Tenancy Support Officer

London Source: WhatJobs

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Pinnacle Group are looking for an experienced Tenancy Support Officer to join our Outreach Support Service within the Homes Customer Experience Team, part of the Homes division, supporting customers with complex needs to sustain their tenancies. This is an exciting opportunity to help shape a proactive service focused on early intervention, effective risk management and positive tenancy outcomes. You will deliver targeted support across tenancy sustainment, financial resilience and employment & skills, managing referrals, conducting risk assessments, implementing support plans and working collaboratively with internal teams and external agencies.

Our Homes Division delivers trusted housing management services across Affordable, Private Rented and Leasehold properties. We work with local authorities, registered providers and investors to support thriving communities.

Key Responsibilities

To be part of the team delivering proactive outreach service for customers with complex needs to support tenancy sustainment
To manage a referral process for the service using available customer vulnerability and support needs data to ensure resources are targeted where most needed to address multiple risks in tenancy sustainment.
To carry out a housing related & tenancy sustainment needs assessment for all referred households to identify household needs, vulnerability, and risks. To rate that risk and determines the intensity and duration of intervention required.
To ensure support plans have identifiable outcomes that are implemented and referrals to other agencies actioned in line with agreed timeframes and that risks are stepped up or down as risks change.
To utilise the system for case monitoring and outcome tracking which captures referrals and engagement levels, tenancy sustainment outcomes, reduction in arrears, resolution of tenancy issues, financial gains for customers.
To contribute to the preparation of monthly client reports ensuing that they are high quality, timely and accurate.
Ensure the establishment of good relationships with support agencies who can assist with the provision of services to sustain tenancies such as safeguarding Adult and Children services, ASB panels, domestic abuse services, mental health support services, benefits agencies, budget support, debt management jobs clubs and employment agencies, volunteering services.

Key Requirements

Experience of successfully operating in an equivalent role within the social housing sector, with up-to-date knowledge of housing legislation, welfare benefits, ASB, welfare support/debt management, employment skills support, and tenancy sustainment.
Experience managing complex and sensitive casework, ensuring issues are resolved effectively and referrals are made to appropriate councils, statutory, non-statutory, and voluntary sector services.
Strong understanding of supporting residents with complex needs, including physical health, mental health, and domestic abuse.
Ability to build and maintain effective working relationships with internal teams and external stakeholders to resolve issues, sustain tenancies, and support access to employment, training, and volunteering opportunities.
In-depth knowledge of welfare rights, legislation, and processes, including Universal Credit, Housing Benefit, disability benefits, tax credits, and wider welfare reform, with the ability to support residents through claims, reconsiderations, appeals, and tribunal representation.
Strong financial inclusion knowledge (income maximisation, budgeting, debt management) alongside excellent communication, organisational, numeracy, analytical, and digital skills, including use of case management systems.

We believe that diversity makes us stronger. The more varied our workforce, the better we can understand, reflect and meet the needs of the communities we serve. That’s why we actively welcome applications from people of all backgrounds – especially those who represent the communities we work with every day.

As a colleague, you’ll be part of an inclusive and supportive culture where you’re encouraged to thrive. We’re committed to helping you reach your full potential through continuous learning, development opportunities and career progression.