Tenancy Sustainment Officer

At Ocean Housing, we believe everyone deserves a safe, stable home. As a Tenancy Sustainment Officer, you’ll play a vital role in supporting some of our most vulnerable customers to maintain their tenancies, build independence, and improve their wellbeing.

Key Responsibilities

• Act as a key contact for vulnerable tenants, building trusted relationships.
• Carry out home visits, welfare checks, and risk assessments.
• Develop person-centred action plans and support customers to achieve them.
• Work with partner agencies and professionals, coordinating multi‑agency support.
• Identify safeguarding concerns and make appropriate referrals.
• Maintain accurate case records and manage your own caseload effectively.
• Collaborate with colleagues across the organisation to deliver a proactive, customer‑focused sustainment service.

What You’ll Bring

• Experience working with customers in challenging or stressful situations.
• Strong communication skills – both written and verbal.
• Good IT skills, including Microsoft Office and databases.
• Excellent organisational and time management skills.
• The ability to work independently and as part of a team.
• Resilience and the ability to manage emotionally challenging situations, including attending and working within difficult environments.
• Compassionate, patient, and able to show empathy and understanding.
• Confident and professional in your approach.
• Proactive and solutions‑focused.
• Calm under pressure and able to manage conflict effectively.
• Motivated to make a positive impact.

Knowledge & Qualifications

• Level 3 qualification (or equivalent).
• Experience using IT systems and maintaining accurate records.

Desirable (but not essential)

• Experience in the social housing sector.
• Knowledge of housing or supported housing issues.
• Relevant housing qualification or CIH membership.

Benefits

• 27 days holiday + bank holidays.
• Professional membership fees paid.
• Company sick pay scheme.
• Workplace pension with death in service benefit.
• Home office work payment.
• Medicash health plan (including dental & optical).
• Cycle to work scheme.
• Rewards & recognition programme.
• On‑site parking.
• Employee assistance programme.
• Family‑friendly policies.

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