Tenancy Sustainment Officer

Job Title: Tenancy Sustainment Officer

This role is fixed term for 1 year subject to funding.

20 hours per week (can be flexible)

Reporting to: Deputy CEO

This role is a part-time post of 20 hours per week although from time to time you may be required to work outside or in addition to these hours due to the nature of the charity.

Previous applicants need not apply

Job Purpose:

The Tenancy Sustainment Officer will provide targeted support to clients who have recently secured employment and need to transition into more accessible accommodation within the community. The role focuses on helping clients maintain stable accommodation, manage finances, and develop essential life skills to ensure long-term tenancy success. This pilot project aims to prevent homelessness recurrence and promote independence and well-being.

B) Key Responsibilities:

• Tenancy Support
• Assist clients in understanding their tenancy agreements and responsibilities.
• Provide guidance on rent payments, utility bills, and household management.
• Work with clients to resolve issues with landlords or housing providers.
• Liaise with private landlords to secure and maintain suitable accommodation for clients, ensuring positive relationships and smooth tenancy transitions.
• Support with Homelink
• Employment Support
• Support clients in maintaining employment by helping with schedules, transport, and workplace communication.
• Liaise with employers when appropriate, with client consent, to address barriers to sustained employment.
• Financial Guidance
• Support budgeting and financial planning to ensure clients can meet rent and living costs.
• Signpost to financial assistance, benefits, or debt advice services.
• Life Skills Development
• Provide practical guidance on cooking, cleaning, personal hygiene, and household routines.
• Encourage healthy lifestyle choices and self-care practices.
• Advocacy and Referrals
• Act as an advocate for clients to access external services (mental health, addiction, healthcare, training programs).
• Maintain relationships with local agencies, landlords, and support networks to provide holistic support.
• Monitoring and Reporting
• Maintain accurate client records and case notes in line with data protection and organizational policy.
• Monitor progress toward tenancy sustainment and employment outcomes.
• Prepare reports for management, funders, or stakeholders as required.
• Crisis Support
• Provide guidance and immediate support during tenancy or employment-related crises.
• Work collaboratively with hostel staff to manage emergency situations.

Governance and values:

· Uphold and promote Ferry Project's core values of faith, integrity, respect, support and trust in all aspects of operational and administrative leadership.

· Ensure all tenancy sustainment activities reflect the charity's commitment to ethical practice, transparency, and accountability.

· Provide accurate and timely information to the Deputy CEO and Senior Leadership Team to support decision-making, evaluation, and strategic planning for the pilot project.

· Model values-based practice by fostering respectful, empowering relationships with clients, landlords, and partner agencies.

· Maintain compliance with legal, regulatory, and contractual obligations, including housing law, safeguarding, and data protection.

· Contribute to a culture of integrity and trust, ensuring confidentiality and professionalism in all interactions.

Value Demonstrated Through

Faith

Leading with hope and belief in the potential of every person, especially in adversity.

Integrity

Acting with honesty, transparency, and accountability in all decisions and relationships.

Respect

Treating all individuals' clients, staff, and partners with dignity, fairness, and care.

Support

Providing encouragement, guidance, and practical help to colleagues and clients alike.

Trust

Building confidence through ethical leadership, reliability, and confidentiality.

Conduct Expectations: The Tenancy Sustainment Officer is expected to:

• Demonstrate professionalism, accountability, and respect in all interactions.
• Uphold health and safety standards when visiting properties or meeting clients.
• Collaborate effectively with internal teams and external partners.
• Contribute to continuous improvement and sustainability in line with The Ferry Project's values.

Ambassador:

• Act as a visible and credible representative of Ferry Project in the community, with funders, partners, and public forums.
• Promote the charity's mission, values, and achievements to raise its profile and influence.
• Uphold the highest standards of confidentiality when handling personal data, HR matters, and sensitive organisational information.
• Model professional behaviour and integrity in line with Ferry Project's values and code of conduct.
• Promote a culture of trust, respect, and ethical practice across all operational and administrative functions.
• Acting as a professional and approachable point of contact for contractors, suppliers, visitors, and community partners, reflecting the values and mission of The Ferry Project in all interactions.

Program Management and Impact Evaluation:

· Ensure tenancy sustainment activities align with The Ferry Project's strategic goals, supporting clients to transition successfully into independent living and employment.

· Maintain accurate records of:

· Client engagement and support provided.

· Tenancy and employment outcomes.

· Well-being scores and feedback surveys.

· Collect and analyse data to measure impact against pilot KPIs, including:

· Number of clients supported.

· Percentage sustaining tenancy and employment.

· Client-reported improvements in independence and well-being.

· Identify trends, gaps, and opportunities for improvement in tenancy sustainment services and contribute to future service development and funding proposals.

· Work closely with the Deputy CEO to ensure impact data is integrated into organisational monitoring and evaluation systems and reported to funders and stakeholders.

· Support the preparation of evaluation reports that demonstrate the effectiveness of the pilot and inform decisions on scaling or adapting the program.

Personal:

• Lead by example in all areas of work, demonstrating excellent attention to detail, particularly in personal presentation and professional conduct.
• Adhere to all Ferry Project policies and procedures, including safeguarding, health and safety, equality and diversity, and data protection.
• Contribute to risk management by identifying tenancy-related risks and implementing appropriate mitigation strategies in collaboration with the Deputy CEO.
• Support business continuity planning for tenancy sustainment services and make recommendations to the Deputy CEO and CEO to ensure resilience in service delivery.

C) Skills/Knowledge/Experience:

Essential Skills, Knowledge & Experience

Essential:

• Experience working with people who are homeless or at risk of homelessness.
• A full driving license is essential
• Knowledge of housing systems, tenancy law, and employment support.
• Strong interpersonal and advocacy skills. Including the ability to engage with landlords, employers and partner agencies to represent the client needs.
• Ability to manage challenging situations calmly and effectively.
• Good organizational and record-keeping skills.
• Confident lone worker, with strong risk assessment and personal safety awareness.
• Understanding and application of safeguarding protocols for vulnerable adults.
• Ability to maintain professional boundaries while building trust and rapport.
• Commitment to trauma-informed, person-led practice, ensuring support is empathetic and empowering.

Desirable:

• Experience supporting clients with mental health or complex needs.
• Knowledge of budgeting and financial planning.
• Understanding of trauma-informed practice.

Key Competencies

• Empathy, patience, and resilience.
• Problem-solving and conflict resolution skills.
• Ability to work independently and as part of a team.
• Commitment to equality, diversity, and inclusion.
• Alignment with Ferry Project's values: Faith, Integrity, Respect, Support, and Trust.

Contract Details

Fixed-term for 12 months (pilot project).

Job Type: Part-time

Pay: £14,790.00 per year

Benefits:

• Company pension
• Discounted or free food
• Employee discount
• Health & wellbeing programme
• On-site parking
• Store discount

Application question(s):

• Experience working with people who are homeless or at risk of homelessness

Experience:

• Support: 1 year (preferred)

Licence/Certification:

• Driving Licence (preferred)

Work Location: In person

Expected start date: 01/12/2025