Tenancy Sustainment Officer

Salary £29,446 per annum

Location St Austell, Cornwall (Head office)

The Vacancy

Join Ocean Housing as a Tenancy Sustainment Officer!

Location: Stennack House, St Austell
Hours: 37 per week (Mon-Fri)
Salary: £29,446 per annum
Contract: Permanent

At Ocean Housing, we believe everyone deserves a safe, stable home. As a Tenancy Sustainment Officer, you’ll play a vital role in supporting some of our most vulnerable customers to maintain their tenancies, build independence, and improve their wellbeing.

🧭 Your Role:

You will work closely with residents facing complex challenges, providing practical, tailored support to help them sustain their tenancy and reduce the risk of tenancy breakdown.

You will:

Act as a key contact for vulnerable tenants, building trusted relationships.
Carry out home visits, welfare checks, and risk assessments.
Develop person-centred action plans and support customers to achieve them.
Work with partner agencies and professionals, coordinating multi-agency support.
Identify safeguarding concerns and make appropriate referrals.
Maintain accurate case records and manage your own caseload effectively.

You’ll also collaborate with colleagues across the organisation to deliver a proactive, customer-focused sustainment service.

🎯 What You’ll Bring:

We’re looking for someone who is passionate about supporting others, thrives in a dynamic environment, and can manage sensitive situations with empathy and professionalism.

You will have:

Experience working with customers in challenging or stressful situations
Strong communication skills – both written and verbal
Good IT skills, including Microsoft Office and databases
Excellent organisation and time management skills
The ability to work independently and as part of a team
Resilience and the ability to manage emotionally challenging situations including attending and working within difficult environments

You will be:

Compassionate, patient, and able to show empathy and understanding
Confident and professional in your approach
Proactive and solutions-focused
Calm under pressure and able to manage conflict effectively
Motivated to make a positive impact

Knowledge & Qualifications:

Level 3 qualification (or equivalent)
Experience using IT systems and maintaining accurate records

Desirable (but not essential):

Experience in the social housing sector
Knowledge of housing or supported housing issues
Relevant housing qualification or CIH membership

🌟 What are our benefits?

We offer a supportive, flexible, and forward-thinking work environment with fantastic benefits:

27 days holiday + bank holidays
Professional membership fees paid
Company sick pay scheme
Workplace pension with death in service benefit
Home office work payment
Medicash health plan (including dental & optical)
Cycle to work scheme
Rewards & recognition programme
On-site parking
Employee assistance programme
Family-friendly policies

📅 Key Dates:

Closing Date: Thursday 4th of June 2026 at Midnight
Interview Date: Friday 12th of June 2026 (Face to face at Stennack House, St Austell)

We may close this vacancy early if we receive sufficient applications—so apply soon!

The Company

Ocean Housing Ltd is a not for profit, charitable registered provider of social and affordable housing, with a stock of over 4,700 properties throughout Cornwall. We are part of the Cornwall Homechoice ‘Choice Based Lettings’ scheme.

At Ocean we believe affordable housing is not just about the buildings, but about the people who turn them into homes. We provide a wide range of services to our residents, helping them to make the most of their homes and the communities they live in.

Mission Statement

“To be an innovative provider of quality homes and services, with residents and staff at the heart of Ocean, and Ocean at the heart of the community.”

At Ocean our vision is to be the employer of choice for Cornwall. We want to create a work environment where everyone feels like they belong, can bring their best, authentic selves to work every day and are provided with the support they need to do a great job.

Our purpose is to create a modern, dynamic and agile work environment, fit for the 21st Century and one of which all of our colleagues feel included and proud to be a part of. An environment which enables colleagues to provide quality, affordable homes and services for the people of Cornwall. We believe work is what you do, not where you go and therefore colleagues deliver their work where it best suits the need, whether that be in the office, home or around a local area or site using local facilities. Colleagues are agile and work or have meetings in any place to suit the need and task.

Benefits

Generous Holiday Entitlement

Healthcare Benefits

Occupational Sick Pay Scheme

Pension which includes Death in Service Benefit

Family friendly

Committed to Training and Developing our Employees

Cycle to Work

Values

Honest, Enthusiastic and Always Positive

Passionate about Customer Service