Tenancy Sustain Officer
| Posting date: | 01 June 2026 |
|---|---|
| Salary: | Not specified |
| Additional salary information: | £34,064 (pending pay award) |
| Hours: | Full time |
| Closing date: | 01 July 2026 |
| Location: | Liverpool, L1 6RA |
| Company: | Torus Group |
| Job type: | Permanent |
| Job reference: | 1064 |
Summary
Job Advert
Do you have experience supporting people to sustain their tenancies, a passion for helping others, and the ability to work with
individuals facing complex challenges? We’re looking for a Tenancy Sustain Officer to join our team and play a key role in helping
customers maintain successful tenancies and access the support they need to thrive. This role covers Liverpool and the wider North
West region.
What you’ll be doing:
* Manage a caseload of customers requiring tenancy sustainment support, ensuring services are tailored to individual needs and
circumstances.
* Undertake assessments of need for customers presenting with complex issues, identifying risks and implementing appropriate
interventions.
* Provide practical advice, guidance and support to help customers sustain their tenancies and prevent homelessness.
* Support customers to access services relating to welfare benefits, financial wellbeing, mental health, substance misuse,
domestic abuse and other support needs.
* Identify and respond to safeguarding concerns involving children and vulnerable adults, following relevant procedures and
referral pathways.
* Work collaboratively with customers and their families to improve wellbeing, independence and long-term tenancy outcomes.
* Lead and participate in multi-agency meetings, building strong relationships with partner organisations and support agencies.
* Develop action plans to address issues such as hoarding, property neglect and tenancy-related risks.
* Support customers setting up new tenancies and accessing the resources needed to establish their home successfully.
* Identify opportunities for grants, funding and additional support to address food, fuel and furniture poverty.
* Maintain accurate case records, interventions, referrals and outcomes using case management systems.
* Keep up to date with welfare reform, housing legislation and best practice to ensure customers receive accurate advice and
support.
* Work flexibly and proactively to meet changing service demands and customer needs.
What we’re looking for:
* Level 3 CIH qualification or willingness to work towards.
* GCSE English and Maths (or equivalent).
* Experience working within housing, social care, support services or a related environment.
* Experience completing assessments, developing support plans and delivering customer-focused interventions.
* Knowledge of safeguarding policies and procedures relating to children and vulnerable adults.
* Experience managing complex cases and making decisions in challenging situations.
* Understanding of welfare benefits, financial inclusion and tenancy sustainment principles.
* Ability to manage a varied caseload and work independently under pressure.
* Strong communication and interpersonal skills, with the ability to build effective relationships with customers and partner
agencies.
* Ability to work flexibly, adapt to change and demonstrate resilience when managing challenging situations.
* Good IT skills and experience using a range of software packages.
* Commitment to equality, diversity, safeguarding and excellent customer service.
* Full UK driving licence is desirable.
Interview Process:
Candidates will be invited to attend an interview, which will include a competency-based discussion exploring relevant experience,
knowledge, and skills required for the role. Interviews will take place at our St Helen's Central Office, week commencing 29th
June 2026.
Additional Information:
Each successful applicant will be required to complete the following pre-employment checks prior to a start date being agreed:
* Right to work verification
* Qualification certificate check (where applicable)
* Two completed references
* Occupational Health questionnaire – Fit for Work
* Enhanced DBS check
* Completion of all new starter documentation including signed terms and conditions
Please note, we reserve the right to close this advert early if we receive a sufficient number of applications.
Do you have experience supporting people to sustain their tenancies, a passion for helping others, and the ability to work with
individuals facing complex challenges? We’re looking for a Tenancy Sustain Officer to join our team and play a key role in helping
customers maintain successful tenancies and access the support they need to thrive. This role covers Liverpool and the wider North
West region.
What you’ll be doing:
* Manage a caseload of customers requiring tenancy sustainment support, ensuring services are tailored to individual needs and
circumstances.
* Undertake assessments of need for customers presenting with complex issues, identifying risks and implementing appropriate
interventions.
* Provide practical advice, guidance and support to help customers sustain their tenancies and prevent homelessness.
* Support customers to access services relating to welfare benefits, financial wellbeing, mental health, substance misuse,
domestic abuse and other support needs.
* Identify and respond to safeguarding concerns involving children and vulnerable adults, following relevant procedures and
referral pathways.
* Work collaboratively with customers and their families to improve wellbeing, independence and long-term tenancy outcomes.
* Lead and participate in multi-agency meetings, building strong relationships with partner organisations and support agencies.
* Develop action plans to address issues such as hoarding, property neglect and tenancy-related risks.
* Support customers setting up new tenancies and accessing the resources needed to establish their home successfully.
* Identify opportunities for grants, funding and additional support to address food, fuel and furniture poverty.
* Maintain accurate case records, interventions, referrals and outcomes using case management systems.
* Keep up to date with welfare reform, housing legislation and best practice to ensure customers receive accurate advice and
support.
* Work flexibly and proactively to meet changing service demands and customer needs.
What we’re looking for:
* Level 3 CIH qualification or willingness to work towards.
* GCSE English and Maths (or equivalent).
* Experience working within housing, social care, support services or a related environment.
* Experience completing assessments, developing support plans and delivering customer-focused interventions.
* Knowledge of safeguarding policies and procedures relating to children and vulnerable adults.
* Experience managing complex cases and making decisions in challenging situations.
* Understanding of welfare benefits, financial inclusion and tenancy sustainment principles.
* Ability to manage a varied caseload and work independently under pressure.
* Strong communication and interpersonal skills, with the ability to build effective relationships with customers and partner
agencies.
* Ability to work flexibly, adapt to change and demonstrate resilience when managing challenging situations.
* Good IT skills and experience using a range of software packages.
* Commitment to equality, diversity, safeguarding and excellent customer service.
* Full UK driving licence is desirable.
Interview Process:
Candidates will be invited to attend an interview, which will include a competency-based discussion exploring relevant experience,
knowledge, and skills required for the role. Interviews will take place at our St Helen's Central Office, week commencing 29th
June 2026.
Additional Information:
Each successful applicant will be required to complete the following pre-employment checks prior to a start date being agreed:
* Right to work verification
* Qualification certificate check (where applicable)
* Two completed references
* Occupational Health questionnaire – Fit for Work
* Enhanced DBS check
* Completion of all new starter documentation including signed terms and conditions
Please note, we reserve the right to close this advert early if we receive a sufficient number of applications.