Tenancy Sustain Officer

Job Advert Do you have experience supporting people to sustain their tenancies, a passion for helping others, and the ability to work with individuals facing complex challenges?

We're looking for a Tenancy Sustain Officer to join our team and play a key role in helping customers maintain successful tenancies and access the support they need to thrive.

This role covers Liverpool and the wider North West region.

Responsibilities

• Manage a caseload of customers requiring tenancy sustainment support, ensuring services are tailored to individual needs and circumstances.
• Undertake assessments of need for customers presenting with complex issues, identifying risks and implementing appropriate interventions.
• Provide practical advice, guidance and support to help customers sustain their tenancies and prevent homelessness.
• Support customers to access services relating to welfare benefits, financial wellbeing, mental health, substance misuse, domestic abuse and other support needs.
• Identify and respond to safeguarding concerns involving children and vulnerable adults, following relevant procedures and referral pathways.
• Work collaboratively with customers and their families to improve wellbeing, independence and long-term tenancy outcomes.
• Lead and participate in multi-agency meetings, building strong relationships with partner organisations and support agencies.
• Develop action plans to address issues such as hoarding, property neglect and tenancy-related risks.
• Support customers setting up new tenancies and accessing the resources needed to establish their home successfully.
• Identify opportunities for grants, funding and additional support to address food, fuel and furniture poverty.
• Maintain accurate case records, interventions, referrals and outcomes using case management systems.
• Keep up to date with welfare reform, housing legislation and best practice to ensure customers receive accurate advice and support.
• Work flexibly and proactively to meet changing service demands and customer needs.

Qualifications

• Level 3 CIH qualification or willingness to work towards.
• GCSE English and Maths (or equivalent).
• Experience working within housing, social care, support services or a related environment.
• Experience completing assessments, developing support plans and delivering customer-focused interventions.
• Knowledge of safeguarding policies and procedures relating to children and vulnerable adults.
• Experience managing complex cases and making decisions in challenging situations.
• Understanding of welfare benefits, financial inclusion and tenancy sustainment principles.
• Ability to manage a varied caseload and work independently under pressure.
• Strong communication and interpersonal skills, with the ability to build effective relationships with customers and partner agencies.
• Ability to work flexibly, adapt to change and demonstrate resilience when managing challenging situations.
• Good IT skills and experience using a range of software packages.
• Full UK driving licence is desirable.
• Commitment to equality, diversity, safeguarding and excellent customer service.