R&R Housing
Tenancy Support Officer
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Job: Tenancy Support Officer (New Builds)
Location: Southeast London
Contract: 3 months Initial contract (with strong possibility of extension)
Rate: £24.28 per hour
A local authority is seeking an experienced and compassionate Tenancy Support Officer (New Builds) to join its Tenancy Services team. This is an excellent opportunity to support vulnerable residents and help new tenants successfully settle into their homes, sustain their tenancies, and access the services they need to live independently.
The Role
As a Tenancy Support Officer, you will work closely with new and transferred tenants during the first 6 to 12 months of their tenancy, providing tailored support and guidance to help them establish and sustain successful tenancies. You will manage a varied caseload of tenants with a range of support needs, working collaboratively with internal teams and external agencies to deliver holistic, person-centred support.
The role will involve assessing support needs, developing support plans, carrying out risk assessments, and acting as an advocate for tenants to ensure they can access appropriate services and maintain stable tenancies.
Key responsibilities include:
- Managing referrals and providing tailored support to vulnerable tenants following tenancy sign-up.
- Assessing needs and developing support plans that promote independent living and tenancy sustainment.
- Undertaking risk assessments and identifying support requirements for tenants with complex needs.
- Referring and coordinating support from internal Council services and external agencies, including social services, mental health services, drug and alcohol support providers, and voluntary organisations.
- Attending case conferences, safeguarding meetings, MARAC, mental health, hoarding, high-harm, and multi-agency panels.
- Maintaining accurate records, databases, case notes, support plans, and performance statistics.
- Liaising with and advocating on behalf of tenants regarding tenancy issues, anti-social behaviour, welfare concerns, and support needs.
- Supporting tenants with welfare benefits, financial management, debt issues, and rent account monitoring.
- Working closely with income teams to reduce arrears and maximise benefit entitlement.
- Supporting tenants with repairs reporting and navigating Council housing services.
- Investigating complaints from tenants, Councillors, and MPs in accordance with Council procedures.
- Working alongside Tenancy Officers and Housing Management teams to ensure successful tenancy outcomes.
- Promoting safeguarding, equality, diversity, and inclusion across all areas of service delivery.
- Maintaining knowledge of housing legislation, tenancy management practices, and best practice in tenancy support services.
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Essential Experience
- Experience working with social housing tenants, preferably within a local authority environment.
- Experience supporting vulnerable individuals and families, including young people, adults, and older residents.
- Experience of casework management, assessments, support planning, referrals, and tenancy sustainment.
- Knowledge of welfare benefits, housing benefits, and support services available to residents.
- Experience attending multi-agency meetings, case conferences, and professional panels involving complex cases.
- Ability to identify risks and implement appropriate support interventions.
- Strong written communication skills, including report writing, correspondence, and record keeping.
- Experience using Microsoft Office applications and housing management databases.
- Ability to build positive relationships with tenants, colleagues, and partner agencies.
- Strong problem-solving skills and the ability to achieve positive outcomes in challenging situations.
- Understanding of safeguarding principles relating to children, young people, and vulnerable adults.
- Basic understanding of tenancy management, housing law, anti-social behaviour, and tenancy enforcement issues.
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Desirable Experience
- Experience working with tenants moving into new-build developments or introductory tenancies.
- Knowledge of local support services and stakeholder networks.
- Experience supporting tenants with mental health needs, substance misuse issues, hoarding behaviours, or domestic abuse concerns.
- Experience working within a housing support, tenancy sustainment, or floating support service.
- Experience working closely with Housing Management, Income Recovery, and Tenancy Enforcement teams.
- Knowledge of best practice in tenancy sustainment and early intervention support.
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