Tenancy Sustainment Officer

The Role

Are you ready to make a real difference in people’s lives while building a rewarding career? At Raven Housing Trust, we’re passionate about creating safe, healthy homes for our residents—and we’re looking for someone who shares that commitment.

As an Income Officer, you’ll join a forward-thinking income team tackling some of the most important challenges in housing today. This is your chance to play a key role in improving living conditions and shaping services that truly matter.

This is more than a job—it’s an opportunity to be part of a team that values innovation, collaboration, and customer focus. At Raven, we empower our people to lead with purpose. You’ll join an organisation that values belonging, ownership, and collaboration—where your voice matters and your impact is felt across our communities. We’re proud of our inclusive, supportive culture and our commitment to professional development.

What you’ll be doing

In this role, you’ll play a crucial part in ensuring our teams have the tools, knowledge, and processes they need to deliver a high-quality service.

You will

• Proactively manage a caseload of current and occasionally former tenant arrears to reduce debt across all tenure types.

• Identify and respond to customer vulnerabilities, offering tailored solutions

to prevent arrears escalation and eviction.

• Build positive relationships with customers through empathetic communication and personalised support.

• Work closely with internal teams and external partners (e.g. DWP, local authorities) to resolve complex arrears cases and access financial support.

• Maintain accurate case records, update systems promptly, and ensure all actions align with Raven policies and legal frameworks.