Job Description
Job Title
Tenancy Support Officer
Service Area
Communities & Homes – Estates Management
Reports To
Housing Services Team Leader
Grade
Grade E
Location
Hybrid – office, community, and home-based working
Purpose of the Role
To provide intensive tenancy support to council tenants with complex needs, enabling them to sustain their tenancies and live independently.
The postholder will undertake tenancy audits, home visits, and needs assessments to identify support requirements, ensure tenancy compliance, and safeguard vulnerable residents.
Working collaboratively with internal teams and external agencies, the Tenancy Support Officer will develop and coordinate tailored support plans, promote financial wellbeing, maximise household income, and help tenants access appropriate services.
The role contributes to the delivery of a high-quality housing service in line with council policies, procedures, values, and statutory obligations.
Key Responsibilities
Tenancy Support and Case Management
- Deliver a person-centred tenancy support service to tenants referred to the service.
- Carry out home visits, tenancy audits, welfare checks, and needs assessments.
- Develop, implement, and review individual support plans with tenants.
- Support tenants to sustain their tenancies and maintain independent living.
- Identify safeguarding concerns and make appropriate referrals in accordance with council procedures.
- Maintain accurate, timely, and confidential case records.
Financial Inclusion and Income Maximisation
- Support tenants with budgeting, money management, and financial capability.
- Assist tenants to access welfare benefits, grants, and other financial assistance.
- Work with tenants to maximise household income and reduce financial hardship.
- Liaise with Housing Officers and the Revenues Team to address rent arrears and other debts owed to the council.
Tenancy Audits and Compliance
- Conduct tenancy audits to verify occupancy, identify tenancy breaches, and ensure properties are being used in accordance with tenancy agreements.
- Identify and investigate issues including unauthorised occupation, subletting, abandonment, or other tenancy concerns.
- Maintain detailed records and evidence to support enforcement action where required.
- Prepare concise reports and maintain records that may be used in legal proceedings.
Partnership Working
- Work closely with Housing Management, Customer Advice and Support Teams to provide a seamless customer experience.
- Develop effective relationships with partner agencies including social services, health professionals, police, voluntary organisations, housing associations, and support providers.
- Maintain up-to-date knowledge of local services and referral pathways.
Team Contribution
- Provide day-to-day operational guidance and support to the Tenancy Support Assistant.
- Contribute to service improvement initiatives, working groups, and policy development.
- Support the achievement of service objectives, performance indicators, and operational targets.
- Promote tenant participation and engagement across the service.
General Responsibilities
- Comply with all council policies, procedures, and codes of conduct.
- Maintain compliance with data protection, confidentiality, and information governance requirements.
- Adhere to health and safety legislation and council policies.
- Support the council’s commitment to equality, diversity, inclusion, and safeguarding.
- Undertake any other duties appropriate to the grade and responsibilities of the post.
Key Working Relationships
- Council tenants, residents, and tenant groups
- Housing Officers and Revenues Teams
- Social Services and safeguarding teams
- Police and community safety partners
- Health professionals, including GPs and mental health services
- Voluntary and statutory agencies
- Housing associations and local authorities
- Legal representatives and mediation services
- Internal council departments and elected members
Person Specification
Essential Knowledge and Experience
- Minimum of two years’ experience in a customer-focused environment.
- Experience supporting vulnerable individuals or customers with complex needs.
- Understanding of housing management and tenancy sustainment principles.
- Knowledge of tenancy enforcement processes and available enforcement tools.
- Experience of working with multiple agencies and partner organisations.
- Ability to manage a varied caseload and prioritise competing demands.
- Experience preparing accurate records, reports, and case notes.
- Understanding of confidentiality, data protection, and safeguarding requirements.
- Confidence in supporting customers with financial issues and income maximisation.
- Strong communication skills, both written and verbal.
- Ability to work independently and as part of a team.
- Commitment to equality, diversity, and excellent customer service.
Desirable Knowledge and Experience
- Knowledge of welfare benefits and financial inclusion services.
- Understanding of current housing issues and the social housing sector.
- Knowledge of health and safety legislation.
- Strong IT skills and experience using housing management systems.
- Membership of, or willingness to work towards membership of, the Chartered Institute of Housing or an equivalent qualification.
Additional Requirements
- Full current driving licence.
- Ability to work flexibly across office and community settings.
- Willingness to travel throughout the borough as required.
