Tenancy sustainment officer

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As Tenancy sustainment officer you will provide proactive, person-centred tenancy sustainment support to residents with complex needs, enabling them to maintain safe, stable, and successful tenancies. This includes early intervention work around anti-social behaviour, hoarding, rent arrears, safeguarding concerns, and behaviours that place tenancies at risk.

Disability Confident Committed

Responsible to: Housing & Customer Engagement Manager
Responsible for: No line management responsibility
Salary : £32,082 a year depending on experience and qualifications
Hours: 35 hours per week
Closing Date: 26/03/2026 9.00am

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Main Tasks

Prevent tenancy breakdown and homelessness.
Provide welfare benefits support, budgeting and income maximisation.
Manage caseloads with vulnerable tenants.
Respond to ASB, hoarding, and safeguarding concerns.
Conduct home visits and tenancy and welfare checks.
Work in partnership with a range of other agencies and in multi‑agency settings.

- Work with the Lettings Officer to assess potential new tenants at risk of tenancy failure and advise on allocation decisions, including if the tenancy is sustainable and what support may be needed to ensure success.
- Using outcome star models or similar work collaboratively with new tenants at risk of tenancy failure ensuring appropriate support plans are in place and being monitored.
- Implement early intervention strategies to prevent evictions, abandonment, and repeat homelessness.
- Support residents to understand tenancy responsibilities and develop the skills needed to manage a home effectively.
- Address issues such as anti‑social behaviour, property misuse, or lifestyle factors that place tenancies at risk.
- Provide mediation or conflict resolution support where appropriate.
- Manage a caseload of residents requiring intensive or specialist support to prevent tenancy failure.
- Provide a caring, responsive, customer-focused and person-centred service that promotes independence.
- Carry out holistic needs assessments covering health, wellbeing, financial circumstances, support networks, and risk factors.
- Develop and implement personalised support plans with clear goals, timescales, and measurable outcomes.
- Work collaboratively with statutory and voluntary agencies, including Adult Social Care, Mental Health Services, Early Help, Police, Health professional and other agencies as needed.
- Lead on complex hoarding cases, carrying out risk assessments and coordinating multi‑agency interventions.
- Build trusting relationships with residents to support behavioural change and reduce risks.
- Liaise with Fire & Rescue Services, Environmental Health, Adult Social Care, Children’s Social Care and specialist hoarding support organisations.
- Develop risk reduction plans that balance resident autonomy with health and safety obligations.
- Identify early indicators of rent arrears or financial vulnerability and intervene promptly.
- Support residents to maximise income for example through welfare benefits, grants, discretionary housing payments, budgeting skills).
- Work with the Income Lead to resolve persistent arrears and support sustainable repayment agreements.
- Promote financial inclusion and independence through advice, signposting, and mentoring.
- Identify and respond to safeguarding concerns for adults, children, or vulnerable household members.
- Make timely and accurate referrals to safeguarding teams in line with legal duties and organisational policies.
- Contribute to multi‑agency meetings such as MARAC, MAPPA, or safeguarding strategy discussions.
- Maintain accurate case notes, risk assessments, and evidence to support decision‑making and statutory processes.
- Build strong working relationships with local support services, charities, and internal departments.
- Advocate on behalf of residents to ensure they receive appropriate support and reasonable adjustments.
- Participate in case conferences, operational forums, and professional meetings to coordinate effective support.
- Maintain accurate, timely case records and evidence to meet quality and regulatory standards.
- Monitor outcomes against KPIs, including tenancy sustainment rates and successful interventions.
- Ensure all actions comply with legislation such as the Care Act, Housing Acts, Safeguarding legislation, and Equality Act.
- Contribute to individual and team performance targets and make suggestions for service improvements to ensure the delivery of excellent housing services that are value for money.
- Report any repairs, maintenance, health & safety hazards, customer enquiries, complaints, breaches of tenancy, safeguarding or vulnerability that are identified during day-to-day activities.
- After hours work will be required within the scope of the role, including meeting attendance.
- Promote Cornerstone’s vision and values in all that you do.
- Work positively and collaboratively with customers, colleagues, other agencies, and third parties to ensure strong working relationships and a good standard of service delivery to customers.
- Ensure that you are fully acquainted with and follow the law, regulations, policies and procedures as they relate to your post.
- Observe and promote Cornerstone’s Health & Safety policies and procedures at all times.
- Ensure all data is handled in accordance with GDPR and in line with both the Information security and data management policies. Take ownership of the quality and accuracy of processing data and its appropriate storage, transfer and retention.
- Treat customers and colleagues with respect, ensuring people feel included and that diversity is valued. Observe and promote our equality, diversity & inclusion policies and procedures at all times.
- Take ownership of your own professional development as relevant to your role and complete training deemed appropriate for your role and skills.
- Keep all duties of the post-holder under review and make recommendations for any improvements in policies and procedures to your line manager.
- To liaise with customers and other agencies on Cornerstone’s behalf in order to effectively carry out your duties.

Person Specification

Attributes	Essential/Desirable	Assessment
Basic Eligibility
Right to work within the United Kingdom	Essential	ID and Online Check
Satisfactory Basic DBS check (Any offer of employment will be conditional on you satisfying these requirements)	Essential	ID and Online Check
Qualification Eligibility
No qualifications are required, but you must have at least two years of relevant employment history, including working directly with vulnerable clients.	Essential	Application & Certificates
Values
Positive, ambitious, responsible, kind and connected.	Essential	Application & Interview
Commitment to professional and ethical housing practice	Essential
Commitment to diversity, equity and inclusion in the workplace and service delivery to customers.	Essential
Commitment to providing the best possible service to customers and in ensuring customer voices are listened to and acted upon.	Essential
Commitment to continuing professional development.	Essential
Commitment to continuous service improvement.	Essential
Skills
Excellent communication and interpersonal skills, with a range of people from different backgrounds.	Essential	Application & Interview
Able to develop positive, trusting relationships with residents who may be reluctant to engage.	Desirable
Able to listen, mediate, de-escalate, negotiate and use motivational interviewing techniques.	Essential
Able to work collaboratively with residents and other partners and stakeholders	Essential
Highly organised and able to manage and prioritise own workload to meet targets and deadlines under pressure.	Essential
Able to work on own initiative and as a part of a team.	Essential
Effective problem solver.	Essential
Computer literature and fully conversant with uses of information technology in business.	Essential
Able to work to performance targets	Essential
Knowledge and Experience
Recent experience of working with vulnerable people with complex needs (for example mental health, substance misuse, trauma, hoarding).	Essential	Application & Interview
Strong understanding of safeguarding responsibilities for both adults and children.	Essential
Experience managing a complex caseload.	Essential
Basic knowledge of the Welfare Benefits System	Essential
Working knowledge of relevant housing legislation, regulation and good practice.	Desirable
Experience within social housing, homelessness prevention, or social care.	Desirable
Experience in hoarding disorder, trauma informed practice, or domestic abuse awareness.	Desirable
Experience using Outcomes Star™ or similar.	Desirable
Other
Flexible and self-motivated	Essential
Willingness to work outside of normal working hours as required.	Essential
Willingness to safely lone work outside of the office environment and in customers’ homes.	Essential

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Page last updated: 19th March 2026

Tenancy sustainment officer

Main Tasks

Tenancy Failure Prevention

Tenancy Sustainment & Complex Case Management

Hoarding & Environmental Health Concerns

Rent Management & Financial Support

Safeguarding & Risk Management

Partnership Working

Data, Reporting & Compliance

General

Deputising

Person Specification