Tenancy Sustain Officer

Overview The Observatory, Liverpool City Centre Office Torus Group Full time Permanent Do you have experience supporting people to sustain their tenancies, a passion for helping others, and the ability to work with individuals facing complex challenges? We’re looking for a Tenancy Sustain Officer to join our team and play a key role in helping customers maintain successful tenancies and access the support they need to thrive. This role covers Liverpool and the wider North West region. What you’ll be doing Manage a caseload of customers requiring tenancy sustainment support, ensuring services are tailored to individual needs and circumstances. Undertake assessments of need for customers presenting with complex issues, identifying risks and implementing appropriate interventions. Provide practical advice, guidance and support to help customers sustain their tenancies and prevent homelessness. Support customers to access services relating to welfare benefits, financial wellbeing, mental health, substance misuse, domestic abuse and other support needs. Identify and respond to safeguarding concerns involving children and vulnerable adults, following relevant procedures and referral pathways. Work collaboratively with customers and their families to improve wellbeing, independence and long-term tenancy outcomes. Lead and participate in multi-agency meetings, building strong relationships with partner organisations and support agencies. Develop action plans to address issues such as hoarding, property neglect and tenancy-related risks. Support customers setting up new tenancies and accessing the resources needed to establish their home successfully. Identify opportunities for grants, funding and additional support to address food, fuel and furniture poverty. Maintain accurate case records, interventions, referrals and outcomes using case management systems. Keep up to date with welfare reform, housing legislation and best practice to ensure customers receive accurate advice and support. Work flexibly and proactively to meet changing service demands and customer needs. What we’re looking for Level 3 CIH qualification or willingness to work towards. GCSE English and Maths (or equivalent). Experience working within housing, social care, support services or a related environment. Experience completing assessments, developing support plans and delivering customer-focused interventions. Knowledge of safeguarding policies and procedures relating to children and vulnerable adults. Experience managing complex cases and making decisions in challenging situations. Understanding of welfare benefits, financial inclusion and tenancy sustainment principles. Ability to manage a varied caseload and work independently under pressure. Strong communication and interpersonal skills, with the ability to build effective relationships with customers and partner agencies. Ability to work flexibly, adapt to change and demonstrate resilience when managing challenging situations. Good IT skills and experience using a range of software packages. Commitment to equality, diversity, safeguarding and excellent customer service. Full UK driving licence is desirable. Interview Process Candidates will be invited to attend an interview, which will include a competency-based discussion exploring relevant experience, knowledge, and skills required for the role. Interviews will take place at our St Helen\'s Central Office, week commencing 29th June 2026. Additional Information Each successful applicant will be required to complete the following pre-employment checks prior to a start date being agreed: Right to work verification Qualification certificate check (where applicable) Enhanced DBS check Completion of all new starter documentation including signed terms and conditions Please note, we reserve the right to close this advert early if we receive a sufficient number of applications. Apply now Apply now £34,064 (pending pay award) Hours 37 Generous Annual Leave: Begin with 25 days plus bank holidays, increasing by one day each year up to 30 days after five years. Family Support: Enjoy enhanced maternity, paternity, and adoption pay, ensuring you can focus on what matters most during significant life events. Financial Flexibility: Take advantage of our holiday purchase scheme and Aviva pension plan. With Wagestream, access affordable loans (including season loans) and a portion of your pay instantly. Travel and Transport: Explore our lease car scheme and employee discounts on various products, including bikes and holidays. Continuous Learning: Access a range of learning opportunities, including e-learning workshops and support for professional qualifications. Recognition and Well-being: Participate in our reward and recognition schemes, volunteer in your community, and benefit from enhanced sick pay and discounted gym memberships. Flexible Working: We champion flexible and agile working, supporting your individual needs and preferences. Comfortable Workspaces: Enjoy well-designed offices with excellent public transport links, alongside access to employee assistance programs and occupational health support. Health and Wellness: For eligible employees, we offer BUPA health expenses coverage, ensuring your health needs are taken care of. #J-18808-Ljbffr Hmsworks