Tenancy Manager

Role Overview

We are seeking an experienced and highly organised Tenancy Manager to manage all aspects of tenancy administration and ongoing tenancy management across a residential property portfolio.

The successful candidate will act as the main liaison between landlords, tenants, contractors and internal colleagues. They will be responsible for ensuring that tenancy matters are handled accurately, professionally and in accordance with relevant legislation and company procedures.

This role requires strong property-management knowledge, excellent communication skills and the ability to manage a busy workload with minimal errors or complaints.

Requirements

Key Responsibilities

Tenancy Management

• Respond to landlord and tenant enquiries promptly and professionally.
• Act as the main point of contact for matters relating to active tenancies.
• Arrange and administer tenancy terminations.
• Process notices received from tenants.
• Manage early termination requests.
• Arrange property check-outs.
• Handle deposit negotiations and deposit returns.
• Prepare and submit deposit disputes where required.
• Manage tenancy-related and neighbour disputes.
• Cancel rent guarantee policies when necessary.
• Ensure all daily diary actions are completed without unnecessary carry-over.
• Maintain complete and accurate records of every action and communication, including attempted contact.
• Communicate updates and messages clearly to colleagues through the company’s property-management system.

Rent and Arrears Management

• Monitor rent accounts and identify arrears promptly.
• Contact tenants to collect outstanding payments.
• Notify landlords of rent arrears and provide regular updates.
• Submit Universal Credit documentation, including UC47 claims, where applicable.
• Maintain accurate records of payment arrangements and arrears activity.
• Escalate unresolved arrears in accordance with company procedures.

Maintenance and Repairs

• Receive, assess and action maintenance reports within agreed company timescales.
• Determine the urgency, risk and potential danger associated with reported repairs.
• Provide tenants and landlords with appropriate advice regarding their obligations.
• Appoint suitably qualified and registered contractors.
• Obtain quotations and landlord approval where costs exceed the authorised spending limit.
• Ensure contractors respond promptly and complete work within agreed timescales.
• Follow up on every maintenance job until satisfactory completion.
• Obtain photographic evidence of completed work where possible.
• Collect contractor invoices and add them to the relevant landlord ledger for payment.
• Deal with local authority schedules of work and improvement notices.
• Identify whether works are regulated or require formal reporting.
• Maintain clear communication with landlords throughout the maintenance process.

Compliance

• Run weekly property safety and compliance reports.
• Monitor expiry dates and renewal requirements for:
• Gas safety certificates
• Electrical safety certificates
• Energy Performance Certificates
• Fire safety documentation
• Emergency lighting inspections
• Portable Appliance Testing
• Property licences
• Visa or right-to-rent expiry dates
• Chimney sweep certificates
• Chase outstanding safety certificates and compliance documents.
• Ensure that property licensing remains current and appropriate.
• Manage failed Electrical Installation Condition Reports and arrange required remedial works.
• Escalate serious compliance risks immediately.
• Maintain accurate audit trails and supporting documentation.

Client and Customer Care

• Provide positive, professional and proactive communication at all times.
• Keep landlords informed of tenancy, maintenance, compliance and arrears matters.
• Report anomalies or risks and take appropriate action to resolve them.
• Manage expectations clearly and provide timely progress updates.
• Handle complaints sensitively and work to achieve satisfactory outcomes.
• Help retain landlords by delivering an accurate and dependable service.
• Represent the company professionally in every interaction.

Candidate Requirements

The ideal candidate will have:

• Previous experience in tenancy management, property management or residential lettings.
• A strong understanding of tenancy agreements and the obligations of landlords and tenants.
• Experience managing maintenance, arrears, deposits, compliance and tenancy terminations.
• Excellent written and verbal communication skills.
• Strong attention to detail.
• The ability to manage a high-volume workload and competing priorities.
• A customer-focused and solutions-driven approach.
• The confidence to handle difficult conversations and disputes.
• Strong organisational and record-keeping skills.
• The ability to work independently and take ownership of cases.
• Experience using property-management or CRM systems.
• ARLA or equivalent property qualification would be advantageous.

Required Knowledge

Candidates should have a practical understanding of:

• Residential tenancy agreements
• Deposit protection and dispute processes
• Rent arrears procedures
• Universal Credit and the benefits system
• Houses in Multiple Occupation compliance
• Property licensing requirements
• Landlord repairing obligations
• Section 11 of the Landlord and Tenant Act 1985
• The Homes (Fitness for Human Habitation) Act
• The Housing Health and Safety Rating System
• LACORS fire-safety guidance
• Gas, electrical, fire and general property-safety compliance

Key Performance Measures

Performance in the role will be assessed against:

• Landlord and client satisfaction
• Portfolio retention
• Rent arrears levels
• Deposit-return timescales
• Successful resolution of overpayments
• Number of completed maintenance jobs
• Maintenance completion timescales
• Outstanding safety certificates
• Compliance accuracy
• Quality and completeness of system records
• Timely completion of diary actions
• Resolution of tenancy and customer-service issues