Tenancy Sustainment Officer

GOVANHILL HOUSING ASSOCIATION

TENANCY SUSTAINMENT OFFICER

CANDIDATE INFORMATION PACK

Thank you for your interest in our vacant position of Tenancy Sustainment Officer.

This file contains all of the information you will need to apply for the post:-

•  General information regarding the Association
•  Our job advert which can also be found in Employers in Voluntary

Housing’s website and publications

•  The Job Description and Person Specification
•  A brief summary of the terms and conditions of the post
•  Staff structures

The job Application Form is available as a separate Microsoft Word file which you

may complete electronically.

Please note that the closing date for applications is Monday 16th March at 10.00
a.m.

If you require further information regarding the Association or the position

advertised, please do not hesitate in contacting me on 0141 636 3626 or by email:

mwilliamson@govanhillha.org

Thank you.

Alison Kevan
Director of Corporate Services & HR
akevan@govanhillha.org

1.

Background

1.1  Govanhill Housing Association was formed in 1975 and is a Registered Social

Landlord which operates within a Group Structure.

1.2

The Association owns 2,800 tenanted units and is factor to 1,500 owners.

1.3

The Association has a Management Committee and has four sub
committees:

•  Audit & Risk
•  Development & Property Services
•  Finance & General Purposes
•  Tenancy Services

1.4

The Association’s Wider-Role activities are provided via the Association’s
wholly owned, non-charitable subsidiary, Govanhill Community
Development Trust, which also owns and manages a portfolio of
commercial properties.

1.5

The Association operates from our offices at Samaritan House, part of the

former Royal Samaritan Hospital, which was refurbished by the Association
in 2006.

2.

Staffing

2.1

The Association’s current staffing structure involves 72 (full time equivalent)

staff deployed as follows :

•  Director
•  Senior Management Team –

o  Head of Corporate Services & HR
o  Head of Development and Property Services
o  Head of Finance & ICT
o  Head of Tenancy Services

•  Corporate Services & HR Team
•  Development & Property Services Team
•  Finance & ICT Team
•  Tenancy Services Team

•  Govanhill Community Development Trust

Govanhill Community Development Trust was established in 1991.  It is a company
limited by shares with all shares held by its parent, Govanhill Housing
Association.   The Trust has two main purposes:

1.    To provide social, economic and environmental benefits for the Govanhill

community

The Trust acts as the community regeneration, development and support arm

for  Govanhill  Housing  Association.   The  Trust  has  a  wider  role  within  the

community working closely with the Association and delivers a wide range of

activities.

2.    The letting and management of a significant portfolio of workspaces

The Trust has progressively expanded its role in providing workspace and office

accommodation.    In  doing  so,  the  Trust  has  supported  local  economic

development.   We  have  a  range  of  tenants  including  private  businesses,

community  organisations,  social  enterprises,  entrepreneurs  and  others.   This

role has protected a number  of  local  buildings  and  provides  an income  that

can be used to support the Trust’s wider purposes.

Govanhill Housing Association provides a comprehensive range of services focused on the needs of tenants and owner
occupiers in the Govanhill and Merrylee communities.  We carry out acquisition and improvement of tenemental stock as
well  as  delivering  a  new  build  programme.  We  work  closely  with  our  subsidiary  company,  Govanhill  Community
Development  Trust,  whose  community  development  and  regeneration  services  complement  our  own  role  as  a  social
landlord.

TENANCY SUSTAINMENT OFFICER

EVH GRADE 7 - Spinal points 22 - 25
£42,707 - £46,895 p.a. (from 1st April 2026)

We’re Hiring: Tenancy Sustainment Officer

Make a real difference by helping tenants sustain safe, secure homes and prevent homelessness across our
communities.

What You’ll Do
Provide tailored support to tenants with a range of needs to help them sustain their tenancies.
Work closely with HSCP and third sector partners to deliver positive outcomes.
Develop, monitor and review support plans to ensure agreed actions are delivered.
Maintain accurate, up-to-date case notes and digital records.
Use strong communication, negotiation, and de-escalation skills to support tenants effectively.

What You’ll Bring
Experience supporting people with complex needs or challenging behaviour.
Excellent communication and cultural competence.
Ability to manage a busy workload with minimal supervision.
Strong organisational skills and a proactive, problem-solving approach.
Commitment to confidentiality and safe lone working practices.

Desirable:
Social Work/Social Care related qualification.
Knowledge of Scottish tenancy types and welfare reform.
Ability to speak Czech, Slovak, Romanian or Romani.

Why Join Us?
You’ll be part of a supportive team committed to improving lives, strengthening communities, and delivering meaningful
change for vulnerable tenants.

Interested?
Apply today and help us ensure every tenant has the support they need to thrive.

As the Govanhill area has a diverse community, the ability to speak a community language is desirable.

If you share our commitment to providing excellent services to our customers in Govanhill and
Merrylee and would enjoy working within this diverse community, you can find further information
in the Application Pack which can be obtained from our website: www.govanhillha.org or contact:

GOVANHILL HOUSING ASSOCIATION, Samaritan House, 79 Coplaw Street, Glasgow G42
7JG
Telephone: 0141- 636 3626 Email: recruitment@govanhillha.org
Closing date: Monday 16th March 2026 at 10 am
Interview Date: Tuesday 24th March

EVH conditions of service will apply.
Govanhill  Housing  Association  is  committed  to  Equality  of  Opportunities  and  welcomes
applications from all sections of the community.

Job Description

Job Title

Section

Grade

Tenancy Sustainment Officer

Tenancy Services

7

Date Reviewed

February 2026

1.       Main Objectives of Post

1.1

To work closely with Housing Officers on a diverse caseload of vulnerable tenants,
providing appropriate interventions to those facing complex challenges such as mental
health crisis, financial difficulties or social isolation, with the aim of preventing
homelessness; supporting and sustaining tenancies.

2.      Accountability

2.1

Directly responsible to the Senior Tenancy Sustainment Officer on a day-to-day basis
and thereafter to the Head of Tenancy Services

3.      Principal duties and responsibilities
4.
3.1

To process and follow-up referrals primarily from housing Officer but also Officers
within other Departments, for those tenants requiring enhanced housing support by
providing advice, guidance and assistance in a range of areas, such as, breach of
tenancy, addressing the underlying causes of debt issues, or supporting tenants with
physical and mental health issues, accessing support from HSCP or third sector
agencies, supporting tenants to address poor property conditions, which all may have
an impact on the tenancy.

3.2

To holistically assess tenant’s circumstances by conducting interviews, visits to
tenants’ homes and completing a needs led assessment and risk assessment; creating
a personalised agreed action plan with the tenant to address any identified issue that
may impact tenancy sustainability.  Maintaining accurate records of all interventions
and monitoring the progress of each tenant against agreed milestones.

3.3

Establish and maintain effective partnerships with external agencies to work
collaboratively and bridge the gaps in service delivery by mapping local resources to
provide a seamless support service to individuals with multiple needs.

3.4

3.5

Lead and facilitate multi-disciplinary case conferences to ensure a co-ordinated
approach is taken for cases where there are complex issues such as hoarding or
safeguarding.  Advocating on the tenant’s behalf while balancing the Association’s’
need for tenancy compliance.

Monitor the outcome/outputs of care and/or support plans in place for new tenants
ensuring that support plans remain in place until the support plans deliver agreed
outputs.

3.6

Keep abreast of changing housing legislation and policies to ensure compliance and
best practice in tenancy management.

4.

 Service Delivery

4.1  Ensure the day-to-day delivery of services within the Tenancy Services Team is efficient,
by working in partnership with front-line teams (Tenancy, Rent, Financial Wellbeing,
Property) in addressing tenants’ needs, to achieve an effective tenant focussed service
with positive outcomes.

4.2  Maintain productive working relationships with other Departments and external agencies
to provide excellent advice to tenants.  Working collaboratively to ensure a co-ordinated
approach to tenancy sustainability.

4.3  Maximise the use of the Association’s IT systems with excellent record keeping, ensuring

all
confidentiality is
when handling sensitive  information.

interactions, home visits and phone calls are recorded in real-time.  Ensuring

in line with GDPR and the Association’s data protection policies

4.4  Be receptive to change and innovation to improve efficiency and service delivery and

maximise potential for continuous improvement.

4.5  Make positive contributions to team meetings and one-to-ones, with a focus on

solutions, service delivery and service improvements.

4.6  Undertake regular reviews with the Senior Tenancy Sustainment Officer in relation to

caseload/ KPI targets to ensure consistent approach and examine areas for
improvement.

5.

 Tenancy Sustainment

5.1  Ensure tenant and prospective tenant support needs are identified, via routine contacts,

programmed visits, partner referrals including statutory Section 5 homeless referrals,

and direct

housing applications.

5.2

Liaise with support agencies where customer needs are identified.  Work in partnership
with agencies to assist customer to access support services.  Monitor and review agreed
levels of support, monitor outputs to ensure delivery as specified within care/support
packages.

5.3  Provide support to any tenant whose tenancy is at risk of failing due to vulnerability, short

term crisis, health issues or any other factor, prioritising immediate interventions when
required.

5.4

Identify tenants with additional support needs so that advice and support can be given in
relation to any existing or new support arrangements that will assist tenancy
sustainment and general customer wellbeing (e.g. smart technology, adaptation, wider
action, employability, fuel poverty, etc).

5.5  Provide prospective tenants with a full range of information in relation to tenancy

support.  Produce newsletter articles promoting the service and celebrating positive
outcomes.

5.6  Ensure that Notice of Proceedings are only used as a matter of last recourse where all
feasible attempts to engage and resolve tenancy breaches have been exhausted.

5.7  Support/run campaigns in conjunction with other teams, e.g. Financial Wellbeing Team

to strengthen tenancy sustainment.

6.

 Administration & Reporting

6.1  Clearly communicate with colleagues to ensure excellent service delivery.

6.2  Ensure all interactions with our customers are conducted to the highest possible

standards and that all service requests are delivered on time and appropriately
recorded.

6.3  Resolve Stage 1 customer complaints.

6.4  Ensure accurate records are kept enabling court action where necessary.  Implementing
court action with the Association’s Solicitor, including attendance at court.  In addition,
ensure accurate reporting and recording of information in all IT systems to aid the
provision of a joined-up approach in our delivery of services as well as keeping
colleagues up-to-date with all relevant information.

6.5  Participate in audits of processes, ensure policies and procedures are implemented as

intended and equitable treatment of customers is assured.

6.6  Maintain a database of external agencies which can provide specialist support to

tenants.

7.

 Tenancy & Estate Management

7.1

 Carry out home visits as necessary to deal with tenancy issues and work with the
Housing Officer/Housing Assistant to ensure breaches of tenancy are resolved.

7.2

 Complete a programme of Biennial Home Visits (circa 5 visits per week).

7.3

 Provide support and assistance to new tenants to ensure those tenancies have the best
chance of succeeding.

8.

 Rent Collection & Management

8.1

 Promote access to the Association’s Welfare Rights Service to reduce financial
hardship.

8.2  Develop productive working relationships with external agencies to provide adequate
advice to tenants e.g. Money Advice, HSCP, Department of Work and Pensions,
Homelessness Services & Health Support Agencies.

8.3

 Work with tenants to provide support, advice and assistance with any underlying issues
which may be impacting non-payment of rent.

9.

 Resident Engagement

9.1

 Promote knowledge and awareness of the Resident Engagement function through day-
to-day dealings with tenants.

9.2  Assist in providing information to tenant groups and encouraging their activities and

identify barriers to participation (such as mobility issues or anxiety) and work with
tenants to find inclusive activities that match their abilities.

9.3

 Assist the team and Resident Engagement staff in consulting tenants on review of key
policies in accordance with the Association’s Resident Engagement Strategy.

9.4

 Attend meetings with tenants’ groups as required.

10.

Health & Safety

10.1

 Ensure all Health and Safety requirements of the role are fulfilled.

10.2

 Report any health and safety issues immediately to the relevant member of staff.

11.

 Audit

11.1

 Support any internal and external audits, meeting with auditors, responding to queries,
providing performance information, commenting on draft audit reports, providing
performance information and implementing action plans as required..

12.   Equal Opportunities

12.1  Ensure activities in relation to tenancy management fully comply with Equal

Opportunities and Human Rights legislation and best practice.

12.2  Support reporting by timeously providing Equalities information as required.

12.3  Promote and engage in a culture in the organisation that embraces equality, diversity and

inclusion.

13.

 Information & Confidentiality

13.1  Ensure all Tenancy Services related elements of and responses to the Complaints Policy,

Subject Access Requests, Environmental Information Requests and Freedom of
Information Requests are made in line with policy and legal wider requirements.

13.2  Ensure all relevant enquiries are dealt with and responses noted in relevant file for

example enquiries from Councillors, MPs, MSPs, Govanhill Law Centre.

13.3  Ensuring that any information requests and complaints are responded to within required

timescales and appropriate information shared.

13.4  Always maintain confidentiality and adhere to the Association policies and procedures in

this area.

13.5  Understand the legislation surrounding information requests and participating in any

required training.

13.6  With the Senior Tenancy Sustainment Officer, if required, agree and implement any

learning points from complaints.

14.   Other duties

14.1  Support the planning and delivery of tenancy service wide initiatives e.g. Cash for Kids,
festive  event or Tenants Conference.

14.2  Assist the Senior Housing Officer to provide information to service the Sub-Committee in

relation to Tenancy Services.

14.3  Attend meetings or perform work which may be outwith normal working hours as

instructed by the Head of Department.

14.4  Any other duties as are required by the Association, commensurate with the nature and

grade of the post.

Person Specification

Job Title

Section

Grade

Tenancy Sustainment Officer

Tenancy Services

7

Date Reviewed

February 2026

1.
1.1

1.2

2.
2.1

2.2

2.3

2.4

2.5

2.6

2.7
2.8
2.9

2.10

2.11

2.12

Education/Qualifications
Educated to at least Higher Level (or equivalent) in English and
Maths or with suitable equivalent experience

A degree and/or Chartered Institute of Housing qualification,
relevant other professional qualification or equivalent experience

Skills, Knowledge and Experience
Excellent interpersonal and communication skills (written and
verbal) combined with cultural competence
Experience of working in a customer care environment with a
proven track record in supporting people with complex
needs/challenging behaviour
Previous experience in providing tenancy support including joint
working with HSCP and third sector agencies to sustain
tenancies/prevent homelessness
Excellent negotiating, conflict resolution, de-escalation and
advocacy skills
Experience in effective monitoring of care plans/support plans to
ensure delivery on agreed outputs
Ability to produce and analyse performance monitoring
information
Experience in maintaining computerised records/case notes
Experience of Rubixx housing system
Strong organisational and time management skills with the ability
to manage day-to-day workload under minimal supervision
An effective team player who can cope with changing
circumstances and demands
Ability to effectively manage a considerable workload and to work
to imposed deadlines
Understanding of and commitment to information request
legislation and complaints guidance and to the provision of high-
quality advice and information to requesters

Essential
*

Desirable

*

Essential
*

Desirable

*

*

*

*

*

*

*

*

*

*

*

2.
2.13

2.14

2.15

2.16

2.17

2.18

3.
3.1

3.2

3.3
3.4

Skills, Knowledge and Experience
Understanding of welfare reform and its impact on tenancy
sustainment
Knowledge of Scottish Secure Tenancies and Scottish Short
Secure Tenancies
Awareness of broader housing policy issues and the key issues
affecting social housing within Scotland
Experience and a proven track record of working together with
HSCP and third sector agencies/social enterprises and others to
deliver tenancy sustainment outcomes for tenants
Resourceful in seeking out new and strengthening existing
partnerships with external agencies
Ability to speak a community language, particularly Czech,
Slovak, Romanian or Romani
Personal Characteristics
Flexible approach including the ability to work outwith normal
working hours if required
Problem solver, identifying solutions and ideas for improved
ways of working
Appreciation of Health and Safety issues including lone working
Ability to always maintain confidentiality

Essential

Desirable
*

*

*

*

*

*

Essential
*

Desirable

*

*
*

RECRUITMENT OF TENANCY SUSTAINMENT OFFICER

SUMMARY OF PRINCIPAL TERMS AND CONDITIONS OF EMPLOYMENT

Govanhill Housing Association is a member of ‘Employers in Voluntary Housing’

(EVH) and the terms and conditions for this job largely follow the EVH terms. A
summary of the principal areas are as follows:

Salary Scale
The current EVH salary scale for this job is Grade 7 (Spinal Points 22-25) - £42,707
- £46,895 p.a. (from 1st April 2026).

Hours of work

This post is for 35 hours per week.  A flexible working system is in operation.

Holiday Leave
25 working days holiday leave and 15 days general and public holidays (pro-

rata) is available.

Pension Scheme

The Association is a member of the Scottish Housing Associations’ Defined
Contribution Pension Scheme which you have the option of joining 3 months after

your start date.

Notice Period

One month by either party.

This summary is for general guidance of applicants and will not form part of
the contract of employment. Any offer of employment will be subject to the
receipt of satisfactory references.