Tenancy Support Officer (New Builds)

3 months contract with a Local Authority

Job Description: Tenancy Support Officer (New Builds)

To provide tailored tenancy support to new and transferring tenants within the first 6–12 months of their tenancy, ensuring they successfully settle into their homes and sustain their tenancies.

The role focuses on working with vulnerable tenants, identifying support needs, developing support plans, and coordinating interventions with internal teams and external agencies. The postholder will work closely with tenancy enforcement and income teams to promote tenancy sustainment, reduce risk, and deliver a holistic support service.

Key Responsibilities

• Manage a caseload of tenants requiring support following tenancy start-up, providing tailored and outcome-focused interventions.
  


• Assess tenant needs and develop, implement, and review personalised support plans to promote independent living.
  


• Conduct risk assessments, particularly for tenants with mental health issues, substance misuse, or complex needs.
  


• Refer tenants to appropriate services (e.g. social services, mental health, drug/alcohol services) and coordinate multi-agency support.
  


• Attend and contribute to case conferences, panels, and multi-agency meetings including MARAC, mental health, and high-risk forums.
  


• Maintain accurate case records, databases, and performance data; produce reports for senior management as required.
  


• Support tenants in managing their tenancy obligations, including rent payments, property care, and behavioural expectations.
  


• Work with income teams to monitor rent accounts, reduce arrears, and ensure tenants access relevant welfare benefits.
  


• Provide advice and advocacy on tenancy-related issues, including anti-social behaviour (ASB), complaints, and repairs.
  


• Support tenants in raising repair requests and managing property-related issues in line with council procedures.
  


• Liaise with internal departments and external stakeholders such as social services, police, probation, and voluntary organisations.
  


• Promote safeguarding practices and report concerns relating to vulnerable adults, children, or young people.
  


• Investigate and respond to complaints from tenants, councillors, and MPs in line with council procedures.
  


• Maintain up-to-date knowledge of housing legislation, welfare reform, and best practice in tenancy support.
  


• Promote equality, diversity, and inclusion, ensuring all tenants are treated with dignity and respect.
  


• Undertake additional duties in line with the level of the role, including supporting emergency or priority situations.
  

Experience

• Experience working with social housing tenants, preferably within a local authority or housing association.
  


• Experience supporting vulnerable individuals or families with diverse needs (e.g. mental health, substance misuse, financial hardship).
  


• Proven experience in casework management, including assessments, support planning, and risk identification.
  


• Experience working with welfare benefits and housing benefits systems.
  


• Experience of multi-agency working and coordinating support services.
  


• Experience attending and presenting cases at professional meetings, panels, or case conferences.
  


• Experience handling tenancy-related issues such as arrears, ASB, and property management.
  


• Experience maintaining accurate records, reports, and data systems.
  

Qualifications

• Educated to GCSE level (or equivalent) including English and Maths.
  


• Relevant qualification in Housing, Social Work, Community Work, or a related field (desirable).
  


• Evidence of continued professional development in housing, safeguarding, or support services (desirable).
  

Knowledge & Skills (Optional Enhancement Section)

• Understanding of housing legislation, tenancy management, and introductory tenancies.
  


• Knowledge of safeguarding frameworks for children, young people, and vulnerable adults.
  


• Awareness of welfare benefits and financial inclusion support.
  


• Strong communication, problem-solving, and interpersonal skills.
  


• Ability to work independently and collaboratively within a team.
  


• Competence in Microsoft Office and housing management systems.
  


• Understanding of solutions to reduce anti-social behaviour and tenancy breaches.
  

Additional Information

• Hours: 35 hours per week
  


• Pay Rate: £24.28 per hour (Umbrella)
  


• Work Pattern: Hybrid – minimum 2–3 days per week in office
  


• Compliance Requirement: Standard DBS required
  


• We operate on a bi-weekly payment schedule.
  


• Closing date: 19th June – early applications are encouraged.