Job Description

New Walk CIC is a not-for-profit Registered Provider of Social Housing. Our rapidly growing organisation delivers housing, support, and high-quality services to those most in need of them. We work with some of the most marginalised groups in our communities, and our workdays are often fast-paced and challenging. For the right person, this environment can be immensely rewarding.

As a team, we strive to cultivate a culture of encouragement and support. We value the quality of individuals over their qualifications on paper. However, we are also passionate about providing training opportunities that help our team members achieve their professional and personal goals, fostering both individual growth and a successful, inclusive team.

Being passionate about our work is important, but we also recognise that everyone has a full life outside of the workplace. Therefore, we emphasise the importance of a good work-life balance. We promote this through flexible working options, access to paid private counselling, special benefits for birthdays, and opportunities for team building through away days and friendly competitions.

The Tenancy Support Officer will be responsible for providing comprehensive Intensive Housing Managements support to tenants to help them sustain their tenancies. This role involves working closely with vulnerable individuals, including those facing financial hardship, mental health issues, and other challenges that may impact their ability to maintain their housing.

Tenancy Support:

Completion of all operational expectations and shift checklists to ensure appropriate intensive housing management criteria are being adhered to and that maintenance lists, risk registers etc... are updated accordingly. Completion of the daily Intensive Housing Management Forms to ensure compliance with housing management functions and legislation. Organisation and allocation of mail for the company and service users. Maintain the office areas of the property to a professional standard of presentation. Meet and greet visitors to, and service users of, the properties in a friendly, professional manner. Answering and routing phone calls, and relaying messages, relating to the company business in a professional manner. Organisation of licence agreements, tenant handbook and resident induction documentation with all service users. Provide tenancy-related support to tenants to help them manage their tenancies effectively, including advice on rent payments, property care, and understanding their tenancy agreements. Checking in service users and the recording of the required information which may change over time as new referrers come into the scheme. Preparation of rooms or units of accommodation if so required to facilitate the letting of rooms. Interacting with Service Users on a daily basis in the office and around the property and being mindful of their situation to the point where we would be able to alert council/referrer resources of progress or pending difficulties regarding their housing. Promotion of the House Rules within the property and to either engage a Service User due to a breach or relate the event to the Service Manager. Liaison with councils, referrers with regards to availability of rooms either in a re-active or proactive manner as directed by the Service Manager. Appropriate booking of the required tenancy and service user information in the company systems. Collection, labelling and dropping of all cash top-ups and the recording of any arrears on an individual Service User basis in a timely manner. Recording of all cash-tops on appropriate spreadsheet, printed and signed as a full and fair reflection of the cash collected and duly presented to the Service Manager for signature. Depositing of cash top-ups into the company accounts and the maintenance of accurate records for all transactions. Recording and recovery of delayed cash-tops on company systems. To liaise with other members of staff to maintain records of incidents of note which occur in managing the property in an electronic manner, and to email that record to the Service Manager daily on the occurrence of an event. To maintain a list of barred Service Users and to check the list prior to checking in any Service Users to protect against staff / service user assault etc... To actively build relationships with Council Personnel and other Referrers so that we might gain their honest feedback so as to continuously improve the level of service we provide to them. At a minimum to visit each room, each week for a documented inspection of the accommodation, fixtures and fittings to ensure that they are to an acceptable standard and are being appropriately used by Service Users. Presentation to the Service Manager/Service Manager of the Inspection Log and where appropriate to instruct Property Maintenance on tasks requiring resolution. When necessary to assist in preparation and clearing for services or support workers to come and deliver support Assist tenants in accessing welfare benefits, grants, and other financial assistance to prevent rent arrears and potential evictions. Conduct risk assessments to identify any issues that may impact the tenant's ability to sustain their tenancy. Work collaboratively with colleagues and external agencies, such as social services, mental health teams, and charities, to help tenants access support for tenants by signposting them to specialist support services or feeding information to their support workers. Work with tenants at risk of eviction, offering mediation and support to resolve issues and prevent homelessness.

Community Engagement:

Facilitate tenant engagement in community activities and initiatives to promote social inclusion and community cohesion.

Policy and Compliance:

Ensure that all work is carried out under relevant housing legislation, policies, and procedures. Stay informed of changes in legislation and best practices related to housing support and incorporate this knowledge into service delivery.

Miscellaneous

Adhere to the organisation's Health & Safety Policy and guidelines Adhere to the General Data Protection Regulation and the Data Protection Act 2018 Promote equality and diversity for all staff, service users and external stakeholders Any other reasonable duties that may be allocated from time to time commensurate with the grading of the post
Job Type: Full-time

Pay: 12.21 per hour

Expected hours: 32.5 per week

Benefits:

Company pension Cycle to work scheme
Work Location: In person

Application deadline: 09/07/2025