Residential Support Executive, Wapping

To support the effective management of residential tenancies from offer acceptance through to tenancy termination, ensuring full compliance with lettings legislation, proactive rent and arrears management, and efficient coordination of tenancy administration, including debt recovery and customer service support to landlords and tenants.

Key Responsibilities

1. Front of house

Prepare and maintain property documentation, correspondence, marketing materials, and property records, ensuring accuracy and compliance with company standards.

Manage property advertising across online portals and other marketing channels, keeping information current and up to date.

Provide administrative support to the Sales and Lettings teams, including diary management, arranging viewings, coordinating property photography, and handling enquiries via telephone, email, and in person.

Oversee general office administration, including stationery and supplies management, filing, archiving, post handling, deliveries, and courier coordination.

Manage the collection, tracking, maintenance, and auditing of property keys.

Act as the first point of contact for visitors, clients, and colleagues, delivering a professional and welcoming front-of-house experience.

Ensure the office environment is well-presented, fully stocked, safe, and operational, carrying out regular office checks and identifying maintenance or health and safety issues.

Report and coordinate maintenance requirements with Fisco and external contractors, maintaining accurate facilities and maintenance records.

Support the smooth day-to-day running of the office through proactive administrative, operational, and facilities management support.

Assist with ad hoc projects and additional administrative duties as required.

2. Offer Progression & Tenancy Setup

Support the team in progressing tenancies from offer acceptance to move-in

Issue Tenancy Agreements and supporting documents

Coordinate referencing and Right to Rent checks

Booking of compliance certificates

AML searches

Booking of third-party services and checking completion of deal

Registering deposits

3. Compliance Coordination

Ensure all properties are legally compliant prior to tenancy start:

EPC

Gas Safety Certificate (CP12)

EICR

Deposit Prescribed Information

Arrange and track ongoing compliance certifications

Maintain accurate compliance records and flag upcoming expiries

4. Move-In Support

Coordinate check-ins and inventory reports

Ensure all documentation is signed and completed

Facilitate key handover process

Set up rent payments and tenant accounts

Notify utilities and local authorities where applicable

5. Rent Arrears Management

Monitor rent payments and maintain accurate rent records for non-managed tenancies

Identify late or missed payments promptly and follow internal rent arrears process

Support financial reporting to landlords

Follow structured arrears process:

Day 1 reminders (email/SMS)

Early intervention calls and follow-ups – follow Radar process

Support negotiation of repayment plans

Issue arrears correspondence and notices as required

Escalate serious arrears cases to manager:

Assist with Section 8 notice preparation

Maintain detailed arrears tracking on Radar

6. Rent Reviews & Section 13 Notices

Support rent review process in line with market conditions

Liaise with lettings managers and landlords regarding rent increases

Assist in negotiating revised rent with tenants

Prepare and issue Section 13 Notices (Form 4) where required

Track responses and tribunal referral outcomes if applicable

7. Ongoing Tenancy Support

Act as a key contact for tenant and landlord queries

Ensure continued legal compliance throughout the tenancy

8. Renewals

Assist with tenancy renewal process for NHA and company lets

Prepare renewal documentation

9. Notice & Tenancy Termination Support

Process tenancy notices:

Tenant notice to vacate

Support issuance of Section 13 and Section 8 notices

Track notice periods and ensure compliance requirements are met

10. Check-Out & Deposit Support

Coordinate check-out process

Send inventory reports to tenants and landlords

Support dispute handling through deposit schemes

11. Arrears Recovery & Bad Debt Chasing

Support lettings manager chasing outstanding rent and fees:

Issue statements and payment reminders

Follow structured escalation process within Radar

Support lettings recovery actions:

Payment plans

Debt collection referrals

Legal escalation (Letter Before Action / small claims)

Track and report on outstanding debt positions

12. Administration & Record Keeping

Maintain accurate tenancy and property records

Ensure documentation is compliant and audit-ready

Produce reports on arrears, compliance, and tenancy activity

Requirements

Skills

Experience in lettings, property management, or administration preferable but not essential

Strong organisational and multitasking skills

Confident communication and negotiation abilities

High attention to detail, particularly around compliance and documentation

Ability to handle sensitive matters professionally

Personal Attributes

Proactive and solution-focused

Strong attention to detail

Resilient and confident in difficult conversations

Customer-focused with a professional approach

Team-oriented with a flexible attitude

Additional Requirements

Experience using property management systems (e.g. Reapit, Radar, Goodlord) desirable but not essential

Benefits

Holidays: 25 days increasing in line with length of service to a maximum of 30 days

Enhanced auto enrolment pension scheme - to help you save for the future

Life assurance - to protect your loved ones

Interest free season ticket loans

Cycle to work scheme - discounted bicycles

Flu and eye care vouchers - to keep you healthy

Employee Assistance Programme - 24/7 health & wellbeing support

Help@Hand Remote GP app - to give you and your family access to medical experts quickly

Platform hosting 1000s of discounts at your favourite retailers, restaurants, supermarkets, leisure & days out venues,gyms and more

Family & wellbeing policy - including enhanced maternity pay, menopause support, neurodiversity support, carer support, company sick pay and much more

Plus a Flexible benefits policy that allows you to pick and choose additional benefits as below:

Purchasing up to 5 days additional holiday

Discounted gym membership

Discounted dental insurance

Discounted private medical insurance

Discounted critical health insurance and more

We recognise that diversity in all its forms including but not limited to race, gender, age, sexual orientation, disability, and background - enriches our workplace and enhances our ability to serve our clients and community effectively. Our goal is to create a culture where everyone feels empowered to bring their authentic selves to work, knowing their unique perspectives are welcomed and appreciated. We actively seek applicants from all backgrounds and want you to get in touch even if you don’t have all the skills we have asked for - we will support you with the development you need.

Recruitment agencies

Cluttons will only pay agency fees where a signed agreement is in place and the agency has been instructed by a member of our HR team. We do not accept speculative or unsolicited CVs from any third party, including recruitment agencies. Any CVs submitted to Cluttons or any of our employees outside of our formal recruitment process, including those sent directly to hiring managers or other employees, will be deemed unsolicited and will not be eligible for any agency fees.