Tenancy Enforcement Officer – AR

Job Details

Job Description – Tenancy Enforcement Officer (PO2)

Job Title

Tenancy Enforcement Officer (PO2)

Department

Housing Needs Directorate

Reports To

Team Manager – Tenancy Rights, Advice & Enforcement (PO5)

Responsible For

Tasking and mentoring:

  • Apprentices
  • Housing Assistants
  • Junior staff supporting tenancy enforcement functions

Role Purpose

The Tenancy Enforcement Officer is responsible for investigating and enforcing breaches of tenancy law within the private rented sector, with a particular focus on protecting residents from unlawful eviction, harassment, retaliatory action and other tenancy-related offences.

The postholder delivers high-quality statutory enforcement activity under the Renters’ Rights Act and wider housing legislation, ensuring that enforcement action is lawful, proportionate, evidence-based and defensible.

The role combines:

  • tenancy enforcement
  • resident advocacy
  • safeguarding
  • prevention work
  • complex case management
  • partnership working

The officer also supports operational delivery by mentoring junior staff, quality assuring casework, handling escalated enquiries and contributing to service improvement.

Key Responsibilities

Investigations & Enforcement

  • Investigate allegations of unlawful eviction, harassment and breaches of tenancy law.
  • Gather and assess evidence through interviews, inspections, statements and case reviews.
  • Conduct home visits, property inspections and investigative interviews.
  • Prepare enforcement notices, civil penalties and prosecution files.
  • Work closely with Legal Services on legal proceedings and evidential standards.
  • Attend court, tribunals and hearings where required.
  • Maintain accurate and defensible case records.

Resident Support & Advice

  • Provide specialist tenancy rights advice to residents, landlords and partner agencies.
  • Support residents at risk of homelessness, exploitation or tenancy breakdown.
  • Explain legal rights, enforcement decisions and next steps clearly and sensitively.
  • Deliver trauma-informed and resident-centred support.
  • Promote early intervention and prevention approaches wherever possible.

Safeguarding & Risk Management

  • Identify safeguarding concerns including domestic abuse, exploitation, mental ill-health and vulnerability.
  • Assess risk and escalate high-risk cases appropriately.
  • Work with safeguarding and multi-agency partners to ensure resident safety.
  • Maintain professional boundaries while working empathetically with vulnerable residents.

Case Management & Quality Assurance

  • Manage a complex caseload within statutory and operational deadlines.
  • Produce clear, accurate and legally defensible written decisions and case notes.
  • Ensure compliance with legislation, policy, audit and information governance requirements.
  • Review and quality assure triage assessments and junior staff casework.
  • Support workload allocation and operational tasking.

Partnership Working

  • Work collaboratively with:
    • Legal Services
    • Housing Options
    • Environmental Health
    • Community Safety
    • Police
    • Adult and Children’s Services
    • Voluntary sector organisations
  • Attend multi-agency meetings, case conferences and partnership forums.
  • Contribute specialist tenancy enforcement expertise to complex case discussions.

Staff Support & Development

  • Provide mentoring, coaching and guidance to apprentices and junior staff.
  • Support knowledge sharing and continuous professional development within the team.
  • Contribute to training delivery and service improvement initiatives.

Working Environment

The role requires:

  • face-to-face resident contact
  • home visits
  • property inspections
  • office and community-based working
  • telephone and digital case management
  • working in emotionally demanding situations

The postholder must demonstrate professionalism, resilience and sound judgement when managing challenging or sensitive situations.

Essential Knowledge & Experience

The successful candidate should demonstrate:

  • Strong knowledge of tenancy law, landlord obligations and housing enforcement.
  • Understanding of unlawful eviction and harassment legislation.
  • Experience managing complex housing, enforcement or frontline casework.
  • Ability to gather evidence and prepare legally defensible documentation.
  • Experience supporting vulnerable residents and managing sensitive situations.
  • Understanding of safeguarding responsibilities and trauma-informed practice.
  • Strong written communication and record-keeping skills.
  • Ability to work collaboratively across services and agencies.
  • Experience prioritising work within a fast-paced operational environment.

Key Skills

  • Investigation and evidence gathering
  • Conflict management and de-escalation
  • Legal and analytical decision-making
  • Case management
  • Written reporting
  • Safeguarding awareness
  • Communication and negotiation
  • Partnership working
  • Coaching and mentoring
  • Organisational and time management skills

Core Behaviours & Values

The postholder will:

  • Treat residents fairly, respectfully and without discrimination.
  • Demonstrate empathy, professionalism and accountability.
  • Apply trauma-informed and psychologically informed approaches.
  • Promote equality, diversity and inclusion in all interactions.
  • Contribute to a culture of learning, reflection and continuous improvement.
  • Act with integrity when handling public resources and sensitive information.

Career Pathways

This role provides progression opportunities into:

  • Senior Housing Enforcement
  • Tenancy Relations Management
  • Housing Standards & Regulatory Services
  • Homelessness Prevention Leadership
  • Housing Compliance & Policy
  • Multi-agency safeguarding and enforcement functions