Job Title
Tenancy Sustainment Officer
Reporting to
Operations Manager
Location
North East including Hartlepool based office and travel to surrounding properties (travel across properties required)
Hours
Full Time – 37.5 hours per week
Purpose of the Role
The Tenancy Sustainment Officer is responsible for the day-to-day management of a portfolio of residential properties, ensuring tenants are successfully onboarded, properties are well managed, contractual obligations are met and tenancies are sustained wherever possible.
The role focuses on tenancy management, property management and housing administration to ensure high standards of accommodation and excellent customer service are maintained.
Key Responsibilities
Tenancy Management
- Manage an allocated portfolio of residential properties and tenants.
- Conduct property viewings and assist with prospective tenant assessments.
- Complete tenancy sign-ups, licence agreements and move-in appointments.
- Carry out property inductions and explain tenancy obligations.
- Maintain accurate tenant records.
- Conduct regular property visits and tenancy reviews.
- Respond to tenant enquiries and resolve day-to-day housing issues.
- Work proactively to sustain tenancies and minimise tenancy breakdown.
- Liaise with landlords, contractors and partner organisations where required.
Property Management
- Report repairs and maintenance issues.
- Monitor completion of maintenance works.
- Ensure communal areas (where applicable) remain compliant and well maintained.
- Arrange property inspections.
- Monitor health and safety matters affecting occupied properties.
- Assist with property compliance documentation where required.
Income Collection
- Monitor tenant rent accounts.
- Collect and monitor any tenant contributions towards ineligible service charges.
- Support tenants to maintain regular payments.
- Record and reconcile payments accurately.
- Identify arrears at an early stage and work with tenants to resolve payment issues.
- Escalate persistent arrears in accordance with company procedures.
Tenant Liaison
- Act as the main point of contact for allocated tenants.
- Assist tenants with housing-related enquiries.
- Manage neighbour disputes and anti-social behaviour complaints.
- Liaise with local authorities and partner agencies where appropriate.
- Promote positive tenancy conduct and compliance with tenancy conditions.
Administration & Reporting
- Maintain accurate electronic records.
- Produce tenancy reports and property inspection reports.
- Record all tenant contact on the company management system.
- Monitor key performance indicators for allocated properties.
- Assist with regulatory and contractual reporting requirements.
- Maintain confidentiality and comply with GDPR.
General Responsibilities
- Promote high standards of customer service.
- Work collaboratively with colleagues.
- Attend training and team meetings.
- Maintain professional relationships with landlords, local authorities and contractors.
- Undertake any other duties reasonably required by the business.
Person Specification
Essential
- Experience within housing, property management or tenancy management.
- Excellent communication skills.
- Strong organisational skills.
- Ability to manage multiple properties and competing priorities.
- Good IT skills including Microsoft Office.
- Ability to work independently.
- Full UK Driving Licence and access to a vehicle.
Desirable
- Experience working within social housing, supported housing or the private rented sector.
- Knowledge of tenancy law.
- Experience managing rent accounts.
- Experience working with vulnerable households.
- Understanding of Universal Credit housing costs and tenancy administration.
- Knowledge of property compliance requirements.
Personal Qualities
- Professional and approachable.
- Calm under pressure.
- Excellent problem solver.
- Highly organised.
- Reliable and trustworthy.
- Empathetic whilst maintaining appropriate professional boundaries.
- Able to build positive relationships with tenants and stakeholders.
Key Performance Indicators
- Successful tenant move-ins completed.
- Tenancy sustainment rate.
- Rent and service charge collection performance.
- Property inspection completion.
- Response times to tenant enquiries.
- Property compliance maintained.
- Low tenancy abandonment and eviction rates.
- Accurate record keeping and reporting.
Salary
Competitive, dependent upon experience.
Benefits
- Company pension
- Mileage allowance
- Mobile phone and laptop
- Training and development opportunities
- Annual leave entitlement
Pay: From £26,000.00 per year
Benefits:
Experience:
- property lettings or residential care: 1 year (required)
Licence/Certification:
- Driving Licence (required)
Work Location: Hybrid remote in Hartlepool TS25 1PD
