What is a ... Tenant support officer?

Who do you support?
I work for a charity that provides practical, short-term support to vulnerable tenants in their own homes by attempting to promote their independence.

I try to help them to maintain their tenancy and ensure they get all the state benefits that they're entitled to. I empower them to seek to help themselves and encourage a sense of self-reliance.

Many of these tenants suffer with mental health illnesses or have learning disabilities or drug and alcohol misuse problems, and some have not held a tenancy before. It's vital to offer support at the start of tenancies or as soon as a problem arises, to ensure that the tenant does not risk losing their home.

Walk us through a typical day
I manage my own caseload of tenants, tending to emails and liaising with agencies such as social services, mental health organisations and drug and alcohol teams.

I also have to visit my tenants, arrange things for them such as buying furniture, sort out debts, help them to develop budgeting and practical living skills.

On an average day I could be supporting a tenant in court in the morning, trying to deal with any benefits they're owed later in the day and handling a neighbourhood dispute in the afternoon, before finally ensuring that all the paperwork is done by the end of the day.

I usually work a 37-hour week, but I do the occasional evening and weekend as well.

You must be quite a nice guy …
You do need to have a caring nature and enjoy working with all types of people to do this sort of work. I have a background in social care, which helps. Plus I enjoy dealing with people.

Good communication skills are essential and so is an empathy for people with diverse needs.

What makes it worthwhile?
I get tremendous satisfaction from the many successful outcomes I've seen. Seeing a tenant being able to manage on their own, thanks to the support that has been given, for instance, or watching as they grow in confidence and self-esteem from having attended a course that I had recommended they might like to try.

It's really great when you see persistent support work pay off – if, for instance, you're able to help encourage an alcoholic to seek counselling and give up the bottle.

Sounds tough, though
The biggest challenges are meeting the ever-increasing needs of tenants and the requirements of the Supporting People programme. But there are quirky moments too: once, I had to deal with a woman who was claiming she was living in overcrowded conditions – basically because she'd let a tortoise loose in the lounge and had a pet parrot flying around the place.