Location: Community and scheme based, with travel across an allocated patch

Salary: £27,000 - £29,000 per annum, depending on experience and relevant housing / intensive housing management (IHM) knowledge
Contract: Full-Time Permanent

Reports to: Regional Housing Manager
A home is more than four walls. It's where independence starts.
At Rhema Social Impact, we believe good housing management can change lives. We're looking for a Housing Sustainment Officer to give residents a visible, proactive and caring landlord service. You'll help people settle into their homes, understand their responsibilities and build the skills and confidence they need to keep their home for the long term.
This isn't a reactive, "wait for things to go wrong" role. You'll get to know your residents, spot early warning signs and work alongside each person to set goals, overcome barriers and, where appropriate, prepare for their next step. You'll balance encouragement with clear accountability, and you'll know when a coaching conversation is needed and when a firmer one is.
About the Role You'll manage your own caseload of residents across an allocated portfolio and take ownership of the day-to-day relationship between landlord and resident. A central part of the role is working with each resident on a Personal Development Plan (PDP), which sets out their housing goals, strengths, barriers and agreed actions. You'll review the plan together regularly and celebrate their progress along the way.
Where residents have care or support in place, you'll work closely with those providers. You'll keep a clear line between your housing role and the support they deliver, so that every resident gets the right help from the right person.
What You'll Be Doing Managing an allocated caseload and keeping in regular, purposeful contact with residents, based on their level of risk and need
Completing sign-ups and inductions, and making sure residents understand their agreement, rights and responsibilities




Using a strengths-based coaching approach to create and review Personal Development Plans that help residents become more independent
Supporting residents to build practical skills such as managing rent and bills, looking after their home and getting on well with neighbours
Monitoring rent and service charge accounts, stepping in early when arrears build up, and agreeing affordable repayment plans
Giving residents clear information about Housing Benefit and Universal Credit housing costs, and referring them for specialist advice where needed
Keeping a visible presence across your homes and schemes, spotting repairs and safety concerns and following them through to completion
Supporting void management, lettings and the quick turnaround of empty homes
Responding promptly and fairly to anti-social behaviour, neighbour disputes and tenancy breaches, using early and restorative approaches first
Recognising safeguarding concerns and acting on them in line with procedures
Working with support providers, local authorities, commissioners and community partners, making active referrals rather than just passing on phone numbers
Keeping accurate, timely and auditable case notes, risk assessments and records
About You We're looking for someone who believes a stable home is the foundation for everything else. You'll be a proactive housing professional who spots problems early and has honest conversations when they're needed. You'll coach residents to build the confidence and skills to sustain their tenancy, while keeping sight of your responsibilities as a landlord.
Experience in housing management, tenancy management, neighbourhood services or a similar resident-facing role
Experience managing a caseload or portfolio and seeing cases through to resolution




Experience working with people who have faced homelessness, crisis, multiple disadvantage or other barriers to keeping their home
Experience dealing with rent arrears, tenancy breaches, anti-social behaviour and neighbour disputes
Experience using coaching, mentoring or strengths-based approaches, including developing and reviewing individual action plans or Personal Development Plans
A good working knowledge of tenancy management, residents' rights and responsibilities, and how Housing Benefit and Universal Credit housing costs affect rent collection
An understanding of safeguarding and of a landlord's health and safety responsibilities, including HHSRS, damp and mould, and fire safety
Experience of multi-agency working, with the confidence to signpost and refer residents effectively while keeping explicit boundaries between housing and care or support
Strong communication skills, including the ability to have clear, respectful and sometimes difficult conversations
Strong written and IT skills, with the ability to keep accurate, evidence-based case notes and use case-management systems confidently
Organised and accountable, with the ability to assess risk, prioritise your workload and follow actions through to completion
Calm and resilient in challenging situations, with a commitment to residents' safety, dignity, choice and independence
Willingness to travel across your allocated area and carry out home and scheme visits
Experience in supported, specified, transitional, social or community housing
An understanding of trauma-informed or psychologically informed ways of working with residents
Awareness of relevant housing legislation, regulatory expectations and good practice
A relevant housing qualification, such as a CIH Level 3 or 4 Certificate in Housing, or equivalent experience
What We Offer Training & Development, Mileage, Employee Assistance Programme
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