Tenancy Sustainment Officer

Southern Housing; Horsham; Hybrid; GBP 24,000 - 32,000; Full time

Benefits offered by this job

Pension

Life assurance

Birthday leave

Retailer discounts

Cycle to work

Buy & sell annual leave

Season ticket loan

Job summary

Southern Housing is seeking a Tenancy Sustainment Officer to support vulnerable residents in sustaining tenancies and living safely in their homes. You will work within the Resident Experience team to assess needs, coordinate support, and liaise with multi-agency partners across West Sussex, including safeguarding and domestic abuse contexts.

The role involves risk and action planning for residents, home visits, welfare checks, and signposting to external services.

Qualifications

• Front-facing customer service experience required.
• Strong knowledge of housing law, tenant rights and repairs.
• Understanding of issues affecting vulnerable people.
• Proven ability to build relationships with external providers.
• Excellent listening and written/verbal communication skills.
• Ability to complete support plans and risk assessments.
• Organisational skills to manage workload and deadlines.
• Full driving licence and access to own vehicle.

Responsibilities

• Provide structured support to help residents sustain tenancies.
• Carry out risk assessments for each resident.
• Create and review action plans, including referrals and signposting.
• Visit residents, conduct welfare checks, and coordinate multi-agency interventions.
• Maintain partnerships with local authorities and partner agencies.

Skills

Front-facing role

Housing law

Safeguarding

Vulnerable people understanding

Relationship building

Negotiation

Communication

Support plans

Risk assessments

Organising workload

Driving licence

Job description

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 escal. 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. Youll 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 fixed-term contract until August 2027. The role is a full-time opportunity, working 35 hours per week. The successful candidate will be based at our Horsham office, Owl Beech Lodge, with flexible hybrid working and an expectation of around two days per week in the office and requirement to cover the surrounding West Sussex area to support service delivery.

What youll 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.
• You'll need a full driving licence and access to own vehicle.

Closing Date:

Tuesday 20th October 2026 at 23:59

What's in it for you

• Pension
• Life assurance
• Birthday leave
• Retailersdiscounts
• Cycle to work
• Buy & sell annual leave
• Season ticket loan

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 peoples 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.