Tenancy Sustainment Officer

The areas in which we are looking for candidates are as follows: West Midlands, Lancashire/Greater Manchester, Staffordshire, Cheshire, Leicester, Sheffield.

Supported housing provision for people experiencing homelessness, rough sleeping, or housing crisis. The service provides a safe place to stabilise, engage with support, and work towards longer-term accommodation and independence. Service users fall under the following criteria:

• Entrenched or repeat homelessness and rough sleeping.
• Poor mental health, trauma, emotional distress or dual diagnosis.
• Drug and alcohol use, addiction, recovery needs or relapse risk.
• Contact with criminal justice services, probation, MAPPA/MARAC or other risk management arrangements.
• Financial exclusion, debt, rent arrears, benefit issues and limited tenancy management skills.
• Safeguarding concerns, domestic abuse, exploitation, offending risk, anti-social behaviour or other complex risk factors.

The service is inclusive and aims to avoid unnecessary exclusion. Where higher levels of risk are present, the team works collaboratively with partner agencies, including probation, police, fire services, health, mental health, substance misuse and local authority teams, to put appropriate support and risk management plans in place.

Working in these services requires:

• A calm, resilient and professional approach in a complex supported housing environment.
• The ability to build trust, show empathy, maintain boundaries and work safely.
• Confidence in recording accurate notes, incidents, safeguarding concerns and interventions on digital systems.
• An understanding of safeguarding, risk, confidentiality, professional curiosity and multi-agency working.
• A commitment to equality, dignity, empowerment and service user choice.
• The ability to follow policies, procedures and escalation routes, particularly when responding to incidents, tenancy breaches or health and safety concerns.

Specific Job Roles:

Service Coordinators are frontline support workers/key workers. Their main purpose is to provide person-centred support to people with multiple and complex needs, helping them stabilise, identify goals, reduce risk, build independence and move towards longer-term accommodation.

• Manage a caseload of service users and build positive, purposeful working relationships.
• Complete and review support plans, risk assessments, wellbeing plans and outcome-focused goals.
• Hold meaningful and motivational conversations that help service users engage with support and make informed choices.
• Support access to relevant services, including rehabilitation, substance misuse services, mental health support, medical care, benefits, financial support, training, employment and community resources.
• Use trauma-informed, psychologically informed, strengths-based and empowering approaches.
• Record case notes, interventions, risk updates, safeguarding concerns and outcomes accurately on the CRM system.
• Work flexibly across a rota, including some evening and weekend activity/support delivery as required.

Tenancy Sustainment Officers lead on the housing management and tenancy sustainment elements of the service. Their role is to help service users understand and meet the requirements of their occupancy or tenancy agreement, maintain safe accommodation, manage rent accounts and address breaches in a fair, structured and supportive way.

• Assess applicants against service criteria and support the move‑in/sign‑up process.
• Manage rent accounts, monitor arrears and follow rent arrears procedures, including contact with Housing Benefit or other relevant agencies.
• Complete health and safety checks, property inspections, home standards checks and building-related tasks.
• Support service users to develop tenancy skills, budgeting skills, financial inclusion skills and the practical skills needed to maintain a home.
• Respond to tenancy breaches, anti-social behaviour, property damage or occupancy agreement concerns using appropriate policy and procedure.
• Work with Service Coordinators to ensure tenancy concerns are reflected in support plans and risk management plans.
• Use enforcement action only where necessary and proportionate, ensuring support options and alternative solutions have been considered before escalation to eviction.
• Maintain accurate tenancy management records, inspection records and case notes on the CRM system.

Suitable candidates are likely to have: housing management experience, awareness of homelessness and multiple disadvantage, strong organisation, confidence following procedures, experience managing rent accounts or arrears, knowledge of health and safety standards, safeguarding awareness and the ability to balance support with clear tenancy enforcement.

Working in these roles provides a real opportunity to make a difference to individuals’ wellbeing and quality of life, helping on the road to independence and personal sustainability following crisis or personal downturn.

Required Qualifications/Training:

• Mandatory Care Training (Care Certificate or equivalent) dated within last 12 months, plus:
• Professional Boundaries
• Safeguarding – Level 2 minimum
• Managing Challenging Behaviour / De‑escalation
• Trauma Informed Care
• Fire Warden Training (within past 3 years)
• Naloxone Administration
• Overdose Awareness