Housing Officer careers career in Progress I Kirsty's story

The Better Social Housing Review (BSHR) identifies three essential elements to housing providers being able to deliver their core purpose of providing decent and safe homes. These are tenants, stock and staff. 

To support our work delivering against the BSHR recommendations and the Consumer Standards regulations, we've spoken to some of our colleagues at the Group about their careers as a housing officer. They have discussed the highs, the lows, the challenges, the opportunities, and what drives people to succeed in the sector - all with the aim of promoting the role as a valued and supported career opportunity.

Kirsty our Head of Housing tells us about her housing career journey: 

I started my housing career in 1995. At the time, I thought it was just your average administration job, as I'd no real understanding of social housing or the opportunities it could bring.

But I was able to see all the different departments and gain an understanding that this opportunity could take me anywhere. I felt really privileged that I met people who went on to work for the United Nations, who had travelled the world and understood why having a safe, clean environment where families could thrive was such a big deal.

After a number of administration roles in different departments I set my heart on becoming a Housing Officer. With no real experience, I regularly read the three big housing management manuals that had all of the housing management procedures in (we didn’t have the intranet), so that I had a full understanding of what was required in the role.

I remember after moving to another housing association and becoming a housing officer, I had a patch of 745 properties - we completed our own void inspections, all income recovery and anti-social behaviour, walkabouts... You name it, we did it!

I always remember thinking I could sleep here and there would be still lots more work to do, but in actual fact, that taught me all I needed to know and gave me a fantastic foundation in housing management.

One time that really stands out to me from my time as a new housing officer is when my team took on a new initiative helping refugees who had come over from the Caribbean following a volcano that had erupted on their island, which had caused them to flee.

Coming to a country which was cold with a completely different set of cultures, and to an area where everyone was white and not particularly welcoming, must have been so hard for them. I spent a lot of time with the two families I was assigned to. Helping them to fully settle in, and today, I still bump into the eldest son of one of the families, who went on to join the British Army. It’s fair to say I learnt as much from them as they did from me.

We asked Kirsty...

What skills did the housing officer role help you to develop?

For me, excellent communication is key as a housing officer; the ability to really listen and understand (and at times read between the lines) is essential. Being friendly and approachable are also really important, as are organisational skills, as being a housing officer has always been a busy role, so the ability to prioritise your workload is how you survive.

What roles did you take on next, and how did the housing officer role help you progress your career in housing?

In 2005, I became an area housing manager. I’ve always been passionate about housing and the challenges we face, so I really enjoyed developing housing officers in their role. Then in 2020, I was appointed as head of operations here at Progress Housing Group.

What advice would you give to someone considering working in social housing?

If you genuinely care without judgment for people, no matter the circumstances, and you feel that you can make a difference to people’s lives, then this is an incredible role.

The housing officer role can be life-changing for you and for the people you can help.

How would you describe the housing officer role in three words?

Best Job Ever!