Tenancy Sustainment Officer
London Borough of Croydon · United Kingdom · £43,449–£45,123 (stated in the posting)
Salary range: Grade 9 £43,449-£45,123p.a. Pro-rata plus fantastic benefits
Contract: Permanent
Hours of work: 14.4 hours per week - 2 days a week
Location: Croydon
Tenancy Sustainment Officer
Are you passionate about helping people maintain their homes and live as independently as possible? Croydon Council is looking for a compassionate and proactive Tenancy Sustainment Officer to support vulnerable tenants and help prevent tenancy breakdown and homelessness.
You will work with tenants, their families and carers, colleagues and partner organisations to identify support needs, manage risks and develop practical plans that help people sustain their tenancies. If you can build trust, work collaboratively and respond confidently to complex situations, we would like to hear from you.
About the Role
As a Tenancy Sustainment Officer within Housing Management, you will manage an allocated caseload of vulnerable tenants living in Council-managed homes. You will receive referrals, carry out comprehensive needs and risk assessments, and develop action plans where appropriate.
You will support tenants whose circumstances may include mental health needs, learning or physical disabilities, substance misuse, antisocial behaviour or age-related vulnerabilities. Your work will focus on helping residents access the right support and addressing issues that could put their tenancy at risk.
Working in a multidisciplinary setting, you will build effective relationships with internal teams and external partners, including health, social care, probation and voluntary sector services. You will also contribute to resolving complex tenancy matters and make informed decisions in line with safeguarding procedures and relevant legislation.
Key Responsibilities
- Manage an allocated caseload of vulnerable tenants, responding to referrals and identifying support needs.
- Carry out comprehensive needs and risk assessments and develop appropriate action plans.
- Provide support, guidance and links to services to help tenants maintain their homes and prevent homelessness.
- Identify and respond to risks and safeguarding concerns involving vulnerable adults and children, following relevant procedures.
- Work with tenants, families and carers to build rapport, understand their circumstances and advocate for their needs.
- Develop effective referral pathways and work collaboratively with statutory, voluntary and community sector agencies.
- Work with Housing Management colleagues and other professionals to manage complex cases and resolve tenancy-related issues.
- Help address factors that may threaten a tenancy, including rent arrears, mental health needs, disability, substance misuse, antisocial behaviour or offending history.
- Contribute to panel meetings for sheltered and special sheltered accommodation, providing information about tenants’ needs and suitability.
- Maintain appropriate records, handle personal information confidentially and work in accordance with Council policies and procedures.
About You
We are looking for someone who is empathetic, resilient and committed to achieving positive outcomes for vulnerable residents. You will be able to demonstrate:
- Knowledge and understanding of tenancy sustainment issues affecting vulnerable tenants.
- A degree-level qualification or equivalent work experience in housing or social services.
- Experience working with vulnerable people in a social housing or social work setting.
- Experience carrying out comprehensive needs and risk assessments.
- Experience helping people access services and advocating on behalf of vulnerable service users.
- The ability to build rapport, communicate with empathy and work effectively with people who may exhibit challenging behaviour.
- Strong organisational skills, including the ability to manage your own caseload, prioritise urgent cases and meet deadlines.
- The ability to work collaboratively with a range of internal and external professionals and agencies.
- The confidence to provide accurate advice and guidance to colleagues, negotiate support and make sound decisions.
- A flexible approach to work, including the ability to undertake some evening work and travel independently around the borough.
The role includes visiting tenants in the community, sometimes in challenging or unhygienic environments. You will need to assess risks appropriately and take responsibility for your own safety.
Why Join Us?
This is an opportunity to make a meaningful difference to residents’ lives and help people remain safely and successfully in their homes. Our benefits include:
- Inclusive Culture: Join a team that values diversity and is committed to creating a supportive work environment where all staff can thrive.
- Career Development: We invest in our staff and support their development.
- Generous Benefits Package: Enjoy a comprehensive benefits package, including a Local Government Pension Scheme, annual leave entitlement and access to the confidential Employee Assistance Programme. Please see the Council’s careers website for current details and eligibility.
- Family Friendly Provisions: Access to family-friendly leave provisions.
- Work Life Balance: Flexible and agile working options may be available in line with service demand.
- Make a Difference: Be part of a council dedicated to improving residents’ lives through effective and compassionate housing management. At Croydon, relationships matter, and we value strong partnerships and working together to make lasting positive change.
View our full range of Staff Benefits – Croydon Jobs Careers.
Recruitment Information
Apply early
This vacancy may close without notice if a sufficient number of applications are received. Early application is therefore encouraged.
Application Closing Date: Sunday 8 November 2026
Assessment Centre / Interview Date: Week Commencing 23 November 2026
Equal Opportunities Statement
Croydon Council is an inclusive employer and welcomes applications from all sections of the community. We guarantee to interview all disabled applicants who meet the minimum criteria for the advertised role.
Croydon Council’s priorities
The Council balances its books, listens to residents, and delivers good sustainable services
- Get a grip on the finances and make the council financially sustainable
- Become a council which listens to, respects and works in partnership with Croydon’s diverse communities and businesses
- Strengthen collaboration and joint working with partner organisations and the voluntary, community and faith sectors
- Ensure good governance is embedded and adopt best practice
- Develop our workforce to deliver in a manner that respects the diversity of our communities
- Croydon is a place of opportunity for business, earning and learning
- Children and young people in Croydon have the chance to thrive, learn and fulfil their potential
- Croydon is a cleaner, safer and healthier place, a borough we’re proud to call home
- People can lead healthier and independent lives for longer
- Croydon Council’s new ways of working
Equal Opportunities Statement
Croydon Council is an inclusive employer and welcomes applications from all sections of the community. Subject to business needs, we will be pleased to consider applications from candidates seeking flexible working arrangements and support hybrid working, whereby staff attend the workplace for part of their working week and work from home, or elsewhere, remotely for the rest of the time.
As users of the disability confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for the advertised role.
Croydon council is committed to safeguarding and promoting the welfare of children and vulnerable adults and expects all staff to share this commitment.
The Successful candidate will be subject to a DBS check, if the role requires one.