Tenancy Sustainment Officer – Income in Tamworth

Tamworth Borough Council is looking for a committed and proactive Tenancy Sustainment Officer (Income) to deliver a high-quality neighbourhood management service to tenants across Tamworth. This role has a strong focus on income management, rent collection, and tenancy sustainment, ensuring excellent customer service while maximising income for both the Council and tenants.

You will work with tenants who may be experiencing financial difficulty, providing advice, support and enforcement where appropriate, while always recognising that eviction and legal action are a last resort.

As a Tenancy Sustainment Officer, you will:

• Manage income-related tenancy cases, including rent arrears, service charges, and former tenant debt
• Promote direct debit as the preferred method of payment and follow best practice in income management
• Prepare and submit court and legal documentation, ensuring compliance with pre-action protocols, and represent the Council at court hearings
• Support financial inclusion and income maximisation, including advising on Debt Relief Orders
• Work closely with supported housing staff and partner agencies to improve rent collection and reduce arrears
• Identify worklessness and promote employment opportunities and apprenticeships where appropriate
• Advise tenants in challenging and sensitive situations, offering practical solutions to prevent arrears escalation
• Assist with tenancy matters such as abandonments, successions, joint/sole tenancy changes and terminations
• Contribute to rent-first campaigns and other tenant-focused initiatives
• Handle complaints and respond to Councillor and MP enquiries within required timescales
• Ensure safeguarding, data protection, health and safety, and equality policies are adhered to at all times
• Use IT systems including Word, Excel, PowerPoint, Orchard and CAS to maintain accurate records and reports

You will have:

• Knowledge of income-related practices, including rent, service charges, Housing Benefit, Universal Credit and welfare benefits legislation
• Experience or understanding of court processes and tenancy enforcement actions
• Excellent communication skills, with the ability to deal confidently and sensitively with customers in difficult circumstances
• Strong organisational skills, with the ability to prioritise and meet deadlines
• A proactive, problem-solving approach and the ability to work both independently and as part of a team
• Good IT skills and confidence using a range of systems
• A full driving licence and access to a vehicle
• Experience in housing or a similar setting

Why join the team?

• The opportunity to make a real difference to tenants’ lives
• A varied and rewarding role within a supportive team
• The chance to contribute to service improvement and accreditation standards

This is a home working contract, and the majority of duties will be carried out at home. Employees are contractually required to attend site on two days per month for team meetings, 121 meetings, etc. Site attendance will constitute no more than 40% of working time.

We have an extensive benefits package including flexible working, a non-contributory health scheme, Local Government pension scheme, generous holiday entitlement, discounted gym membership, and payment of professional fees (where applicable).

Appointment will be subject to satisfactory references, right to work in the UK check, medical clearance and DBS check.

For an informal discussion about the role please contact Julie Clempson on 07891 052191 or Leanne Lea on 07891 052184. For further information and to apply please visit Tamworth BC Jobs. Late applications and/or CVs will not be accepted. Agencies need not apply.

If you have any queries about the recruitment process, please contact recruitment@tamworth.gov.uk.

Closing date: 15 April 2026

Interview date: 6 May 2026

Tamworth Borough Council is proud to be an Equal Opportunities Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

This authority is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment. DBS checks are required for relevant posts.