Job Description:

Tenancy Support Officer (New Builds)

• Demonstrated experience of working with social tenants preferably with local authority but not essential
• Ability to attend meetings, panels or case conferences and present difficult and complex cases
• A working knowledge in understanding changes in legislation in housing and support services
• Experience of working with a range of vulnerable tenants and families from under 18‘s to the older person living in their own homes.
• Experience and knowledge of current welfare benefits and housing benefits
• Experience of effective Casework Management, Referral Processing, Assessment, Support Planning, providing tenancy advice and recognising Risk
• Ability to work intensively with tenants who require tailored support to settle into their tenancies and sustain them.
• Ability to draft correspondence reports and collating and maintaining accurate statistics relating to the Tenancy Support work.
• Problem solving skills and ability to seek for positive outcome while working with professionals.
• A general understanding of ‘safeguarding children, young people and vulnerable adults’ and its relevance to the service area and a willingness to attend training as required
• An understanding of new or introductory tenancies and/or any potential issues or problems that may arise in new properties
• Ability to work in a team and alongside tenancy officers managing estates
• Basic understanding of tenancy and housing law
• Basic knowledge of resolutions to reduce Anti-social behaviour and noise transference or nuisance.

To Identify and build a support package with new tenants within the first 6 to 12 months of their tenancy.  To help new and existing transferred tenants settle into their new home and give extra support and guidance when needed.

To assist and support the New Builds tenancy enforcement officer in managing a large volume of new tenants presenting with variable support needs. To ensure that support is in place to ensure successful management and sustainment of the tenancy and offer a holistic and supportive approach to tenants with additional need for support.

Responsible for referrals for support and providing tailored support to a caseload of vulnerable tenants following tenancy start up.

• To refer tenants to other Council and Health services, including social services, psychiatric services, drug/alcohol agencies.
• Assess need and formulate Support Plans for individual tenants with the broad aims of promoting independent living and sustaining a tenant in their tenancy.
• Attend appropriate forums including Mental Health, Drug and Alcohol, high harm, and hoarding panels, MARAC.  
• Maintain databases and ensure full and adequate records of service provision for each tenant with reference to all contact, support provided and review plans. Provide reports to Senior Managers as required
• To undertake risk assessments of current and future tenants particularly those with histories of mental illness and/or substance abuse problems. Liaise closely with other agencies involved with tenants and ensure the relevant Council departments are advised of new cases and details of support provision.
• Undertake floating support cases and refer and co-ordinate support from other agencies both statutory and voluntary as necessary.
• Will represent the section at case conferences and other appropriate panels and assist in identifying support need in key service areas including welfare benefits, domestic violence, safeguarding vulnerable adults and children.
• Promote links with external and partner agencies including Social Services, Clinical Commissioning Groups, Finance Department, Police, Probation Service and Voluntary Agencies working with vulnerable tenants
• To work with tenants to enable them to abide by the conditions of their tenancy and give advice on the practical aspects of looking after themselves and their homes.
• To support tenants to raise orders for routine and discretionary repairs in accordance with Council procedures and to adhere budget limits.
• To monitor rent accounts ensuring regular payments are made to reduce arrears and tenants keep to arrears agreements and work closely with the income teams to ensure that rent arrears are addressed.
• To work closely with the income team and refer tenants with financial concerns to ensure they are claiming all benefit entitlements and managing existing debt
• To assess housing need in accordance with Council policy, to investigate and recommend transfers where necessary.
• To investigate and take appropriate action on complaints from tenants, Councillors and MPs in accordance with the Council’s procedures.
• To be committed to the promotion of equality, diversity and inclusion for others, both colleagues and clients and maintain an awareness of the equality and diversity protocol; to work to create and maintain a safe, supportive and welcoming environment where all people are treated with dignity and their identity and culture are valued and respected and to report any instances of inappropriate behaviour or discrimination
• To understand both Councils’ duties and responsibilities for safeguarding children, young people and adults as they apply to the roles within the Councils.