Tenancy Sustainment Officer

Job Category: Housing
Job location Ashfield District Council, Urban Road, Kirkby, Nottingham, Nottinghamshire,
United Kingdom

Ashfield District Council
Hours per week: 37

Start date: Immediate start
Salary: £16.62 per hour

Main Purpose of Job:

The jobholder will be responsible for delivering a high quality Tenancy Support Service for tenants of the Council who are vulnerable and who have difficulties in sustaining their tenancy.

Responsible to: Tenancy Services Team Leader

Key relationships/Functional links with:

New and existing tenants of the council

Staff within the housing section including Housing Options, Lettings, Housing Management, Income and Repairs

Other departments within the Council

Partner agencies such as social care, health services, Notts Fire & Rescue Service, police, and other public and private bodies

Main Responsibilities / Accountabilities:

The jobholder will be expected to complete the responsibilities / accountabilities effectively in order to deliver the key objectives of the organisation:

Provide a comprehensive support and advice service to new or existing tenants assessed as being in need of such support, with a view to ensuring compliance with the tenancy conditions, working towards sustainable tenancies, preventing homelessness and the learning of appropriate life skills to promote independent living.

Identify any support needs and any gaps in service provision by carrying out initial assessments of a tenant’s needs and agree support plans which are person centred and focus on achieving positive outcomes.

Establish constructive relationships of trust with tenants, encouraging and supporting them to pursue realistic options and to make changes of lifestyle which may be necessary to achieve positive outcomes. This will involve developing and maintaining a high level of personal contact with tenants.

Remind tenants of their rights and responsibilities as a tenant, ensuring that advice and guidance is provided in maintaining their home to a reasonable standard. This includes reporting and progressing repairs on behalf of the tenant where needed, assisting Housing Management Advisors in dealing with any breaches of tenancy, collation of information where legal action is required and working with other sections within Housing.

Assist tenants to complete forms and obtain access to grants, acting as an advocate for tenants with statutory, voluntary and commercial agencies.

To identify the need for and to access other specialised support when appropriate, liaising with other agencies to facilitate access to support for individuals.

Ensure tenants maximise their income and deal with benefits and budgeting problems by providing basic budgeting advice and making referrals to the Money Management Advisor as necessary.

Responsible for the monitoring and management of own case load in line with performance targets and prioritising workload.

Undertake reception duties, dealing with telephone and personal enquiries and provide housing advice, deal with all aspects of office administration to ensure an effective delivery of the housing service.

Keep full and detailed records of all actions and contact with tenants and write non-standard letters, briefing notes and reports as and when required.

Provide advice and support to colleagues whilst promoting the service within the Council on all aspects of the service provided by the Tenancy Sustainment Officer.

Develop positive working relationships, protocols and best practice with partner organisations and attend multi-agency meetings.

Attend Tenant and Resident Meetings and other external/internal meetings as required.

Knowledge/experience required:

Experience working in social housing or relevant field

Experience of working directly with vulnerable client groups in the community

Knowledge of legal processes associated with Social Landlord and Tenant relationship

Excellent communication skills

Interpersonal skills to deal sensitively, calmly and professionally with tenants experiencing difficulties

Proficient in Microsoft Office including Word, Excel and Outlook

Ability to work in a team

Ability to organise own workload and work with minimal supervision

General information:

The post holder will be expected to work from the Council’s Urban Road offices and visit tenants in their homes.

A DBS check will be required for this role.

The post holder will be required to comply with organisation’s policies and procedures.

The organisation has a no smoking policy. Staff are not permitted to smoke on any of the organisation’s premises nor in any vehicle used on organisation business.

The working week will be 37 hours and will be worked between 8.00am and 6.00pm, Monday to Friday in accordance with the department and rota/cover requirements.