Tenancy Sustainment Officer

London Borough of Hillingdon; Greater London; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Flexible Working Hours

36 Hour Week

Generous Holiday Entitlement

Hillingdon Sports & Leisure

Salary Sacrifice Schemes

Cycle to Work

Local Government Pension Scheme

Perkbox Benefits

Mental Health Support and Counselling

Travel Support

Trade Union Membership

Job summary

The London Borough of Hillingdon is recruiting a Tenancy Sustainment Officer to help residents avoid homelessness by providing proactive, person-centered support. You will assess needs, visit homes, and coordinate with partners to build sustainable tenancy solutions.

You will work with residents facing financial hardship or other vulnerabilities, promoting welfare benefits and independence. The role emphasizes collaborative problem solving and continuous service improvement.

Qualifications

• Resident-focused approach to improving lives and tenancy outcomes.
• Proactive and adaptable in changing circumstances.
• Collaborative work with partners and residents.
• Resilient and persistent under pressure.
• Open and honest communication with stakeholders.
• Commitment to continuous improvement of services.

Responsibilities

• Deliver a person-centred tenancy sustainment service with early intervention.
• Conduct assessments and home visits to develop support plans.
• Support vulnerable residents including domestic abuse, mental health, and financial hardship.
• Coordinate with internal teams, statutory agencies and partners.
• Promote welfare benefits and income maximisation for residents.
• Help shape policies to enhance tenancy sustainment services.

Skills

Resident-focused

Proactive and adaptable

Collaborative

Resilient and persistent

Open and honest

Continuous improvement

Job description

At Hillingdon Council, we know that a successful tenancy is about much more than bricks and mortar.

About the role

At Hillingdon Council, we know that a successful tenancy is about much more than bricks and mortar.

We are looking for a Tenancy Sustainment Officer who understands that the right support, at the right time, can transform lives, prevent homelessness and help residents build the confidence and independence needed to thrive.

We have worked incredibly hard to secure our C2 grading. It reflects the progress we've made, but our ambition doesn't stop there. Our residents deserve C1 services, and we're determined to achieve that standard through better relationships, earlier interventions and a relentless focus on resident outcomes.

You'll be out in our communities, working directly with residents who may be facing financial hardship, domestic abuse, mental health challenges, social isolation or other vulnerabilities that place their tenancy at risk. You will be the person who identifies issues before they become crises, helps residents access the support they need and works alongside partners to create sustainable solutions.

In return, we invest in you. Housing is a career with diverse paths. We will support your personal development with options like Multiverse courses and CIH qualifications to help you reach your potential.

Key Responsibilities

• Deliver a person-centred tenancy sustainment service, providing early intervention and practical support to residents at risk of tenancy failure or homelessness.
• Undertake assessments and home visits, identifying risks and developing support plans that promote successful and sustainable tenancies.
• Support residents experiencing vulnerabilities such as domestic abuse, mental health concerns, hoarding, financial hardship and safeguarding issues.
• Work collaboratively with internal teams, statutory agencies and community partners to coordinate support and achieve positive outcomes for residents.
• Promote financial resilience and independence by helping residents access welfare benefits, maximise income and build confidence in managing their tenancies.
• Contribute to service improvement initiatives and help shape policies that enhance tenancy sustainment services.

About You

You are passionate about making a difference in your community and committed to putting residents first. You thrive in a role where every day brings new challenges and opportunities to help people.

• Resident-focused – You genuinely care about improving lives and delivering excellent service.
• Proactive and adaptable – You take initiative, think creatively and respond effectively to changing circumstances.
• Collaborative – You work well with colleagues, partners and residents to achieve positive outcomes.
• Resilient and persistent – You stay calm under pressure and keep going when things get tough.
• Open and honest – You communicate clearly, listen actively and build trust through transparency.
• Committed to continuous improvement – You embrace learning and seek ways to improve services and yourself.

About us

We value our employees and are committed to ensuring that they enjoy a fulfilling and rewarding career with us. We understand that a happy and motivated workforce is essential for the success of our organisation. That is why we offer a wide range of employee benefits to enhance your work-life balance, financial wellbeing, health, and professional development.

Here’s a comprehensive overview of the fantastic benefits we provide:

• Flexible Working Hours – We recognise the importance of flexibility in managing your work and personal life.
• 36 Hour Week – Enjoy a standard 36-hour workweek for all full time staff.
• Generous Holiday Entitlement – increasing with length of service (for non-casual roles).
• Hillingdon Sports & Leisure – Stay active and healthy with discounts at council owned leisure centres and swimming pools across the borough.
• Salary Sacrifice Schemes – option to join schemes for cycle purchase, electric vehicle leasing and additional voluntary pension contributions (subject to scheme rules).
• Cycle to Work – Eco-friendly commuting with our cycle purchase scheme. We also provide bicycle parking, lockers, and showers at the Civic Centre.
• Local Government Pension Scheme – access to Local Government Pension Scheme and membership to the Credit Union.
• Perkbox Benefits – Access a variety of offers and discounts through our Perkbox Benefits.
• Mental Health Support and Counselling Services – Our mental health first aiders are trained to identify, understand, and help employees experiencing mental health issues. Access free 24-hour confidential advice and counselling as well as a legal advice service for you and your immediate family.
• Travel Support – Make your daily commute easier with our season ticket loans and free car parking.
• Trade Union Membership – The Council recognises UNISON, Unite, AEP and GMB and supports employees’ freedom of choice in relation to trade union membership.

Equity, Diversity and Inclusion Statement

At the London Borough of Hillingdon, we are committed to creating a diverse, inclusive, and equitable workplace. This commitment means that all employees, job applicants and others who work for us will be treated fairly.

The aim is for our workforce to be representative of all sections of society and Hillingdon residents so we welcome applicants from a wide variety of backgrounds. We strive to ensure that our recruitment process is free from discrimination and bias, and we are dedicated to providing reasonable adjustments to applicants with disabilities.

Join us in building a workplace where everyone feels respected, able to give their best and be themselves at work, whilst contributing meaningfully to our organisation's success.

Recruitment Information

Hillingdon Council operates a guaranteed interview scheme for candidates with disabilities that meet the essential criteria for the role and wish to be considered under this scheme. We believe in the option to choose, so candidates declaring a disability have the choice to opt in for consideration under this scheme, on a 'per application' basis.

We are committed to safeguarding and promoting the welfare of children, young people and vulnerable groups and expect all staff and volunteers to share this commitment.

Some posts are subject to The Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2019 and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service.

In addition to verifying Right to Work in the UK and a new starter health questionnaire, the post is subject to the following pre-employment screening:

• Basic DBS Check
• 2 years of Referencing

Please note: Priority will be given to those at risk of redundancy within Hillingdon Council. Current employees who are part of the redeployment pool must meet the essential criteria for shortlisting to be prioritised.

It may be necessary due to a high volume of applications to close this role early. We therefore recommend you apply as soon as possible to avoid disappointment.