Tenancy Sustainment Officer in London

Department: Housing Services

Location: All Sites

Grade/Salary: (SO1 SP29-31) £40,632-£42,998

Reports To: Housing Manager

Contract Type: Permanent / Full-Time (35 hours per week)

East End Homes is a community-led and locally based housing association in the London Borough of Tower Hamlets. Our mission is to provide services that meet the needs and aspirations of local residents. We own and manage over 3,900 homes across five estates - Glamis, Holland, Island Gardens, Mile End, and St George's. We operate from offices in the heart of each of our communities and run four community centres. As a not-for-profit housing association, we reinvest our profits back into improving homes and services for residents.

Job Purpose

To support East End Homes residents to sustain their tenancies by addressing the wide range of issues that can place a tenancy at risk. This includes providing high-quality, person-centred support in areas such as income maximisation, debt and welfare advice, digital access, reviewing benefits, assisting applications appeals and backdates where necessary, support with budgeting, energy advice, and general wellbeing. The postholder will work in close collaboration with internal teams and external partners to ensure residents are supported to maintain long-term housing stability.

This role aligns with Eastend Homes’ core values:

• We Care – by supporting vulnerable residents and those affected by ASB, safeguarding issues, or financial and social hardship.
• We Are Trusted – by acting with integrity, professionalism, and fairness.
• We Are Improving – by learning from data and resident feedback to improve outcomes.
• We Are Listening – by responding to resident’s concerns and tailoring support to individual needs.

Key Responsibilities

Tenancy Sustainment Support

• Receive and process referrals promptly, including meeting new residents to assess needs and initiate appropriate support.
• Provide practical, holistic support and advice to residents at risk of tenancy breakdown, including those with rent arrears, benefit issues, hoarding behaviours, or other vulnerabilities.
• Deliver advice and interventions focused on income maximisation, budgeting, debt management, and welfare benefits.
• Complete needs assessments and support plans for residents experiencing challenges that may impact their ability to maintain a tenancy.
• Manage a caseload of complex cases, working proactively to reduce risk and promote long-term housing stability, based on need and complexity, delivering a high standard of personalised support that meets service expectations and drives customer satisfaction.
• Carry out benefit checks, affordability reviews, and refer residents to internal teams or specialist external services as appropriate.
• Record and update the Vulnerability Register, working closely with the management team to ensure it reflects current resident needs.
• Coordinate and carry out winter welfare calls to elderly and vulnerable residents, ensuring any concerns are escalated and addressed.
• Respond promptly to referrals and crisis situations, maintaining accurate case notes and action plans focused on achieving positive outcomes.

Digital Inclusion

• Help digitally excluded residents access essential online services such as Universal Credit, online banking, and Eastend Homes’ platforms.
• Support the development of digital confidence and skills to promote independence.
• Signpost to affordable data/device schemes as appropriate.

Energy and Cost-of-Living Advice

• Provide practical support around managing energy costs, understanding bills, and accessing government support schemes or grants.
• Promote energy efficiency and signpost to specialist services when needed.

Hardship and Crisis Support

• Assist residents in crisis by assessing and managing applications for hardship funds (where available).
• Provide short-term interventions while promoting longer-term stability.
• Maintain fair and consistent records of hardship support provided.

Multi-Agency Working and Resident Engagement

• Work collaboratively with housing, rents, ASB teams to support residents with complex needs.
• Build and maintain strong partnerships with local agencies, advice services, and community organisations.
• Support and represent the service at workshops, engagement forums, and community events, including delivering sessions on money management, digital skills, and energy awareness.
• Promote positive outcomes and good news stories to highlight the impact of tenancy sustainment and strengthen resident engagement.

Monitoring, Reporting, and Service Improvement

• Maintain accurate and up-to-date records of all resident interactions using IT case management systems.
• Monitor outcomes, identify trends, and provide regular reports on key tenancy sustainment indicators.
• Meet agreed key performance indicators (KPIs) and service objectives to ensure timely, effective, and high-quality support.
• Gather and use customer feedback and satisfaction data to evaluate service effectiveness and drive continuous improvement.
• Contribute to service development by providing insights and feedback on emerging needs.

Safeguarding and Compliance

• Identify and respond to safeguarding concerns in line with Eastend Homes’ procedures.
• Work in partnership with internal teams and external agencies to support residents where safeguarding risks are identified.
• Ensure all work is carried out in compliance with relevant policies, including GDPR, equality and diversity, health and safety, and confidentiality.

Record-Keeping and Data Management

• Maintain accurate, clear, and up-to-date tenancy files, case notes, and support plans.
• Ensure records are reviewed regularly and information is accessible and understandable for internal teams.
• Ensure all data is stored securely and handled in line with East End Homes’ Data Protection policy and procedures.
• Maintain strict confidentiality in handling residents’ personal information, both electronically and in hard copy.

Health and Safety

• Carry out all duties in accordance with East End Homes’ Health and Safety policies and current legislation.
• Take personal responsibility for your own health and safety and that of others.
• Report accidents, incidents, near-misses, and any hazards or risks encountered during your duties.

Data Protection and Confidentiality

The postholder must comply with Eastend Homes’ Data Protection Policy and relevant legislation (UK GDPR and Data Protection Act 2018). All personal data must be handled securely, confidentially, and only for legitimate purposes. Any breaches or concerns must be reported promptly.

Equality and Diversity

Promote and uphold East End Homes’ commitment to equality, diversity, and inclusion in all aspects of your work. Tailor support services to meet the diverse needs of residents, ensuring fair and equitable treatment for all. Challenge discriminatory behaviour or practices and ensure an inclusive service is maintained.

Person Specification

Experience

• Minimum 2 years’ experience supporting residents in housing-related or tenancy sustainment roles.
• Experience providing welfare benefit advice and supporting residents in financial difficulty.
• Experience working with vulnerable or marginalised groups.
• Desirable: Advice qualification (e.g. IMA, Level 3 Advice & Guidance).
• Desirable: Experience in delivering workshops or group sessions.

Knowledge and Skills

• Good understanding of tenancy sustainment, housing legislation, welfare benefits, and financial inclusion.
• Strong interpersonal and communication skills.
• Ability to work independently and manage a complex caseload.
• Excellent IT and case recording/reporting skills.
• Desirable: Knowledge of East London’s local services and voluntary sector.

Additional Information

• Occasional evening and weekend work required (TOIL provided).
• Hybrid working not available – the role requires presence across multiple sites.
• Home visits and on-site resident support form a key part of the role.
• Flexible and willing to work evenings/weekends when needed.
• Enhanced DBS clearance required.

Equality, Diversity and Inclusion is fundamental to our core beliefs and values, and we have a due regard for the need to eliminate unlawful discrimination, promote equality of opportunity, and provide for good relations between people of diverse groups, in particular the characteristics protected by the Equality Act (2010). We are committed to achieving greater diversity at East End Homes and welcome applications from candidates of all backgrounds, identities, and characteristics.

Benefits

• 33 days holiday plus Bank Holidays
• Pension – Employer Contribution
• £200 – Gym Membership contribution
• Medical Cash Plan