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
