Good quality housing is essential to people’s lives and communities. Those working in housing management are concerned with running housing services. Many people are drawn to careers in housing because they want to help provide good-quality, affordable housing, and deal with issues such as homelessness and sustainability.
In this article we’ll examine housing careers, help you decide whether or not you might be suited to this area of work and examine the various entry routes.
We’re grateful to Felicity Keep – a housing officer with Newtide Homes (part of east of England housing provider, Flagship Group) – for providing valuable input into this article.
What does housing management involve?
Roles vary depending on the size and nature of the organisation. If your employer manages a large stock of properties, for instance, you may specialise in an area like community engagement, housing advice or regeneration, whereas roles in small organisations can be much broader.
Note that job titles vary and don’t always reflect the responsibilities involved. Generally speaking housing managers have a more strategic role than housing officers, but duties can overlap and other job titles are also used.
Those working at a senior level might have responsibility for:
- The housing team – recruiting, training and managing staff
- Assessing housing needs
- Developing housing policy
- Financial planning including budgeting and agreeing rent increases
- Managing lettings, transfers and exchanges
- Dealing with empty properties
- The property maintenance/repair programme
- Handling complaints; this can involve working with communities, social services, police, welfare bodies etc
- Preparing case evidence and attending court
Those concerned with more day-to-day housing management (who are often known as housing officers) may:
- Deal with enquiries from tenants
- Give advice on housing options
- Help people manage their tenancies and signpost them to welfare support
- Organise temporary housing for those in need
- Assess housing applications and allocate housing
- Ensure that rent is collected and advise those who are in arrears
- Deal with those who are in breach of their tenancy agreements
- Inspect properties
- Arrange for repair and maintenance work
- Meet with community and resident groups and help sort out issues to do with inadequate housing, antisocial behaviour etc
- Keep records and write reports
Felicity explains, “I visit tenants’ homes to complete property inspections. I look for any repairs that are required, signs of damp or mould and check that all household members are appropriately housed. I engage with the tenants to find out how they are coping with their finances, whether the area they live in still provides them with what they need, and if there are any concerns about neighbours. It’s my job to make sure that houses are looked after, and that our tenants are safe and comfortable.”
Where could I work in housing management?
The main employers are housing associations and local authorities, but you could work for other public, private and voluntary sector organisations that hold or manage housing stock – from universities to commercial companies.
TIP: To get an idea about the range of jobs available, have a look at vacancies online with potential employers, through specialist recruitment sites like Inside Housing and Eden Brown, and on more general public sector job sites, notably Jobs Go Public and LGJobs.
Would I suit a career in housing management?
It’s essential that you are able to conduct yourself in a professional and ethical manner and gain the necessary level of knowledge to do with housing legislation, policy and issues. Felicity says, “The cost-of-living crisis means that many people are living on the breadline. Being empathetic to each tenant’s circumstances is very important.”
Excellent communication skills are required at all levels of housing management. Felicity explains that as a housing officer, “You may have difficult conversations with tenants about rent debt, property condition and their wellbeing. Being clear, non-judgemental, understanding and sympathetic are key, as is the ability to quickly build trusting relationships.”
Housing staff have to be able to use their initiative to solve problems and make sound decisions, even when under pressure. Where you manage a team, leadership skills are required.
Felicity mentioned that organisational and time management skills are important. “I have to schedule all my home visits in advance. To do this efficiently and effectively, I consider how long it has been since a tenant’s last visit and how high their need is for a visit.”
A driving licence is useful or necessary and, for most jobs, you need to undergo background checks through the Disclosure and Barring Service in England/Wales or Disclosure Scotland.
Morrisby Profile assessments can help you gain insight into how your aptitudes, interests, and personality align with various careers, including housing management.. Find out more about our Morrisby Pass (includes assessments and a 60-minute session with a qualified careers professional).
How can I get into a career in housing management?
There are no set entry routes. For some roles having the right personal qualities and suitable experience is more important than qualifications. It’s possible to start in an assistant-level position (providing administrative support, dealing with routine enquiries, etc) requiring perhaps some GCSEs/Nationals, and work your way up to housing officer/manager.
Where employers look for higher education qualifications, any discipline may be acceptable, although management, law, building surveying, property/facilities management etc may provide a useful background or may be preferred or required.
There are a few undergraduate courses in housing studies or similar titles. There are also some specialist courses at postgraduate level. These are aimed at graduates or those with substantial experience or professional qualifications. Courses are available full time or through part-time/blended learning whilst in relevant employment.
TIP: Research the entry requirements and content of university courses carefully. You can find information through individual universities and via UCAS and Prospects. Look out for courses that are accredited by the Chartered Institute of Housing (CIH).
Graduate training schemes are available with certain large employers; they normally allow you to gain a range of experience as well as professional qualifications. There are also a few special training and development initiatives. The GEM programme is a one-year leadership scheme; as well as learning in the workplace it provides several two-day themed learning experiences, mentoring and the chance to achieve the CIH Level 4 qualification. The 12-month Charityworks talent programme can be taken through a placement with a housing association.
TIP: For some jobs you need relevant experience and this is useful to help you decide whether or not working in the housing sector is right for you. Apart from placements, internships or temporary assistant-level work, volunteering (e.g. with a housing charity or tenants’ association) can give you an insight into the work.
Professional qualifications from levels 2-5 are available through the CIH. For certain senior management roles in social housing in England, it’s mandatory to achieve a particular level of qualification. The CIH Level 4 Certificate in housing is aimed at those working at supervisory and management level or those aspiring to do so. The CIH Level 5 Diploma in housing is for those working in, or keen to work in, strategic housing management roles. Courses leading to CIH qualifications can be taken through different modes of study through CIH-approved centres.
Another route into the housing sector is to take a relevant apprenticeship. These provide structured training with an employer. In England, for example, there are apprenticeships at level 2 for housing and property management assistants, level 3 in housing and property management and level 4 in senior housing and property management. In Wales there are level 2 and 3 apprenticeships in housing. In Scotland there are modern apprenticeships in housing at SCQF levels 6 and 7.
TIP: Joining a professional body, such as the CIH, gives you access to events, webinars, training opportunities, career development tools and other resources. Membership will help you network and keep up to date.
Felicity told us about her route into housing, “After school I took a Level 3 Diploma in health and social care and then worked in a retail setting. This helped to build my confidence and communication skills, and allowed me time to decide on a long-term career. I started as a housing assistant in Newtide’s voids and lettings department where I worked alongside housing officers and had the opportunity to shadow them. This gave me an understanding of their responsibilities. When I saw the impact they had on our tenants’ lives, I decided being a housing officer was the career for me. I’ve been in my current role for almost a year.”
Felicity’s TIP: “Think broadly about the various ways you can enter a career in housing. You could start as a housing assistant, like I did, and work your way up. Whatever your route, having the right skills is all important.”
Once you are working in housing, you need to keep your skills and knowledge up to date through continuing professional development. This may include attending courses in-house or externally on specific topics or by taking qualifications.
What opportunities are there to progress in housing management?
With experience it’s possible to gain promotion. This might be from housing officer to team leader/manager, senior housing manager, regional manager and, ultimately, director/head of service. It may be necessary to change employers in order to take advantage of progression opportunities. Another option is to offer consultancy services on a self-employed basis.
Some housing professionals develop expertise in specialist areas such as regeneration, homelessness, anti-social behaviour or special needs housing.
Gaining Chartered membership of the CIH can help with your career progression and demonstrates to employers and stakeholders that you have reached a high level of expertise.
How can I find out more about careers in housing management?
Careers information is available on the CIH website. The CIH and Scottish Federation of Housing Associations have developed a website called Your Career in Housing; much of the information is relevant across the UK.
Career profiles on housing officers/managers can be found on the national career sites – the National Careers Service for England, Careers Wales and My World of Work in Scotland, and information aimed at graduates is available through Prospects.
You can read about housing associations on the National Housing Federation website where you can also find news articles, resources and search for member associations. Similarly industry news and not-for-profit social landlords and regeneration organisations can be found on the Housing Partnership UK website.
Finally…
We asked Felicity about the main challenges and satisfactions of her job. “When I’ve had a difficult visit, it can be hard to switch off. I sometimes find myself thinking about people’s past and present issues that are affecting their mental health and wellbeing. However, I enjoy getting a positive result for a tenant and the feeling that I’ve made a difference. Getting tenants the help and support that they need to be happy and safe in their homes is very rewarding.”
Debbie Steel, October 2024
With a background working with apprentices and teaching in further education, Debbie was employed as an in-house careers author before establishing herself as a freelancer. As well as co-authoring numerous careers books, Debbie has produced resources and web content for a range of high-profile clients. She is an enthusiastic proponent of impartial and reliable careers information, and a member of the Careers Writers Association and Career Development Institute.
