Osprey creates key tenant support role after lockdown forces new way of working

Osprey Housing Group has created a new role of Tenancy Sustainment Officer to increase the support it can offer to tenants and address the complex issues created by the Covid-19 pandemic.

Osprey, which has around 1,800 tenants, like all social landlords, had to rethink how to stay in touch with tenants and from the first lockdown had to switch all face-to-face interactions almost exclusively to phone and online.

Recruitment was carried out internally to ensure Aberdeenshire and Moray were fully covered by staff already familiar with Osprey’s way of working and objectives.  Taking up the job-share position are Elaine Bowie, an Aberdeenshire Osprey Housing Officer and Catriona Leggat who is based in Moray.  Mrs Bowie will work three days a week and Ms Leggat will work two.

Housing Services Manager, Stacey Angus, said: “During our response to Covid, we have very much adopted a “support first” approach in our service delivery to tenants. 

“As well as providing households with the additional help they need when they need it most, this approach has also seen an improvement in arrears performance and higher tenant satisfaction levels. 

“To continue to build on this, we have introduced this new role to focus solely on tenancy support. This move enables us to increase our early intervention practises and make a real difference in helping those facing difficult times sustain their tenancy.”

Mrs Bowie said: “It’s not enough for us to provide homes — we need to help our tenants develop the skills and knowledge they need to run and keep those homes so that they can feel safe, settled, and secure and be able to concentrate on other areas of their lives.”

Speaking about ‘furniture poverty’ – the inability to afford or access even basic furniture and furnishing, including domestic appliances. Mrs Bowie added: “In my new role, I’m much more able to identify and quickly address this type of issue.”

“Catriona and I can now dedicate much more of our time to a larger area and provide focused, practical support to even more of our tenants so that they can get the help and advice they need.’

Mrs Bowie said that when a tenancy does not work out, it is not only costly for Osprey but can also cause serious harm to the individual concerned in terms of debt and lowered self-esteem.

“This can lead to a cycle of homelessness or serial re-housing, which puts a strain on both local authorities and registered social landlords like Osprey.

“By contrast, there is a wealth of information that suggests that sustaining tenancies improves both individual and community outcomes by promoting stable and supportive neighbourhoods.”

“We cannot always measure this in financial gains — and it can be difficult to quantify or demonstrate when action has been taken to help improve a tenant’s quality of life — but overall, there is clear social value in supporting tenants.”