Housing Sustainment Officer

Elevate; Grimsby; On-site; CAD 51,000 - 54,000; Full time

Benefits offered by this job

Training & Development

Mileage

Employee Assistance Programme

Job summary

Rhema Social Impact is seeking a Housing Sustainment Officer to deliver proactive landlord services to residents across an allocated patch. You will help residents settle into their homes, understand their responsibilities and build skills to sustain tenancy.

You'll manage your own caseload, develop Personal Development Plans, and work with housing and support providers to ensure residents receive the right help while maintaining safety and compliance.

Qualifications

• Experience in housing management, tenancy management, neighbourhood services or a similar resident-facing role.
• Experience managing a caseload or portfolio to resolution.
• Experience with residents who faced homelessness or barriers.
• Experience dealing with rent arrears, tenancy breaches, anti-social behaviour.
• Knowledge of Housing Benefit and Universal Credit housing costs affecting rent collection.
• Understanding safeguarding and health and safety responsibilities.

Responsibilities

• Manage an allocated caseload across an portfolio and maintain regular contact.
• Complete sign-ups and inductions; explain rights and responsibilities.
• Use coaching approaches to create Personal Development Plans.
• Support residents to build practical skills for independent living.
• Monitor rent and service charges; set up repayment plans.
• Coordinate with care providers when needed; signpost and refer.
• Keep accurate case notes and records.

Skills

Housing management

Caseload management

Trauma-informed approaches

Safeguarding

Multi-agency working

Communication skills

Travel willingness

Resident-facing role

Education

CIH Level 3 or 4 Certificate in Housing

Equivalent experience

Job description

Location: Community and scheme based, with travel across an allocated patch

Salary: £27,000 - £29,000 per annum, depending on experience and relevant housing / intensive housing management (IHM) knowledge
Contract: Full-Time Permanent

Reports to: Regional Housing Manager

A home is more than four walls. It's where independence starts.

At Rhema Social Impact, we believe good housing management can change lives. We're looking for a Housing Sustainment Officer to give residents a visible, proactive and caring landlord service. You'll help people settle into their homes, understand their responsibilities and build the skills and confidence they need to keep their home for the long term.

This isn't a reactive, "wait for things to go wrong" role. You'll get to know your residents, spot early warning signs and work alongside each person to set goals, overcome barriers and, where appropriate, prepare for their next step. You'll balance encouragement with clear accountability, and you'll know when a coaching conversation is needed and when a firmer one is.

About the Role

You'll manage your own caseload of residents across an allocated portfolio and take ownership of the day-to-day relationship between landlord and resident. A central part of the role is working with each resident on a Personal Development Plan (PDP), which sets out their housing goals, strengths, barriers and agreed actions. You'll review the plan together regularly and celebrate their progress along the way.

Where residents have care or support in place, you'll work closely with those providers. You'll keep a clear line between your housing role and the support they deliver, so that every resident gets the right help from the right person.

What You'll Be Doing

• Managing an allocated caseload and keeping in regular, purposeful contact with residents, based on their level of risk and need
• Completing sign-ups and inductions, and making sure residents understand their agreement, rights and responsibilities
• Using a strengths-based coaching approach to create and review Personal Development Plans that help residents become more independent
• Supporting residents to build practical skills such as managing rent and bills, looking after their home and getting on well with neighbours
• Monitoring rent and service charge accounts, stepping in early when arrears build up, and agreeing affordable repayment plans
• Giving residents clear information about Housing Benefit and Universal Credit housing costs, and referring them for specialist advice where needed
• Keeping a visible presence across your homes and schemes, spotting repairs and safety concerns and following them through to completion
• Supporting void management, lettings and the quick turnaround of empty homes
• Responding promptly and fairly to anti-social behaviour, neighbour disputes and tenancy breaches, using early and restorative approaches first
• Recognising safeguarding concerns and acting on them in line with procedures
• Working with support providers, local authorities, commissioners and community partners, making active referrals rather than just passing on phone numbers
• Keeping accurate, timely and auditable case notes, risk assessments and records

About You

We're looking for someone who believes a stable home is the foundation for everything else. You'll be a proactive housing professional who spots problems early and has honest conversations when they're needed. You'll coach residents to build the confidence and skills to sustain their tenancy, while keeping sight of your responsibilities as a landlord.

• Experience in housing management, tenancy management, neighbourhood services or a similar resident-facing role
• Experience managing a caseload or portfolio and seeing cases through to resolution
• Experience working with people who have faced homelessness, crisis, multiple disadvantage or other barriers to keeping their home
• Experience dealing with rent arrears, tenancy breaches, anti-social behaviour and neighbour disputes
• Experience using coaching, mentoring or strengths-based approaches, including developing and reviewing individual action plans or Personal Development Plans
• A good working knowledge of tenancy management, residents' rights and responsibilities, and how Housing Benefit and Universal Credit housing costs affect rent collection
• An understanding of safeguarding and of a landlord's health and safety responsibilities, including HHSRS, damp and mould, and fire safety
• Experience of multi-agency working, with the confidence to signpost and refer residents effectively while keeping clear boundaries between housing and care or support
• Strong communication skills, including the ability to have clear, respectful and sometimes difficult conversations
• Strong written and IT skills, with the ability to keep accurate, evidence-based case notes and use case-management systems confidently
• Organised and accountable, with the ability to assess risk, prioritise your workload and follow actions through to completion
• Calm and resilient in challenging situations, with a commitment to residents' safety, dignity, choice and independence
• Willingness to travel across your allocated area and carry out home and scheme visits
• Experience in supported, specified, transitional, social or community housing
• An understanding of trauma-informed or psychologically informed ways of working with residents
• Awareness of relevant housing legislation, regulatory expectations and good practice
• A relevant housing qualification, such as a CIH Level 3 or 4 Certificate in Housing, or equivalent experience

What We Offer

Training & Development, Mileage, Employee Assistance Programme

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