Tenancy Support Officer

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.

Who we are

Pinnacle Group is a market-leading national provider of housing, neighbourhood and workplace services.With over thirty years of experience, we deliver expert, place-based management and maintenance solutions that enhance the everyday lives of the communities we serve.

We’re a people-first organisation with a values-driven culture that has stood the test of time -reflected in the way we care for both our employees and our customers.

Who we’re looking for

We’re looking for someone who not only meets the key criteria below but also embraces our core values – Trust, Respect, Involve, Challenge, and Deliver Excellence – and is committed to earning and maintaining the confidence of our clients and communities.

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.

Our offer

We believe that diversity makes us stronger. The more varied our workforce, the better we can understand, reflect and meet the needs of the communities we serve.That’s why we actively welcome applications from people of all backgrounds – especially those who represent the communities we work with every day.

As a colleague, you’ll be part of an inclusive and supportive culture where you’re encouraged to thrive.We’re committed to helping you reach your full potential through continuous learning, development opportunities and career progression.

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:

• Maternity/paternity packages
• Flexible Working Arrangements
• Life Assurance
• Enhanced Pension Scheme
• Additional Annual Leave
• Private Medical Insurance
• Cycle to Work Scheme
• Employee Assistance Programme
• Retail Discounts
• Childcare Assistance
• Season Ticket Loans
• Sick Pay Schemes
• Personal Development Plans

Proud member of the Disability Confident employer scheme

Disability Confident

About Disability Confident

A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.