Tenancy Progression Officer

Location: London/Hybrid
Contract: Full-time
Salary: Competitive
Start Date: ASAP

Are you a detail-oriented and customer-focused professional with experience in tenancy progression? This is an exciting opportunity to join a dynamic housing team supporting customer tenancies. You'll play a key role in managing the customer journey from application to move-in, helping to reduce void periods, maximise income, and ensure compliance with housing regulations.

About the Role

As a Tenancy Progression Officer, you'll be responsible for the smooth and efficient handling of tenancy applications - from the first expression of interest right through to move-in. You'll work closely with internal teams and external partners to ensure all records, files, and processes are accurately managed, in line with KPIs and legal requirements.

This role is perfect for someone who thrives in a fast-paced environment, enjoys working with people, and takes pride in delivering exceptional service.

Key Responsibilities

• Manage tenancy applications and referencing, ensuring all checks and documents are completed on time.

• Maintain a live database of active applications to ensure accurate tracking and progression.

• Collaborate with Lettings and Property Management teams to ensure homes are ready for occupation.

• Act as the main point of contact for prospective tenants, providing support and clear communication throughout the process.

• Liaise with external stakeholders, such as referencing agencies and mortgage advisers.

• Ensure all files are compliant with internal policies and external regulatory standards (e.g. GLA/Homes England).

• Take and process tenant payments, including reservation fees, deposits, and initial rent.

• Identify and report risks such as tenancy fraud or non-compliance with procedures.

What We're Looking For

Essential skills and experience:

• Proven experience in tenancy progression, lettings, or housing administration.

• Strong organisational and time-management skills with a track record of meeting KPIs.

• Excellent customer service and communication skills.

• Confident handling sensitive information and financial transactions.

• Ability to work independently and collaboratively in a team environment.

• Good knowledge of the London rental market.

• Familiarity with ASTs, deposit registration, and tenancy compliance.

• Excellent IT skills, including Microsoft Office and tenancy management systems.

What You'll Bring

• A proactive and responsible approach to work.

• A genuine passion for helping people through one of the most important decisions of their lives - finding a home.

• Commercial awareness and financial acumen.

• High attention to detail and a commitment to process compliance