Decant Officer
Posted 4 days 14 hours ago by A2Dominion Housing Group Ltd
Location: Staines - Hybrid Working
Salary: £34,800 - £36,631
Contract Type: Fixed Term Contract - 12 Months
Hours: 35 hours a week - Monday to Friday
DBS Level: Standard
Driving: Full UK driving licence and own vehicle essential
We're looking for a highly organised and customer focused Decant Officer to deliver high quality, cost effective and compassionate decant management services to A2 Dominion residents temporarily moving from their homes. In this role, you will oversee the end to end decant journey, ensuring clear communication, excellent customer service, and effective partnership working across internal departments and external agencies. This is an ideal opportunity for someone who thrives in a fast paced environment, enjoys problem solving, and is passionate about delivering a positive resident experience.
Key Responsibilities- Manage the full resident decant journey, ensuring regular, supportive, and clear communication.
- Liaise with internal and external partners to ensure decants are delivered efficiently and cost effectively.
- Influence internal decision making around decant requirements and solutions.
- Co ordinate and lead stakeholder meetings to ensure effective management of decanted properties.
- Ensure compliance with tenancy agreements, policies, procedures and performance targets.
- Report on decant activity and performance against agreed KPIs.
- Identify trends and themes, proposing proactive improvements.
- Work with relevant teams where legal action is required.
- Act as the primary contact for decant related enquiries and complaints.
- Maintain accurate system updates and robust manual records to support high quality customer and case management.
- Support diverse residents with additional or complex needs, referring them to appropriate internal or external support services.
- GCSEs (Maths & English A-C or equivalent)
- CIH qualification (or willingness to work towards)
- Strong problem solving skills and understanding of complex customer needs
- Knowledge of landlord repair obligations
- Understanding of business improvement processes
- Excellent organisational skills and robust record keeping
- Confident communicator, both written and verbal
- Able to work under pressure, prioritise effectively and meet deadlines
- Demonstrated ability to influence decision making
- Ability to build strong and effective relationships with internal and external partners
- Full UK driving licence and access to a car
A2 Dominion is more than a housing provider. We are a not for profit organisation with a clear social purpose: creating homes and communities people love to live in. With over 38,000 homes across London and Southern England, we reinvest our profits into building more affordable homes and delivering services that make a genuine difference. As part of the G15 group, we are proud to contribute to tackling the housing crisis and supporting thriving communities.
Choosing us is Easy- 25 days' holiday (plus Bank Holidays), rising to 28 days after 3 years' service.
- Up to 8% contributory pension.
- A generous annual wellbeing allowance of up to £300 for health and lifestyle benefits for you and your family.
- Access to a wide range of staff discounts.
We're proud to be a Disability Confident Employer and welcome applications from people of all backgrounds. Our recruitment process is inclusive and accessible, and we guarantee an interview to disabled applicants who meet the minimum criteria. Reasonable adjustments are available throughout the process - just contact our Resourcing Team at . We know some people hesitate to apply if they don't meet every requirement. If that's you, we encourage you to apply if your skills and experience align - please get in touch with us to talk it through. At A2 Dominion, we value diversity, embrace flexibility, and are a family friendly employer. Everyone belongs here. Join us and help make a lasting difference in the lives of our customers.
Becci Zapala is managing this vacancy -