Tamworth Borough Council
Housing
Tenancy Sustainment Officer – Income
£31,022 – £33,699 per annum pro-rata & essential car user allowance
Home working contract – 18.5 hours per week (Job share) – Permanent
Located in the heart of Staffordshire, Tamworth is a vibrant and well‑connected borough with a rich heritage and a growing population of over 77,000. With strong transport links, an evolving town centre, green spaces, leisure and cultural attractions, it is a great place to live and work. Exciting times lie ahead as the Council delivers major transformation, including multi‑million‑pound investment such as the Future High Street Fund, helping to restore the town centre as a thriving community hub. Working for Tamworth Borough Council means making a real difference for local people, as part of a skilled and ambitious workforce supported to do its best in a positive and empowering environment.
We are looking for a committed and proactive Tenancy Sustainment Officer (Income) to deliver a high‑quality neighbourhood management service to tenants across Tamworth. This role has a strong focus on income management, rent collection, and tenancy sustainment, ensuring excellent customer service while maximising income for both the Council and tenants.
You will work with tenants who may be experiencing financial difficulty, providing advice, support and enforcement where appropriate, while always recognising that eviction and legal action are a last resort.
As a Tenancy Sustainment Officer, you will:
- Manage income‑related tenancy cases, including rent arrears, service charges, and former tenant debt
- Promote direct debit as the preferred method of payment and follow best practice in income management
- Prepare and submit court and legal documentation, ensuring compliance with pre‑action protocols, and represent the Council at court hearings
- Support financial inclusion and income maximisation, including advising on Debt Relief Orders
- Work closely with supported housing staff and partner agencies to improve rent collection and reduce arrears
- Identify worklessness and promote employment opportunities and apprenticeships where appropriate
- Advise tenants in challenging and sensitive situations, offering practical solutions to prevent arrears escalation
- Assist with tenancy matters such as abandonments, successions, joint/sole tenancy changes and terminations
- Contribute to rent‑first campaigns and other tenant‑focused initiatives
- Handle complaints and respond to Councillor and MP enquiries within required timescales
- Ensure safeguarding, data protection, health and safety, and equality policies are adhered to at all times
- Use IT systems including Word, Excel, PowerPoint, Orchard and CAS to maintain accurate records and reports
You will have:
- Knowledge of income‑related practices, including rent, service charges, Housing Benefit, Universal Credit and welfare benefits legislation
- Experience or understanding of court processes and tenancy enforcement actions
- Excellent communication skills, with the ability to deal confidently and sensitively with customers in difficult circumstances
- Strong organisational skills, with the ability to prioritise and meet deadlines
- A proactive, problem‑solving approach and the ability to work both independently and as part of a team
- Good IT skills and confidence using a range of systems
- A full driving licence and access to a vehicle
- Experience in housing or a similar setting
Why join the team?
- The opportunity to make a real difference to tenants’ lives
- A varied and rewarding role within a supportive team
- The chance to contribute to service improvement and accreditation standards
This is a home working contract, and the majority of duties will be carried out at home. Employees are contractually required to attend site on two days per month for team meetings, 121 meetings, etc. Site attendance will constitute no more than 40% of working time.
We have an extensive benefits package including flexible working, a non‑contributory health scheme, Local Government pension scheme, generous holiday entitlement, discounted gym membership, and payment of professional fees (where applicable).
Appointment will be subject to satisfactory references, right to work in the UK check, medical clearance and DBS check.
For an informal discussion about the role please contact Julie Clempson on 07891 052191 or Leanne Lea on 07891 052184.
For further information and to apply please visit Tamworth BC Jobs.
Late applications and/or CVs will not be accepted. Agencies need not apply.
If you have any queries about the recruitment process, please contact recruitment@tamworth.gov.uk.
Closing date: 15 April 2026
Interview date: 6 May 2026
Tamworth Borough Council is proud to be an Equal Opportunities Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
We operate two guaranteed interview schemes which support individuals who meet all the essential criteria to be guaranteed an interview for a vacancy. The Disability Committed Employer scheme supports applicants with a disability and the Veterans Guaranteed interview scheme supports those defined as veterans, military spouses/partners and cadet instructors.
This authority is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment. DBS checks are required for relevant posts.
We are committed to ensuring that people are not disadvantaged in accessing our services. We will make reasonable adjustments for those people that need further assistance, depending on the individual’s needs.
Public facing roles are covered by the Fluency Duty as outlined in section 78 of the Immigration Act 2016, to serve the public it is vital that those working in public facing roles can communicate in English with members of the public receiving local authority services.
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