Tenancy Sustainment Officer

Tenancy Sustainment Officer
 Location: North Herts
 Pay rate: £20–23 per hour
Contract: Temporary – 3 months

Help people keep their homes and build better futures as a Tenancy Sustainment Officer. This is a rewarding temporary role where every day you will make a real difference to residents who need practical support and advice to sustain their tenancy and live well.

About the role

• Support vulnerable residents to manage and sustain their tenancy, helping them live independently and maintain their overall wellbeing.
• Provide confidential, non-judgmental advice in residents’ homes, over the phone or in local offices, tailoring support to individual needs.
• Coordinate support services and build strong relationships with partners to ensure residents get the right help at the right time.

What you’ll be doing

• Visiting residents at home to assess vulnerability, identify risks and agree clear, practical action plans.
• Giving advice on welfare benefits, budgeting, money management, debt issues, fuel poverty and energy efficiency to maximise income and reduce arrears.
• Supporting new tenants at sign-up with affordability checks, benefit advice and help to set up their home so they can make a positive start to their tenancy.

Wider impact and collaboration

• Spotting early warning signs, making appropriate referrals and signposting to specialist agencies for complex debt or support needs.
• Working closely with income recovery and housing teams on tenancy and rent enquiries, helping to prevent enforcement action and homelessness.
• Keeping accurate case records, monitoring financial outcomes and suggesting service improvements and new ideas that benefit residents.

About you

• Experienced in supporting residents or customers with tenancy sustainment, housing, money advice or similar support-focused roles.
• Strong knowledge of welfare benefits and debt management, with the ability to explain complex information clearly and sensitively.
• A people person: professional, friendly, open and non-judgmental, with a genuine passion for customer care and service excellence.

Skills and experience

• Confident communicator at all levels, able to build trust quickly and manage sometimes challenging conversations.
• Self-motivated and well organised, able to manage your own caseload, work under pressure and meet performance targets.
• Competent IT user, comfortable working flexibly and keeping up to date with welfare reform, safeguarding and best practice in housing support.

Desirable (but not essential):

• Experience in social housing, fuel poverty or energy advice.