Tenancy Sustainability Manager

Are you great at building relationships? Do you have the passion and energy to really make a difference and improve the lives of people in our communities?

If you’re looking for a place that values your curiosity, passion and your thirst to learn, if you’re seeking colleagues who are innovative and driven to take on fresh challenges as a team, then your future could be with BHA.

At BHA, we’re on the lookout for a proactive and committed Tenancy Sustainability Manager to provide effective housing support to customers, with the aim of enabling them to successfully remain in their tenancies — all while living our values: Brilliant Basics, Embrace Change, Learn & Grow, and Inspire Together.

In this role, you will enable customers to:

• Set up their new home to support a positive experience of their tenancy from the outset.
• Prevent tenancy breakdown by addressing the issues that may lead to a premature end of tenancy.
• Enable, empower and resolve complex benefit issues to prevent risk to tenancy sustainment.
• Link into wider community supports to enable customers and their families to be involved and supported by their local neighbourhood and community.

This is an opportunity which offers a real purpose to your working life and if that means something to you, we want to hear from you.

Key Responsibilities

Brilliant Basics – Doing what we say we’ll do, communicating well, taking ownership and accountability.

• Assisting new and existing customers at the start of tenancies
• Supporting customers through rapid interventions
• Providing a professional, reliable referral pathway
• Maintaining efficient and effective records and admin systems
• Making best use of resources and ensuring value for money
• Full compliance with all BHA policies and procedures, ensuing statutory and regulatory compliance
• Identifying, mitigating and managing risks

Embrace Change – Supporting and embedding change, flexibility, continuous improvement and best practice.

• Developing and reviewing procedures
• Working flexibly to maximise service impact
• Driving continuous improvement and outstanding services

Learn & Grow – Willingness to learn, supporting others’ development and wellbeing.

• Awareness of wider BHA services and completing training
• Other duties as required and appropriate to the role
• Being a role model for BHA values

Inspire Together – Collaboration, kindness, emotional intelligence, teamwork.

• Agreeing and documenting referral arrangements
• Identifying tenants needing advice/support
• Working closely with Neighbourhood Managers and supporting the wider team to achieve goals
• Supporting customers internally and externally, with a strong commitment to equality, diversity and inclusion
• Working alongside third sector partners and coordinating partner agencies
• Networking with community and other groups
• Contributing through collaboration across BHA and working together as ‘one team’

Essential Skills, Knowledge and Experience

• Experience working in a case-management, responsive role delivering people-led services.
• At least two years’ experience of person-centred working with customers who need additional support and their families.
• Experience delivering welfare benefits advice and related support.
• Budgeting, energy advice and management of household incomes.
• Substantial knowledge of the issues affecting people and families with complex needs, including the impact of low incomes, poverty and ill health.
• Committed and thrives on delivering sector leading performance results and outcomes, working independently and as part of a team.
• IT literate and confident across most MS packages.
• Takes ownership of issues and is accountable for own actions and decisions, having initiative and confidence to act fairly and effectively.
• Ability to self-manage, be highly organised and possess excellent administrative skills.
• Resilient and can remain a positive contributor even when things get challenging.
• Ability to work under pressure and prioritise work.
• Comfortable with lone working, managing own time and resources to achieve outcomes.
• Excellent presentation skills.
• Be able to drive and have access to own car.
• Able to work outside of traditional office hours as required.
• Ability to build trusting relationship, especially with those who may be hard to engage.
• Have confidence to have difficult conversations, always remaining respectful.
• Can influence, negotiate and build highly effective and productive relationships.

What we offer:

• Competitive salary
• A defined contribution pension scheme with an employer contribution up to a maximum of 9%
• Westfield Health Care Plan
• Westfield Rewards
• Perkbox
• Agile working
• Corporate volunteering opportunities

Why join BHA?

We’re not just about bricks and mortar. We’re about people. We care about our communities and our colleagues — and we’re proud to offer a supportive, inclusive, and agile workplace where your ideas and energy matter.

How to apply:

For full details on this exciting opportunity, please download and read the recruitment pack and below before clicking ‘Apply now’.

BHA Recruitment Pack TSM

BHA – Employment Applicant Transparency Statement

TSM – Employment Information January 2026

You must complete an application form to be considered for any of our vacancies, we do not accept CVs.

We are looking for you to evidence and demonstrate within the personal statement section of the application how your own values align with BHA’s values, and how you meet the essential criteria for the role.

If you have any difficulties applying for the vacancy on our website then please call 0800 652 8104 and request a call back from Lynne Bryce, People & Culture Lead.

Closing date: Wednesday 11^th February 2026 at 12 noon.

Interview date: Monday 23^rd February.

Want to learn more? For an informal chat, call 0800 652 8104 and ask for a call back from Evie Copland, Director of Customer & Communities.