Delivering outstanding services by putting residents first

At the Royal Borough of Kensington and Chelsea, our residents are at the heart of everything we do. As a Visiting Officer, you'll be their first point of contact - someone they can trust, someone who listens and someone who takes action. It's a role where you'll build strong relationships across our communities, while helping us deliver high-quality services where they're needed most. It's a chance to make a genuine difference, one home at a time.

Working Style:

You'll be based in the Borough for four/five days a week, playing a key role in serving the local community. Whether you're working on the frontline or behind the scenes, you'll be part of a dedicated team making a real difference to residents' lives.

What you'll be doing:

In this role, you'll carry out Annual Home Visits to council tenants across Kensington and Chelsea. You'll gather information about each household to help us better understand residents' needs, ensuring services are shaped around them. From identifying maintenance issues and safety risks to checking fire alarms and carbon monoxide detectors, your visits will support safe and well-maintained homes.

When you spot issues like disrepair or poor living conditions, you'll raise them promptly with our Repairs or Neighbourhood Management teams, giving residents clear timeframes for what happens next. You'll also flag safeguarding concerns, make referrals to support services and follow up on complex cases where needed. Your ability to assess each situation - and act quickly - is key.

You'll be gathering household details such as occupancy, employment and disability status, helping us maintain accurate records and better plan services. You'll also explain capital works programmes and share updates on local estate projects, ensuring residents are kept informed.

From responding to emergencies to advising on tenancy matters, you'll handle a wide range of situations with professionalism, empathy and care. Every visit you make strengthens the trust between residents and the Council - and helps us shape a better service for the whole community.

To learn more, take a look at the full Job Description and Person Specification

What you'll bring

We're looking for someone with experience in housing or customer service who knows how to build meaningful relationships and navigate sensitive situations. You'll be organised, calm under pressure and comfortable working both independently and as part of a team.

Your understanding of health and safety will be important, as will your ability to prioritise tasks and keep clear, accurate records. Strong communication skills are essential, especially when visiting residents in their homes and discussing personal or complex issues. Most of all, you'll be caring, solution-focused and committed to doing the right thing - every time.

You'll need to be confident accessing homes, asking the right questions and gathering the information that helps us support residents effectively. Whether you're resolving an issue, explaining a process or simply listening, your goal is always to leave residents feeling heard and supported.

Why join us

You'll be joining a warm, supportive team that works hard and looks out for each other. There's a real sense of camaraderie and shared purpose - everyone is committed to doing their best for our residents. You'll also benefit from ongoing training and development, with access to learning opportunities across both the department and the wider council.

This is a role where you'll see the difference you make every day. You'll build trust, provide support and help shape a better service for everyone who lives in our borough. It's fast-paced and sometimes challenging, but incredibly rewarding.

Interview Details:

Interviews will be held W/C 09/06/2025

About us

Kensington and Chelsea is home to diverse communities, thriving businesses and unique local places. Everything we do is focused on supporting our residents, strengthening our approach and creating a fairer borough.

As a competent and caring Council, we take pride in our work every day, ensuring our services are delivered with care and competence. We listen to our residents, act with integrity and work together to build a borough that is greener, safer and fairer for all.

In this role, you'll play a central part in that commitment. Your work will help us strengthen community relationships and provide services that meet the highest standards of safety, empathy and accountability.

Ready to apply?

We're all in - are you? If this sounds like the right fit for your skills and values, we'd love to hear from you.