Tenancy Sustainment worker

LiveWest Homes Ltd; Newquay; On-site; GBP 21,000 - 29,000; Full time

Benefits offered by this job

26 days annual leave

Pension contributions up to 9%

Health benefits

Learning and development

Family support

Wellbeing support

Cycle to Work

Volunteer days

Job summary

LiveWest Homes Ltd in the United Kingdom is seeking a Tenancy Sustainment Worker to provide practical support to tenants and applicants, helping them maintain their homes and navigate welfare benefits and rent management.

The role requires field-based, mobile work around Newquay, with a 37-hour week and DBS check. You will join a team focused on safe, effective housing support and excellent customer service.

Qualifications

• Methodical, organised approach to time and priorities.
• Ability to manage rent accounts and minimise debt.
• Assess challenging situations, manage risk, and identify solutions.
• Strong written communication and record-keeping.
• Work well in a team and deliver excellent customer service.
• UK driving licence and access to a suitable vehicle for travel between locations.
• Experience with diverse customers; housing management.
• Experience with tenancy/licence breaches and anti-social behaviour.

Responsibilities

• Support customers to maintain licence or tenancy, explaining rights and responsibilities.
• Help customers manage rent accounts, address arrears, and access welfare benefits.
• Carry out property inspections and arrange repairs or replacement furniture.
• Assist customers to access services and liaise with partner agencies.
• Manage housing issues including breaches, nuisance, anti-social behaviour.
• Support customers moving to alternative accommodation with advice and practical help.
• Ensure essential property safety requirements are met during visits and works.
• Build relationships with colleagues and external partners to improve services.

Skills

Organised

Rent accounts

Risk assessment

Record keeping

Customer service

Driving licence

Vehicle access

Diversity awareness

Behaviour management

Teamwork

Education

CIH qualification

NVQ Level 3

Safeguarding certification

Literacy & numeracy

Willingness to progress CIH

Job description

Key responsibilities will include:

• Supporting customers to maintain their licence or tenancy, ensuring they understand their agreement, rights and responsibilities.
• Helping customers manage their rent accounts, including addressing arrears and supporting them to access Housing Benefit and other welfare benefits where appropriate.
• Carrying out property inspections and arranging repairs, improvements or replacement furniture where required.
• Supporting customers to access relevant services and liaising with statutory, voluntary and other partner agencies on their behalf.
• Managing housing issues including tenancy or licence breaches, nuisance, anti-social behaviour, access and abandonment.
• Supporting customers who need to move to alternative accommodation, providing advice and practical assistance.
• Ensuring essential property safety requirements are met, including access for gas servicing, fire inspections, contractors and other professionals.
• Building strong relationships with colleagues and external partners while identifying opportunities to improve services and achieve better outcomes for customers.

Why should I join LiveWest?

This is an opportunity to make a practical difference to customers who may be experiencing challenging circumstances. You will have a varied role where you can use your housing knowledge, problem-solving skills and ability to build positive relationships to help customers sustain their homes and achieve better outcomes.

You will be part of a collaborative team where delivering excellent customer service, working safely and continuously improving how we work are important parts of what we do

This is a full-time role working 37 hours per week.

This is a mobile role based in the field in the Newquay area. You should be based within a 30-minute commute of this area.

We are committed to safeguarding and promoting the welfare of vulnerable groups. Appointment to this role is subject to a satisfactory enhanced DBS check.

About The Candidate:

To be successful in your application for the role of Tenancy Sustainment Worker, you will have the essential skills and experience for a Level 1 role and the following role specific skills and experience:

Essential skills

• A methodical and organised approach, with the ability to manage your own time and conflicting priorities.
• The ability to manage rent accounts and support customers to minimise unnecessary debt.
• The ability to assess challenging situations, manage risk and identify appropriate solutions.
• Strong written communication and record-keeping skills, including the ability to maintain accurate information and produce letters and reports.
• The ability to work effectively as part of a team and provide excellent customer service.
• A valid UK driving licence and access to a suitable vehicle for travel between locations.
• Experience of working with a wide range of people from different backgrounds who have housing management needs.
• Experience of managing risk and dealing with challenging or potentially dangerous behaviour.
• Experience of dealing with tenancy or licence breaches, including access, abandonment and anti-social behaviour.

Essential knowledge

• Knowledge and understanding of housing-related support and the issues customers may face in their daily lives.
• Knowledge of safeguarding, risk assessment, risk management and health and safety.
• An understanding of the needs of vulnerable people within a supported housing environment.
• Knowledge and understanding of supported housing management practice and provision within a Housing Association, Local Authority or voluntary organisation.
• A good level of literacy and numeracy.
• Safeguarding certification.
• A relevant CIH qualification, equivalent study or work experience, or willingness to work towards one.
• NVQ Level 3, or equivalent, in a relevant field.
• Evidence of continuing professional development.

The role may require working outside normal office hours to attend evening or weekend meetings or provide out-of-hours emergency cover.

Please note, we are unable to provide CoS for this role; therefore, applicants must have the right to work in the UK for the full duration of this role without requiring a CoS.

Our Reward and Benefits:

• Generous Annual Leave: Start with 26 days, plus bank holidays, increasing to 30 days with length of service - and the option to purchase up to 5 extra days (pro rated for part time roles).
• Pension Contributions: Enjoy up to 9% employer contributions with our Defined Contribution scheme.
• Health Benefits and Perks: Access to a health care cash plan (worth up to £1,100 annually), virtual GP services, discounted gym memberships, and retail discounts including access to a Blue Light Card.
• Learning and Development: Invest in your future with ongoing personal and professional growth opportunities.
• Family Support: Policies designed to help you balance work and family life, including a new child payment.
• Wellbeing Matters: Prioritise your health with mental health support, enhanced sick pay, wellness campaigns, and free flu jabs.
• Smarter Travel: Save with our Cycle to Work and Car Benefit schemes.
• Giving Back: Up to four paid volunteering days a year to support our communities.

About Us:

At LiveWest, we are united by a shared mission: to create a home for everyone. Each of us takes pride in playing our part in achieving this goal.

Our values guide everything we do - from how we work together to how we deliver exceptional services to our customers. Collaboration is at the heart of LiveWest, and we believe that we achieve more when we deliver together.

As one of the largest employers in the South West, our team of 1,800 talented colleagues provides a wide range of services to our 80,000 customers. We are passionate about nurturing local talent and creating opportunities for people within the communities we serve.

We are committed to supporting our colleagues, giving them the autonomy and encouragement they need to thrive and reach their full potential. Together, we are building brighter futures for everyone.

Inclusion at LiveWest:

At LiveWest, we are committed to fostering an inclusive and diverse workplace where everyone feels valued, respected, and empowered. We believe that our differences drive innovation, creativity, and excellence, and we strive to create an environment where all colleagues can thrive. As a proud member of Inclusive Employers, a Disability Confident Employer, and a signatory of the Armed Forces Covenant, we are dedicated to supporting all our colleagues and ensuring that our workplace is welcoming and accessible to all.

We welcome individuals of all backgrounds, experiences, and perspectives to join our team. LiveWest is dedicated to equal opportunity and actively works to eliminate discrimination and promote diversity at all levels.

Join us in our mission to create vibrant and inclusive communities. Make a difference with LiveWest, where every voice is heard, and every contribution is valued.

You can read more about Inclusion at LiveWest by visiting our website.