Tenancy Sustainment Officer – Housing Services

Tenancy Sustainment Officer – Housing Services 150 150 TCLRec
Tenancy Sustainment Officer – Housing Services
RUGBY, Warwickshire
Contract / Temporary

Rugby TCL 5234128

Posted: 17th August 2023 09:00
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  • Pay Rate:

    £14.92 per hour PAYE

  • Hours per Week:

    37 Monday – Friday, normal working hours

  • This opening assignment is for 3 months

  • RUGBY, Warwickshire,

    CV21 2RR

What's involved with this role:

Temporary Tenancy Sustainment Officer – Housing Services  

Reference no: Rugby TCL 5234128

Pay rate: £14.92 per hour PAYE

Hours per week: 37 Monday – Friday, normal working hours

This opening assignment is for 3 months

City: RUGBY, Warwickshire

Office and site based role

Full UK driving licence

A Tenancy Sustainment Officer is required to provide all housing management functions of the Council as far as they affect tenants to achieve the Council’s housing objectives and the priorities of the Council. To contribute as a member of a multi-functional team of housing staff to provide a seamless, qualitative and customer focused service, ensuring that customer care is maintained to the agreed standards according to the Council’s purpose, aims and values.

Key responsibilities:

  • Provide a housing management service for all tenants of the Council’s general needs and sheltered properties.Provide advice, assistance and information to tenants and the general public by way of office interviews, home visits, telephone calls, written correspondence and e-mail, efficiently and courteously with particular emphasis on customer care.
  • Liaise with Team Leader to ensure appropriate guidance and information is provided in the delivery of housing services and to identify and resolve any complaints or problems. Liaise with and support new tenants in the settling in period and visit within four weeks of their moving into the property to complete a post tenancy check.
  • Work with internal departments and external organisations to ensure where possible tenancies are sustained through a multi-agency approach and individual support packages.
  • Advise tenants on appropriate payment methods such as standing orders, direct debits, online payments, etc. In particularly encourage the take up of Direct Debit Mandates.
  • Complete income and expenditure exercises with customers to ensure they are in receipt of all eligible benefits and are offered assistance around their budget. Where appropriate working with partner organisations to ensure the customer has access to specialist support.
  • Provide support and guidance to Independent Living Coordinators around technical housing management functions.
  • Review flexible and introductory tenancies within appropriate timescales and make decisions based on the review around the rent account, anti-social behaviour and suitability of the property.
  • Investigate, report and act upon possible breaches of tenancy conditions using all appropriate methods including Court action to remedy breaches. Manage and investigate complaints of anti-social behaviour and neighbour disputes and take prompt and appropriate action against offenders in conjunction with other agencies such as the police and social services.
  • Regularly undertake estate visits and health and safety inspections to ensure the effective management of the housing stock, taking immediate remedial action to deal with any health and safety issues arising.
  • Attend at Court when necessary to give evidence on behalf of the Council but at all times ensuring your health and safety. When required provide reports for children and adult social care proceedings


NB: Please feel free to apply to us direct via job[email protected] by quoting the job reference and job title exactly.

To help speed up the process of uploading your CV to the client we would suggest that you send us your CV in Word format (or equivalent) if possible, rather than as a PDF

If you are successful in securing this role, please note that for the entire duration of this contract, regardless of extension you will be working this role at the PAYE rate that has been advertised. For absolute clarity, we only work on a PAYE basis, rather than entertaining umbrella pay terms, we do not offer Ltd/umbrella or outside IR35 rates. If you wish to understand PAYE vs Umbrella more, please let us know and we can send you some additional information for clarity.

Please quote the Job Title & Vacancy Reference No. in your application, or we will be unable to match your CV to the role being applied for.

Other “Essential Requirements” – Please check to ensure that your CV addresses the following items:


  • Working towards full membership of the Chartered Institute of Housing or equivalent qualification desirable.



  • Experience of court processes relating to rent collection.
  • Experience of Rent Collection. Proven track record of working in the rent collection environment and have an in depth understanding of the legal process and the Pre-Action Protocols.
  • Experience of reviewing flexible and introductory tenancies within appropriate timescales and making decisions based on the review around the rent account, anti-social behaviour and suitability of the property.
  • A minimum of 2 years relevant experience in a customer focused environment. Previous experience dealing with the public both face to face and by telephone with a varying customer base.
  • Have an understanding of the current housing issues and the local and national political and social framework within which local authority housing services operate.


Skills & Abilities:

  • Ability to effectively communicate with residents, staff and other organisations, both verbally and in writing.
  • Able to maintain confidentiality and compliance to Human Rights and Data Protection legislation.
  • Able to work independently and as part of a team, prioritising own workload and meeting deadlines.
  • Able to carry out day-to-day administrative tasks.
  • Must be able to deal with pressurised situations in a controlled and effective manner.
  • Ability to produce concise written reports in a timely and accurate manner.
  • Ability to demonstrate tact and sensitivity and follow laid down policies and procedures.
  • Ability to work on own initiative and investigate issues and develop recommendations for action.
  • Confident with financial issues and basic statistical work.
  • Full current driving licence.
  • Strong IT skills including Microsoft packages or equivalent (e.g. G Suite).


***Qualification details and any other experience/skills relevant to the job role to help support your application (and help us to help you!) – please give full details within your CV document.

Full Driving licence, access to a vehicle or access to means of mobility support.



Please note that clients invariably ask us to strip out contact details from CVs before we submit them for consideration. This is always quicker and easier to do if you send your CV to us in Word format, rather than as a PDF please

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If you would prefer to send a CV straight to us rather than by way of an on-line application, you are very welcome to do so via [email protected] but please quote both the job reference and job title exactly as they appear below:
Job Ref: Rugby TCL 5234128
Tenancy Sustainment Officer – Housing Services
Client Category: Local Authority

Anticipated Length of Assignment: Unless otherwise stated (we do carry the occasional permanent vacancy) all of our roles are technically temporary, though opening assignments can be and often are, extended by clients on a longer term basis and can sometimes become permanent.

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Job Ref: Rugby TCL 5234128
Tenancy Sustainment Officer – Housing Services
Client Category: Local Authority

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