Tenancy Support Worker

Community Housing LTD; Larkhill; On-site; GBP 21,185 - 35,308; Full time

Job summary

Community Housing LTD is seeking a compassionate Tenancy Support Officer to join our Housing Services team. You will work within the Lettings and New Tenancy Support Team, providing tailored support to customers who may be vulnerable and helping them sustain their tenancy.

You will collaborate with partner agencies, complete vulnerability assessments, assist with budgeting and welfare benefits, and maintain accurate records to ensure high-quality service delivery.

Qualifications

• Experience supporting vulnerable customers and applying person-centred approaches.
• Knowledge of welfare benefits (including Universal Credit) and budgeting advice.
• Excellent communication and interpersonal skills with diverse customers and stakeholders.
• Strong organisational skills and ability to prioritise deadlines.

Responsibilities

• Provide intensive, person-centred tenancy support to customers to sustain tenancies.
• Complete vulnerability assessments and develop tailored support plans.
• Assist customers to access services, benefits and support from partners.
• Collaborate with Neighbourhood Coordinators to address tenancy issues.
• Help customers maximise income through welfare benefits, budgeting and energy advice.
• Build partnerships with local authorities, Jobcentre Plus and Citizens Advice.
• Manage a caseload and prioritise contact to achieve positive outcomes.
• Educate customers on tenancy responsibilities and encourage engagement with Community Housing services.
• Maintain accurate records and update case management systems.

Skills

Empathy

Communication

Organisation

IT skills

Tools

Microsoft Office

Case management systems

Job description

Salary up to £35,308 dependent on experience

Hours 37.5 hours per week

The Role

We're looking for a compassionate and proactive Tenancy Support Officer to join our Housing Services team. Working within the Lettings and New Tenancy Support Team, you will provide tailored support to customers who may be vulnerable or require additional assistance to successfully manage and sustain their tenancy.

This is a rewarding role where you'll work directly with customers, helping them overcome challenges, access services, improve financial wellbeing and build the skills and confidence needed to maintain a successful tenancy. You'll collaborate with colleagues and external agencies to ensure customers receive the right support at the right time.

If you're passionate about making a positive difference in people's lives and enjoy working in a customer-focused environment, we'd love to hear from you.

Key Responsibilities

• Provide intensive, person‑centred tenancy support to customers with a range of support needs, helping them establish and sustain successful tenancies.
• Complete vulnerability assessments and develop tailored support plans to meet individual customer needs.
• Support customers to access and engage with appropriate services, benefits, advice and specialist support from partner agencies.
• Work closely with Neighbourhood Coordinators and other colleagues to address tenancy‑related issues and promote tenancy sustainment.
• Help customers maximise their income through welfare benefits, budgeting support, energy advice and financial guidance.
• Build and maintain effective partnerships with organisations including local authorities, Jobcentre Plus, Citizens Advice, food banks and other support services.
• Manage a caseload effectively, prioritising customer contact and support activity to achieve positive outcomes.
• Support customers to understand their tenancy responsibilities and encourage positive engagement with Community Housing services.
• Maintain accurate records, update case management systems and ensure all documentation is completed to a high standard.
• Follow safeguarding procedures, identifying and escalating concerns appropriately and in a timely manner.

About You

You'll be an empathetic and resilient individual with experience supporting vulnerable people and a genuine commitment to helping customers achieve positive outcomes. You'll be confident building relationships, working collaboratively with partners and managing a varied workload in a fast‑paced environment.

You'll also bring:

• Experience of tenancy sustainment, housing management, community support work or a related field.
• Knowledge of welfare benefits, including Universal Credit, and an understanding of budgeting and money advice.
• Excellent communication and interpersonal skills, with the ability to engage effectively with a diverse range of customers and stakeholders.
• Strong organisational skills and the ability to prioritise competing demands and meet deadlines.
• The confidence to make informed decisions, solve problems and recommend practical solutions.
• Good IT skills, including experience using Microsoft Office applications and case management systems.
• A positive, flexible and customer‑focused approach that aligns with our values and commitment to excellent service delivery.
• A full UK driving licence and access to a vehicle for business use.