Tenancy Sustainment Officer (FTC: Dartford, Kent)

An exciting opportunity has emerged for a Tenancy Sustainment Officer to join the housing department at one of Adecco’s most improved public sector clients, initially until the end of March 2025 and covering a secondment. This role is working with people displaced from their homes.

Based in Dartford in Kent for 1 day each week but offering hybrid working, this is a full time role (35 hours per week, Monday to Friday) and a car driver/owner is essential (so that you can carry out visits at residents’ homes across Kent, London and parts of Essex). In this role you will be providing flexible support and assistance to a case load of vulnerable customers who may be facing complex issues relating to their home, tenancy or community.

Reporting into the Head of Supported & Retirement Living, you will help the customer navigate through their customer journey so they live in a home that is right for them. Initially the focus will be customers who have identified support needs and who are failing their tenancies.

Other key elements of the role include:

In complex cases, providing intensive management, coordination and support to customers who may be having enforcement action taken against their tenancy and have identified support needs.
Sign posting customers to specialist agencies to help meet identified support needs, and manage their home and tenancy.
Working alongside Property Services colleagues and Income & Advice teams to engage with customers who are not providing access to their home or responding to their landlord.
Flagging any safeguarding concerns and working with third parties to build the customers trust so they are safe in their home.
Working collaboratively across the business to ensure the vulnerable customer is at the centre of all communications.
Leading on specialist areas of mental health, substance abuse, working with non-engagers, hoarding and domestic abuse and attend forums to underpin your knowledge and share good practices with the wider organisation.
Supporting and advising colleagues across the business who are dealing with vulnerable customers that sit outside your case load.
Working closely with other professionals in order to provide a holistic approach to supporting the customer e.g. – coordinating professionals’ meetings when necessary and attending external meetings in relation to their support needs.
Carrying out risk assessments with each customer that highlights any risk to themselves, their home, community or others which is reviewed
Risk assess and provide a structured plan of support to enable vulnerable customers to understand their responsibilities and support them to develop effective strategies to manage those responsibilities.

A good knowledge of welfare benefits and the reforms as well as excellent written and verbal communication with the ability to explain complex information to a variety of audiences is key for this role. Demonstrable experience of working with complex housing related issues and vulnerable customers is also very important.

The salary range is 31,977 to 39,971 per annum with an essential car user allowance of 2,272 per annum (suitable car insurance including business use is required). A basic DBS is needed too.

Only applicants who feel they meet the above criteria (candidates will ideally come from a public sector housing background but this is not essential), and can interview virtually in January 2025 need apply.