Voids Officer

Grade: SO2 Salary: £40,182 - £42,060 Full-time, Fixed-Term Closing Date: 15/11/2026 Directorate: Place Organisation: London Borough of Waltham Forest Salary: £40,182 - £42,060 Contract Type : Fixed Term Working hours per week: 36 Application Deadline: 15/11/2026 Proposed Interview Date(s): TBC Reference: 2396 About Us: Bursting with culture, energy, and opportunity, the London Borough of Waltham Forest is a fantastic and exciting place to work. We are a highly ambitious borough. Driven by culture and the innate creativity of our residents, we have developed new and innovative ways to build our communities. Our Council is relentlessly resident-focused, insight-led, digitally driven and commercially minded; a Council focused on meeting the needs of our existing and future residents. London Borough of Waltham Forest is one of the Mayor of London’s Good Work Standard employers. This accreditation is a proof of our commitment to creating a healthy, fair and inclusive workplace. This includes fair pay and conditions, workplace well-being, skills and progression and diversity and recruitment. About the role: We are looking for an enthusiastic and proactive Voids Officer (Downsizing & Mutual Exchange) to join our Central Voids Team on a 12-month fixed-term basis. This is an exciting opportunity to be part of a new pilot programme designed to tackle under-occupation, reduce overcrowding and help make better use of the Council's housing stock. Working at the heart of our Voids Service, you will provide intensive, end-to-end support to tenants who are looking to downsize or move through Mutual Exchange, helping them navigate what can often be a complex and emotional process. You will proactively engage with tenants, carry out home visits, identify suitable housing options and provide practical support throughout the moving journey. By helping residents move into homes that better meet their needs, you will play a key role in freeing up larger family homes, reducing reliance on temporary accommodation and improving housing outcomes for local residents. This role is ideal for someone with a strong customer-focus, excellent organisational skills and a passion for helping residents achieve positive housing outcomes. You will work closely with colleagues across Voids, Allocations, and Tenancy Management and services to deliver ambitious targets and measurable results. This is a fixed-term appointment for 12 months and forms part of a pilot programme focused on increasing downsizing and Mutual Exchange activity across the borough. >> Click here to download the Role Profile << Key Responsibilities: Proactively identify and engage with tenants who are under-occupying their homes and may benefit from downsizing. Manage a caseload of downsizing and Mutual Exchange applications from initial enquiry through to successful move completion. Undertake home visits and housing needs assessments to understand tenants' circumstances and housing requirements. Provide practical, personalised support to residents throughout the moving process, including bidding, viewings, sign-ups, removals and utility transfers. Support and facilitate Mutual Exchange opportunities for residents in our council stock wanting to downsize, including supporting tenants to register on HomeSwapper and identify suitable matches. Ensure Mutual Exchange applications are processed efficiently and within statutory timescales. Work closely with Allocations, Tenancy Management and Repairs teams to maximise housing mobility and minimise delays. Support the allocation of suitable void properties to downsizing households and help maximise use of available housing stock. Maintain accurate records, monitor performance data and contribute to the achievement of pilot outcomes and service KPIs. Provide high-quality advice, guidance and customer service to residents, partners and stakeholders. Contribute to reducing overcrowding, releasing larger family homes and supporting the Council's wider h