Tenancy Sustainment Worker

SPRING HOUSING ASSOCIATION LIMITED

23,873.6 - 26,000 per year

Coventry

Full-time

Applicant Information Pack
Tenancy Sustainment Worker – Coventry Services

Full and Part Time Positions available

Spring Housing Association is dedicated to safeguarding all our customers, and expects staff,
volunteers, and contractors to share this commitment.
Applicants must be able to undertake a DBS check and provide a satisfactory certificate if required,
together with evidence of your current right to work in the UK.

At Spring Housing, we are committed to diversity and inclusion, and positively welcome applications
from everyone.

‘Investing to prevent homelessness’

MISSION STATEMENT

“To create long term prosperity by investing to prevent homelessness,
poverty and social isolation and to inspire and unlock people’s potential”.

AIMS AND OBJECTIVES

• To provide high quality accommodation for people in housing need.
• To prevent and reduce homelessness.
• To assist people on a journey away from housing need towards a

future of stability, happiness, and independence.

OUR VALUES

 Positivity and Giving Opportunities
 Creating Quality Homes and Happy Lives
 Building Memories and Focussing on Futures
 Proudly Supporting Each Other

THIS IS US!

About Us:

Spring Housing Association formed in 2014 and became a registered charity in
August 2015.

We are a charity working with people in need of accommodation and tenancy
related support across the West Midlands. We work in conjunction with the private
sector and housing associations to provide general needs and specialist services
to care leavers, people who are homeless or at risk of homelessness and refuges.

We deliver a range of person-centred services to support individuals to obtain,
maintain and sustain accommodation long term.

We currently employ over 100 staff and operate throughout Birmingham, Black
Country, Coventry, Herefordshire, Solihull, Staffordshire, and Warwickshire.

We provide exempt accommodation housing and support solutions across 23
geographical regions and work with various local authorities.

We really value our staff team – they are the reason Spring provides excellent
services. Our staff embrace and live our values on a day-to-day basis.

In 2020, Spring came 31st out of the Best 100 Not for Profit Organisations to work
for and 7th out of the Best 25 Housing Associations to work for (Sunday Times
Best Companies to work for). This was a massive achievement for us, beating
many well-established organisations to get this placing, and clearly shows the level
of engagement from our staff.

We welcome feedback to continually strive to improve the working environment
and experience for our customers. Recent newcomers to Spring said…



"Friendly staff, interesting job role, good payment”

“It’s a supportive, friendly open environment”.

“I like the ethos and values of Spring, also it is one team and support is always
available.

“I like how helpful and friendly the staff are, that there is always someone to
help if you get stuck. I like that the company is clearly customer focussed and
do everything they can to help and support”.

Feedback from New Staff Members Induction Survey October 2022

Benefits of
Working with
Spring:

 Flexible working
hours including
part time hours,
evenings, and
weekends.

 34 days annual

leave

 1-day additional
paid leave (pro
rata) on your
birthday

 Contributory

pension scheme

 Death in service
benefit two times
basic salary

 Health4All – Cash
Plan. Individual
cover provided
after 6 months
service with the
option to upgrade.

 Bike to work

scheme - lease a
new bike and
spread the cost
over/up to twelve
months interest
free payments.

 Employee
assistance
programme – free
confidential advice
and counselling

 A commitment to
staff training and
development.

Thank you from Janette Beckett, CEO

Dear Applicant,

I would like to thank you for your interest in working with Spring Housing.

I’m really excited by the direction Spring is taking as an organisation. We started in 2014 to get back to the
original ethos of why housing associations were initially established, we saw that the housing crisis was
getting worse, and that homelessness continued to be a major issue across the Midlands, and we wanted
to use our relationships with private sector landlords to bring private houses into social use for social
purpose.

We believe we are still living to our original purposes and making a real difference to our customers lives.

We have only been able to do this through the dedication and commitment of our staff. They have been
fundamental in the lives of our customers and the success of our services to date.

I’m sure if you are successful that you will see what makes Spring different!

We are a relatively new organisation with a “can-do” attitude, and diverse in our services and people. It’s a
really exciting place to work and you will be joining and contributing to an organisation with a real passion
to make a long-term difference to the lives of our customers.

If you are successful in your application, we will assist you to settle into your new role and team as quickly
as possible.

I hope that you find this information useful and informative during the application process. If you require
further information, please email recruitment@springhousing.org.uk or visit our website.

Yours sincerely,

Janette Beckett
CEO

Spring
Accommodation Sites

JOB ADVERT: Tenancy Sustainment Worker

Do you have experience of working with vulnerable adults and providing housing
related support? You may already work within the homeless sector or have
experience of working with people in challenging situations and have the
transferrable skills and competencies we are looking for. This is an exciting
opportunity to join an organisation that is working towards ending cycles of
homelessness, poverty, and social
isolation by providing high quality
accommodation and first-class support.

for

including specialist
We deliver a range of services across Coventry,
those experiencing multi-exclusionary homelessness,
accommodation
accommodation for migrants and refugees including those with no recourse to
public funds, and accommodation for those with a range of additional support
needs. We work in close partnership with our local authority and with other
support agencies across Coventry to deliver targeted, person-centred support to
our customers.

The role of Tenancy Sustainment Worker is varied, busy and challenging, whilst also being hugely
rewarding. You will provide trauma-informed, strengths-based support and intensive housing
management to our customers, building positive working relationships and helping them from
initial referral, throughout their time with Spring and looking forward to resettlement in more
permanent accommodation.

The ideal candidate will have:

• Genuine passion, empathy, and a desire to support people experiencing homelessness.
• A proven track record and understanding of intensive housing management and working

with and delivering outstanding services to vulnerable people.

• Excellent written and verbal communication skills, adapting your style to best meet the

needs of a range of different individuals.

• The ability to liaise with a range of partner agencies and service providers to improve

access to services for our customers.

• Self-motivation, and the ability to manage and prioritise your workload according to the

changing needs and demands of the service and our customers.

• Outstanding problem-solving skills, innovation, and creative thinking to overcome barriers

to engagement with our customers.

• The ability to mitigate risk, manage complex situations and make decisions with

confidence.

• An understanding of trauma-informed practice and delivery of customer-led, customer

focussed services.

An Enhanced DBS check will be required.

If you have any questions, would like any further information or to discuss the role in more
detail, please do not hesitate to contact me directly –

Jill Henderson, Assistant Head of Housing and Well-being Services
jill@springhousing.org.uk

“I was so relieved to be at Spring - it was lovely, the staff were funny and caring. I
felt like myself there again even though it was a temporary home, for me it was
the best I could’ve asked for.” Customer, Coventry Services 2024

We have a Candidate Privacy Policy which is in line with the EU General Data Protection Regulation
(GDPR) effective from 25 May 2018. The updated Privacy Policy has been designed to make our data
processing activities as transparent as possible. We encourage you to take a look at the updated
documents, and if you have any questions please contact us or visit https://springhousing.org.uk/about-
us/our-privacy-notice/

As part of our commitment to making Spring a great place to work, we offer a comprehensive reward and
benefits package.

Spring Housing Association takes safeguarding of vulnerable people seriously - all
applicants will be subject to Safer Recruitment Checks

For further information on how to apply:
Please send your CV via the Indeed portal. If you are invited to an interview, you will also need to complete
an application form. For further information please refer to our Applicant Information Pack –
www.springhousingassociation.org.uk/recruitment

Job Description and Person Specification

Tenancy Sustainment Worker
Team Leader
Coventry Services
£23,873.60 - £26,000.00 – dependant on experience

@ 0.45p per mile

Post:
Reporting to:
Directive:
Grade/Salary:
Car user:

Section 2 – Responsibilities

Providing specialist support and intensive housing management services to people with vulnerabilities who
are experiencing homelessness, including those with complex needs and behaviour that challenges.
Supporting customers to maintain accommodation, build resilience, and improve wellbeing through person-
centred support and partnership working.

Assessing each customer and supporting them to recognise and achieve their goals in the areas of
accommodation, health and wellbeing, financial inclusion, community engagement, employment, education,
and training and any other area that is important to them.

To make sure desired outcomes are maximised for every customer by working creatively and flexibly,
ensuring their views and aspirations remain fundamental to their own journey. Providing advocacy and
mediation of behalf of customers where required whilst enabling them to develop assertiveness and
improved communication skills.

To understand trauma and its impact on behaviour, health, and wellbeing; to engage in trauma informed
practice and to engage in solution-focused, strength-based conversations, support-planning, and delivery.

Section 3 – Duties

Service Delivery

1. To enable customer outcome achievement through the development of customer-led professional

relationships, active listening, and proactive support.

2. Induction and welcoming of new customers ensuring awareness of their rights and responsibilities and

helping them settle into their new home.

3. Develop strength-based, holistic, and trauma-informed assessments and support plans with customers

enabling them to sustain accommodation, improve resilience and promote independence, health, and
well-being through delivery of appropriate interventions, partnership working and referrals to a range of
external agencies.

4. To ensure effective and efficient service delivery and development in line with contract requirements to
ensure the provision for a range of housing support, advice and guidance services to vulnerable people
including, housing, health, employment & training, mental health, substance misuse and community-
based services through active partnership working and customer insight.

5. To promote the Charter of Rights - Providing positive customer experiences that informs and shapes

our business planning to improve service delivery-measurable through engagement activities, customer
surveys, resident meetings, focus groups, compliments, and complaints.

6. To ensure financial viability through appropriate income management, including welfare benefit support,
unlocking barriers to rent/service charge payments, ensuring customer is up to date with rent payments
to avoid eviction and working in partnership with Allocation Team to keep void loss at a minimum in line
with KPIs

7. To provide SMART move on plans for customers leaving or moving on from the service into

independent or alternative accommodation.

8. Working in partnership with internal and external stakeholders to implement pragmatic problem solving,

unblock barriers and facilitating access for vulnerable people into various services to improve life
chances.

9. To support customers to reduce behaviours which may be challenging or perceived as negative and to

provide crisis intervention solutions

10. Working with individuals within properties to support them to adhere to occupancy agreement to reduce
homelessness e.g. Property and room checks, repairs and managing health and safety requirements.

11. Comprehensive intensive housing and voids management, maintaining a high standard of health and

safety, building compliance and property standards.

12. Achievement of key performance indicators and contract compliance in line with service standards

13. Supporting team and organisational excellence through actively engaging in team meetings, reflective

practice, professional and personal development, cross-organisational support, and learning.

14. Identifying and supporting best practice and innovative solutions for continual improvement.

15. Commitment to personal and service development including specialist skills through training and other

leaning methods to effectively respond to need

16. To respond to unforeseen and crisis situations as required and be available for emergency cover within

your own service and contribute to the overall running of the service and wider organisation.

17. Solution-focused and trauma-informed approach to working with confidence when dealing with

challenging and complex situations.

18. To assist with other duties as required by the Team Leader or other Management

Safeguarding and Health and Safety

19. To be responsible for the safeguarding, health, safety and welfare of yourself, customers and others at

work and undertake health and safety duties as required.

20. Ensure that Safeguarding and Health and Safety Policies and procedures are adhered to and report

incidents and serious concerns to Senior Management.

Budgets and Financial Control

21. Consideration for service financial viability through ensuring maximising income, cost effectiveness and

value for money.

General

22. Work shifts on a rota basis; this may include weekends and evenings in line with customer needs.

23. To participate in team meetings, supervisions and other review meetings and demonstrate a

commitment to your learning and professional development.

24. To ensure that all customers, staff, and others are treated equally and fairly in accordance with policy

and procedure.

25. Promote and uphold all Spring Housing Association Policies and to conduct yourself and represent

Spring in a professional manner at all times.

This job description covers the current range of duties and will be reviewed from time to time. It is
Spring Housing’s aim to reach agreement on changes, but if agreement is not possible, Spring
Housing reserves the right to change this job description.

Person Specification

Essential Desirable

Education and Qualifications

 GCSEs grade D or above or equivalent Level 2 qualification and Functional

skills level 2

 Qualification in Health & Social Care, Homeless Services or Housing
Experience

 Experience of working with people with vulnerabilities within in social care
or housing setting, or demonstrable transferrable skills obtained through
working with people in challenging environments

Knowledge and Understanding

 Awareness of housing, welfare benefits, and homelessness
 Understanding of income management, including pro-active management

of rent accounts, reduction of arrears and void management.

 Understanding of barriers to accommodation sustainment and how to

support customers to overcome these challenges.

 Understands the social, cultural, and economic influences, individual

circumstances, behaviour, and lifestyle choices that impact on health and
well-being outcomes for customers.

 Knowledge and understanding of adult safeguarding.
 Understand and demonstrate what it means to provide person-centred,
trauma-informed, and solution-focussed support to assist customers to
make informed decisions and achieve their goals.

 Understands role requirement and the importance of accessing,

maintaining, and storing documentation relation to housing and support in
accordance with policy and procedure and legal requirement for
maintaining confidentiality and data protection.

Abilities and Skills

 Excellent written and verbal communication skills, and the ability to adapt
your style to best meet the needs of a range of different individuals.

 To liaise with a range of partner agencies and service providers to improve

access to services for our customers.

 Self-motivation, and the ability to manage and prioritise your workload
according to the changing needs and demands of the service and our
customers.

 Outstanding problem-solving skills, innovation, and creative thinking to

overcome barriers to engagement with our customers.

 The ability to mitigate risk, manage complex situations and make decisions

with confidence.

 Understanding of IT systems including Microsoft packages, email, and data

management systems.

 Able to produce and analyse reports, understand key performance

indicators, and contract delivery.

 Ability to lone-work, and to contribute positively to an effective and

supportive wider team.

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 Keep complete, clear, accurate and timely recording using digital platforms

as required.

 Contributes to the maintenance of healthy and safe working and living
environments through risk assessment, appropriate practice, use of
resources, techniques and behaviours and understanding relevant
legislation.
Is aware of the environment in which they work, and customers live, and
how to maintain their own and others safety. Able to work in challenging
situations and report incidents, accidents, and complaints in a timely
manner, taking appropriate action where necessary.



 Able to identify ways to promote dignity and is aware of individuals

environments and factors that may cause distress, disagreement, or
dissatisfaction.

Behaviours

 Promotes the Charter of Rights, holds various activities and initiatives for
customer involvement and engagement and demonstrates customer
outcome achievement.

 Develops, manages, and maintains positive, appropriate relationships with

customers and stakeholders, demonstrating respect, consideration,
compassion, and empathy always.

 Understands, promotes, and advocates for equality and diversity and

demonstrates inclusion through interaction with individuals.

 Demonstrate the values of Spring Housing Association and a commitment

to personal and professional development.
- Positivity and Giving Opportunities
- Creating Quality Homes and Happy Lives
- Building Memories and Focussing on Futures
- Proudly Supporting Each Other

Additional Job Requirements

 Full driving licence and access to a vehicle with business insurance.
 Able to work on a rota system including evenings if required.
 Enhanced DBS check.

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