About Support When It Matters (SWIM)
SWIM is a London-based social enterprise delivering culturally competent programmes that support individuals facing multiple disadvantage, including mental health challenges, substance misuse, offending histories and housing instability.
SWIM provides housing navigation, tenancy sustainment and supported housing services across London, working with statutory services (e.g. local council public health and housing teams, NHS and other VCSE support service organisations and private landlords to support people whose housing needs are the primary barrier to recovery and stability.
Our work emerged from collective experiences as African, Caribbean, global majority and dual heritage people, creating pathways through systems that were not designed with us in mind. We are growing something deeply rooted in community wisdom and shared experience, a space where authentic relationships and cultural understanding guide everything we do.
Role overview
The Senior Practitioner will carry a defined caseload, lead on day-to-day housing support tasks, and provide support and guidance to Housing Support staff. They will work with statutory services (e.g. local council public health and housing teams, NHS and other VCSE support service organisations and private landlords to support individuals with complex needs to access and sustain suitable accommodation.
The Senior Practitioner will model best practice in trauma-informed, psychologically informed and culturally competent support. They will contribute to a consistent, high-quality service for residents and service users.
Job title
Senior Practitioner (Housing)
Hours of work
Full-time (37.5 hours per week)
Location
Primary base at SWIM HQ un Hackney, with travel to housing sites, statutory services premises and community locations across London.
Reports to
Housing Team Leader
Direct reports
None (supports Housing Support Practitioners under Team Leader direction)
Salary
£33,312
DBS
Enhanced DBS check required
Key responsibilities
The Senior Practitioner will provide hands-on housing and housing team support whilst contributing to the effective day-to-day tasks under the direction of the Housing Team Leader. The postholder will:
· Manage a defined caseload of service users, maintaining accurate and up-to-date records and delivering housing support to the standard required by the service.
· Attend and actively contribute to weekly team meetings, presenting case updates, flagging risks and supporting the Team Leader as required.
· Support the induction of new Housing Support personnel, sharing knowledge of SWIM’s systems, processes and service standards, and maintaining up-to-date knowledge of housing legislation, benefits regulations and safeguarding practice.
Housing navigation and discharge facilitation
The Senior Practitioner will directly deliver housing services to individuals, contributing to team-wide case oversight under the direction of the Housing Team Leader. The postholder will:
· Maintain active engagement with statutory services (e.g. local council housing, NHS ward staff, bed managers and community mental health teams) to identify individuals whose discharge is blocked by housing, reporting progress to the Housing Team Leader.
· Develop, implement and regularly review housing plans for allocated service users, ensuring each plan addresses property search, affordability, benefits, tenancy readiness and post-move-on support.
· Liaise with landlords and letting agents, arranging viewings, and supporting service users with applications.
· Use and maintain knowledge of housing referral pathways, including local authority Housing Options, homelessness prevention services, supported housing providers and specialist accommodation.
· Provide direct practical support to service users including benefits applications, housing benefit claims, Universal Credit housing element, budgeting advice and tenancy agreement reviews.
· Where individuals need repatriation to home areas outside the local borough, coordinate with receiving local authorities and housing providers under the direction of the Housing Team Leader.
Tenancy sustainment and monitoring
The Senior Practitioner will deliver direct post-move-in support to service users and contribute to tenancy sustainment monitoring across the service. The postholder will:
· Monitor allocated tenancies at 3, 6, 9 and 12 months, covering rent compliance, property condition, engagement with support services and any landlord or tenant concerns, and support colleagues to do the same.
· Identify rent payment issues early and work directly with service users and benefits teams to resolve arrears, highlighting cases requiring escalation.
· Record tenancy outcomes accurately and contribute to data collection for tenancy sustainment reporting, supporting the Housing Team Leader in compiling service performance evidence.
· Maintain positive working relationships with landlords for allocated tenancies, managing issues constructively and escalating issues to the Housing Team Leader.
· Contribute to move-on planning for allocated service users in supported or temporary accommodation, working with the Housing Team Leader to ensure planned transitions to independent tenancies.
Housing compliance and regulatory responsibilities
The Senior Practitioner will actively support SWIM’s compliance with statutory, regulatory and contractual requirements, under the direction of the Housing Team Leader. The postholder will:
· Carry out property checks to support compliance with required health and safety standards, including fire safety (Regulatory Reform (Fire Safety) Order 2005), gas safety (Gas Safety (Installation and Use) Regulations 1998) and electrical safety (Electrical Safety Standards in the Private Rented Sector (England) Regulations 2020).
· Support compliance with Houses in Multiple Occupation (HMO) licensing requirements under the Housing Act 2004 and the Licensing of Houses in Multiple Occupation (Mandatory Conditions of Licences) (England) Regulations 2018.
· Carry out regular property visits/housing checks, maintaining inspection documentation and promptly reporting maintenance and safety concerns to Senior Management.
· Contribute to Housing Health and Safety Rating System (HHSRS) assessments under the direction of the Housing Team Leader, and support property improvement planning in accordance with the Housing Act 2004.
· Maintain compliance certificates, health and safety notices, statutory signage and equipment safety records across SWIM’s housing sites, alerting the Housing Team Leader to gaps or upcoming renewals.
· Ensure maintenance requests are logged, reported and followed up, and that residents are kept informed of progress.
· Monitor compliance with licence and tenancy conditions, reporting breaches to the Housing Team Leader and supporting appropriate processes in line with resident rights and the Protection from Eviction Act 1977.
Administrative compliance, reporting and quality assurance
The Senior Practitioner will support SWIM’s housing service to meet contractual, data protection and reporting requirements, maintaining high-quality case records and contributing to monitoring returns. The postholder will:
· Ensure all case records are accurate, up to date and professionally maintained within SWIM’s case management system.
· Contribute to performance reports and contract monitoring returns by ensuring case data is accurately recorded and available within agreed timescales.
· Participate in contract monitoring visits, commissioner reviews and external inspections, ensuring case files and records are in order in advance.
· Support the Housing Team Leader in case file audits and quality spot-checks, self-auditing own records and helping colleagues to maintain consistent standards.
· Ensure all data is handled in accordance with the Data Protection Act 2018, UK GDPR and SWIM’s information governance policy.
· Maintain accurate records of resident correspondence, licence agreements, financial documentation and referral paperwork, ensuring files are always audit-ready.
Safeguarding and risk management
The Senior Practitioner will maintain a proactive approach to safeguarding, identifying and responding to concerns promptly in line with SWIM’s safeguarding framework and escalating to the Housing Team Leader or designated lead as required. The postholder will:
· Recognise and respond to safeguarding concerns in line with the Care Act 2014, the Children Act 1989 and 2004, the Mental Capacity Act 2005 and SWIM’s safeguarding policies.
· Complete and regularly update risk assessments for allocated service users, maintaining proportionate and evidence-based risk management plans.
· Complete Untoward Incident reports and Near Miss reports accurately and within required timescales, and support colleagues to do the same.
· Liaise with probation services, mental health teams, substance misuse services and local authority safeguarding teams in managing complex risk.
· Follow and promote crisis escalation protocols, including fast-track pathways to clinical support, and support colleagues in understanding and applying these correctly.
· Apply mental capacity principles in line with the Mental Capacity Act 2005 when supporting residents to make informed decisions about their housing and care.
Partnership working and stakeholder management
The Senior Practitioner will maintain effective working relationships with statutory and voluntary sector partners, contributing to joined-up service delivery under the direction of the Housing Team Leader. The postholder will:
· Attend multi-agency meetings, housing forums, partnership networks and referral pathway meetings as a SWIM representative, reporting back to the Housing Team Leader.
· Build relationships with local authority housing teams, Housing Options, homelessness prevention services and benefits departments.
· Liaise with probation services and criminal justice agencies to support individuals housing needs.
· Work collaboratively with partner organisations within the service, ensuring joined-up delivery between housing navigation and mental health support functions.
· Engage directly with Homelessness Reduction Act 2017 duty-to-refer processes, supporting service users to access appropriate statutory housing provision.
· Build relationships with residents’ families and support networks where appropriate and with resident consent.
About the candidateHousing regulatory and legal knowledge
· Housing Act 1985, Housing Act 1988, Housing Act 1996 and Housing Act 2004 including landlord and tenant rights, tenancy types, possession procedures and housing standards.
· Homelessness Reduction Act 2017 including the duty to refer and local authority homelessness prevention responsibilities.
· Care Act 2014 adult safeguarding duties and assessment frameworks for adults with support needs.
· Mental Capacity Act 2005 including best interest decision-making and the principles of supported decision-making.
· Health and Safety at Work Act 1974 and associated housing regulations including fire safety (Regulatory Reform (Fire Safety) Order 2005), gas safety (Gas Safety (Installation and Use) Regulations 1998) and electrical safety (Electrical Safety Standards in the Private Rented Sector (England) Regulations 2020).
· Housing Health and Safety Rating System (HHSRS) property safety assessment standards under the Housing Act 2004.
· Houses in Multiple Occupation (HMO) licensing requirements under the Housing Act 2004 and the Licensing of Houses in Multiple Occupation (Mandatory Conditions of Licences) (England) Regulations 2018.
· Data Protection Act 2018 and UK GDPR information governance obligations in a housing and support setting.
· Equality Act 2010 protected characteristics, reasonable adjustments and non-discrimination duties in service delivery.
· Welfare benefits and housing benefit regulations including Universal Credit housing element, Local Housing Allowance (LHA) and direct payment arrangements.
· Children Act 1989 and 2004 safeguarding responsibilities where residents are parents or where children are present in the accommodation.
· Renters’ Reform legislation awareness of emerging reforms and implications for tenancy management and landlord obligations.
Essential requirements
The Senior Practitioner role requires solid housing support or housing management experience, combined with strong casework skills, attention to compliance and a minimum 2 years’ experience working within housing management, supported housing, housing support or a closely related sector. They must also have experience, knowledge or a clear and deep understanding of:
· Providing informal peer support, guidance or mentoring to colleagues, and a willingness to take on a senior practitioner role within a team.
· Managing a portfolio of properties or a housing caseload, including tenancy sign-ups, rent accounts, arrears management and void management.
· Working with individuals with complex and multiple needs, including those experiencing mental health challenges, homelessness, substance misuse or involvement with the criminal justice system.
· Completing needs assessments, risk assessments, support plans and associated case documentation to a high standard.
· Safeguarding principles, including experience of reporting concerns and contributing to safeguarding processes.
· Tenancy or licence management, including housing benefit processes, arrears management, move-on planning and void property inspections.
· Strong written and oral communication skills, with the ability to produce clear, professional reports, monitoring returns and correspondence.
· IT skills including MS365 (Word, Excel, Outlook, Teams) and experience of using case management or housing management systems.
· Working collaboratively with statutory agencies, local authorities, NHS services, probation, and voluntary sector partners.
· Working within criminal justice or rehabilitation services, including alongside probation and Community Rehabilitation Companies.
· Enhanced DBS clearance (required prior to commencement).
· Right to work in the United Kingdom.
Desirable requirements
· Relevant qualification in housing management, social housing or a related field at Level 4 or above, such as a CIH qualification in Housing Practice or a Level 5 Diploma in Social Housing Management.
· Degree in a relevant discipline such as social sciences, cultural studies, community development or public policy.
· Project management qualification or demonstrable experience of managing service delivery projects from inception to completion.
· Experience of working within or alongside mental health services, including community mental health teams, inpatient wards or crisis services.
· Experience of delivering culturally informed support services for African, Caribbean and global majority communities.
· Experience of health and safety compliance in housing, including property inspections, HHSRS assessments and HMO licensing.
· Knowledge of working with individuals subject to immigration restrictions or with no recourse to public funds.
· Knowledge of working with individuals with neurodiverse needs.
Personal attributes
This role requires a motivated, organised and professionally rigorous individual who can lead a team while maintaining high standards of service delivery and compliance. The postholder will demonstrate:
· Strong communication skills, with the ability to motivate and liaise clearly with a team.
· Excellent planning, organisational and time-management skills, with the ability to manage competing priorities across multiple service users and team members.
· High standards of administrative accuracy and attention to detail, particularly in relation to financial controls, case recording and compliance documentation.
· Strong problem-solving and decision-making skills, with the ability to assess and respond to risk calmly and proportionately.
· Cultural sensitivity and diversity awareness, with a genuine commitment to equality, inclusion and anti-discriminatory practice.
· Confidence in building and maintaining professional relationships with external partners, landlords, NHS staff and local authority officers.
· A proactive, solution-focused approach, with the initiative to identify problems early and act on them.
· Empathy and active listening skills, combined with the ability to set clear expectations and boundaries.
Why join SWIM
SWIM is a mission-driven organisation committed to improving the lives of individuals experiencing multiple disadvantage. Our work focuses on supporting people to rebuild stability through culturally competent services that address housing, wellbeing and social inclusion.
The Senior Practitioner will play a vital role in delivering SWIM’s housing services to make a direct difference to people’s lives. This is an opportunity to develop your practice in a values-driven organisation committed to equity, recovery and empowerment, and to help build a service model that sets a new standard for culturally informed housing support in mental health settings.
Other requirements
· Ability to travel across London and work from multiple locations including partner premises, NHS sites and housing locations.
· Flexibility to respond to operational and service user support requirements as needed.
· Willingness to obtain an honorary contract with NHS partners where required, enabling access to clinical information systems.
Pay: £33,000.00-£33,500.00 per year
Work Location: In person
