5129 Tenancy Support Officer x2 - Moat Homes Limited

Role: Tenancy Support Officer x 2 (London/Sussex and Kent/Essex) 
Salary: £34,418 - £43,022 per annum plus a car allowance of £2,411 per annum 
Hours: 35 hours per week, Monday–Friday 
Contract: Full time, permanent

Location: Based at one of our offices in Dartford, Ashford (Stanhope), Maldon or Pollards Hill (Mitcham), with travel across your designated region (London & Sussex or Kent & Essex) and to other office locations as required. We work in an agile way, with time typically split between the office, working on your patch, and home working by arrangement (usually 2–3 days in the office).



Make a real difference in customers’ lives:

We’re looking for two experienced Tenancy Support Officers (one in London/Sussex and one in Kent/Essex) to join our Neighbourhood Services team, supporting vulnerable customers facing complex housing challenges. To be a successful applicant you must have direct experience of either tenancy support, tenancy sustainment, housing officer and or customer liaison roles, ideally in social housing or statutory agency working environment.

This is a highly rewarding, frontline role where you’ll work closely with customers in crisis or experiencing significant life changes, helping them remain safe in their homes, navigate complex issues, and achieve long-term sustainable outcomes.

You’ll be supporting customers with a wide range of challenges, including non-engagement, safeguarding concerns, mental health, hoarding, and unstable living situations, as well as those temporarily moved from their homes.



What you’ll be doing:

This is a varied and hands-on role, combining case management, partnership working, and complex problem-solving.

Customer Support & Case Management

Manage a caseload of vulnerable customers, delivering practical, person-centred support

Help customers understand and manage their tenancy responsibilities

Carry out risk assessments and develop tailored support plans

Complex Cases & Temporary Moves (Decants)

Support customers who have been temporarily moved from their homes

Act as an advocate, coordinating with internal teams and external partners

Help enable safe and timely returns home, or identify longer-term housing solutions where needed

Contribute to and escalate cases through the Complex Cases Review Panel

Safeguarding, Risk & Engagement

Work with customers who are not engaging or are refusing access, building trust and rapport

Identify and respond to safeguarding concerns, balancing risk to individuals and the wider community

Lead multi-agency working with partners such as Social Services, police, and support agencies

You’ll also maintain accurate records, contribute to service-related queries and complaints, and carry out your work in line with our values and responsibilities.



What we’re looking for:

We’re looking for someone with at least 12 months’ experience in housing, support, or a customer/resident-facing role, with proven experience supporting vulnerable customers with complex housing-related issues. Someone who is confident working with vulnerable customers and complex situations.



You’ll be able to combine empathy with resilience, and thrive in a varied, fast-paced environment. You’ll also bring:

Strong communication skills and a good standard of education

Excellent CRM system skills and confidence managing customer data accurately

Experience working with vulnerable customers and complex housing-related issues

A good understanding of landlord responsibilities and keeping customers safe in their homes

Knowledge of housing-related welfare benefits

The ability to work calmly and effectively with customers experiencing crisis or change

Strong partnership-working skills, including experience engaging with Social Services, police and local support agencies

A full UK driving licence, access to your own vehicle

Flexibility to work outside normal office hours when required 

Desirable / development criteria:

A CIH or NVQ Level 3 qualification (or willingness to work towards one)

Knowledge of Landlord & Tenant legislation and safeguarding procedures

Experience managing ASB, no-access cases, hoarding or chaotic lifestyles



About us:

At Moat, we are more than just a housing association; we are a community focused organisation dedicated to making a positive impact on the lives of our customers and the neighbourhoods we serve. With homes across London, Kent, Essex, and Sussex, we strive to provide quality housing and support to those who need it most.



Our Values:

Own it: We take responsibility for our actions and decisions, ensuring that we deliver on our promises to our customers and communities.

Better together: We believe in the power of collaboration. By working together with our colleagues, customers, and partners, we achieve greater outcomes and strengthen our communities.

Lead by example: We strive to set high standards in everything we do. Our team members are role models who inspire others through their commitment to excellence and integrity.

Be the change: We embrace innovation and are proactive in addressing challenges. We encourage our team to think creatively and drive positive change within the organisation and beyond.
 

Why join us:

Joining Moat means being part of a friendly team that cares about doing great work. We offer competitive salaries, generous time off, and many chances to grow personally and professionally. Our employees have given us great feedback, which is why we were named one of 'The Sunday Times Best Places to Work' in 2025.

If you want a rewarding job where you can make a difference and work with a supportive team, Moat is the right place for you!

Are you ready to explore the incredible benefits we offer? In this engaging clip, we break down everything you need to know about our employee benefits. Our employee benefits: what we can offer you (youtube.com)



How to apply:

If you're excited about a new challenge and want to help us at Moat, we want to hear from you! Please visit our website to fill out the online application form by 11pm on Tuesday 7 July 2026. If we’d like to invite you for an interview, we’ll reach out via emai

You’ll join us on the first Monday of the month and begin with a structured, week long corporate induction, giving you the time, knowledge and connections to start your career with Moat on the right foot.

It’s really important that you provide as much detail as possible in your application. We’re keen to understand your interest in the role and how you meet the requirements, so please make full use of the spaces provided to tell us about your experience, skills, and what makes you a great fit for our team.

If you require any additional adjustments to the recruitment process, please email [email protected]

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