Overall Responsibility
As a Tenancy Sustainment Officer, you'll use your knowledge and skills to provide a comprehensive and effective tenancy and asset management function for customers in our supported housing properties. You will assist customers to maintain their tenancy / licence agreement, ensuring they understand their rights, responsibilities and obligations.
The post-holder will manage a customer caseload across specified properties. You will manage the lettings process including promoting void units to relevant stakeholders. You will provide ongoing, intensive assistance to customers to enable them to maintain their tenancies and will be responsible for acting on any breaches to tenancy / licence agreements where required. You will be responsible for ensuring that properties are effectively maintained and compliant with relevant legislation.
Application closing date: 1 January 2026
Key Tasks and Responsibilities
* Provide advice and practical assistance to customers in order to prepare for their new tenancies when moving in.
* Promote voids to relevant stakeholders to ensure void loss is minimised.
* Undertake pre-lettings risk assessment and needs analysis.
* Manage new customer lettings process ensuring that customers are aware of their rights, responsibilities and obligations.
* Provide intensive assistance to customers enabling them to maintain their tenancies / licences.
* Ensure that all housing management functions, including voids and lettings, rent and service charge arrears, anti-social behaviour and other tenancy breaches, health and safety and fire checks, and repairs and maintenance are carried out to a high standard and in a timely fashion.
* Ensure that all compliance checks i.e. gas, legionella etc. are completed and recorded by their due date, and that the relevant certification is received and uploaded appropriately.
* Complete and record weekly property inspections.
* Facilitate property access for contractors as required.
* Maintain a property inventory and replenish any items as required.
* Ensure that properties are ready to let as soon as possible after they are void.
* Ensure that safeguarding’s, incidents, accidents and near misses are reported and responded to appropriately.
* Monitor and review CCTV footage where appropriate.
* Report and review maintenance works carried out in properties, confirming completion, and advising the Tenancy Sustainment Manager where there are any concerns regarding quality of repair.
* Assist the Tenancy Sustainment Manager in preparing a case for Court in relation to tenancy breach.
* Be a point of contact for, and promote positive relationships within, local communities.
* Collect rents and service charges and respond appropriately to any arrears.
* Ensure that sign-ups are completed at the earliest opportunity and that all associated paperwork is completed and returned to the relevant teams.
* To ensure that all paperwork relating to Housing Benefit claims is completed either at sign up, or at the earliest opportunity afterwards.
* Work collaboratively with all stakeholders to ensure that customers are able to thrive.
* Report and act on anti-social behaviour inlinewith Rolig’s policy and procedure, ensuring that any warning process is appropriately managed.
* Work with customers to ensure that rents and service charges are paid in line with tenancy / licence requirements.
* Collaborate with customers on identified goals and aspirations assisting with the search for appropriate move on accommodation when required.
* Ensure that case notes, risk assessments, and other case related details are appropriately recorded and updated on internal systems.
General Responsibilities
* Provide out of hours cover in line with rota arrangements.
* Customer focused with a genuine desire to achieve excellence in all areas of responsibility.
* Work in line with Rolig Homes purpose, core values, policies and procedures.
* Lead, manage, support and develop colleagues under your management in line with the values of Rolig Homes.
* Undertake any additional learning and development considered relevant to the performance and duties of this post.
* Participate fully in the appraisal and personal development programme.
Job Summary
This job description is only a summary of the typical functions of the job, not an exhaustive or comprehensive list of all possible responsibilities, tasks, and duties. Other responsibilities, tasks and duties may be added at the discretion of the management team.
What we offer you
As a member of our team, you will be part of an engaging, friendly and supportive working environment.
We invest in our people, and you will be able to develop your skills and be part of something that makes a real difference to people's lives. This role can give you the opportunity for a career within a successful and diverse organisation.
Benefits
* Salary of £33,000
* 37 hours per week
* Hybrid role with home working where appropriate
* 25 days holiday (plus bank holidays) and 1 day extra for every year of service up to 5 years.
* Access to the Employee Assistance Programme and ‘Wisdom’ App for staff and family members
* Pension contribution of 9% (5% personal and 4% company contributions)
* Voucher incentive and rewards scheme
* Commitment to personal growth and development
* 4 weeks full sick pay (per annum)
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