Tenancy Sustainment Officer

About the role

This role places customers at the heart of every decision, providing meaningful support, clear guidance, and access to the right services to help residents build stable, successful tenancies and improve their quality of life.

Key responsibilities

• Deliver intensive, hands‑on housing management support to vulnerable tenants, helping them sustain successful tenancies.
• Proactively engage with customers at risk of anti‑social behaviour, tenancy breaches or disengagement, rebuilding relationships and resolving issues.
• Assess individual needs and develop tailored support plans in partnership with Housing Officers and external agencies.
• Provide practical advice on home management, benefits, digital inclusion, employment and training opportunities.
• Collaborate with internal teams and external partners such as local authorities, charities and health providers to deliver a joined‑up tenancy sustainment service.

Required profile

• Proven experience supporting vulnerable individuals, preferably within social housing or a similar support‑focused environment.
• Strong communication and resilience, able to handle challenging situations face‑to‑face, by phone and in writing.
• Experience assessing risk and needs and delivering effective one‑to‑one support.
• Ability to work collaboratively with partner agencies, with strong advocacy and negotiation skills.
• Organised, self‑motivated and capable of managing workload, prioritising tasks and maintaining accurate records.

Required skills

What we offer

• Flexible working options including flexi‑time and hybrid working.
• Free, fully equipped onsite gym and changing facilities.
• Opportunities to volunteer and contribute to community projects.