JOB INTRODUCTION

Pinnacle Group are looking for a Housing Officer to deliver a mobile patch-based housing management service. The role involves attending appointments with service families as they move into and out of their homes and while they are in occupation. In addition to delivering housing management services, the Housing Officer will play a key role in developing relationships and engaging with stakeholders including industry partners to ensure families receive a holistic and seamless individual and patch management service
You will be joining our Homes Team based in Aldershot. Our Homes team plays a crucial role as part of Pinnacle Service Families, our largest contract managing 49,000 military family homes on behalf of the Ministry of Defence. As part of the team, you’ll sign up to our mission: To be champions of Service Families, advocating for them in everything we do.
The ideal candidate will bring proven experience in housing management or a customer-focused operational environment, with a genuine commitment to delivering high-quality services to service families. They will be confident working independently across a mobile patch, demonstrate strong organisational and communication skills and be comfortable engaging with a wide range of stakeholders including military personnel, local agencies and industry partners.
This is a fixed-term role until the end of May 2026, with frequent travel across Aldershot, Winchester, Andover and Middle Wallop. A full UK driving licence is essential, an electric company car is provided.

WHO WE ARE

Pinnacle Group is a leading UK private sector provider of housing and neighbourhood services, managing and maintaining communities where people live, learn, work and play.
We’re a people-first organisation with a values driven culture that has remained consistent for thirty years; living through how we treat our employees and our customers.

WHO WE’RE LOOKING FOR

We’re looking for someone who, alongside the key criteria below, will sign up to our values of Trust, Respect, Involve, Challenge and Deliver Excellence and will be determined to maintain the confidence of our clients and communities.

Key responsibilities:

• According to contractual requirements provide services to families as part of the occupancy cycle such as planning for, attending, and administering pre move out, move out, pre move in, move in and 14-day observation (settling in) visit appointments while working collaboratively with industry partners to meet the required standards
• Work in partnership with RAMS (responsible for void preparation works) to achieve the contractual move in standards ensuring families receive high quality homes and a welcoming/helpful service
• Ensure contractual occupancy move out standards are met, and recharges applied and allocated to service families using an evidence-based approach and high levels of diplomacy
• Contribute to and or lead on ensuring families and the places that they live receive a comprehensive and holistic patch service by raising, reporting, and monitoring to a successful conclusion any health and safety concerns, issues which impact on service families lived experience in their homes and or the areas they live in.
• In liaison with regional colleagues and managers, proactively plan, monitor, and manage routine appointments ensuring that any short notice changes are communicated immediately to relevant internal and external stakeholders
• Ensure garage voids are minimal and garages are managed/maintained efficiently and effectively along with accurate record keeping
• Liaise, engage, and work in partnership with a range of internal and external stakeholders including planning and coordinating patch / location walkabouts with stakeholders
• Liaise with and work in partnership with local agencies, charities, support providers, military liaison officers, service hubs and statutory authorities to deliver joined up support and services to families
• Support large scale and sometimes short notice moves which may require regional and national travel with overnight stays – includes covering other Housing Officer’s planned and unplanned short notice absence
• Participate and support events and a range of activities to engage with service personnel and their representatives including planning, organising, and attending one off and routine service family housing surgeries and stakeholder meetings
• Lead and assist in the investigation and resolution of complaints and occupancy breaches to a successful conclusion – drafting responses and reports as required

Key requirements:

• Preferred 2 years working in public or private sector housing management or a customer service focussed operational environment. Applications from ex service personnel welcome.
• Full driving licence
• Occasional national (overnight stays) but frequent regional/patch travel
• Demonstrates commitment to and passion for providing enhanced services to service families
• Must be eligible for relevant security and clearance checks
• Ability to work independently across a mobile patch

• According to contractual requirements provide services to families as part of the occupancy cycle such as planning for, attending, and administering pre move out, move out, pre move in, move in and 14-day observation (settling in) visit appointments while working collaboratively with industry partners to meet the required standards
• Work in partnership with RAMS (responsible for void preparation works) to achieve the contractual move in standards ensuring families receive high quality homes and a welcoming/helpful service
• Ensure contractual occupancy move out standards are met, and recharges applied and allocated to service families using an evidence-based approach and high levels of diplomacy
• Contribute to and or lead on ensuring families and the places that they live receive a comprehensive and holistic patch service by raising, reporting, and monitoring to a successful conclusion any health and safety concerns, issues which impact on service families lived experience in their homes and or the areas they live in.
• In liaison with regional colleagues and managers, proactively plan, monitor, and manage routine appointments ensuring that any short notice changes are communicated immediately to relevant internal and external stakeholders
• Ensure garage voids are minimal and garages are managed/maintained efficiently and effectively along with accurate record keeping
• Liaise, engage, and work in partnership with a range of internal and external stakeholders including planning and coordinating patch / location walkabouts with stakeholders
• Liaise with and work in partnership with local agencies, charities, support providers, military liaison officers, service hubs and statutory authorities to deliver joined up support and services to families
• Support large scale and sometimes short notice moves which may require regional and national travel with overnight stays – includes covering other Housing Officer’s planned and unplanned short notice absence
• Participate and support events and a range of activities to engage with service personnel and their representatives including planning, organising, and attending one off and routine service family housing surgeries and stakeholder meetings
• Lead and assist in the investigation and resolution of complaints and occupancy breaches to a successful conclusion – drafting responses and reports as require