Tenancy Sustainment

Provide practical support, build stability and help residents stay secure in their homes.

This role puts you at the heart of our commitment to supporting residents, helping them manage their finances and sustain their tenancies. By offering practical guidance and building confidence, you'll play a vital part in creating stability for individuals and strengthening the wider community.

Working Style:

You'll be based in the Borough for 4 days a week, playing a key role in serving the local community. Whether you're working on the frontline or behind the scenes, you'll be part of a dedicated team making a real difference to residents' lives.

What you'll be doing:

As a Tenancy Sustainment and Financial Inclusion Officer, you'll work closely with residents across the Lancaster West Estate, offering tailored support that helps people overcome financial challenges and hold on to their homes. Your focus will be on early intervention – spotting potential issues before they become serious and putting the right help in place.

A big part of your work will be financial inclusion casework. That means providing one-to-one advice on budgeting, guiding residents through benefit claims or disputes and supporting applications for grants. You'll carry out personalised income and expenditure assessments, as well as "better-off" calculations, to help people explore new options like employment or exemptions from the benefit cap. Staying up to date with welfare legislation will be essential so you can always provide accurate, timely advice.

You'll also support residents with more complex needs, from those struggling with mental health to people at risk of isolation. Working with social services and other partners, you'll adapt your approach to each individual, whether you're helping them through a difficult personal situation, or addressing sensitive issues like anti-social behaviour. Strong relationships, both inside the Council and with external agencies, will be key to making sure support is joined up and effective.

This is a frontline role where you'll be a familiar face to many residents. It requires resilience, empathy and a fair but sensitive approach that helps people feel heard and supported.

For further details, please review the Job Description and Person Specification

What you'll bring

To thrive in this role, you'll need to be educated to A-Level standard or equivalent, with strong IT skills to manage databases and keep accurate records. You'll also bring a sound working knowledge of welfare benefits and income maximisation, with proven experience supporting residents through benefits and grant applications. Managing a caseload of clients and providing practical, hands-on help to those with complex needs should feel familiar to you.

We're looking for someone with a calm, adaptable and people-focused approach. You'll be confident working with residents from all walks of life, balancing empathy with professionalism. Clear communication is vital, whether written, verbal or numerical, and you'll be organised enough to keep on top of a busy and sometimes challenging workload.

Your ability to build trust, work as part of a team and maintain professional boundaries will be crucial. Experience in public sector housing, community engagement or social services would be valuable, especially if you understand the impact of the Welfare Reform Act and the broader financial inclusion landscape. Just as important is your ability to motivate and coach others, helping residents to take positive steps towards change.

Why join us

At RBKC, we're all in – investing in our people, our communities and our future.

You'll join a supportive, friendly and fast-paced team where collaboration is key. We'll help you learn on the job, provide training to build your confidence and make sure you have the tools you need to succeed. This role gives you the chance to make a direct and lasting difference in people's lives, helping residents to overcome challenges and achieve financial stability.

From day one, you'll be part of a team that is committed to helping you hit the ground running. You'll gain experience across different areas of housing and financial support, and see the positive impact of your work every day in the community.

About us

Kensington and Chelsea is home to diverse communities, thriving businesses and unique local places. Everything we do is focused on supporting our residents, strengthening our approach and creating a fairer borough.

As a competent and caring Council, we take pride in our work every day, ensuring our services are delivered with care and competence. We listen to our residents, act with integrity and work together to build a borough that is greener, safer and fairer for all.

This role is a clear example of what we mean by being 'all in'. You'll manage complex casework, build strong partnerships and dedicate yourself to securing financial stability for those who need it most. Your determination and persistence will help residents take control of their futures – and that's something to be proud of.

Interview Details

Interviews will be held in person on week commencing 8 th December 2025.

This role requires a Standard DBS.

Ready to join us?

We're all in – are you? If you share our values and have the skills to contribute, we'd love to hear from you.

Please apply online explaining how you meet the requirements set out in the person specification and job description.

We reserve the right to extend or close this vacancy early without warning subject to the volume of suitable applicants.

We are committed to promoting equality and respecting diversity and welcome applications from all sections of the community.

We are a Disability Confident Employer – committed to ensuring that our recruitment and selection process is inclusive and accessible.

We are committed to fair, transparent, and consistent pay practices. New hires will start at the minimum of the advertised salary range.

Employees receive annual salary increases until they reach the top of the pay scale. In addition, employees will receive any agreed cost of living pay rises.