Policy and Engagement Officer (Research and Monitoring)

• Reference: EC278
• Division: Crawley Homes
• Salary: £31,410.00 - £37,065.00 per annum
• Contract type: Permanent
• Posted on: 10 July 2025
• Interview date:31 July 2025
• Extra payment(s): Not applicable

• Positions: 1
• Category: Housing
• Grade: F - G
• Working hours: 37 per week
• Closing date: 24 July 2025
• Location: Town Hall, Crawley
• Location type: Hybrid

About the role

Are you passionate about making a difference in social housing? Do you have a flair for research, data analysis, and community engagement? We are seeking a dynamic and driven Policy and Engagement Officer (Research and Monitoring) to join our Crawley Homes team.

In this important role, you will lead on tenant satisfaction research, performance reporting, and regulatory compliance. Your work will directly influence service improvements and ensure that the voices of our tenants, leaseholders, and shared owners are heard and acted upon.

Key responsibilities include:

• design and deliver Tenant Satisfaction Measures (TSM) surveys and analyse results
• engage directly with residents through interviews, meetings, and community-based research
• collate and present feedback to inform service improvements and policy recommendations
• report on tenant satisfaction, complaints and neighbourhood issues to senior management
• ensure compliance with regulatory standards including Awaab’s Law and the Housing Ombudsman’s Complaints Handling Code
• manage statutory data returns, for example Local Authority Housing Statistics (LAHS), Local Authority Data Return (LADR) and TSM
• support the development of evidence-based policies and service delivery improvements

We're looking for someone with:

• strong research, analytical, and communication skills
• experience in conducting surveys, interviews, and focus groups
• the ability to interpret and present data clearly
• knowledge of housing sector regulations and consumer standards
• experience in data analysis, reporting, and customer engagement

It would also be desirable to have:

• experience in tenant engagement or local government
• knowledge of housing management systems (for example, Active H)
• Chartered Institute of Housing (CIH) or other relevant housing qualification
• a full current UK driving licence

Crawley is a great place to work, with a thriving business district and excellent transport connections including nearby Gatwick Airport. We are based in our modern Town Hall which opened in 2023 and is located a short walk from the town centre and railway station.

We recommend that you submit your application as soon as possible, as we may close this advert before the stated closing date if enough applications are received.

Additional information

Satisfactory clearance of a Basic Disclosure and Barring Service check (DBS) is a condition of employment.

You will need to be able to join community events and meetings outside of standard working hours on occasion, for which time off in lieu would be given.

Employee benefits

We offer a generous employee benefits package, with a range of discounts, benefits and wellbeing incentives to suit everyone.

Our way of working

Our shared values and behaviours reflect the special nature of our council. We encourage all colleagues to put them into practice, whatever job they do. Take a look to see if we are the perfect match.

Safer recruitment

Crawley Borough Council is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment. We want to be an inclusive and diverse employer of first choice reflecting the community we serve and particularly welcome applications from all under represented groups.

How to apply

Click the Apply button to complete your application online. Please ensure that the reference details you supply are for your current or most recent employer and that any gaps in employment are covered on your application form. Please note that CVs will not be accepted without a fully completed application form.

For an informal conversation or further information regarding the role, email georgia.leigh@crawley.gov.uk, Policy and Engagement Manager.

Related documents

• Policy and Engagement Officer (Research and Monitoring) job description (PDF, 134.87 KB)