At a Glance
- Tasks: Support vulnerable residents to sustain their tenancies and manage complex cases.
- Company: Join Pinnacle Group, a leading provider of housing and community services.
- Benefits: Enjoy flexible working, private medical insurance, and personal development plans.
- Other info: Be part of a supportive team focused on positive outcomes for the community.
- Why this job: Make a real difference in people's lives while developing your skills in social housing.
- Qualifications: Experience in social housing and strong knowledge of welfare benefits and tenancy sustainment.
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.
Responsibilities- Deliver proactive outreach service for customers with complex needs to support tenancy sustainment.
- 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.
- Carry out a housing related & tenancy sustainment needs assessment for all referred households to identify household needs, vulnerability, and risks.
- Rate that risk and determine the intensity and duration of intervention required.
- 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.
- 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.
- Contribute to the preparation of monthly client reports ensuring they are high quality, timely and accurate.
- Experience within social housing with strong knowledge of housing legislation, welfare benefits, ASB and tenancy sustainment.
- Confidence managing complex cases, supporting vulnerable residents and navigating the welfare system.
- Highly organised and resilient, with excellent communication skills, the ability to build effective partnerships and confidence using case management systems to deliver holistic, outcome-focused support.
- 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.
- Disability Confident.
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high‑volume, seasonal and high‑peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non‑disabled people.
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 Specialist – Complex Needs & Sustainment employer: Pinnacle Group
Pinnacle Group is an exceptional employer, offering a supportive and dynamic work environment for Tenancy Support Specialists focused on making a real difference in the lives of customers with complex needs. With a strong commitment to employee growth, we provide comprehensive benefits including flexible working arrangements, private medical insurance, and personal development plans, all aimed at fostering a culture of collaboration and innovation. Join us in our mission to sustain tenancies and support thriving communities, while enjoying a rewarding career in the heart of social housing.
StudySmarter Expert Advice🤫
We think this is how you could land Tenancy Support Specialist – Complex Needs & Sustainment
✨Tip Number 1
Network like a pro! Reach out to your connections in the housing sector and let them know you're on the lookout for opportunities. You never know who might have a lead or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching Pinnacle Group and understanding their values and services. Tailor your responses to show how your experience aligns with their mission of supporting customers with complex needs.
✨Tip Number 3
Practice your case management skills! Be ready to discuss specific examples of how you've successfully managed complex cases in the past. Highlight your problem-solving abilities and how you’ve made a positive impact on tenancy sustainment.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining the team at Pinnacle Group.
We think you need these skills to ace Tenancy Support Specialist – Complex Needs & Sustainment
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in social housing and working with complex needs. We want to see how your skills align with the role, so don’t hold back on showcasing relevant examples!
Showcase Your Communication Skills:Since this role involves building relationships with vulnerable residents and various stakeholders, it’s crucial to demonstrate your excellent communication abilities. Use clear and concise language in your application to reflect this.
Highlight Your Organisational Skills:Being highly organised is key for a Tenancy Support Specialist. Share specific instances where you’ve successfully managed multiple cases or projects, and how you kept everything on track. We love a good success story!
Apply Through Our Website:We encourage you to apply directly through our website for a smoother process. It’s the best way to ensure your application gets the attention it deserves, and we can’t wait to see what you bring to the table!
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. Familiarise yourself with the specific challenges faced by customers with complex needs, as this will show that you're not just interested in the role but also understand the nuances involved.
✨Showcase Your Experience
Prepare to discuss your previous experience managing complex cases and supporting vulnerable residents. Use specific examples to illustrate how you've successfully navigated the welfare system and resolved tenancy issues, as this will demonstrate your capability to handle the responsibilities of the role.
✨Be a Team Player
Highlight your ability to build effective partnerships with internal teams and external agencies. Share examples of how you've collaborated with others to achieve positive outcomes for residents, as teamwork is crucial in this role.
✨Ask Thoughtful Questions
Prepare some insightful questions about the outreach support service and how it fits within the wider Homes division. This shows your genuine interest in the position and helps you gauge if the company culture aligns with your values.
