Tenant Support: Building Sustainable Communities Through Effective Income Recovery and Tenant Support
Tenant Support: Ensuring financial stability within housing co-operatives and community associations requires a balanced, people-focused approach. This role is designed to maximise income through the effective and ethical collection of rent, service charges, and other payments, while working proactively with tenants to sustain tenancies. The focus is not only on recovery of income but also on prevention, guidance, and long-term community wellbeing.
Purpose of the Role
The primary purpose of this position is to support co-operatives and community associations in maintaining strong income streams without compromising tenant relationships. By working collaboratively and proactively, the role helps residents remain in their homes, reduces arrears, and strengthens trust between tenants and housing providers. The work directly contributes to financial resilience and social stability within communities.
Key Responsibilities and Daily Activities
This role involves regular engagement with tenants through home visits or virtual face-to-face meetings. These interactions focus on income recovery, arrears prevention, and early intervention. By identifying potential issues early, tenants can be supported before financial difficulties escalate.
Another important responsibility is maintaining up-to-date knowledge of housing policy and welfare benefits. This includes advising tenants on available support and signposting them to relevant external agencies when needed. Accurate information and timely guidance play a critical role in helping residents manage their financial responsibilities.
Collaboration and Policy Alignment
Working closely with management and service teams is central to this role. Coordination with Income Services Managers, Co-operative Service Managers, and other officers ensures a unified response to welfare reform and policy changes. As legislation and regulations evolve, internal policies and procedures must be reviewed and adapted to remain compliant and effective.
The role also contributes to the development of systems that capture relevant data and measure the impact of welfare changes. This data-driven approach helps organisations understand trends, assess risks, and plan sustainable income strategies.
External Partnerships and Government Liaison
Strong relationships with Housing Benefit departments and national welfare bodies are essential. This role involves liaising with these organisations to promote accurate and timely payments, resolve issues efficiently, and verify claims through appropriate digital platforms. Effective communication with government agencies reduces delays and supports tenants during complex benefit processes.
Partnership working extends beyond statutory bodies. Collaboration with external support agencies ensures tenants receive holistic assistance, while the organisation maximises income recovery through coordinated action.
Employee Benefits and Work Environment
The organisation offers a comprehensive benefits package designed to support work-life balance and employee wellbeing. This includes generous annual leave, additional leave options for personal milestones, life assurance, and access to wellbeing and assistance programmes. Flexible working arrangements are also available, recognising the importance of adaptability in modern working environments.
Skills, Experience, and Personal Qualities
Applicants should have experience within a social housing setting, particularly in income recovery or related functions. Strong digital skills are important, including confidence with spreadsheets and a range of software tools. A solid understanding of relevant legislation and regulatory requirements is essential for effective decision-making.
The role requires the ability to work independently while also contributing positively to a team environment. Strong communication and interpersonal skills are vital, as is a flexible and confidential approach when dealing with sensitive tenant information.
Organisational Background and Values
The organisation behind this role has decades of experience delivering housing, support services, and community innovation. With thousands of homes and residents supported, it plays a significant role in some of the most disadvantaged areas. Its work spans housing management, maintenance, care, and specialist support services for diverse groups, including people with health challenges, young people at risk, and those facing homelessness or domestic abuse.
At its core, the organisation is driven by a clear purpose: placing people and communities at the centre of everything it does. This purpose is reflected in values such as trust, collaboration, accountability, care, and a strong focus on people.
Inclusive Recruitment and Application Process
The organisation is committed to inclusive and accessible recruitment. Applicants are required to submit a current CV, which will be assessed against the role requirements. Right to work documentation must be provided at the interview stage, and certain roles may require appropriate background checks.
This position offers an opportunity to make a meaningful impact by supporting individuals, strengthening communities, and ensuring long-term financial sustainability within social housing.