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Tenancy Services Supervisor

Job description

Hours of work: 37.5 hours per week
Salary: £24,000 per anum
Holiday entitlement: 23 days annual leave plus statutory bank holidays
Based at: Various Sites across North Northamptonshire
Place of work: Northamptonshire
Accountable to: Business Development Manager
Direct reports: Tenancy support workers

Purpose of the Job:

To be responsible for the day-to-day delivery of the Rough Sleeper Intiative flats and Supported Accommodation; to proivde the line management of the the Tenancy Support team.

To be responsible for coordinating and providing a personalised, trauma informed support service to people with complex needs facing multiple exclusion in line with Housing First Principles.

To be responsible for coordinating and providing a person centred, strength based support service to create long term sustainable tenancies by increasing independence and maximising connectivity with the local community.

Main Responsibilities:


  1. Operational management of service ensuring contract and financial compliance and adherence to policies and procedures.
  2. Oversee requests and offers of accommodation carrying the final decision on placement.
  3. To ensure the successful delivery of the service taking responsibility for achievement of targets to agreed timeframes.
  4. Collate required performance information for the team relating to the customer’s progress to support evaluation of the approach.
  5. Responsible for risk profile of area of responsibility and be able to demonstrate effective risk management.
  6. Build relationships with professional services and other agencies to encourage partnership working and improve the long term sustainability of outcomes.
  7. To encourage peer support in the service and provide effective support to those with lived experience.
  8. Management of security firm providing out of hours’ access to accommodation.
  9. To ensure the safety of staff by appropriately managing lone working and ensuring all necessary safeguards are in place.
  10. To ensure that the Tenancy Support Service remains compliant and meets all regulatory requirements eg Health & Safety, Landlord resposibiliites.
  11. To undertake a range of consultation and evaluation processes with clients as required.
  12. Own case load:

  13. Carrying own caseload across Supported Housing and an RSI flats.
  14. Delivering wrap- around intensive, trauma informed support to people with multiple and complex issues within their own independent tenancies or at supported accommodation.
  15. Maintaining accurate up to date records on the chosen case management system of progress against individual support plans; safety plans and outcomes information.
  16. Liaise with other agencies to facilitate access to support including Adult Social Care; Criminal Justice services; Health services; employment and training agencies.
  17. Regularly review the person centred support plan to update, record and monitor progress of caseload.
  18. Build and maintain networks with staff from other agencies to maximise the outcome for the client.
  19. Perform robust assessments of referrals for the service to ensure the service is provided to those that meet the eligibility criteria.
  20. To complete risk assessments and maintain own safety by following lone working procedures.
  21. To work flexibly to ensure that service delivery is achieved and adapt to engage clients within the working week.
  22. To support clients in routine maintenance of accommodation by enabling them to report repairs and allow access for contractors.
  23. Supporting clients to maintain their Occupancy Agreement by giving advice and support on budgeting, bill payments, dealing with neighbour disputes and the safety and security of the accommodation.
  24. To support Clients to find new/permanent accommodation when they are ready to move on through Keyways/private lets etc.
  25. To offer advice and practical assistance (by example) with domestic tasks when appropriate e.g. how to safely use an iron.
  26. Staff:

  27. Provide leadership and guidance to TSW’s promoting a positive culture and partnership working.
  28. Provide temporary cover for colleagues as required with a proactive review of house and client management. Oversee the TSW’s scheduling of their workload to ensure that service delivery is maintained in a consistent way.
  29. Provide a high level of guidance, support and case management for the Tenancy Support Workers. to deliver a forward-thinking professional service across all properties.
  30. To proactively manage a team through:
    • timely and effective performance management;
    • coaching;
    • communication and feedback;
    • role-modelling attitudes, behaviours and expectations;
    • capturing the learning from mistakes and set-backs;
  31. Showing effective and positive leadership through change, in order to support and develop your team to realise individual and team potential and ensure effective service delivery.
  32. Setting key goals and targets and reporting into senior management.
  33. Other:

  34. To work and liaise with other colleagues to share information and to support best practice.
  35. Work collaboratively with other colleagues in the team and wider organisation to enhance the services provided.
  36. To refer clients to other colleagues /services to assist in meeting any identified needs and liaise and negotiate with relevant agencies.
  37. Maintain up to date knowledge around this issues that may affect this cohort.
  38. To prepare statistical reports, written reports, case studies and any other feedback relevant to the service.
  39. To undertake all relevant administrative tasks as necessary.
  40. To adhere to the charity’s policy and procedures; adhering to good practice Safeguarding procedures with a positive risk taking approach to ensure the wellbeing of vulnerable people.
  41. To attend meetings and training as necessary.
  42. Undertake any other reasonable tasks as requested by your Manager.

Annual objectives will be set for this role which will be used to monitor and evaluate performance within the appraisal system.

This job description may be subject to review in light of the developing organisation and in consultation with the post holder.

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