Tenancy Sustainment Officer

Tenancy Sustainment Officer

Location: Staines / Hybrid (with regular travel across Staines, surrounding areas, and additional locations as needed)

Salary: £34,800-£36,000

Contract: Fixed Term for 21 months, full-time, 35 hours per week, Monday to Friday

DBS Level: Standard

Are you looking for a role that makes a difference every day? As a Tenancy Sustainment Officer, you'll help customers overcome challenges and build brighter futures through practical support, expert advice, and real solutions.

• Assess customer support needs and implement an action plan to support the needs in person or by phone
• Advise and support customers with all welfare benefit related matters
• Offer advice on budgeting and money management
• Provide pre-tenancy affordability checks and early tenancy support and advice
• Obtain grant and charity funding to support individual needs
• Obtain Local Authority funding to prevent homelessness
• Work with internal and external partners to deliver an effective and coordinated support service
• Update and maintain accurate case records
• Refer to internal safeguarding, well-being, and employment support services and external agencies when required
• Keep colleagues up to date with changes in welfare benefits, legislation and other changes that may affect customers

• Educated to GCSE level or equivalent in Maths and English (Grades A -C)
• Knowledge of DWP and wider benefits systems
• Excellent verbal and written communication skills, with the ability to engage effectively with a diverse range of customers and adapt your approach to meet individual needs
• Experience of multi-agency/partnership working is highly desirable
• Previous experience of offering money advice, budgeting support or tenancy related advice
• Holds a UK driving licence and has access to a car

• 25 days' holiday (Plus Bank Holidays) increasing up to 28 days with 3 years of service
• Up to 8% contributory pension
• Flexible working
• All permanent and fixed-term employees receive a generous annual allowance of up to £300 to use towards health and lifestyle benefits for both you and your family

We're proud to be a Disability Confident Employer and welcome applications from people of all backgrounds. Our recruitment process is inclusive and accessible, and we guarantee an interview to disabled applicants who meet the minimum criteria. Reasonable adjustments are available throughout the process - just contact our Resourcing Team at .

This vacancy is being managed by Kate Jacobs. The role closes on 27th April 2026 and we reserve the right to close early upon appointment of the right candidate.