Tenancy Sustainment Officer

Tenancy Sustainment Officer Location: North Herts Pay rate: £20–23 per hour Contract: Temporary – 3 months​ Help people keep their homes and build better futures as a Tenancy Sustainment Officer. This is a rewarding temporary role where every day you will make a real difference to residents who need practical support and advice to sustain their tenancy and live well.​ About the role * Support vulnerable residents to manage and sustain their tenancy, helping them live independently and maintain their overall wellbeing.​ * Provide confidential, non-judgmental advice in residents’ homes, over the phone or in local offices, tailoring support to individual needs.​ * Coordinate support services and build strong relationships with partners to ensure residents get the right help at the right time.​ What you’ll be doing * Visiting residents at home to assess vulnerability, identify risks and agree clear, practical action plans.​ * Giving advice on welfare benefits, budgeting, money management, debt issues, fuel poverty and energy efficiency to maximise income and reduce arrears.​ * Supporting new tenants at sign-up with affordability checks, benefit advice and help to set up their home so they can make a positive start to their tenancy.​ Wider impact and collaboration * Spotting early warning signs, making appropriate referrals and signposting to specialist agencies for complex debt or support needs.​ * Working closely with income recovery and housing teams on tenancy and rent enquiries, helping to prevent enforcement action and homelessness.​ * Keeping accurate case records, monitoring financial outcomes and suggesting service improvements and new ideas that benefit residents.​ About you * Experienced in supporting residents or customers with tenancy sustainment, housing, money advice or similar support-focused roles.​ * Strong knowledge of welfare benefits and debt management, with the ability to explain complex information clearly and sensitively.​ * A people person: professional, friendly, open and non-judgmental, with a genuine passion for customer care and service excellence.​ Skills and experience * Confident communicator at all levels, able to build trust quickly and manage sometimes challenging conversations.​ * Self-motivated and well organised, able to manage your own caseload, work under pressure and meet performance targets.​ * Competent IT user, comfortable working flexibly and keeping up to date with welfare reform, safeguarding and best practice in housing support.​ Desirable (but not essential): * Experience in social housing, fuel poverty or energy advice