Tenancy Sustainment Officer

Tenancy Sustainment Officer

Department: Housing Services

Location: All Sites

Grade/Salary: (SO1 SP29-31) £40,632-£42,998

Reports To: Housing Manager

Contract Type: Permanent / Full-Time (35 hours per week)

East End Homes is a community-led and locally based housing association in the London Borough of Tower Hamlets. Our mission is to provide services that meet the needs and aspirations of local residents. We own and manage over 3,900 homes across five estates - Glamis, Holland, Island Gardens, Mile End, and St George's. We operate from offices in the heart of each of our communities and run four community centres.

As a not-for-profit housing association, we reinvest our profits back into improving homes and services for residents.

To support East End Homes residents to sustain their tenancies by addressing the wide range of issues that can place a tenancy s includes providing high-quality, person-centred support in areas such as income maximisation, debt and welfare advice, digital access, reviewing benefits, assisting applications appeals and backdates where necessary. Support with budgeting, energy advice, and general wellbeing. The postholder will work in close collaboration with internal teams and external partners to ensure residents are supported to maintain long-term housing stability.

• Receive and process referrals promptly, including meeting new residents to assess needs and initiate appropriate support.
• Provide practical, holistic support and advice to residents at risk of tenancy breakdown, including those with rent arrears, benefit issues, hoarding behaviours, or other vulnerabilities.
• Deliver advice and interventions focused on income maximisation, budgeting, debt management, and welfare benefits.
• Complete needs assessments and support plans for residents experiencing challenges that may impact their ability to maintain a tenancy.
• Manage a caseload of complex cases, working proactively to reduce risk and promote long-term housing stability, based on need and complexity, delivering a high standard of personalised support that meets service expectations and drives customer satisfaction.
• Carry out benefit checks, affordability reviews, and refer residents to internal teams or specialist external services as appropriate.
• Record and update the Vulnerability Register, working closely with the management team to ensure it reflects current resident needs.
• Coordinate and carry out winter welfare calls to elderly and vulnerable residents, ensuring any concerns are escalated and addressed.
• Respond promptly to referrals and crisis situations, maintaining accurate case notes and action plans focused on achieving positive outcomes.

• Help digitally excluded residents access essential online services such as Universal Credit, online banking, and Eastend Homes’ platforms.
• Support the development of digital confidence and skills to promote independence.
• Signpost to affordable data/device schemes as appropriate.

• Provide practical support around managing energy costs, understanding bills, and accessing government support schemes or grants.
• Promote energy efficiency and signpost to specialist services when needed.

• Assist residents in crisis by assessing and managing applications for hardship funds (where available).
• Provide short-term interventions while promoting longer-term stability.
• Maintain fair and consistent records of hardship support provided.

• Work collaboratively with housing, rents, ASB, teams to support residents with complex needs.
• Build and maintain strong partnerships with local agencies, advice services, and community organisations.
• Support and represent the service at workshops, engagement forums, and community events, including delivering sessions on money management, digital skills, and energy awareness.
• Promote positive outcomes and good news stories to highlight the impact of tenancy sustainment and strengthen resident engagement.

• Maintain accurate and up-to-date records of all…