• The Case Manager – Tenancy and Estates is responsible for managing and administering a large portfolio of 550–750 social housing tenancies across Somerset.

• The role provides comprehensive tenancy support, resolves housing-related enquiries, manages complex and vulnerable customer cases, and ensures all tenancy management policies and procedures are correctly applied.

• The postholder will play a key role in supporting tenants to sustain their homes, ensuring accurate case recording on the Open Housing system, and maintaining a responsive, customer-focused tenancy management service.

• Manage a caseload of 550–750 social housing tenancies, ensuring effective tenancy and estate management.

• Provide advice at all stages of tenancy, from sign-up and initial guidance to addressing complex or high-risk cases.

• Offer intensive support to vulnerable tenants to promote tenancy sustainment and prevent tenancy failure.

• Respond to all housing-related enquiries, resolving issues promptly and professionally.

• Maintain accurate and detailed case notes using the Open Housing System.

• Ensure full compliance with housing legislation, regulations, policies and organisational procedures.

• Address breaches of tenancy, anti-social behaviour concerns and property-related issues in line with policy.

• Work collaboratively with internal teams and external support agencies to meet tenant needs.

• Conduct property visits, tenancy reviews, and estate inspections as required.

• Provide a visible and accessible presence to tenants, with a working pattern of 3 days onsite and 2 working remotely.

• Experience managing social housing tenancies, including complex and vulnerable customer cases.

• Strong knowledge of housing law, tenancy management and relevant social housing regulations.

• Excellent interpersonal and communication skills, with the ability to support tenants empathetically and professionally.

• Experience working with vulnerable individuals, including those with high support needs.

• Strong case management and organisational skills, with the ability to manage large caseload volumes.

• Confident using housing management systems, ideally Open Housing, for accurate recordkeeping.

• Ability to handle challenging situations, de-escalate conflict and make informed decisions.

• Good understanding of safeguarding principles and multi-agency working.

• Full driving licence, business-use car insurance, and ability to travel for property visits.

• The closing date: 30/11/2025.

• Location: Moorland House, Moorland Road, Taunton, TA1 2FG, Somerset Council.

• Working Pattern: 3 days onsite, 2 days remote.