At a Glance
- Tasks: Support vulnerable residents to sustain their tenancies and manage complex cases.
- Company: Join Pinnacle Group, a leader in housing management services.
- Benefits: Enjoy competitive pay, flexible working, and comprehensive benefits.
- Other info: Dynamic role with opportunities for personal and professional growth.
- Why this job: Make a real difference in people's lives while developing your skills.
- Qualifications: Experience in social housing and knowledge of welfare systems required.
The predicted salary is between 30000 - 40000 £ per year.
Pinnacle Group are looking for an experienced Tenancy Support Officer to join our Outreach Support Service within the Homes Customer Experience Team, part of the Homes division, supporting customers with complex needs to sustain their tenancies. This is an exciting opportunity to help shape a proactive service focused on early intervention, effective risk management and positive tenancy outcomes.
You will deliver targeted support across tenancy sustainment, financial resilience and employment & skills, managing referrals, conducting risk assessments, implementing support plans and working collaboratively with internal teams and external agencies. Our Homes Division delivers trusted housing management services across Affordable, Private Rented and Leasehold properties. We work with local authorities, registered providers and investors to support thriving communities.
The ideal candidate will have experience within social housing with strong knowledge of housing legislation, welfare benefits, ASB and tenancy sustainment. They will be confident managing complex cases, supporting vulnerable residents and navigating the welfare system. Highly organised and resilient, they will demonstrate excellent communication skills, the ability to build effective partnerships and confidence using case management systems to deliver holistic, outcome-focused support.
Key responsibilities will include:
- To be part of the team delivering proactive outreach service for customers with complex needs to support tenancy sustainment.
- To manage a referral process for the service using available customer vulnerability and support needs data to ensure resources are targeted where most needed to address multiple risks in tenancy sustainment.
- To carry out a housing related & tenancy sustainment needs assessment for all referred households to identify household needs, vulnerability, and risks.
- To rate that risk and determine the intensity and duration of intervention required.
- To ensure support plans have identifiable outcomes that are implemented and referrals to other agencies actioned in line with agreed timeframes and that risks are stepped up or down as risks change.
- To utilise the system for case monitoring and outcome tracking which captures referrals and engagement levels, tenancy sustainment outcomes, reduction in arrears, resolution of tenancy issues, financial gains for customers.
- To contribute to the preparation of monthly client reports ensuring that they are high quality, timely and accurate.
- Ensure the establishment of good relationships with support agencies who can assist with the provision of services to sustain tenancies such as safeguarding Adult and Children services, ASB panels, domestic abuse services, mental health support services, benefits agencies, budget support, debt management jobs clubs and employment agencies, volunteering services.
Key requirements:
- Experience of successfully operating in an equivalent role within the social housing sector, with up-to-date knowledge of housing legislation, welfare benefits, ASB, welfare support/debt management, employment skills support, and tenancy sustainment.
- Experience managing complex and sensitive casework, ensuring issues are resolved effectively and referrals are made to appropriate councils, statutory, non-statutory, and voluntary sector services.
- Strong understanding of supporting residents with complex needs, including physical health, mental health, and domestic abuse.
- Ability to build and maintain effective working relationships with internal teams and external stakeholders to resolve issues, sustain tenancies, and support access to employment, training, and volunteering opportunities.
- In-depth knowledge of welfare rights, legislation, and processes, including Universal Credit, Housing Benefit, disability benefits, tax credits, and wider welfare reform, with the ability to support residents through claims, reconsiderations, appeals and tribunal representation.
- Strong financial inclusion knowledge (income maximisation, budgeting, debt management) alongside excellent communication, organisational, numeracy, analytical and digital skills, including use of case management systems.
In addition to statutory benefits such as sick pay, maternity/paternity leave, a pension scheme, and annual leave, we offer a wide range of additional benefits tailored to your role and business area.
Tenancy Support Officer in London employer: Pinnacle Group
Pinnacle Group is an exceptional employer located in the heart of Chancery Lane, London, offering a supportive and dynamic work environment for Tenancy Support Officers. With a strong focus on employee growth and development, we provide comprehensive training and opportunities to engage with diverse communities, ensuring that our team members can make a meaningful impact in the lives of vulnerable residents. Our inclusive culture promotes collaboration and innovation, making it an ideal place for those passionate about social housing and community support.
StudySmarter Expert Advice🤫
We think this is how you could land Tenancy Support Officer in London
✨Tip Number 1
Network like a pro! Reach out to people in the housing sector, attend local events, and connect with professionals on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and understanding their values. Be ready to discuss how your experience aligns with their mission, especially around tenancy sustainment and supporting vulnerable residents.
✨Tip Number 3
Showcase your skills! Bring examples of your past work with complex cases and how you've successfully supported residents. Use specific metrics if possible, like reductions in arrears or successful referrals.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team at Pinnacle Group.
We think you need these skills to ace Tenancy Support Officer in London
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Tenancy Support Officer role. Highlight your experience in social housing and any relevant skills that match the job description. We want to see how you can bring your unique flair to our team!
Showcase Your Experience:When detailing your past roles, focus on your experience with complex case management and supporting vulnerable residents. Use specific examples to demonstrate your understanding of housing legislation and welfare benefits. This will help us see how you can hit the ground running!
Be Clear and Concise:Keep your application clear and to the point. Use bullet points where possible to make it easy for us to read. We appreciate a well-structured application that highlights your key achievements and skills without unnecessary fluff.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it gives you a chance to explore more about what we do at Pinnacle Group!
How to prepare for a job interview at Pinnacle Group
✨Know Your Stuff
Make sure you brush up on your knowledge of housing legislation, welfare benefits, and tenancy sustainment. Being able to discuss these topics confidently will show that you're well-prepared and understand the complexities of the role.
✨Showcase Your Experience
Prepare specific examples from your past work where you've successfully managed complex cases or supported vulnerable residents. This will help demonstrate your ability to handle the responsibilities of a Tenancy Support Officer effectively.
✨Build Rapport
During the interview, focus on building a connection with the interviewers. Use your excellent communication skills to engage them and show that you can build effective partnerships, which is crucial for this role.
✨Ask Insightful Questions
Prepare thoughtful questions about the team dynamics, the challenges they face, and how success is measured in the role. This not only shows your interest but also helps you gauge if the company culture aligns with your values.
