Tenancy Sustainment Officer

Abri; Easthampstead; On-site; GBP 23,000 - 28,000; Full time

Job summary

Abri in Bracknell is seeking a Tenancy Sustainment Officer to help customers maintain tenancies, improve financial wellbeing and access support services. You’ll work with colleagues and partner agencies to achieve positive outcomes and deliver housing advice across transfers, options and signposting.

The role requires empathy, strong organisation, and the ability to handle complex cases with discretion. You’ll join a supportive Housing team, with opportunities to develop skills and contribute to

Qualifications

• Experience in a customer-facing advisory role within housing, welfare benefits or related field.
• Knowledge of housing management, welfare benefits and tenancy-related legislation.
• Strong communication and relationship-building skills.
• Ability to manage complex and sensitive cases with empathy and professionalism.
• Excellent organisational skills and ability to prioritise a busy workload.
• Confidence working independently and as part of a wider team.
• Good IT skills, including Microsoft Office applications.
• Commitment to delivering outstanding customer service and continuous improvement.

Responsibilities

• Sustain tenancies and prevent tenancy breakdown.
• Advise on benefits, budgeting, debt and financial wellbeing.
• Help customers maximise income and access available support.
• Support customers affected by welfare reform and changing legislation.
• Support vulnerable customers and safeguarding initiatives.
• Collaborate with Income, Neighbourhood, Community Safety and external services.
• Provide housing advice, including transfers, exchanges and housing options.
• Signpost to specialist agencies and community resources.
• Promote employment, training, education and volunteering.
• Manage a varied caseload while maintaining accurate records.

Skills

Customer advisory

Housing knowledge

Welfare benefits

Tenancy legislation

Communication

Empathy

Organisational skills

Independent & team work

IT skills

Tools

MS Office

Job description

Help people thrive in their homes and communities.

Are you passionate about making a real difference in people's lives? Do you have experience supporting customers through financial, housing or wellbeing challenges? If so, we'd love to hear from you.

We're looking for a dedicated Tenancy Sustainment Officer to join our Housing team in Bracknell. In this rewarding role, you'll work closely with customers to help them maintain successful tenancies, improve their financial wellbeing, access vital support services, and overcome barriers that may put their housing at risk.

What you'll be doing:

As a Tenancy Sustainment Officer, you'll provide practical advice, guidance and support to customers facing a wide range of housing-related challenges. No two days are the same, and you'll work collaboratively with colleagues and partner agencies to deliver the best possible outcomes.

Key responsibilities include:

• Supporting customers to sustain their tenancies and avoid tenancy breakdown.
• Providing advice on benefits, budgeting, debt management and financial wellbeing.
• Helping customers maximise their income and access available support.
• Working proactively with customers affected by welfare reform and changing legislation.
• Supporting vulnerable customers and contributing to safeguarding initiatives.
• Working alongside Income, Neighbourhood, Community Safety and external support services.
• Providing housing advice, including transfers, exchanges and housing options.
• Signposting customers to specialist agencies and community resources where appropriate.
• Promoting opportunities for employment, training, education and volunteering.
• Managing a varied caseload while maintaining accurate and compliant records.

What you’ll need:

• Experience in a customer-facing advisory role within housing, welfare benefits, debt advice or a related field.
• Knowledge of housing management, welfare benefits and tenancy-related legislation.
• Strong communication and relationship-building skills.
• The ability to manage complex and sensitive cases with empathy and professionalism.
• Excellent organisational skills and the ability to prioritise a busy workload.
• Confidence working independently and as part of a wider team.
• Good IT skills, including Microsoft Office applications.
• A commitment to delivering outstanding customer service and continuous improvement.

Interviews will take place on the 29th of September.