Senior Tenancy & Support Officer

Job Description:

Senior Tenancy & Support Officer

Nottingham NG3
£14 per hour
Monday to Friday | 9:00am - 4:30pm (7 hours per day, 30-minute unpaid lunch)

About the Service

This role is based within a 33-bed supported accommodation service for young refugees in Nottingham. Residents may experience language barriers and present with complex or emerging support needs.

The service operates within a structured housing and regulatory framework, requiring high levels of professionalism, safeguarding awareness, and accurate record keeping.

You will work as part of a team to ensure residents receive high-quality, person-centred housing support while progressing towards independence and sustainable move-on accommodation.

The Role

We are seeking an experienced Tenancy & Support Officer who can confidently manage both housing administration and structured support responsibilities.

This role requires someone who can independently:

• Conduct tenancy sign-ups and explain tenancy agreements
• Submit and manage Housing Benefit and Universal Credit housing element claims
• Create person-centred support plans from scratch
• Develop detailed risk assessments from scratch
• Manage an individual caseload

This is not a generic support worker position we are looking for someone confident in documentation, housing processes, and structured support delivery.

Key Responsibilities

Tenancy & Housing Management

• Conduct new tenancy sign-ups and clearly explain tenancy agreements and scheme policies
• Submit new Housing Benefit claims and manage ongoing Universal Credit housing element cases
• Liaise with local authorities regarding benefit queries or delays
• Support residents in understanding rent liabilities and preventing arrears
• Complete property inventory checks at move-in
• Assist with monitoring housing-related payments

Assessments, Support Planning & Risk Management

• Conduct full initial needs assessments upon admission
• Create comprehensive, person-centred support plans from scratch
• Develop detailed and dynamic risk assessments from scratch
• Regularly review and update support plans and risk documentation
• Set outcome-focused goals with residents
• Ensure all documentation is accurate, compliant, and audit-ready

Caseload & Resident Support

• Manage an individual caseload of residents
• Deliver structured keywork sessions
• Provide guidance, advocacy, and appropriate signposting
• Support residents experiencing language and cultural barriers
• Promote independence and move-on planning

Safeguarding & Compliance

• Follow safeguarding policies and escalation procedures
• Respond appropriately to incidents and crisis situations
• Always maintain professional boundaries
• Ensure GDPR and confidentiality compliance
• Record and escalate notifiable incidents accurately

Administration & Scheme Support

• Maintain accurate and confidential case management records
• Update internal systems daily
• Ensure files and documentation are inspection-ready
• Contribute to service monitoring and performance reporting
• Support the efficient day-to-day running of the scheme

Essential Skills & Experience

• Proven experience within supported housing, housing support, or social care
• Experience signing up customers to new tenancy agreements
• Proven experience submitting Housing Benefit claims and/or managing Universal Credit housing element claims
• Demonstrable experience creating person-centred support plans independently from scratch
• Demonstrable experience completing risk assessments independently from scratch
• Experience managing a structured caseload
• Strong safeguarding knowledge
• Excellent written documentation and IT skills
• Ability to work within a multi-agency and legislative framework
• Enhanced DBS required

Personal Attributes

• Compassionate and person-centred
• Organised and process-driven
• Professional with clear boundaries
• Resilient and solution-focused
• Committed to achieving positive outcomes for residents