Tenancy Sustainment Officer

Tenancy Sustainment Officer – Income

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.

Salary: £31,022 - £33,699 per annum pro‑rata
Benefits: Essential Car User Allowance, home working contract, 18.5 hours per week (job share)

• 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 & 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

• 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

• Flexible working
• Non‑contributory health scheme
• Local Government pension scheme
• Generous holiday entitlement
• Discounted gym membership
• Payment of professional fees (where applicable)

Tamworth Borough Council is proud to be an Equal Opportunities Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We operate two guaranteed interview schemes which support individuals who meet all the essential criteria to be guaranteed an interview for a vacancy. The Disability Committed Employer scheme supports applicants with a disability and the Veterans Guaranteed interview scheme supports those defined as veterans, military spouses/partners, and cadet instructors.

This authority is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment. DBS checks are required for relevant posts. We are committed to ensuring that people are not disadvantaged in accessing our services. We will make reasonable adjustments for those people that need further assistance, depending on the individual’s needs.