Tenancy Sustainment Officer

Southern Housing; Greater London; Hybride; GBP 28 000 - 38 000; Plein temps

Résumé du poste

Southern Housing is seeking a Tenancy Sustainment Officer to support vulnerable residents in sustaining their tenancies and living safely in their homes. The role sits in the Resident Experience team and involves safeguarding, risk assessment, and coordinating with local authorities and partner agencies.

You will conduct action plans, visits, and welfare checks, with hybrid working and some travel across London North East regions. A full-time position requires about 35 hours per week.

Qualifications

• Experience in a front-facing customer-facing role.
• Excellent knowledge of housing law, tenant rights, repairs, and safeguarding.
• Ability to carry out risk assessments for residents and properties.
• Proven ability to develop and maintain relationships with external providers and partner organisations.
• Strong written and verbal communication skills and ability to complete reports.

Responsabilités

• Provide structured support to vulnerable residents to sustain tenancy.
• Carry out risk assessments highlighting risks to residents or tenancy.
• Develop action plans with residents, referrals to external agencies, and signpost when needed.
• Visit residents at home, conduct welfare checks, and coordinate with multi-agency partners.

Connaissances

Front-facing customer service

Housing law knowledge

Risk assessment

Relationship building

Communication skills

Description du poste

About The Role

As a Tenancy Sustainment Officer, you'll provide vital support to vulnerable residents, helping them sustain their tenancies and live safely and independently in their homes.

Working within our Resident Experience team, you'll support residents facing a range of complex challenges, including safeguarding concerns and domestic abuse. You'll assess needs, coordinate support, and work closely with local authorities, statutory services and partner agencies to ensure residents receive the right help at the right time. This is a varied and rewarding role where you'll build strong relationships, coordinate multi‑agency interventions, and proactively address issues before they escalated. If you're passionate about supporting vulnerable people, delivering excellent customer service and achieving positive outcomes, we'd love to hear from you.

Principal duties and responsibilities include, but are not limited to:

• Providing structured support to our most vulnerable residents enabling them to sustain their tenancy and develop effective methods to achieve their identified support targets.
• Carrying out a risk assessment with each resident, highlighting any risks to themselves, their tenancy or others.
• Completing an action plan with each resident, detailing all elements of support required to sustain their tenancy. This will include making referrals to external agencies and signposting. You’ll regularly review action plans through to case closure.
• Visiting residents in their home, complete welfare checks, making safeguarding referrals, monitoring and updating cases, working in partnership with multi agency partners.

This is a full-time opportunity, working 35 hours per week. The successful candidate will be based at our Farringdon office, Fleet House, with flexible hybrid working and an expectation of around two days per week in the office and requirement to cover London North East and the London North Region areas to support service delivery.

What you’ll need:

• Experience of working in a front facing customer focused role and Excellent knowledge of housing law, rights of tenants and laws relating to repairs and safeguarding.
• An in depth understanding of issues affecting vulnerable people ·
• A Proven track record of developing and building relationships with external providers and with partner organisations. Good negotiating and influencing skills.
• A confident individual with exceptional listening and customer service skills. Excellent communication skills both verbal and written.
• The necessary skills to complete support plans, reports and risk assessments.
• Ability to organise and prioritise own workload to meet deadlines.
• Experience of supporting customers experiencing mental health challenges or those affected by domestic abuse, including risk identification, safety planning and tenancy sustainment support.
• You will hold a full driving licence with access to own vehicle, or show evidence you can meet therequirements of the role travelling by public transport.
  

In your responses to the supporting application questions, it is important that you demonstrate how you meet each of the above criteria, using real examples wherever possible.

Closing Date: Sunday 25th October 2026 at 23:59

About Us

At Southern Housing, our residents are at the heart of everything we do. As one of the largest housing providers in the UK with over 77,000 homes across London, the Southeast, the Isle of Wight, and the Midlands, we give over 167,000 people somewhere affordable to call their own! We also understand the difference that safe, secure, and affordable homes can make to people’s lives.

A career at Southern Housing will allow you to make a difference every day you come to work. Working in the housing sector with us will bring fresh challenges and give you the opportunity to grow and develop, too.