Tenancy Sustainment Officer

TAMWORTH BOROUGH COUNCIL

HOUSING

Tenancy Sustainment Officer – Income

£31,022 - £33,699 per annum pro-rata

plus essential car user allowance

Home working contract

18.5 hours per week (Job share)

Permanent

Located in the heart of Staffordshire, Tamworth is a vibrant and well‑connected borough with a rich heritage and a growing population of over 77,000. With strong transport links, an evolving town centre, green spaces, leisure and cultural attractions, it is a great place to live and work. Exciting times lie ahead as the Council delivers major transformation, including multi‑million‑pound investment such as the Future High Street Fund, helping to restore the town centre as a thriving community hub.

Working for Tamworth Borough Council means making a real difference for local people, as part of a skilled and ambitious workforce supported to do its best in a positive and empowering environment.

We are looking for a committed and proactive Tenancy Sustainment Officer (Income) to deliver a high‑quality neighbourhood management service to tenants across Tamworth. This role has a strong focus on income management, rent collection, and tenancy sustainment, ensuring excellent customer service while maximising income for both the Council and tenants.

You will work with tenants who may be experiencing financial difficulty, providing advice, support and enforcement where appropriate, while always recognising that eviction and legal action are a last resort.

As a Tenancy Sustainment Officer, you will:

• Manage income‑related tenancy cases, including rent arrears, service charges, and former tenant debt
• Promote direct debit as the preferred method of payment and follow best practice in income management
• Prepare and submit court and legal documentation, ensuring compliance with pre‑action protocols, and represent the Council at court hearings
• Support financial inclusion and income maximisation, including advising on Debt Relief Orders
• Work closely with supported housing staff and partner agencies to improve rent collection and reduce arrears
• Identify worklessness and promote employment opportunities and apprenticeships where appropriate
• Advise tenants in challenging and sensitive situations, offering practical solutions to prevent arrears escalation
• Assist with tenancy matters such as abandonments, successions, joint/sole tenancy changes and terminations
• Contribute to rent‑first campaigns and other tenant‑focused initiatives
• Handle complaints and respond to Councillor and MP enquiries within required timescales
• Ensure safeguarding, data protection, health and safety, and equality policies are adhered to at all times
• Use IT systems including Word, Excel, PowerPoint, Orchard and CAS to maintain accurate records and reports

You will have:

• Knowledge of income‑related practices, including rent, service charges, Housing Benefit, Universal Credit and welfare benefits legislation
• Experience or understanding of court processes and tenancy enforcement actions
• Excellent communication skills, with the ability to deal confidently and sensitively with customers in difficult circumstances
• Strong organisational skills, with the ability to prioritise and meet deadlines
• A proactive, problem‑solving approach and the ability to work both independently and as part of a team
• Good IT skills and confidence using a range of systems
• A full driving licence and access to a vehicle

Why join the team?

• The opportunity to make a real difference to tenants’ lives
• A varied and rewarding role within a supportive team
• The chance to contribute to service improvement and accreditation standards

To apply for the position, you must have experience in housing or a similar setting.

This is a home working contract, and the majority of duties will be carried out at home, however, employees will be contractually required to attend site on two days per month for team meetings, 121 meetings, etc. Employees may also be required to attend a site for meetings, collaborative work or to undertake work related activities. Site attendance will constitute no more than 40% of working time and includes the contractual 2 days per month.

We have an extensive benefits package including flexible…