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Pinnacle Group are looking for an experienced Tenancy Support Officer to join our Outreach Support Service within the Homes Customer Experience Team, part of the Homes division, supporting customers with complex needs to sustain their tenancies. This is an exciting opportunity to help shape a proactive service focused on early intervention, effective risk management and positive tenancy outcomes. You will deliver targeted support across tenancy sustainment, financial resilience and employment & skills, managing referrals, conducting risk assessments, implementing support plans and working collaboratively with internal teams and external agencies.
Our Homes Division delivers trusted housing management services across Affordable, Private Rented and Leasehold properties. We work with local authorities, registered providers and investors to support thriving communities.
The ideal candidate will have experience within social housing with strong knowledge of housing legislation, welfare benefits, ASB and tenancy sustainment. They will be confident managing complex cases, supporting vulnerable residents and navigating the welfare system. Highly organised and resilient, they will demonstrate excellent communication skills, the ability to build effective partnerships and confidence using case management systems to deliver holistic, outcome-focused support.
Key responsibilities will include:
- To be part of the team delivering proactive outreach service for customers with complex needs to support tenancy sustainment
- To manage a referral process for the service using available customer vulnerability and support needs data to ensure resources are targeted where most needed to address multiple risks in tenancy sustainment.
- To carry out a housing related & tenancy sustainment needs assessment for all referred households to identify household needs, vulnerability, and risks. To rate that risk and determines the intensity and duration of intervention required.
- To ensure support plans have identifiable outcomes that are implemented and referrals to other agencies actioned in line with agreed timeframes and that risks are stepped up or down as risks change.
- To utilise the system for case monitoring and outcome tracking which captures referrals and engagement levels, tenancy sustainment outcomes, reduction in arrears, resolution of tenancy issues, financial gains for customers.
- To contribute to the preparation of monthly client reports ensuing that they are high quality, timely and accurate.
- Ensure the establishment of good relationships with support agencies who can assist with the provision of services to sustain tenancies such as, safeguarding Adult and Children services, ASB panels, domestic abuse services, mental health support services, benefits agencies, budget support, debt management jobs clubs and employment agencies, volunteering services.
Key requirements:
- Experience of successfully operating in an equivalent role within the social housing sector, with up-to-date knowledge of housing legislation, welfare benefits, ASB, welfare support/debt management, employment skills support, and tenancy sustainment.
- Experience managing complex and sensitive casework, ensuring issues are resolved effectively and referrals are made to appropriate councils, statutory, non-statutory, and voluntary sector services.
- Strong understanding of supporting residents with complex needs, including physical health, mental health, and domestic abuse.
- Ability to build and maintain effective working relationships with internal teams and external stakeholders to resolve issues, sustain tenancies, and support access to employment, training, and volunteering opportunities.
- In-depth knowledge of welfare rights, legislation, and processes, including Universal Credit, Housing Benefit, disability benefits, tax credits, and wider welfare reform, with the ability to support residents through claims, reconsiderations, appeals and tribunal representation.
- Strong financial inclusion knowledge (income maximisation, budgeting, debt management) alongside excellent communication, organisational, numeracy, analytical and digital skills, including use of case management systems.
In addition to statutory benefits such as sick pay, maternity/paternity leave, a pension scheme, and annual leave, we offer a wide range of additional benefits tailored to your role and business area, including:
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