Tenancy Sustainment Officer (Midlands)

Additional role requirements

• DBS Check
• Full UK Driving License and access to vehicle for travel

Help residents build secure futures by giving them the support they need to stay in their homes.

We're looking for a compassionate and customer-focused Tenancy Sustainment Officer to join our team and make a real difference to residents’ lives. Working closely with residents, colleagues and partner organisations, you'll provide practical advice and tailored support to help people sustain their tenancies, maximise their income and navigate the challenges of welfare reform.

This is an exciting opportunity to build positive relationships, empower residents to achieve financial stability and wellbeing, and play a key role in helping people thrive in their homes and communities.

Note: This is a fixed‑term contract.

What’s in it for you…

In addition to the salary, we offer a number of benefits, including:

• High street discount schemes
• Health cash plans
• 26 days’ annual leave, increasing to 29 after three years, with the opportunity to buy more
• Flexible bank holidays – take them when it suits you
• Car leasing scheme
• Hybrid working – offering you the flexibility to thrive in your role. You'll have the opportunity to blend the best of both worlds, spending approximately two to three days per week in the office once settled in the role. This is flexible and depends on meeting cycles and board activity. We also offer an optional nine‑day fortnight scheme, allowing you to compress your hours if it suits the role.

What you’ll be doing…

• Support residents to sustain their tenancies through tailored advice and practical interventions.
• Help residents maximise their income by identifying benefit entitlement and supporting claims, appeals and back‑dated applications.
• Carry out home visits, financial assessments and agree affordable payment plans where required.
• Signpost residents to specialist support services, including debt advice, grants and hardship funding.
• Build strong relationships with local authorities, the DWP and external agencies to secure the best outcomes for residents.
• Deliver welfare reform advice, financial inclusion initiatives and community advice sessions.
• Maintain accurate case records, monitor outcomes and work collaboratively with colleagues to manage complex cases.
• Promote excellent customer service while identifying opportunities to improve services and resident outcomes.

What we’re looking for

• Experience supporting customers in a housing, welfare, financial inclusion or customer‑focused environment.
• Good knowledge of welfare benefits, welfare reform and financial inclusion.
• Understanding of housing management, rent arrears and tenancy sustainment.
• Excellent communication and relationship‑building skills with the ability to support residents facing challenging circumstances.
• Strong organisational skills with the ability to manage a varied caseload and meet performance targets.
• Experience working with external agencies and partner organisations to deliver positive customer outcomes.
• A proactive, empathetic and resilient approach with excellent problem‑solving skills.
• A full UK driving licence and access to a vehicle for business use

Disclosure and Barring Service

This role requires of the successful candidate to complete a standard/enhanced DBS check. A standard/enhanced DBS check will show any spent and unspent convictions.

So why do we need to know this information? This role will be required to visit / support PA Housing residents in their own homes on a regular basis. Therefore we have a duty to our residents to ensure that we have taken precautions regarding who will be visiting them and representing PA Housing.

Having unspent convictions will not necessarily preclude you from being recruited into the role; if you are potentially the successful candidate, we will complete a risk assessment with you to understand the circumstances around your conviction, how relevant they are to the post you have applied for and what remedial action, if any, have you taken since your conviction. Suitable references will also need to be obtained prior to commencement of employment.

At PA Housing, we believe in respect, integrity, and accountability. Our work is about people – not just properties – and we’re always looking for ways to do better. If that sounds like your kind of place, we’d love to hear from you.