Tenancy Support Caseworker

TipTopJob; West Midlands; On-site; GBP 27,000 - 37,000; Full time

Job summary

Stonewater is seeking a Tenancy Support Caseworker to join the Locality Team across the West Midlands region. You will provide tailored support and advice to customers, including home visits, and help develop outcome-focused support plans to prevent tenancy failure and homelessness.

Ideal candidates will have experience in customer-focused housing, knowledge of welfare benefits, and ability to work with vulnerable customers. A full driving licence is preferred.

Qualifications

• Experience in a customer-focused housing or support service, particularly tenancy sustainment and income maximisation.

Responsibilities

• Provide tailored support and advice to customers, including regular engagement and home visits.
• Assess customer needs and develop outcome-focused, person-centred support plans.
• Deliver practical help around budgeting, income maximisation, debt management, and arrears prevention.
• Support customers with welfare benefits, including Universal Credit, and applications for grants where appropriate.
• Work proactively with internal teams and external agencies to prevent tenancy failure and homelessness.
• Identify and respond to risks such as safeguarding concerns, hoarding, or property damage, making appropriate referrals.
• Attend and contribute to multi-agency meetings to support positive customer outcomes.
• Maintain accurate case records and ensure effective referrals and follow-up.
• Build strong local partnerships and help highlight gaps in services within your locality.

Job description

Location: West Midlands(e.g. Shropshire, Herefordshire, Birmingham, North Warwickshire, Gloucester)

Salary : A GBP 32,300 per annum

Vacancy Type: Permanent, Full time (37.5 hours per week)

At Stonewater, our customers are at the heart of everything we do. Were looking for a Tenancy Support Caseworker to join our Locality Team across the West (e.g. Shropshire, Herefordshire, Birmingham, North Warwickshire, Gloucester), ensuring our customers receive high quality, responsive and personalised support.

What Youll Be Doing

• Provide tailored support and advice to customers, including regular engagement and home visits.
• Assess customer needs and develop outcome:focused, person:centred support plans.
• Deliver practical help around budgeting, income maximisation, debt management, and arrears prevention.
• Support customers with welfare benefits, including Universal Credit, and applications for grants where appropriate.
• Work proactively with internal teams and external agencies to prevent tenancy failure and homelessness.
• Identify and respond to risks such as safeguarding concerns, hoarding, or property damage, making appropriate referrals.
• Attend and contribute to multi:agency meetings to support positive customer outcomes.
• Maintain accurate case records and ensure effective referrals and follow:up.
• Build strong local partnerships and help highlight gaps in services within your locality.

What Were Looking For

• Experience in a customer:focused housing or support service, particularly tenancy sustainment and income maximisation.
• Working knowledge of housing law, welfare benefits (including Universal Credit), and support agencies.
• Experience of working with vulnerable customers, including those with mental health needs.
• Confidence in multi:agency working and relationship:building.
• Strong communication, organisation, and case management skills.
• Empathy, resilience, and the ability to work sensitively and professionally.
• A commitment to equality, diversity, and continuous improvement.
• A full driving licence and access to a vehicle for work purposes.

Discover Stonewater

Stonewater is one of the UKs largest social housing providers, driven by our purpose that everyone has a place to call home. With around 40,000 homes, we proudly serve more than 93,000 customers, providing safe, affordable homes and the services and support that help people and communities thrive.

Our mission is to make a difference to our customers and communities through quality homes and great services that reflect our social ethos. Guided by our vision to be the most trusted, inspiring and sustainable provider of affordable homes, we offer homes for rent, shared ownership and purchase, alongside specialist housing and support services, including retirement living, supported housing, domestic abuse refuges, LGBTQ+ safe spaces and young peoples foyers.

Everything we do is centred on our customers. We build trusted relationships, create lasting social value and invest in homes, services and communities that enable people to live independently, realise their potential and thrive. Through innovation, collaboration and a long:term commitment to sustainability, we are helping shape stronger communities for the future.

We are a Disability Confident Employer and working towards accreditation for becoming a Disability Confident Leader, which allows us to record and report on disability, mental health and wellbeing in the workplace to better support our colleagues. We have also achieved accreditation for being an Advanced Employer for Investing in Ethnicity Maturity Matrix