Tenancy Sustainment Officer

A respected housing provider committed to delivering high-quality housing services and supporting residents to maintain safe, secure and sustainable tenancies. They place residents at the heart of everything they do and are seeking an experienced professional to join their Rental Income and Housing Management team. As the Tenancy Sustainment Officer, you will play a pivotal role in supporting vulnerable residents to sustain their tenancies through specialist welfare advice, income maximisation and tailored support.

Responsibilities

Manage a high-volume case-load of vulnerable residents, delivering tailored tenancy sustainment and financial inclusion support; Complete holistic assessments, home visits, risk assessments and personalised support plans to help residents maintain independent living; Provide expert advice on Housing Benefit, Universal Credit, welfare benefits, Discretionary Housing Payments, Household Support Fund applications and income maximisation opportunities; Work collaboratively with housing teams, local authorities and external agencies, managing referrals and coordinating support for residents with complex needs; Maintain accurate case records, contribute to performance targets, deliver excellent customer service and support colleagues through training and knowledge sharing where required.

Requirements

Previous experience within housing management, tenancy sustainment, welfare benefits or financial inclusion; Excellent working knowledge of Housing Benefit, Universal Credit and wider welfare benefit legislation; Proven experience supporting vulnerable residents, including individuals with complex needs, safeguarding concerns; Strong case management, communication and partnership-working skills, with the ability to manage a busy and varied workload; A proactive, empathetic and solution-focused approach, with a genuine passion for improving resident outcomes and sustaining tenancies.