3. Roles and responsibilities

3.1 Section 7 of the Tenancy Agreement sets out responsibilities for tenants as well as for Gateshead Council as a landlord.

3.2 New Tenancy Officers sign up all new tenants to their tenancies. They will ensure new tenants have the information they need at sign-up and advise on payments, benefits and support available. The team will also manage new tenant rent accounts in the first 12 months of the tenancy. They will contact tenants in arrears to collect outstanding balances and make suitable payment arrangements.

3.3 Rent and Income Officers contact tenants in arrears to collect outstanding balances and make suitable payment arrangements. They will offer advice in relation to benefit claims, and they will also identify what support tenants may need to help them sustain their tenancies and make referrals for appropriate support.

3.4 Advice and Support Team and Debt Advice Officers provide in-depth support to tenants in relation to benefit issues, maximising income and reducing expenditure, applying for grants, budgeting support and specialised debt advice and support around debt relief orders or bankruptcy.

3.5 Legal Services - when a court possession order is in place, for some court hearings a council solicitor or paralegal from the Legal Services team will attend on behalf of the council.