Housing Assistant WCC623516

Job Details:

Salary range: £34,359 - £37,509 per annum. Salary negotiable depending upon experience.
Work location: Westminster City Hall, 64 Victoria Street, SW1E 6QP
Hours per week: 36
Contract type: 2 x Permanent
Closing date: 24 March 2026
Interview date: 30 March 2026

About Us:

THE EXTRAORDINARY STORY OF ROCHELLE’S COMPASSION

Housing in Westminster City Council is a world of extraordinary stories. Where kindness is key and community connection comes first.

Our people lead with empathy, always. Nobody lives those values better than Rochelle. Building on her experience from the frontline, she now consistently leads the team, thinking creatively and ensuring they go above and beyond for the local people they work with. Take Peter, a man struggling to settle into his new flat after a lifetime on the streets. Faced with loneliness, and a distrust of authority, he found it difficult to adjust to his new reality. Rochelle was not only his housing officer; she was a friendly face in good times and bad, and the support system he needed to get him back on his feet. The work she did with him was invaluable. And the change almost immediate. Now she’s on a mission to change more lives, and to transform the way that anti-social behaviour is looked at throughout Westminster. 

The Role:

As a Housing Assistant, you too can make a powerful contribution. You’ll be joining our high profile, vital Housing Services team, maintaining and enhancing the city council’s reputation.

Our residents are at the centre of all that we do. To help us achieve this, you’ll provide first-class customer service to all that visit our Housing Service Centres. Much of your work will be based at reception, which you’ll open and close. You’ll offer residents leaflets, posters and electronic screens. You’ll take responsibility for reception: seeing that it is kept clean and tidy, managing keys, roof top access requests, raising repair jobs, and ensuring that all its records are kept up to date. Some financial tasks will be yours, such as taking card payments for fobs, parking permits and rent; ordering stationary for your team; and raising Purchase Orders.

At times, you’ll be faced with challenging behaviour from residents. When this occurs, you’ll remain calm, polite, resilient and ultimately focused on resolving the issue. You’ll also come into contact with vulnerable residents, who you’ll refer for additional support. More broadly, you’ll be proactive about managing complaints effectively, identifying opportunities for improvements and sharing ideas. You’ll work in partnership with Housing Officers, Income Officers, Leasehold Advisors, ASB Case Officers and Repairs Surveyors to resolve issues for customers.

We’d like for you to become a trained first aider for the Housing Service Centre.

Please refer to the Job Description for more information.

About You:

To be well-suited to the role, you’ll have worked as part of a customer service or reception team before, either face to face or via telephone. It would be desirable if this was in a housing management or public service environment. This experience means that you have a calm, empathetic and resilient approach working with all residents, even when behaviour becomes challenging. You’re a customer and solution focused person. Plus, you’re always interested in how your skillset could be improved.

You’ll be comfortable working in a fast-paced, pressurised environment, maintaining a polite, friendly and professional manner at all times. You’re able to effectively prioritise your own workload and set targets. And you thrive in a team and are ready to embrace our equality and diversity policies.

It’s key that you’re keen to learn about Housing Services – and are ready to help Westminster’s residents secure the best possible quality of life.

Westminster City Council is committed to supporting Care Leavers into the workplace. Care Leavers seeking their first job and who wish to be considered under our scheme, will automatically be invited to interview should they meet the essential criteria for the role.

What We Offer:

Westminster is an amazing place. We are home to more than 200,000 residents from all backgrounds, over 50,000 vibrant and vital businesses and three-quarters-of-a-million people work in Westminster. Westminster City Council’s strategy is to work towards a Fairer Westminster. A Fairer Westminster is one in which our communities are at the heart of our decision-making and help to determine the city’s future. By working directly with our communities and other partners, we can build a more inclusive city that celebrates our diverse communities, and where residents, workers and visitors from all backgrounds will feel welcome and safe.

At Westminster City Council, we pride ourselves on being an inclusive workplace and employer of choice. We encourage and welcome applications from people from all backgrounds and aim to have a workforce that, at all levels, represents the communities we serve. We champion equality, diversity, inclusion and wellbeing and aim to create a workplace where everyone feels valued, has a sense of belonging and is empowered to be their best, that is the Westminster Way. To find out more about how we do this visit  https://www.westminster.gov.uk/health-and-social-care/public-health-strategy-policies-and-reports/equality-duties

As a forward-thinking Council we appreciate that people work in different ways, therefore our staff benefit from working a range of flexible working patterns as well as Agile working.

The Council is a Disability Confident Employer. If you have declared a disability in your application, we guarantee an interview if you meet the essential criteria of the job. If you are invited for interview, you will be asked if you need any reasonable adjustments in order to attend, and we will make these wherever possible.

We reserve the right to extend or close this vacancy early without warning subject to the volume of suitable applicants.