Online library

Many different agencies, some statutory and some voluntary, provide Support Workers (SW) for a wide range of service users. There are specialist SW’s in mental health, in children’s and family services, services for older people, ex-offenders, and many others, all with particular skills and training, and all working to a specific brief. Hence the term Support Worker can be misleading, meaning, as it does, quite different things depending on context.

Many different agencies, some statutory and some voluntary, provide Support Workers (SW) for a wide range of service users. There are specialist SW’s in mental health, in children’s and family services, services for older people, ex-offenders, and many others, all with particular skills and training, and all working to a specific brief. Hence the term Support Worker can be misleading, meaning, as it does, quite different things depending on context. Tenancy Support Workers (TSW) are primarily there to provide a tenancy maintenance service to those people who might otherwise be unable to secure or maintain appropriate accommodation, and therefore be at risk of homelessness. In a sentence, the job of the TSW is to prevent homelessness.

The clients making up a TSW’s caseload can almost always be characterised as being vulnerable, meaning that they have some disadvantage that would render it difficult or impossible for them to resolve unaided accommodation problems that other people might handle without trouble. This disadvantage could be one or a combination of factors, such as a physical, mental or learning disability, problems of drug or alcohol addiction, sudden unemployment, or the break-up of a household due to divorce or relationship breakdown.

The clients making up a TSW’s caseload can almost always be characterised as being vulnerable, meaning that they have some disadvantage that would render it difficult or impossible for them to resolve unaided accommodation problems that other people might handle without trouble. This disadvantage could be one or a combination of factors, such as a physical, mental or learning disability, problems of drug or alcohol addiction, sudden unemployment, or the break-up of a household due to divorce or relationship breakdown. Other vulnerable groups are young people leaving home, older people finding it increasingly difficult to cope independently, and single parents.

Most TSW’s would agree that a basic characteristic of their clients is that they are poor or ineffective communicators. Dealing with the written word, in the form of correspondence or official forms, hard copy and on-line, is a problem either because of a client’s poor literacy or more likely because they find formal communication challenging or intimidating.

Most TSW’s would agree that a basic characteristic of their clients is that they are poor or ineffective communicators. Dealing with the written word, in the form of correspondence or official forms, hard copy and on-line, is a problem either because of a client’s poor literacy or more likely because they find formal communication challenging or intimidating. Similarly, they often find it difficult to express themselves verbally, either because they lack the confidence and articulation to do so effectively, or because their frustration at their inability to assert themselves comes out as anger or confrontation. This is why the central feature of the TSW’s role is that of an advocate for their client, as the conduit of effective communication between them and those who have formal business with them, especially landlords.

Put simply, a TSW either helps their client find accommodation if they have none, or, more often, avoid losing the accommodation they have, A TSW might also help people in poor or inappropriate accommodation get it improved or move to more suitable accommodation. Practically, this usually means that the TSW is given formal authority by their client to work through and with any agencies, groups or individuals that can help in achieving this aim.

Put simply, a TSW either helps their client find accommodation if they have none, or, more often, avoid losing the accommodation they have, A TSW might also help people in poor or inappropriate accommodation get it improved or move to more suitable accommodation. Practically, this usually means that the TSW is given formal authority by their client to work through and with any agencies, groups or individuals that can help in achieving this aim. These agencies are typically the local authority Housing and Council Tax departments, various benefit agencies, GP’s and medical services, social services, the local Jobcentre, client’s families, Housing Associations, private landlords or letting agents, and anybody else with a legitimate involvement. It is important that the TSW is willing and able to interpret their role broadly and flexibly. This means whilst respecting their client’s confidentiality, they will engage positively and conscientiously with anybody whose input might help resolve their client’s accommodation problem. Unsurprisingly, the range of jobs a TSW might find themselves doing with or on behalf of a client during the course of a day is too long to list here, but would likely include some of the following:

• Registering a client on the local authority’s housing list, ensuring they are given priority appropriate to their need, and making applications for properties as appropriate
• Assist clients in using letting agents, local newspaper or on-line advertisements to locate properties to let, and then dealing with landlords or agents as appropriate
• Attend viewings if requested, to give a second opinion and ensure clients understand their tenancy rights and obligations
• Secure any local authority, statutory body, or charitable assistance, including practical help as well as grants or loans, to help clients in moving and/or setting up home
• Apply for housing related benefits, i.e. Housing Benefit (HB) and Council Tax Benefit (CTB) promptly, and support the client in subsequently managing the claims to ensure they run smoothly
• Apply for other personal benefits as appropriate promptly, especially those such as Income Support, which have a direct bearing on the client’s eligibility for HB, and support them in managing their subsequent claims
• Support and assist with the hundred and one things that need doing when a tenant moves in to a new property. This would include dealing or advocating with agents or landlords as appropriate, ensuring GP’s, schools, banks., etc are notified of the change of address, get meters read and set up accounts and payment arrangements with utility suppliers, and tie up any loose ends relating to the previous address.
• Liaise with Housing Associations, managing agents or private landlords on all matters relating to the smooth running of the tenancy, including rent payments, repairs and maintenance, neighbour relations, etc. This sometimes includes brokering arrangements to deal with any rent arrears that may have arisen.
• Assist clients if requested in budgeting and managing household finances.
• Assist them in addressing any debt problems they might have, either by advocating directly with creditors if appropriate, or referring them to specialist debt advisors.
• Signposting. Clients sometimes ask a TSW to assist in addressing problems outside their remit. It is a part of the TSW’s job to have a knowledge of local agencies and resources so that where they cannot assist the client directly themselves, they can direct them to appropriate help.

A range of organisations, some in the third sector, employ SW’s with some tenancy maintenance responsibilities as an extension of their core activities, e.g some metal health charities that have their own accommodation. Some Housing Associations also employ TSW’s, sometimes by another name, and some agencies exist solely to provide TSW services on contract to local authorities.

A range of organisations, some in the third sector, employ SW’s with some tenancy maintenance responsibilities as an extension of their core activities, e.g some metal health charities that have their own accommodation. Some Housing Associations also employ TSW’s, sometimes by another name, and some agencies exist solely to provide TSW services on contract to local authorities. In a case where a concerned landlord feels a tenant might benefit from the help of a TSW, and assuming the tenant’s consent, a good starting point would be for the landlord to enquire of the local authority’s Housing Department if TSW’s exist in their area, and how the referral process works.

As noted, the central feature of the TSW’s role is that of the client’s advocate, fostering effective communication with all external agencies, especially those with a direct involvement in their accommodation. Working with landlords is thus a central part of the job, and a good TSW will try to develop a good working relationship with both private and public sector landlords in their area. This is even more important in cases where the tenant/landlord relationship may have become strained. The TSW’s primary responsibility will always, by definition, be to their client, the tenant.

As noted, the central feature of the TSW’s role is that of the client’s advocate, fostering effective communication with all external agencies, especially those with a direct involvement in their accommodation. Working with landlords is thus a central part of the job, and a good TSW will try to develop a good working relationship with both private and public sector landlords in their area. This is even more important in cases where the tenant/landlord relationship may have become strained. The TSW’s primary responsibility will always, by definition, be to their client, the tenant. This will sometimes make the TSW/landlord working relationship an adversarial one, e.g. in a case where there is a dispute over arrears of rent. More often, however, the TSW, by working in the best of interests of their client will also be benefiting those of the landlord. For example, regular jobs that the TSW would do with or on behalf of the client, like ensuring a correct HB claim is made promptly at the start of the tenancy so the right amount is paid from day one, dealing with maintenance and repair issues promptly, including liaising with builders and maintenance people, and promoting good neighbour relations, are all to the mutual benefit of both tenant and landlord.

In a way, the TSW’s job is a form of risk management. Vulnerable tenants are at risk almost by definition, but co-operative working where appropriate between TSW and landlord can minimise the risks for the client/tenant, to the potential benefit of all concerned.