Tenancy Sustainment Officer

This is a role where you will put customers at the heart of every decision. Provide meaningful support, clear guidance, and access to the right services-helping residents build stable, successful tenancies and better quality lives. Drive tenancy sustainment through proactive intervention, partnership working, and a one-business approach. Support organisational goals while improving outcomes for customers across PCH estates.

This role is subject to a satisfactory enhanced DBS check.

What you'll do:

Deliver intensive, hands-on housing management support to vulnerable tenants, helping them sustain successful tenancies.

Work proactively with customers at risk (e.g. anti-social behaviour, tenancy breaches, or disengagement) to rebuild relationships, improve communication, and resolve issues.

Assess needs and create tailored support plans, coordinating with Housing Officers and partner agencies to achieve positive, sustainable outcomes.

Provide practical advice and life skills support, including managing a home, accessing benefits, digital inclusion, employment, and training opportunities.

Collaborate with internal teams and external services (local authorities, charities, health and support providers) to deliver a joined-up, customer-focused tenancy sustainment service.

Proven experience supporting vulnerable individuals, ideally within social housing or a support-focused environment.

Strong communication and resilience, with the ability to handle challenging situations confidently (face-to-face, phone, and written).

Experience assessing risk and needs, and delivering effective one-to-one support to achieve positive outcomes.

Ability to work collaboratively with partner agencies, alongside strong advocacy and negotiation skills.

Organised and self-motivated, with the ability to manage your own workload, prioritise effectively, and maintain accurate records.

We are the city's largest social housing association, with over 16,000 properties providing homes for more than 35,000 people, and we're aiming to grow, to provide more people with high-quality, affordable homes to rent and buy.

With a great workforce and a focus on people, we deliver good quality, well-managed and well-maintained homes.

What we can offer you:

Flexible working opportunities including flexi-time and hybrid working

Free, fully equipped onsite gym and changing facilities.

The opportunity to carry out volunteer work for 3 days a year through our Make a Difference scheme

Annual leave of 25 days (rising to 30 days) plus Bank Holidays and holiday trading option

Free Employee Assistance programme, including free counselling

Free annual flu vaccination

Cycle to Work scheme

We support digital working with modern devices/smart phones

It's fun to work here- we have dress down Fridays, company quizzes, and lots of charity events throughout the year

Our modern and spacious offices are right on a bus route, and just three miles from the city centre