At a Glance
- Tasks: Support customers with complex needs to sustain their tenancies and manage referrals.
- Company: Join Pinnacle Group, a leader in housing management services.
- Benefits: Enjoy flexible working, enhanced pension, private medical insurance, and personal development plans.
- Other info: Diverse and inclusive workplace committed to your growth and success.
- Why this job: Make a real difference in people's lives while developing your career in a supportive environment.
- Qualifications: Experience in social housing and knowledge of welfare rights and tenancy sustainment.
The predicted salary is between 31500 - 38500 £ 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.
Key Responsibilities
- 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 determines 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 ensuing 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.
We believe that diversity makes us stronger.
The more varied our workforce, the better we can understand, reflect and meet the needs of the communities we serve.
That’s why we actively welcome applications from people of all backgrounds – especially those who represent the communities we work with every day.
As a colleague, you’ll be part of an inclusive and supportive culture where you’re encouraged to thrive.
We’re committed to helping you reach your full potential through continuous learning, development opportunities and career progression.
Benefits
- Maternity/paternity packages
- Flexible Working Arrangements
- Life Assurance
- Enhanced Pension Scheme
- Additional Annual Leave
- Private Medical Insurance
- Cycle to Work Scheme
- Employee Assistance Programme
- Retail Discounts
- Childcare Assistance
- Season Ticket Loans
- Sick Pay Schemes
- Personal Development Plans
Tenancy Support Officer in London employer: Pinnacle Group
Pinnacle Group is an excellent employer, offering a supportive work culture that values teamwork and dedication. As part of our Soft FM team in Enfield, you will benefit from ongoing training and development opportunities, ensuring your skills grow alongside the company. Enjoy the satisfaction of working outdoors while contributing to the beautification of our housing sites, all within a friendly and dynamic environment.
StudySmarter Expert Advice🤫
We think this is how you could land Tenancy Support Officer in London
✨Dive into Local Community Groups
Social work thrives on community connections, so get involved in local groups or forums specific to your interests. Whether it’s volunteering at local shelters or joining community action boards, these are great ways to boost your visibility and make direct contacts that could lead to opportunities like the one at Pinnacle Group.
✨Attend Social Work Events and Workshops
Keep an eye out for workshops, seminars, or conferences in social work. These events are fantastic for meeting professionals in the field, learning about emerging trends, and spotting job openings. Plus, you might just bump into someone from Pinnacle Group!
✨Showcase Your Passion and Expertise
Use platforms like Instagram or LinkedIn to share your journey and insights into the social work sector. Whether it’s writing about your experiences or sharing relevant articles, this helps to establish you as an engaged professional. Potential employers, like Pinnacle Group, will notice your enthusiasm!
✨Leverage Your Network
Don’t hesitate to reach out to professors, mentors, or even past colleagues who are in social work. They might have inside knowledge about openings at Pinnacle Group or be able to connect you with someone who’s hiring. Networking is key, especially in a full-time role where relationships matter.
We think you need these skills to ace Tenancy Support Officer in London
Some tips for your application 🫡
Show Your Passion for Social Work:In your cover letter, let us see your passion for social work shine through! Talk about the experiences that made you want to pursue this career—whether it’s volunteering, personal experiences, or academic projects. We want to know why this field matters to you.
Emphasise Relevant Qualifications:Make sure your CV highlights any relevant qualifications, like degrees in social work or certifications like a DBS check. If you've done any workshops or training, don’t forget to include those as well. We're keen to see your commitment to your professional development!
Detail Your Experience with Clients:Since this is a hands-on field, detailing any direct experience you have with clients is crucial. Whether it's internships, volunteer roles, or previous jobs, highlight those experiences in your CV to show us you've got the practical skills necessary for the job!
Tailor Your Application to Pinnacle Group:Before hitting send, make sure to tailor your application specifically to Pinnacle Group! Research our mission and values, and refer to them in your cover letter. This shows us that you understand our work and are genuinely interested in being a part of our team!
How to prepare for a job interview at Pinnacle Group
✨Understanding the Role of Empathy
In social work, understanding and demonstrating empathy is key. Be prepared to share personal experiences or scenarios where you effectively showed compassion and support. This helps show that you genuinely care about the well-being of others, which is crucial in social work.
✨Demonstrating Knowledge of Frameworks
Familiarise yourself with the frameworks and models used in social work, such as the Strengths-Based Approach or the Ecological Perspective. Be ready to discuss how these frameworks apply to your work, especially if you can tie them into real-world examples or case studies you've encountered.
✨Showcasing Your Multi-Disciplinary Skills
In a full-time social work role, you'll often collaborate with healthcare professionals, educators, and law enforcement. Be prepared to describe your teamwork experiences and how you've effectively communicated with other disciplines to achieve the best outcomes for clients.
✨Preparing for Scenario-Based Questions
Expect questions that put you in hypothetical social work situations, such as dealing with a crisis or managing a complex case. Think through your thought process for these scenarios beforehand, considering how you'd assess the situation and what steps you'd take, as this demonstrates your critical thinking and problem-solving abilities.
