Tenancy Support Worker

2 weeks ago

Nottingham, Nottingham, United Kingdom YMCA Robin Hood Group Full time

YMCA Robin Hood Group provides housing support for a whole range of vulnerable adults and young people (aged 16+) at the our hostels on Shakespeare Street and Peachy Street in Nottingham city centre.


We are recruiting for a Tenancy Sustainment Officer (TSO) to join our existing team following an internal promotion within the Supported Housing team.


You will work closely with our residents providing them all the support and skills they need to live an independent life beyond their time with the YMCA, not matter how long or short that time may be.


You will be share in our belief that everyone should have a fair chance to discover who they are and what they can become.


Working with around 35 residents at a time within our hostels and transitionary homes across Nottingham city centre, every resident will have had a unique journey before they YMCA and it will be your role to support them with their individual needs.

From refugees, ex offenders, those with multiple and complex needs, vulnerable adults and young people you will provide tailored support for them.

On a day to day basis, you can expect your role to include:

  • Building meaningful relationships with residents built on trust, monitoring and reviewing their progress within the staged provision model
  • Signposting residents to appropriate internal and external support provisions.
  • Lead one to one and group sessions with residents with the aim of sustaining their tenancies, developing life skills and becoming a part of the local community
  • Mediation of any disputes/conflicts between residents
  • Ensuring residents claim housing benefit and other benefits as applicable to ensure recovery of rent and service charges.
  • Dealing with antisocial behaviour issues, serve notices and verbal and written warnings in accordance with procedures.
  • Work with residents in their move towards independent living e.g. advising residents on obtaining furniture and supplies, registering with medical services and providing information on local services.
About You


This is a demanding but rewarding role which requires experience of supporting vulnerable / challenging adults and / or young people with a variety of needs.

You will have experience of working in a Supported Housing and have experience of successfully moving people on to more permanent housing options.


Being passionate about making a different to someone's life will underpin everything you do; you will act a positive role model yourself and create relationships based on trust, empathy and support, not punishment, fear and threat.

Setting boundaries and expectations will be important but we need to empower our residents to make good choices in a safe environment where you are there to support when things don't go exactly to plan without fear of blame.


There is lots of fun to be had within this role; planning activities with the residents, being proactive to organise external partners to meet with the residents and bring new and interesting skills and ideas to the group.

Planning specific activities or events, even low ley session in the home, are a valuable part of our residents development but also your job satisfaction and fulfillment.


Your communication skills will be your greatest strength and you will have experience of dealing with difficult situations, and challenging people and handling conflict appropriately.

You will be encouraging, understanding and most importantly take the time to listen.


From your background, you will have high level working knowledge of Housing Benefit, Personal Budgets and the welfare and benefits system as well as good understanding of the needs of our residents and the services available to them.


You must also be available to work on a 3 week rolling rota basis which can include some early mornings, evening and weekend shifts.


If you are looking to work for an organisation who cares about you and your wellbeing, the YMCA prides itself on the package of wellbeing we support all our employees.

At YMCA Robin Hood Group, you will have many additional benefits, including but not limited to:

  • Comprehensive well-being package
  • Cashback private medical and dental policy
  • Generous holiday entitlement increasing 1 day each year for your first 5 years
  • Regular ongoing training
  • Subsidised childcare and holiday clubs
  • Workplace pension
  • Pastoral support
  • Excellent opportunities for development and progression in an exciting expanding organisation.

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