Job Description : Tenancy Sustainment Officer (TSO)
Responsible to : Operations Manager
Responsible for: Tenancy Sustainment Officer
Hours of work: 37.5 hours per week
Salary : £27,500
About York Road Project
York Road Project (YRP) is a local homeless charity located in the heart of Woking we have been a vital service in the community for over 23 years. Here at YRP we work with several hundred individuals every year, who for many reasons find themselves without a safe and stable place to call home. Our primary focus is to provide direct access, short-term accommodation to those facing homelessness. In addition, we have a compassionate and skilled staff team who offer advice, and support, enabling individuals to move forward, towards independent living.
What sets YRP apart is that we are the only safety net for homeless individuals in our local area. We recognise the urgency and complexity of the issue, and we are committed to making a tangible difference in the lives of those experiencing homelessness in Woking. Our person-centred approach addresses not only the immediate need for shelter but also the underlying factors contributing to homelessness, such as a lack of access to healthcare, education, employment opportunities, and social support networks.
Role:
You will support clients in our supported move-on accommodation (currently 9 residents), as well as 10–12 clients in their own homes who have recently moved on and need help settling in. The role focuses on homelessness prevention and developing the skills needed to sustain independent living.
Main Responsibilities:
Your role will involve supporting clients as they transition from Direct Access into our supported move-on accommodation and, later, into their own homes. You’ll build trusting relationships, recognise individual strengths, and promote independence throughout their housing journey.
· As part of your role, you will carry out comprehensive assessments to understand where clients are at in their journey, ensuring they are ready for move-on accommodation or their own home, identifying support needs, aspirations, and any risks to sustaining a tenancy. This includes working with individuals who may present with complex needs such as mental health issues, substance use, or a history of trauma.
· Working closely with external agencies and internal colleagues, you’ll deliver coordinated, person-centred support with a strong focus on homelessness prevention and long-term stability.
· You’ll provide structured support for up to three months after clients move into their own homes, helping them settle in and develop the skills to maintain their tenancy.
· You will also be responsible for the day-to-day maintenance of our move-on properties, ensuring issues are addressed and health and safety standards are upheld.
· As part of this role, you’ll contribute to service improvement by identifying opportunities to enhance support delivery and make systems more efficient
On call: the role does include providing weekend on call support, in the event of an emergency or arranging sickness cover via an agency, this is on a rota basis.
Key Strengths-Based Responsibilities:
· Represent the organisation with a high standard of professionalism in all interactions.
· Create a welcoming and secure atmosphere, ensuring clients feel comfortable and valued.
· Assist clients in understanding and adhering to license agreements, empowering them in their housing journey.
· Meticulously prepare rooms for new tenants, providing a clean and inviting space for a fresh start.
· Conduct thorough assessments of potential move-on clients, ensuring tailored support is offered.
· Provide support to clients in navigating Housing Benefit claims and other relevant benefits, empowering them to secure stable housing.
· Offer practical support, including cleaning, financial management, and social inclusion, bolstering clients' confidence and capabilities.
· Maintain clear and precise records of rent collection and arrears, assisting clients in debt repayment plans where needed.
· Compliance with organisational policies and procedures, promptly reporting any breaches.
· Maintain and update support plans and client files, ensuring individual strengths and goals are prioritised.
· Integrating with the team and supporting in other services we deliver to provide excellent client support.
Meetings, Policies, and Record Keeping:
Attend team and external meetings. Adhere to policies and procedures, including those related to safety, confidentiality, and data protection.
Training and Development:
Engage in internal and external training to enhance your skills and effectiveness in the role.
The post holder may occasionally attend training outside of regular hours.
Staff Benefits:
· Annual Leave: Up to 30 days plus public holidays (starting at 25 days, increasing annually).
· Birthday Off: One paid day off for your birthday.
· Pension Scheme: 3% employer contribution.
· Medicash: Health plan covering everyday medical costs and wellbeing tools.
· Christmas Thank You Day: An extra paid day off during the festive period.
· Christmas Gift: Voucher of your choice to treat yourself.
Job Type: Full-time
Pay: £27,500.00 per year
Schedule:
Work Location: In person
