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Tenancy Advice Officer (11 month Contract)

  • Reference: NHG219
  • Application closing date: 25 Sep 2017 10:00

Job Description

Based in Wem, or Craven Arms, Shropshire


To support tenants (and associated household members) to establish and sustain their tenancies by providing quality advice and information, referral and signposting, and joint working with external and internal support services.

Pre-tenancy: To assess applicants pre-tenancy and advise them on their options, to assess risks presented by the applicant or their household and make a plan to contain these.

New tenants: To support the NMO and TMO teams to review tenancy sustainment during the first 12 months and intervene as necessary.

Existing tenants: To work with customers at risk of tenancy failure and financial hardship and assess and coordinate internal and external services around them to meet their varied needs.

Team Support:

To research and provide targeted information on the welfare reform changes and ensure all staff members take a pro-active approach to supporting our affected tenants.

To promote a positive image of the organisation through the development of good working relationships with customers, partners and colleagues.


  1. Pre tenancy & Allocation
  • To ensure applicants are ready for a new tenancy, and, if necessary, to agree a support plan with the applicant household, to enable them to take up the tenancy in a sustainable way, whilst at all times working to minimise void and rent loss.
  • To interview and assess customers referred into the service in line with agreed criteria and within the agreed timescales
  • To promote the obligation for the new tenant to pay rent in advance – a minimum of one week, and working towards one month over the course of the first 12 months of the tenancy.
  • To promote sustainable payment methods at tenancy sign-up.
  1. Advice and Information
  • To provide advice and information and signpost customers to relevant courses such as budgeting, money management, life skills, setting up home, accessing financial products, and how to manage a successful tenancy
  • To ensure income maximisation for the household by both ensuring take up of appropriate benefits and also by taking steps into work through “better off in work calculations”
  • To refer for free debt advice where required and assist the customer to take steps to alleviate their household indebtedness
  • To reinforce key tenancy obligations such as prompt rent payment, to support the sustainability of the tenancy
  • To work closely with other local service providers and partner organisations to provide advice for a broad range of financial benefits and social issues
  • To attend and participate in drop in sessions held by SSHA and MMHA
  • To encourage and assess a customer’s confidence and ability to use online services and applications and refer for appropriate support and training where applicable
  • To identify any need for intensive Housing Support and refer to local support providers as required
  • To do short term intensive work with customers to turn around those tenancies which are in immediate danger of failing
  • To keep abreast of and disseminate information on relevant national and local benefit changes, both legislative and administrative
  • To be prepared to work towards, or keep up to date with, the relevant Institute of Money Advisors qualifications
  • To deliver the actions in the welfare reform action plan including undertaking home visits to affected households and providing the appropriate advice and guidance
  • To deliver training to front line staff to ensure that colleagues are able to identify tenants for referral for tenancy advice and guidance
  • To prepare reports and statistical analysis of caseload and outcomes achieved as required.
  1. Liaison & Networking
  • In conjunction with the Neighbourhood Services Team Leaders and Income Team, to plan and undertake interventions to monitor the progress of the whole tenancy (within the first 12 months especially) and thereafter as required
  • To establish a close working relationship with all internal teams and floating support providers
  • To utilise the support and services available from a wide variety of organisations such as the Local Authority, third sector agencies, voluntary groups, Credit Unions, Furniture Schemes, local support and prevention provision, health services and employment and training providers
  • To work in conjunction with partner landlords on the delivery of initiatives to minimise the impact of welfare reform
  • To attend meetings with partners as necessary, representing SSHA and MMHA.
  1. Project Work
  • To assist in the production of progress reports, activity plans and annual reports
  • To assist in the development of policies and procedures, and suggest system and process improvements for more effective working
  • To assist with monitoring and evaluation and work to set targets and measures
  • To keep accurate records to show the performance of the service and highlight outcomes and improvements in the sustainment of tenancies.


  1. Attend team meetings and training as required and assist the Neighbourhood Services Manager to identify training issues as part of your ongoing supervision and professional development.
  2. Operate within budgets allocated across the service areas to ensure a high achieving, high performing, value for money service is delivered.
  3. Liaise regularly with colleagues as appropriate across the business in order to inform your work practice and contribute to service development.
  4. Contribute to the departmental and sectional operational plans.
  5. To act as an ambassador for the Associations at all times during the course of your duties.
  6. Be prepared to work flexibly to meet the requirements of the job and opening hours.
  7. Use information technology as required to carry out the duties of the post.
  8. Uphold our Equalities and Diversity Policy and have an understanding and commitment to anti-discriminatory and bullying practices.
  9. Take responsibility for the health and safety of oneself and others in the workplace working in accordance with Health & Safety Policy, particularly in respect of:
  •      Accident reporting
  •      Lone working procedures
  • Risk management

    10.  Ensure compliance with requirements under the Data Protection Act 1998 and follow our Data Protection Policy and procedures relating to confidentiality.

    11. To undertake any other duties that may be required from time to time commensurate with the grade and general nature of the post.

Candidate Requirements

Person Specification







  1. Experience of working with tenants and other customers in their homes, including dealing with difficult situations which require diplomacy and excellent customer service skills to resolve



  1. Experience of providing money advice, preferably in a housing related environment



  1. Successfully facilitating groups, providing training and delivery of presentations



  1. Experience of identifying the specific needs of the client group and dealing with stressful situations



  1. Establishing well defined practical working procedures and administration systems



  1. Experience of researching and developing working relationships with external agencies



  1. Ability to make operational decisions based on knowledge and evidence without referral to senior management






  1. A minimum of 4 GCSEs, grade C or above or equivalent to include Maths and English



  1. A relevant qualification in housing and/or money advice



  1. Demonstrate a comprehensive knowledge of welfare reform changes affecting benefit claimants



  1. A high standard of computer literacy with a good level of experience of working with MS Office applications and a variety of other IT Packages including mailmerge and excel



  1. Ability to identify the implications of and changes to, national and local Government legislation and develop appropriate strategies



  1. Understanding of health and safety responsibilities, including lone working



  1. Ability to organise own workload and willingness to display initiative and accept responsibility for decision making



  1. Communicates effectively to achieve results and establishes professional credibility and influence



  1. Takes a structured approach to project management.  Sets both long term goals and interim milestones and plans work to meet these



  1. Ability to deal with conflicting priorities and contribute to delivering projects within timescales



  1. Ability to produce, analyse and interpret complex numerical and statistical data






  1. Commitment to, and understanding of, Confidentiality, Equal Opportunities and Diversity Policies



  1. Flexible and adaptable approach to work, which may include evenings and weekends as required



  1. A full UK driving licence and access to a vehicle for work purposes



  1. Flexible approach to travelling within and across Shropshire



Employment Details

  • Employment Type: Full time
  • Hours: 35
  • Pay: £23,342 Annually

How to Apply

To apply online please Click Here. Or alternatively you can apply for an application pack by telephoninh: 0300 303 1190 (option 2) quoting the post reference.