Tenancy Sustainment Officer

Join our Tenancy Support Services team and help customers feel settled, secure and confident in their homes. This rewarding role is about working alongside people to build successful tenancies, improve financial wellbeing and overcome barriers that could put their home at risk. 

Our values guide everything we do: we be the difference, stay always curious, achieve together, own it openly and embrace possibility. If that sounds like how you want to work, we’d love to hear from you. 

You’ll work alongside customers during the first 12 months of their tenancy, offering practical, tailored support with benefit claims, income maximisation, budgeting, money guidance, and access to grants and funding. You’ll provide coverage across the South East region and connect people with the right services, respond to welfare and safeguarding concerns, and work with colleagues and local partners to provide joined-up support.  

Your focus will be helping customers sustain their tenancies and preventing tenancy failure, including supporting people who may be vulnerable or facing complex circumstances.  

You’ll contribute to safeguarding activity and work closely with our Income, Housing and Community Safety teams, and external support services. You’ll build local networks, encourage collaborative working and manage a varied caseload with accurate, compliant records. 

A full driving licence and access to your own transport are essential. You’ll travel across our organisation’s portfolio, visiting customers and attending meetings. 

• Supporting customers to sustain their tenancies and prevent tenancy failure. 

• Assisting customers with their welfare benefits, maximising income, and provide budgeting and money guidance. 

• Helping customers access available support, including grants and funding. 

• Supporting vulnerable customers and contributing to Safeguarding initiatives. 

• Working alongside Income, Neighbourhood, Community Safety and external support services. 

• Provide customers advice on housing options, including the housing register, mutual exchanges, transferring, and downsizing 

• Signposting customers to specialist agencies and community. 

• Promoting opportunities for employment, training, education and volunteering. 

• Develop networks and promote collaborate working 

• Managing a varied caseload while maintaining accurate and compliant records. 

• Experience in a customer-facing role within housing, welfare benefits, debt advice or a related field. 

• Knowledge of welfare benefits, money advice, debt support or tenancy sustainment services. 

• Excellent communication skills, with the ability to build trust and rapport with customers from a wide range of backgrounds. 

• The ability to manage complex and sensitive cases with empathy and professionalism. 

• Excellent organisational skills and the ability to prioritise a busy workload. 

• Confidence working independently and as part of a wider team. 

• Good IT skills, including Microsoft Office applications. 

• A commitment to delivering outstanding customer service and continuous improvement.   

If you share our values and want to make a difference, we’d love to hear from you. 

For more information, be sure to look at the job description below. 

Interviews will take place in Bracknell on Wednesday 25th November.