Tenancy Mentor Volunteer

Location: Birmingham

When: 2-3 hours per week during office hours

Role reports to: Progression Coach

You will contribute to ending homelessness by

Helping our members to develop the skills to sustain their tenancy.

Our lead workers support members out of homelessness and into their own home. As part of our support package we empower members to develop the skills to sustain their tenancies independently and end their homelessness for good.

We understand that it can be daunting in those early months of managing your home, and so provide support to members to help them feel confident and in control. Your role is to meet with members in the community to provide support – this could include being a listening ear; supporting them in making phone calls to services such as utility providers and completing a series of checks to ensure there are no issues arising which may require further support from their lead worker to sustain their tenancy.

This volunteer role will play a vital part in our mission to end homelessness.


  • Passionate about ending homelessness and ability to show compassion towards people experiencing homelessness
  • Good time keeping and be reliable
  • Excellent communication skills - able to adapt approach to include members with diverse and complex needs in a non-judgemental, patient and supportive way
  • Have knowledge about how to manage a tenancy and understand housing issues – this may be from a professional setting or from managing your own tenancy/home.
  • Be organised, with basic IT skills to ensure support can be provided to the member and records are updated.
  • Be committed to attending training for the role and participating in supervision and group supervision sessions. You will also be required to complete relevant e-learning modules. 
  • Be flexible in terms of the tasks you complete to support our members and have the ability to work under your own initiative, but also to take instruction. 
  • Willingness to learn by sharing and receiving to feedback 
  • An understanding of the importance of confidentiality and maintaining professional boundaries
  • Ideally, have experience of providing tailored support to meet client’s needs
  • An understanding of safeguarding adults, although training will be provided
  • The knowledge that you have helped someone to end their homelessness by developing the skills to live in their own home
  • An opportunity to be part of a friendly team who are committed to ending homelessness including opportunities to attend member celebrations and volunteer events
  • Regular meetings with your supervisor to discuss how your volunteering is going and what other opportunities and training may be available to you, together with an induction to your role
  • A reference from a reputable organisation

Your role will involve carrying out one to one meetings with a member in the community and assist them to complete tenancy-related tasks. 

    • To support a member to complete their moving in checklist
    • To support a member with making calls, writing emails and accessing comparison sites to secure appropriate utility providers
    • To check a member is managing bills and rent, and supporting to set up direct debits where helpful
    • To support a member to purchase household items within an agreed member incentive budget
    • To support a member with any landlord issues such as making disrepair calls and/or liaising with their lead worker to resolve these
    • To support a member to settle into their local community         e.g. finding local facilities such as the nearest pharmacy, supermarket or GP
    • To regularly communicate with the lead worker, providing updates on the progress of the member after each meeting
    • To manage your own personal safety whilst out on visits and following Crisis lone working policies and procedures
    • To manage information in line with Data Protection legislation

We expect volunteers to comply with Crisis policies including health and safety, data protection and code of conduct at all times.

  • Travel and lunch expenses are reimbursed where appropriate
  • We strive to ensure that our services are welcoming, remain relevant and are fully accessible to everyone that we help and support. We are particularly welcoming of volunteers from diverse and other marginalised communities, as this helps us ensure the best experience for those that we are here to help.  People who have lived experience of homelessness are also particularly welcome to apply.
  • This role requires an enhanced DBS check. Crisis aims to be as inclusive as possible to all volunteers, and any previous offences or cautions will be assessed on an individual basis.