Tenancy Support Team Manager

Yorkshire Housing Limited; England; Hybrid; GBP 41,000 - 50,000; Full time

Benefits offered by this job

£2,000 car allowance

26–31 days annual leave

Bank holidays

Pension matched up to 9%

Wellbeing support

Flexible/remote work options

Job summary

Yorkshire Housing is seeking a Tenancy Support Team Manager to lead tenancy coaching and aids & adaptations services, ensuring proactive, compassionate support for customers to sustain tenancies.

You'll provide day-to-day leadership, steer performance, quality and complex casework, and build strong partnerships with local authorities, therapists and contractors, while promoting customer-centric, trauma-informed practice across the team.

Qualifications

• Proven experience leading teams and managing performance.
• Experience supporting customers with complex needs and safeguarding concerns.
• Knowledge of tenancy sustainment, coaching, support planning and housing legislation.
• Customer-obsessed, trauma-informed approach to service delivery.
• Strong partnership working across authorities, therapists and contractors.

Responsibilities

• Lead, coach and develop colleagues to deliver high-quality, trauma-informed services.
• Oversee complex, high-risk or sensitive customer cases including safeguarding.
• Monitor performance and use data to improve outcomes.
• Build relationships with local authorities, occupational therapists and partners.
• Manage day-to-day delivery of aids & adaptations services.
• Plan resources and manage demand during change while maintaining outcomes.
• Travel across Yorkshire with option to work from home or spaces.

Skills

Leadership

Coaching

People management

Customer-focused

Trauma-informed approach

Safeguarding

Housing legislation knowledge

Partnerships

Data-driven decisions

Aids & adaptations understanding

Education

Level 4 Certificate in Housing (or equivalent)

Job description

Tenancy Support Team Manager

If you're passionate about leading brilliant teams and making a real difference to customers facing complex challenges, this could be right up your street.As our Tenancy Support Team Manager, you'll oversee our tenancy coaching and aids & adaptations services, helping colleagues deliver person-centred support so customers can overcome barriers, sustain their tenancies and live well at home.

What we're all about

You might think of Yorkshire Housing as 'just' a housing provider, but we're so much more than that. Yes, we own and manage nearly 20,000 homes (and counting) across Yorkshire and make it possible for current and future customers to have a place they're proud to call home, but we're also all about making a positive difference in people's lives. We've got big plans to overhaul the traditional customer service offer, build new homes that are truly future-proof and empower our people through flexibility and freedom to do their best work.

As we continue to strengthen the support available to customers, this role will play a key part in ensuring our tenancy sustainment and aids & adaptations services are proactive, effective and genuinely customer obsessed. You'll help shape how we support customers to live well in their homes while leading a team that's making a difference every single day.

Want to know more about your next challenge?

Reporting to the Operations Manager - ASB, Enforcement and Support, you'll lead both services, making sure customers receive timely, effective and compassionate support when they need it most. You'll provide day-to-day leadership to the team, overseeing performance, quality, complex casework and partnerships, while driving continuous improvement across both services.

A typical week could involve:

• Leading, coaching and developing colleagues to deliver high-quality, customer-focused and trauma-informed services.
• Providing oversight and guidance on complex, high-risk or sensitive customer cases, including safeguarding concerns, vulnerability and tenancy risks.
• Monitoring performance, quality and service demand, using insight and data to continuously improve outcomes for customers.
• Building strong relationships with local authorities, occupational therapists, support agencies, contractors and internal teams.
• Managing the day-to-day delivery of the aids & adaptations service, working closely with occupational therapists, local authorities and contractors to help customers live safely and independently in their homes.
• Using customer insight, complaints, quality assurance and performance data to identify opportunities for improvement and strengthen tenancy sustainment outcomes.
• Planning resources, managing demand and supporting the team through change whilst maintaining excellent customer outcomes.

You'll spend a lot of your time travelling across Yorkshire, supporting colleagues, customers and partners, so you'll need a full driving licence, access to a vehicle and be comfortable being out on the road. That's why this role comes with a£2,000 per annum car allowance. When you're not out and about, you'll have the flexibility to work from home or from one of our workspaces across Yorkshire.

Who are we looking for?

We're looking for a people-focused leader who can balance strong operational management with a genuine passion for supporting customers. You'll be experienced in leading teams, managing performance and navigating complex customer situations, whilst keeping customer outcomes at the heart of every decision.

You'll ideally bring:

• Strong leadership, coaching and people management experience.
• Experience supporting customers with complex needs, vulnerability, safeguarding concerns and tenancy risk.
• Knowledge of tenancy sustainment, tenancy coaching, support planning, safeguarding, risk assessment and relevant housing legislation.
• A customer-obsessed and trauma-informed approach, with a passion for helping customers sustain their tenancy.
• Strong partnership working skills and the ability to build effective relationships with local authorities, occupational therapists, support agencies, contractors and internal teams.
• Experience using insight, quality measures and performance data to improve services and strengthen customer outcomes.
• An understanding of aids & adaptations services and the role they play in helping customers remain independent at home.
• A Level 4 Certificate in Housing (or equivalent), or a willingness to work towards it.

What's in it for you…

Salary: £45,147.74 per annum (35 hours/week) + £2,000 per annum car allowance26 days annual leave (rising to 31 annually) + Bank HolidaysPermanent

We offer a reward package to suit everyone. At YH, you can claim back for prescriptions, eye tests and more with our cash plan, make the most of a variety of retail discounts and take advantage of our pension scheme where we'll match your contributions up to 9%, just to name a few.

Our people's health and wellbeing are one of our top priorities, and you can make the most of our readily available wellbeing support package. This includes access to a library of free fitness classes, as well as an instant My GP service and free counselling sessions with a trained professional.

Find out more about our employment perks here!

Now you're really interested?At YH, we're actively building a working environment that's inclusive as well as diverse, where everyone can contribute their best work and be themselves. We believe difference is what makes us stronger and recognise the importance of our teams reflecting the communities we serve, so we welcome and encourage candidates from all backgrounds for this role.

The fine print

• Closing date: 20.11.26(we may close early if we get lots of great candidates!)
• First interviews:24.11.26 and 25.11.26 (via Teams)
• Final interviews:03.12.26(in Leeds)
• This role requires a Basic DBS check.
• If you're applying for this role internally, you must inform your current line manager (it's the right thing to do!).