Tenancy Sustainment Officer

About the Role

Support residents through meeting in person to understand their current circumstances.

Complete a full income and expenditure assessment (that includes for prospective new tenants) using the 'Better off income and expenditure calculator' that also highlights if there are any welfare benefits that residents could be claiming.

Jointly agree a plan of action with many examples including providing support with Universal Credit Housing costs and completing an appeal regarding benefit entitlement.

About You

You will love working with people, have brilliant communication skills (email, letter, WhatsApp/text messages, communicating face to face, and telephone calls), experience of working with diverse communities, and experience of successfully working with colleagues in other teams and with external partners.

Job Purpose

Provide a brilliant service to residents who have Assured Periodic Tenancies (formerly known as Assured Shorthold Tenancies) in the areas of Welfare Benefits (with experience and expertise with Universal Credit), through meeting residents in their home, at an office location, and through telephone conversations.

You will work closely with individual people and families who may be facing financial hardship, challenges with their mental health, who are at risk of homelessness, and are seeking support with other barriers that are putting the sustainment of their tenancy at risk.

You will provide practical advice, early intervention, and coordinated support to obtain successful outcomes for people.

Regularly review support plans with residents in collaboration with other support agencies to ensure the appropriate type of support remains in place.

Meet key personal and team targets and objectives that will be reflective of a dynamic commercially driven team with a skill set to maximise collection of the annual debit of approximately £44m (based on the 2025/26 financial year for all homes), including delivering fantastic teamwork. This will include meeting caseload targets and targets for additional income gained for residents.