Tenancy Sustain Officer

Torus is seeking a motivated and compassionate Tenancy Sustain Officer to join our dedicated Tenancy Sustainment Team. In this rewarding role, you will work closely with tenants and their families who are experiencing unmet support needs, providing practical advice, guidance and hands-on support to help them successfully manage and sustain their tenancies. By empowering individuals to engage positively with services, build independence and improve wellbeing, you will play a vital role in preventing homelessness, reducing tenancy failure and supporting people to thrive in their homes and communities.

What You’ll Be Doing

• Triage referrals on a rota basis, liaising with residents, referrers and partner agencies to identify risks and determine appropriate support needs.
• Make timely initial contact with individuals and agencies to respond to risk, provide early advice and deliver immediate support where required.
• Identify, manage and respond to risks including safeguarding concerns, domestic abuse, and risks to children and vulnerable adults, using relevant local authority pathways.
• Assess the needs of residents with complex circumstances or at risk of tenancy failure, implementing effective interventions or signposting to external support services.
• Work with individuals and their families to access services that improve wellbeing, promote independence and meet identified support needs.
• Provide practical and specialist housing-related advice and support, including guidance on health, finances, welfare benefits and sustaining tenancies.
• Manage a caseload using a holistic, person-centred approach, focusing on risk reduction, income maximisation, property condition, and compliance with tenancy conditions.
• Identify and respond to issues such as property neglect and hoarding, developing action plans and working collaboratively with partner agencies.
• Lead on and contribute to multi-agency working, including case discussions, meetings, referrals, and identifying grants or funding to address food, fuel and furniture poverty.

What We’re Looking For

• GCSE English and Maths or to an equivalent
• Level 3 CIH or willingness to work towards
• Extensive experience of working in a housing, social care or support services
• Demonstrates evidence of an effective approach to customer care and service delivery
• Knowledge of completing assessments and developing support plans with targets and outcomes for clients
• Evidence of managing personal resilience when dealing with difficult situations and identifying mechanisms to deal with these
• Knowledge and experience of safeguarding policies and procedures.

Interview Process

Candidates will undergo in-person interviews, consisting of competency-based questions. Interviews will take place on Friday 20th February at our office in St. Helens.

Additional Information

Each successful applicant will be required to complete the following pre-employment checks prior to a start date being agreed:

• Right to work verification
• Qualification certificate check
• 2x Completed references
• OH Health Questionnaire – Fit For Work
• Enhanced DBS check
• Completion of all new starter documentation including signed T&C’s

Please note, we reserve the right to close this vacancy early if we receive a high volume of applications.