management and contributing to safe, sustainable neighbourhoods.

Main Responsibilities Tenancy and property management

• Support customers throughout the tenancy journey, from sign-up through to tenancy sustainment.
• Assist with tenancy visits, tenancy audits and reviews to help customers maintain successful tenancies.
• Learn how to manage a neighbourhood patch effectively, including prioritising work and responding to customer and estate issues.
• Provide advice, guidance and signposting to customers, escalating concerns appropriately.
• Maintain accurate customer and tenancy records using Ongo's housing management systems.
• Assist in resolving tenancy-related issues in line with policies, procedures and manager guidance.
• Support activity linked to empty homes, accompanied viewings and tenancy sign-ups under supervision.

Community & Neighbourhood Engagement

• Participate in estate inspections, neighbourhood walkabouts and community-based visits.
• Identify environmental, estate and community issues and ensure these are reported, recorded and followed up appropriately.
• Support initiatives that improve neighbourhood appearance, safety, tenancy sustainment and customer satisfaction.
• Work with customers, contractors and internal teams to resolve estate-related concerns.
• Encourage residents to take pride in their homes and communities.

Anti-Social Behaviour and Community Safety

• Support the early investigation of anti-social behaviour and tenancy breach concerns under supervision.
• Assist in gathering information, updating customers and maintaining accurate case records.
• Learn how to work with customers, witnesses and partner agencies to resolve neighbourhood issues.
• Support early intervention approaches to prevent neighbour disputes and community issues from escalating.
• Understand when concerns need to be escalated to experienced colleagues, managers or specialist teams.
• Develop an understanding of safeguarding responsibilities and the signs of vulnerability, abuse, neglect, exploitation or risk of harm.
• Support customers who may be experiencing challenges linked to health, wellbeing, finances, tenancy sustainment or personal safety.
• Work with specialist teams and external agencies to help customers access appropriate support.
• Raise concerns and make safeguarding referrals in line with Ongo's safeguarding policies and procedures, with guidance from experienced colleagues.
• Maintain confidentiality and handle customer information appropriately.

Partnerships & Compliance

• Build positive working relationships with customers, colleagues and stakeholders.
• Support resident engagement activities, community events and customer feedback opportunities.
• Encourage customer involvement and participation in decision-making where appropriate.
• Work collaboratively with internal departments and external agencies to resolve tenancy, neighbourhood and community challenges.
• Promote Ongo's values and commitment to excellent customer experiences.
• Successfully complete all elements of the Housing and Property Management Apprenticeship.
• Attend training sessions, workshops, reviews and development activities as required.
• Apply apprenticeship learning in the workplace and demonstrate continuous improvement.
• Maintain evidence required for apprenticeship assessments, reviews and portfolio development.
• Seek feedback, reflect on learning and take responsibility for personal development.
• Act in accordance with Ongo's values, behaviours, policies and procedures.
• Deliver excellent customer service at all times.
• Promote equality, diversity and inclusion.
• Comply with health and safety requirements, including safe working practices when working in neighbourhoods.
• Maintain confidentiality and comply with GDPR and data protection legislation.
• Work collaboratively across teams to achieve organisational objectives.
• Undertake any other duties consistent with the level and development purpose of the role.

Skills, Competence, Experience Required

This is an apprenticeship role, so full housing experience is not expected. The post holder will be supported to develop housing knowledge, professional judgement and technical skills through workplace learning and formal training.

• GCSE Grade 4/C or above, or equivalent, in English and Maths, or willingness to achieve these as part of the apprenticeship programme.
• Eligibility to undertake a Housing and Property Management Apprenticeship.
• Good communication and interpersonal skills.
• Good customer service skills and a commitment to helping people.
• Ability to listen, learn and respond positively to feedback.
• Basic IT skills, including Microsoft Office applications.
• Ability to organise work, manage time and follow instructions.
• Ability to work independently when appropriate and as part of a team.
• Willingness to develop knowledge of social housing, tenancy management, safeguarding, ASB and partnership working.
• Positive, professional and respectful approach.
• Passion for supporting customers and improving communities.
• Ability to build relationships with a wide range of people.
• Resilience and ability to deal with challenging situations appropriately, with support.
• Commitment to Ongo's values and behaviours.
• Previous experience in customer service, volunteering, community work or housing-related activities.
• Awareness of social housing and the role of a housing provider.
• Awareness of safeguarding and supporting vulnerable individuals.
• Full UK driving licence or willingness and ability to travel across neighbourhoods and Ongo locations.
• Develop the confidence, judgement and practical skills needed for a future neighbourhood housing management role.
• Build experience in tenancy management, customer service, safeguarding, ASB, estate management, partnership working and professional housing practice.
• Contribute to safe, sustainable neighbourhoods while completing a recognised apprenticeship pathway