Tenant Engagement Officer – Community Partnership

About the role

The Community Partnership & Engagement Officer will lead tenant engagement and resident involvement initiatives for a values‑driven housing provider across the West Midlands. Working closely with operational teams, senior leaders and external partners, you will ensure residents have a meaningful voice in service delivery and help raise overall customer satisfaction.

Key responsibilities

• Develop and deliver customer engagement strategies and resident involvement programmes.
• Facilitate tenant panels, scrutiny groups, forums and engagement events.
• Monitor compliance with Consumer Standards, Tenant Satisfaction Measures and Housing Ombudsman requirements.
• Produce reports, surveys, annual tenant reports and impact assessments.
• Manage customer feedback, complaints monitoring and service‑improvement initiatives.
• Build partnerships with community organisations, stakeholders and external agencies.
• Support staff training on customer engagement and tenant participation.
• Line‑manage a Community Partnership & Engagement Assistant.
• Represent the organisation at meetings, forums and community events across the region.

Required profile

• Experience in social housing, community engagement or a related sector.
• Strong knowledge of tenant engagement, customer satisfaction and resident participation principles.
• Proven ability to produce reports, analyse performance data and present findings to diverse stakeholders.
• Previous experience managing or supervising staff.
• Excellent stakeholder management and relationship‑building skills.
• Familiarity with housing regulation, consumer standards and complaints handling frameworks.
• Strong communication, influencing and organisational abilities.
• A full UK driving licence and access to a vehicle.

Required skills

• Digital and IT skills, including use of social media and online engagement platforms.