Tenancy Sustainment Officer

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.

• 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.

• 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 the requirements of the role travelling by public transport.

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